Return & Refund Policy

Last Updated: September 2026

At Mars Hardware Wallet, product security and customer protection are important to us. Because hardware wallets are security-sensitive products, returns and refunds are subject to the conditions below.

1. Return Eligibility

Customers may request a return for an eligible product within 30 days of delivery, provided that:

The product is unused.
The original packaging and security seals remain intact.
The product is in its original condition.
All original accessories and included materials are returned.
The order can be verified through our records.

Because hardware wallets are security-sensitive products, products that have been opened, activated, configured, or otherwise used may not be eligible for a return unless the product is defective or otherwise covered by applicable consumer protection laws.

2. Security-Sensitive Products

For security reasons, we may refuse a return of a hardware wallet if its packaging or security seal has been opened or compromised, except where the product is confirmed to have a manufacturing defect or where applicable law requires otherwise.

This policy is intended to protect both the customer and the integrity of security-sensitive products.

3. Defective or Incorrect Products

If you receive a product that is defective, damaged, or different from the product you ordered, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Photos or videos showing the product and packaging when appropriate

Our support team will review the issue and provide further instructions.

4. Return Authorization

Please contact our support team before sending any product back.

Unauthorized returns may not be accepted.

If your return is approved, we will provide return instructions.

5. Refunds

Once an approved return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will generally be issued to the original payment method.

The time required for the refund to appear in your account may depend on your payment provider, bank, or card issuer.

6. Non-Returnable Situations

Returns may not be accepted for:

Products that have been used or activated, except for verified defects or where required by applicable law.
Products with compromised security packaging or seals, except for verified defects or where required by applicable law.
Products damaged through misuse, unauthorized modification, or improper handling.
Products returned without prior authorization.
Products missing original components or accessories.