Refund Policy

1. Overview

At Eternal Minds AB, 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@ethernalwallet.online 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@ethernalwallet.online

Phone: +49 30 505 697 323

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: Eternal Minds AB

Email: returns@ethernalwallet.online

Phone: +49 30 505 697 323

Address: Bondegatan 31, 11633 Stockholm, Sweden. Registration number: 5595275719

Return Shipping Address

Auerspergstraße 19, 4021 Linz, Sweden,
Registration Number: FN292467z
4021
Sweden

Note: Always obtain an RMA number before shipping returns