Need to return something you purchased from our online shop? No problem! This guide walks you through the steps for a smooth return process.
You can return unused products in their original, unopened packaging for a refund within thirty (30) days of delivery.
Return conditions
Before you start a return, please make sure your items meet these conditions:
- The product must be unused.
- It must be in its original, unopened packaging.
- The return must be initiated within 30 days of the delivery date.
If these conditions are met, we will refund the full purchase price, including proportional original shipping costs, to your original payment method.
Please note:
- We reserve the right to deduct any return shipping fees or import costs that might be billed to us by the return carrier from your refund amount.
- Replacement of potentially defective products is handled separately under our BitBox02 warranty.
- This policy doesn't affect any other rights you may have under national, state, or local laws. For full details, see our Refund policy
How to start your return
Follow these simple steps to initiate your return:
- Find your order details page: You can find the link to this page in your original order confirmation email. Alternatively, you can search for your order using your order number here: Find my order
- Initiate the return: On your order details page, click the "Initiate return" button.
- Select items: Choose the specific item(s) you wish to return.
- Get the return address: The system will display our return address. Please make note of it.
Shipping your return
Once you have the return address:
- Package the item(s) securely to prevent damage during transit.
- Ship the package to the return address provided. Remember, you are responsible for the return shipping costs.
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.
- 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.
Important note for Bitcoin payments:
- Refunds for orders originally paid with Bitcoin will be issued based on the FIAT value of the order at the time of purchase.
- The exchange rate used will be either the rate at the time the refund is sent or the rate at the time of the original payment, at Shift Crypto AG's discretion.
For complete details, please refer to our official Refund Policy. If you believe your product is defective, please consult the BitBox02 warranty.