1. Core Security Statement
Thank you for choosing UKey. To ensure that every customer receives a product that is brand new and untampered with, our return and exchange policy is strictly governed by security and privacy protocols:
Security Restrictions: Given the unique nature of hardware wallets, once the original packaging is opened, the physical security and data integrity of the product can no longer be guaranteed. Therefore, returns or exchanges for opened products are generally not accepted, except in cases of manufacturing defects.
Shipping Status: Once an order has been dispatched from our warehouse, returns or exchanges are not permitted unless the product is proven to be defective.
2. Warranty Policy
Duration: All products are covered by a one-year limited warranty from the date of purchase.
Scope: The warranty covers manufacturing defects and hardware malfunctions under normal use; it excludes damages caused by human error, unauthorized modifications, or misuse.
Resolution: Upon verification of a quality issue, UKey will provide a free replacement unit.
3. Return Procedure
If your request meets the eligibility criteria for a return (e.g., unopened and within the valid period, or verified quality issue), please follow these steps:
Initiate Request: Contact our support team at [email protected].
Follow Instructions: If approved, we will provide a return shipping label and specific instructions on how and where to send the package.
Notice of Rejection: Items sent back without prior authorization will not be accepted.
4. Damages and Discrepancies
Please inspect your order immediately upon receipt. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and rectify it.
Important Note: Devices opened or disassembled after the warranty period has expired are ineligible for after-sales service.
5. Non-Returnable Items
The following categories are ineligible for return:
Special Items: Customized products, promotional items, or gift cards.
Security-Compromised Items: Hardware wallets with broken seals or opened packaging.
Hazardous Materials: Flammable liquids, gases, or other hazardous materials.
6. Refunds
Inspection: We will notify you of the approval status once the returned item has been received and inspected.
Timeline: If approved, refunds will be automatically issued to your original payment method within 10 business days.
Processing Delay: Please note that banks or credit card companies may require additional time to process and post the refund. If 15 business days have passed since approval and you have not received the funds, please contact [email protected].
7. Warranty Policy
Coverage: A one-year warranty is provided from the date of purchase, covering manufacturing defects and hardware failures under normal use.
Exclusions: Damage resulting from human error, unauthorized modifications, or misuse is excluded from coverage.
Procedure: Upon verification of a hardware defect by our support team, the customer may be required to destroy the original device, after which UKey will provide a brand-new replacement unit.