Policy · last updated 2026-09-15
If you live in the United States, you may return an unopened, sealed device within 30 days of delivery for a full refund of the purchase price. Original outbound shipping is refunded on damaged / wrong-item shipments; on change-of-mind returns you cover the return shipping cost. Email care@coldkeys.shop from the address on the order to receive return instructions and an RMA number.
If you live in the EU, UK, Norway or Iceland you may withdraw from the sale within 14 days of delivery under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013, without having to give a reason. Email care@coldkeys.shop and we will send withdrawal instructions and a return label.
A hardware wallet whose tamper-evident seal has been broken is not eligible for a change-of-mind refund — under either policy. Once the seal is broken the device could have been initialised with a seed phrase, and returning it puts subsequent buyers at risk. This is a standard rule across every reputable hardware-wallet reseller and is preserved by consumer law (EU Directive 2011/83/EU Art. 16(e); UK Regs 2013 Reg. 28(3)(b)).
A device that is dead-on-arrival, damaged in transit or delivered with a broken seal is fully covered — see below.
Every device carries the manufacturer's original warranty (typically 2 years). Ledger, Trezor, Coinkite (Coldcard), BitBox, Foundation Devices, Blockstream, Keystone, Cypherock, OneKey and SecuX each run their own RMA process — most start with an email to their support address, with your Coldkeys order id as proof of purchase. We are happy to open the RMA on your behalf.
If the device 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 72 hours with photos of the outer packaging before you open the inner packaging. We resend at our cost, or refund — your choice, no return required.
Refunds are issued via Stripe 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 for the credit to appear on your statement.
Do not ship a return without first receiving an RMA number from us. Unsolicited returns are refused by the carrier and returned to sender. When you have an RMA, ship to:
Coldkeys Returns · RAO LLC
400 SW 107th Ave
Miami, FL 33174
United States