Policy
EU and UK customers can return an unopened, sealed device within 14 days of delivery for a full refund. To exercise this right, email care@coldkeys.shop from the address on the order. We will send return instructions.
Important: a hardware wallet whose tamper-evident seal has been broken is not eligible for a right-of-withdrawal refund. Once the seal is broken, the device could have been initialised with your seed, and returning it puts subsequent buyers at risk. This is standard practice across every reputable hardware-wallet reseller.
Every device carries the manufacturer's original warranty (typically 2 years). Ledger, Trezor, Coinkite (Coldcard), BitBox, Foundation, Blockstream, Keystone, Cypherock, OneKey, and SecuX each have their own RMA process — most start with an email to their support address, with your order id from us as proof of purchase. We will help you open the RMA if that's easier.
If the item you receive is damaged, the tamper-evident seal is broken on arrival, or the item does not match your order, email care@coldkeys.shop within 72h with photos. We resend at our cost or refund — your choice, no return required.
Refunds are issued to the original payment method within 5 business days of the return being received (or the incident being resolved for damaged/lost shipments). Depending on your card issuer, it may take another 3–10 days to appear on your statement.