If you've changed your mind about your recent purchase from the BitBox shop, this guide will walk you through the process of returning an item for a refund.
Return conditions
To be eligible for a full refund, your return must meet the following criteria:
- The return process must be started within 90 days of the delivery date.
- The product must be completely unused.
- The product must still be in its original, unopened, vacuum-sealed packaging.
Is your device defective? If you believe your BitBox is faulty, please do not start a return. Instead, follow our guide on [how to replace a defective BitBox].
For complete details, please refer to our official [refund and return policy].
Step 1: Register Your Return Online
Follow these simple steps to initiate your return:
- Find your order details page: You can find the link in your original order confirmation email. Alternatively, search for your order using your order number on our {Find my order page}.
- Start the return: On your order details page, click the "Return Items" button.
- Select items: Choose the specific item(s) you wish to return and click "Initiate return" to confirm.
- Get the return address: The system will display our return address. Please make a note of it for shipping.
Step 2: Ship Your Return
Once you have the return address, you are ready to ship the package.
Packaging
Package the item(s) securely to prevent damage during transit. We highly recommend using the original shipping box if you still have it.
Important: You Must Use Registered Mail
To guarantee your return is processed correctly, you must send the package using a service that documents delivery, such as registered mail. This is a mandatory step for a successful return.
This type of service protects you and ensures we can process your refund. It provides:
- Proof of Delivery: A signature is required upon receipt, which serves as official confirmation.
- Tracking: You can monitor the package's journey back to us.
- Security: It often includes insurance against loss or damage.
We recommend keeping your tracking number until the refund is complete. Our support team may request it if complications arise.
Please note: We cannot pick up packages from collection points or parcel lockers. The return must be delivered directly to our address.
Step 3: Receiving Your Refund
Here’s what happens after we receive your returned item(s):
- Inspection: We will inspect the returned product(s) to ensure they meet the return conditions mentioned above.
- Notification: We’ll send you an email confirming whether your return is approved or rejected.
- Refund Processing: If approved, your refund will be processed and credited to your original payment method within one (1) month of approval.
Bitcoin Payments: Refunds for orders paid with Bitcoin are issued based on the order's FIAT value at the time of purchase. The exchange rate used will be determined by Shift Crypto AG at the time the refund is sent or at the time of the original payment.
Frequently asked questions
How do I find my order?
You can find your order details page by using the link in your order confirmation email. Alternatively, you can enter your order ID on our Find my order page. Your order ID is in your order confirmation email, payment confirmation email, and on your invoice. It has a format similar to this example: 2fa04fde-9e5b-4fb7-92e0-3f2f5c0b92fe.
What if I think my product is defective?
If you suspect your product is defective, please see our guide on how to replace a defective BitBox instead of initiating a standard return.
Who pays for the return shipping costs?
You are responsible for covering the costs of shipping the item back to us.
How long does it take to get my refund?
Once your return is received and approved, your refund will be processed and credited to your original payment method within one month.