Returns are accepted only for unused products in original packaging and must be shipped with tracking directly to our warehouse (no pickup stations or lockers).
If you would like to return your BitBox order and are unsure whether it qualifies, please contact our support team first.
Include:
- your order ID or invoice
- the reason for the return
- confirmation that all items are still inside the original packaging (especially BitBox02 devices in their vacuum-sealed packaging)
We will review your request and confirm the next steps.
Return conditions
To be eligible for a refund, the following must apply:
- The return process is started within 90 days of delivery
- The product is unused
- The product is in its original packaging
- BitBox02 devices remain in their unopened vacuum-sealed packaging
If the vacuum seal of a BitBox02 has been opened, the device is considered used and cannot be refunded.
Important — Defective device
If your device is faulty, do not start a normal return.
Please follow the guide:
How to replace a defective BitBox
If you initiate a return for personal reasons (for example: you no longer want the product), you are responsible for the return shipping costs.
For complete legal details, see the official refund policy.
Step 1: Register your return online
- Open your order details page
(link in your order confirmation email or via the Find-my-order page) - Click Return items
- Select the item(s) and confirm Initiate return
After submitting the return:
- the return address is displayed
- you can download the return confirmation
- you receive the confirmation by email
Keep this information — you will need it for shipping.
Step 2: Ship your return
Packaging
Package the item securely to prevent transport damage.
If possible, use the original shipping box.
Shipping requirements
Your parcel must:
- have a tracking number and tracking link
- be delivered directly to our return address
- be handed over to our logistics center (not stored for pickup)
If a shipment is delivered to a pickup station, parcel locker, or requires manual collection, we do not take any action in such cases. The sender must arrange to have the parcel returned to themselves or ensure it is delivered directly to our warehouse.
Do NOT use:
- parcel lockers
- access point / pickup point services
- postal last-mile hybrid services
- economy saver services
Prefer:
- home delivery
- direct delivery
- premium or express shipping
- signature required
Why signature required?
It prevents rerouting or storage at pickup points and ensures the parcel is legally handed over to our logistics center.
The parcel remains your responsibility until it is successfully delivered to our warehouse.
Keep your tracking number until the refund is completed.
If you already have an open support ticket, please send us your return number and tracking link so we can accompany the return and process it faster.
Step 3: Receiving your refund
After the parcel arrives:
- Inspection — we verify the return conditions
- Confirmation email — approved or rejected
- Refund — sent to the original payment method within one month after approval
Refunds are usually processed earlier once the return has been inspected and assigned to your order.
Bitcoin payments
Refunds are based on the FIAT value of the order at the time of purchase.
The exchange rate is determined at the time the refund is processed.
Frequently asked questions
How do I find my order?
Use the link in your confirmation email or the Find-my-order page.
Your order ID is shown in the confirmation email and invoice.
What if I think my product is defective?
Please follow the guide How to replace a defective BitBox instead of starting a standard return.
Who pays for the return shipping costs, and do you provide a return label?
Return labels are evaluated case-by-case.
Please contact support and provide:
- order ID or invoice
- the reason for the return
- confirmation that the product is still in original packaging
If the return is voluntary (for example you no longer want the product), you are responsible for the shipping costs.
If the case qualifies, we may provide a prepaid return label.
What if my tracking shows the parcel as delivered, ready for pickup, or handed over elsewhere?
If your tracking link shows the parcel as delivered, awaiting pickup, or handed over to a location other than our warehouse, the shipping method likely required manual collection (for example, a parcel locker, pickup station, or access point). Our warehouse cannot retrieve parcels from these locations.
Wait until the parcel is returned to you or request a redirection to our warehouse if possible. Then resend it using a direct delivery service with tracking to our warehouse address to ensure proper receipt and refund processing.
How long does the refund take?
It can take up to one month after the return is approved, but normally we process the refund sooner once the return has been received, scanned, and assigned to your order.
Can I cancel my order?
Yes — you can cancel your order as long as it has not yet been packaged.
Open your order details page using the link in your payment confirmation email (where the invoice is attached), or find it via the Find-my-order page
At the bottom of the order page:
- Select a cancellation reason
- Submit the cancellation request
If the order is still eligible, we will cancel it and automatically refund the payment to the original payment method.
If the order has already been packaged or shipped, cancellation is no longer possible — please follow the return procedure instead.
Can I change the delivery address after ordering?
Usually not after shipment.
DHL exception:
You may digitally refuse delivery so the parcel returns to us.
Afterward contact support with:
- order ID or tracking number
- correct delivery address
We can reship once the parcel is on its way back.
Other carriers typically do not support this feature.