FAQ:Returning the product (refunds)

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Trezor Wiki/User/FAQ/ Returning the product (refunds)


Can I return a product if I decide I do not want it?[edit]

Yes, most Trezor products can be refunded as long as they are returned in the same condition they were sold, i.e. they haven't been opened, damaged or used.

For detailed information about how to return an item and situations in which a return will not be possible, please check the terms of our refund policy, which you can read under section 8 of our e-shop Terms and Conditions.

How do I return a product and get a refund?[edit]

A request to return an item must be made within 15 days of your order being delivered. To qualify for a refund, products must be returned unused and sealed in their original packaging, with all associated original materials also provided in their original condition.

Trezor devices are security products and are sold with security seals that help ensure the device has not been used before it reaches our customers. Our products cannot be resold or refunded once these holographic seals have been broken or the packaging has been opened.

If you'd like to return a product, please start by contacting our Support Team.

Will the delivery fee also be returned?[edit]

No, we can only refund the price of the product itself and do not refund the cost of shipping.

How long will a refund take?[edit]

When you request a refund, the Support Team will evaluate your claim and determine how much of a refund you might qualify for. If you agree to the amount, you will be asked for payment details and you will need to send the product back to us so we can process the refund.

We will make a payment to your account within five days of the returned product being delivered to us.

Will my refund be paid in Bitcoin or in Euros?[edit]

If your order was originally paid for in Bitcoin, your refund will be made in Bitcoin. To protect us against speculation, the Bitcoin amount returned to you will be calculated based on the Bitcoin exchange rate at the time of the return being processed.

For example, if your order came to 89 euros and you paid with Bitcoin, you would be refunded 89 euros worth of Bitcoin at the current exchange rate, not the rate at the time of placing the order.

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