Security & Self-Custody

MARS HARDWARE WALLET

Your Assets. Your Keys. Your Control.

1. SHIPPING POLICY

Last Updated: September 2026

At Mars Hardware Wallet, we aim to provide a reliable and straightforward shopping experience. This Shipping Policy explains how orders are processed, shipped, and delivered.

Order Processing

Orders are generally processed after payment has been successfully received.

Please allow reasonable processing time before your order is handed over to the shipping carrier.

Once your order has been shipped, tracking information may be provided by email or through your order details, depending on the shipping method used.

Delivery Time

Our estimated delivery time is:

5–10 business days

Delivery times are estimates and may vary depending on the destination, carrier, customs processing, weather, holidays, or other circumstances outside our control.

The estimated delivery period does not constitute a guaranteed delivery date.

Shipping Address

Customers are responsible for providing an accurate and complete shipping address at checkout.

Mars Hardware Wallet is not responsible for delays, additional costs, or failed delivery caused by an incorrect, incomplete, or outdated shipping address provided by the customer.

If you need to change your shipping address after placing an order, please contact us as soon as possible.

We cannot guarantee that address changes can be made after an order has entered processing or shipment.

Tracking

Where tracking is available, tracking information will be provided once the order has been shipped.

Tracking information may take some time to become active after the carrier receives the package.

Delayed or Lost Packages

If your tracking information indicates that your package has been delivered but you have not received it, please first check with household members, neighbors, building management, or the shipping carrier.

If your package appears to be significantly delayed or lost, please contact us at:

support@marshardwaerwallet.com

We will work with the applicable carrier to investigate the shipment.

Damaged Packages

If your package arrives visibly damaged or appears to have been opened or tampered with, please document the condition of the package before opening it whenever possible.

Customs, Duties and Taxes

For international orders, customs duties, import taxes, brokerage fees, or other local charges may apply depending on the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

Mars Hardware Wallet is not responsible for delays caused by customs authorities or for customs charges imposed by the destination country.

Shipping Restrictions

Certain products may be subject to shipping, import, export, regulatory, or destination-specific restrictions.

Customers are responsible for ensuring that products purchased from our website can legally be imported and used in their destination.

Contact

For shipping questions, please contact:

support@marshardwaerwallet.com

2. RETURN & REFUND POLICY

Last Updated: September 2026

We want you to have confidence when purchasing from Mars Hardware Wallet. This Return & Refund Policy explains when products may be returned and how refunds are handled.

Return Period

Unless otherwise stated on the product page or required by applicable law, customers may request a return within 30 days of delivery.

To be eligible for a standard return, the product must generally:

Be unused
Be in its original condition
Remain in its original packaging
Include the original accessories and materials
Not have been activated, modified, damaged, or altered

Certain products may be subject to additional return restrictions because of their security-sensitive nature.

Hardware Wallet Returns

For security and product-integrity reasons, hardware wallets that have been opened, activated, configured, modified, or otherwise used may not be eligible for a standard change-of-mind return.

This restriction does not affect rights you may have under applicable consumer protection laws or claims relating to defective products.

Defective or Damaged Products

If your product arrives damaged, defective, or does not function as reasonably expected under normal use, please contact us as soon as possible.

Please provide:

Order number
Product name
Description of the issue
Photographs or video when appropriate

We may request additional information to determine the appropriate resolution.

Depending on the circumstances, the resolution may include repair, replacement, refund, or another remedy permitted by applicable law.

Return Authorization

Please contact us before sending any product back.

Unauthorized returns may be delayed or may not be accepted.

We will provide return instructions when your return request has been reviewed and approved.

Refunds

Once an approved return has been received and inspected, we will determine whether the product qualifies for a refund.

Approved refunds are generally issued to the original payment method.

Refund processing times may vary depending on the payment provider or financial institution.

Return Shipping Costs

Unless otherwise required by applicable law, customers may be responsible for return shipping costs for voluntary or change-of-mind returns.

If a product is confirmed to have a manufacturing defect or was damaged before delivery, Mars Hardware Wallet may provide an appropriate return shipping solution depending on the circumstances.

Items That Cannot Be Returned

Unless required by applicable law, returns may not be accepted for products that:

Have been activated or materially used
Have been modified or tampered with
Are damaged due to misuse or improper handling
Are missing original components or accessories
Are returned without prior authorization
Have been purchased from an unauthorized source

Important Security Notice

Never send your recovery phrase, private keys, PIN, passwords, or other confidential security information to Mars Hardware Wallet.

We will never require your recovery phrase or private keys to process a return, refund, warranty claim, or support request.

Contact

For return or refund requests:

support@marshardwaerwallet.com

3. WARRANTY POLICY

Last Updated: September 2026

Mars Hardware Wallet is committed to providing reliable products and customer support.

Warranty coverage may vary depending on the specific product, manufacturer, seller, or product documentation.

Please review the warranty information provided on the applicable product page and with the product documentation.

What May Be Covered

Subject to the applicable product warranty, coverage may include manufacturing defects or hardware failures occurring under normal intended use.

The specific warranty period and available remedies may vary by product.

