1. Return Conditions
We accept returns of unopened hardware wallets within 30 days of delivery. For security reasons, returns must meet these requirements:
- Products must be in original packaging with intact seals
- All security stickers and authentication marks must be unbroken
- Proof of purchase (receipt or order confirmation) is required
- Complete set including accessories, documentation, and recovery materials must be included
- Device serial numbers must match our sales records
Note: Opened or used products cannot be returned to ensure customer security.
2. Refund Process and Timing
After we receive and inspect your return, refunds will be processed within 5-7 business days:
- Refunds are issued to the original payment method (credit cards, PayPal, bank transfer)
- Cryptocurrency refunds are calculated in USD equivalent at current exchange rates
- Shipping costs are non-refundable unless we made an error
- Return shipping is the customer's responsibility unless the product is defective
- International refunds may be subject to currency exchange fees
You will receive an email confirmation when your refund is processed. Your financial institution may take 3-5 additional business days to complete the transaction.
3. Handling Defective or Damaged Products
If your hardware wallet arrives damaged or malfunctioning, contact us immediately for a free replacement:
- Email our support team at info@Mixtrin.com within 14 days of delivery
- Provide your order number and detailed photos or videos showing the issue
- Our technical team will review your claim within 24 hours
- Approved returns receive prepaid return shipping labels
- Replacement units ship within 1-2 business days after we receive the defective item
We cover shipping costs both ways for legitimate warranty claims. Express shipping is available upon request.
4. Warranty Coverage
All hardware wallets include a two-year warranty covering:
- Manufacturing defects and component failures
- Internal system malfunctions
- Display, button, or connection issues
- Software or firmware problems
- Faulty power accessories
Not Covered: Damage from misuse, accidents, liquid exposure, unauthorized modifications, or normal wear and tear.
Proof of purchase is required for warranty claims, and technical assessment may be necessary.
5. Return Shipping Instructions
Follow these guidelines to ensure safe return shipping:
- Use original packaging or equivalent protective materials
- Include all accessories and original documentation
- Ship with a trackable service requiring signature confirmation
- Pack securely to prevent damage during transit
- Avoid writing directly on the original product boxes
For returns valued over $200, we recommend purchasing shipping insurance. Customers are responsible for return shipping costs unless otherwise stated.
6. Special Situations and Exceptions
We handle these cases on an individual basis:
- Incorrect Item Shipped: Full refund including shipping costs
- Shipping Damage: Free replacement with expedited shipping
- Delivery Delays: Contact us to discuss possible solutions
- Bulk Returns: Terms negotiated directly with our business team
- Gift Returns: Accepted with original purchaser's authorization
Each situation receives individual consideration balancing security requirements and customer satisfaction.