1. Overview
At Velaros GMBH, we stand behind the quality of our hardware wallets and want you to be completely satisfied with your purchase. This Refund Policy explains our return and refund procedures, warranties, and your rights as a customer.
Important: Due to the sensitive nature of cryptocurrency security hardware, specific conditions apply to returns and refunds. Please read this policy carefully before making a purchase.
2. Return Eligibility
2.1 Eligible Returns
You may return your hardware wallet for a full refund if:
- The device is returned within 30 days of delivery
- The device is in its original, unopened packaging
- All original accessories and documentation are included
- The device has not been used, activated, or configured
- The security seals are intact and unbroken
Security Notice: For security reasons, we cannot accept returns of hardware wallets that have been opened, used, or had their security seals broken.
2.2 Non-Eligible Returns
The following items cannot be returned:
- Hardware wallets that have been opened or used
- Devices with broken or tampered security seals
- Products returned after the 30-day return window
- Damaged items due to misuse or negligence
- Items without original packaging or accessories
- Digital products or software licenses
3. Return Process
How to Return Your Product
- Contact Us: Email our support team at support@velaros.com with your order number and reason for return
- Return Authorization: We'll provide you with a Return Merchandise Authorization (RMA) number
- Package Securely: Pack the item in its original packaging with all accessories
- Ship Back: Send the package to our return address using the provided shipping label
- Processing: We'll process your return within 3-5 business days of receipt
- Refund: Your refund will be issued to the original payment method
Required Information: When contacting us for a return, please provide your order number, the reason for return, and photos of the unopened package if requested.
4. Refund Processing
4.1 Refund Timeline
| Step |
Timeframe |
Description |
| Return Authorization |
1-2 business days |
We'll provide RMA number and return instructions |
| Return Processing |
3-5 business days |
After we receive your returned item |
| Refund Issued |
2-3 business days |
Refund processed to original payment method |
| Refund Received |
3-10 business days |
Depending on your bank/credit card company |
4.2 Refund Method
- Refunds will be issued to the original payment method used for purchase
- We cannot issue refunds to a different payment method
- For cryptocurrency payments, refunds will be processed in the same cryptocurrency
- Refund amounts may vary due to cryptocurrency price fluctuations
5. Shipping Costs
5.1 Return Shipping
- We provide prepaid return shipping labels for eligible returns
- Return shipping costs will be deducted from your refund
- If the return is due to our error, we'll cover all shipping costs
- International return shipping costs may vary
5.2 Original Shipping
- Original shipping costs are non-refundable unless the return is due to our error
- Free shipping promotions: the actual shipping cost will be deducted from your refund
- Expedited shipping costs are non-refundable
6. Defective Products
Quality Guarantee: If your hardware wallet is defective or damaged upon arrival, we'll provide a full refund or replacement at no cost to you.
6.1 Defective Product Process
- Contact us immediately if you receive a defective product
- Provide photos or videos of the defect
- We'll arrange for immediate replacement or full refund
- No return shipping costs for defective products
- Defective products can be returned even if opened for inspection
6.2 Manufacturing Defects
We cover manufacturing defects including:
- Hardware malfunctions out of the box
- Damaged screens or buttons
- Faulty USB connections
- Incorrect or missing components
- Firmware issues that prevent normal operation
7. Warranty Information
7.1 Limited Warranty
All hardware wallets come with a 1-year limited warranty from the date of purchase, covering:
- Manufacturing defects
- Hardware malfunctions under normal use
- Firmware issues
- Component failures
7.2 Warranty Exclusions
The warranty does not cover:
- Damage from misuse, abuse, or negligence
- Water damage or physical damage
- Damage from unauthorized modifications
- Normal wear and tear
- Loss of cryptocurrency due to user error
- Damage from extreme temperatures
Important: Our warranty covers the hardware device only. We are not responsible for any loss of cryptocurrency or private keys.
12. Customer Support
Need Help?
Our customer support team is here to help with any questions about returns or refunds:
Email: support@velaros.com
Phone: +49 30 12345680
Hours: Monday-Friday 9:00 AM - 6:00 PM CET
Response Time: We typically respond within 24 hours
12.1 What to Include in Your Request
- Order number
- Product name and model
- Reason for return
- Photos if requesting return for defects
- Preferred resolution (refund or exchange)
15. Contact Information
For all return and refund inquiries, please contact us:
Returns Department
Company: Velaros GMBH
Email: returns@velaros.com
Phone: +49 30 12345681
Address: Friedrichstraße 123, 10117 Berlin, Germany
Return Shipping Address
Velaros GMBH Returns Department
Friedrichstraße 123
10117 Berlin
Germany
Note: Always obtain an RMA number before shipping returns