Where applicable, a warranty remedy may include:

Repair
Replacement
Refund
Replacement component
Other remedy permitted under the applicable warranty

What Is Generally Not Covered

Warranty coverage generally does not include damage or malfunction resulting from:

Accidental damage
Misuse or abuse
Improper installation or operation
Unauthorized modification
Unauthorized repair
Physical damage caused by the customer
Exposure to inappropriate environmental conditions
Normal cosmetic wear
Loss or theft
Lost recovery phrases
Forgotten PINs or passwords
Damage caused by third-party accessories or services
Use contrary to manufacturer instructions

Recovery Phrase and Private Keys

A recovery phrase is security-sensitive information.

Do not send your recovery phrase, private keys, PIN, password, or wallet credentials to Mars Hardware Wallet or anyone claiming to provide warranty support.

We will never request your recovery phrase in order to diagnose a hardware problem.

Third-Party Products

If Mars Hardware Wallet sells products manufactured by third-party brands, the applicable manufacturer's warranty may apply.

In such cases, warranty coverage may be subject to the manufacturer's own terms, limitations, and procedures.

Warranty Claims

To request warranty assistance, please contact:

support@marshardwaerwallet.com

Please include your order number, product model, and a description of the issue.

Additional information, photographs, or videos may be requested where necessary.

4. ORDER CANCELLATION POLICY

Last Updated: September 2026

We understand that customers may occasionally need to cancel an order.

Cancellation Before Shipment

If you wish to cancel your order, contact us as soon as possible at:

support@marshardwaerwallet.com

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or shipped.

However, cancellation cannot be guaranteed once an order has entered fulfillment or has been handed to the shipping carrier.

Cancellation After Shipment

Once an order has been shipped, it generally cannot be cancelled as an unshipped order.

In this situation, you may need to follow our Return & Refund Policy after delivery.

Incorrect Orders

If you believe you placed an incorrect order, please contact us immediately.

We will determine whether the order can still be modified or cancelled before shipment.

5. PAYMENT & BILLING POLICY

Last Updated: September 2026

Mars Hardware Wallet uses third-party payment processing services to process payments securely.

Payment Authorization

Orders are processed only after successful payment authorization.

If payment cannot be authorized or is declined, your order may not be processed.

Pricing

Product prices displayed on our website are subject to change without notice.

We make reasonable efforts to ensure that product information and pricing are accurate. However, errors may occasionally occur.

If an obvious pricing or product information error affects an order, we may contact you before processing the order.

Taxes

Applicable taxes may be calculated and collected based on your shipping destination and applicable laws.

Customers are responsible for any applicable taxes, duties, or other government charges not collected at checkout.

Fraud Prevention

For security and fraud-prevention purposes, we may review or restrict orders that appear suspicious, unauthorized, fraudulent, or inconsistent with our sales policies.

We may cancel or refuse an order where reasonably necessary to protect customers, our business, or payment systems.

6. PRIVACY POLICY

Last Updated: September 2026

Mars Hardware Wallet respects your privacy and is committed to protecting personal information collected through our website.

Information We Collect

Depending on how you use our website, we may collect information such as:

Name
Email address
Shipping address
Billing information
Order information
Contact information
Customer service communications
Device and browser information
Website usage information

Payment information may be processed directly by third-party payment providers.

How We Use Information

We may use information to:

Process and fulfill orders
Provide shipping and tracking updates
Provide customer support
Process returns and warranty requests
Improve our website and services
Prevent fraud and unauthorized transactions
Communicate with customers
Meet legal and regulatory obligations

Information Security

We take reasonable measures to protect personal information against unauthorized access, disclosure, alteration, or destruction.

However, no online system can be guaranteed to be completely secure.

Third-Party Services

We may use third-party providers for services such as:

Payment processing
Shipping
Analytics
Website hosting
Customer support
Marketing
Fraud prevention

These providers may process information according to their own privacy policies and applicable laws.

Cookies

Our website may use cookies and similar technologies to provide website functionality, understand website usage, improve performance, and support marketing activities.

For more information, please see our Cookie Policy.

Your Rights

Depending on your location, you may have rights regarding your personal information, including rights to access, correct, delete, restrict, or object to certain processing.

Requests may be sent to:

support@marshardwaerwallet.com

7. COOKIE POLICY

Last Updated: September 2026

Mars Hardware Wallet may use cookies and similar technologies when you visit our website.

Cookies are small files stored on your device that can help websites remember information and provide a better browsing experience.

Types of Cookies

We may use cookies for purposes including:

Essential Cookies

These cookies are necessary for basic website functionality, including shopping cart, checkout, account functions, security, and other essential features.

Performance and Analytics Cookies

These cookies may help us understand how visitors use our website so that we can improve website performance and user experience.

Functional Cookies

These cookies may remember preferences and settings.

Marketing Cookies

Where permitted, marketing technologies may be used to help deliver relevant advertising and measure advertising performance.

Managing Cookies

You may be able to control or disable cookies through your browser settings or available cookie-consent tools.

Disabling certain cookies may affect the functionality of parts of our website.

Third-Party Cookies

Some third-party services integrated into our website may place their own cookies or similar technologies.

These services are subject to the applicable third party's privacy and cookie policies.

8. TERMS OF SERVICE

Last Updated: September 2026

Welcome to Mars Hardware Wallet.

By accessing or using our website, you agree to these Terms of Service.

If you do not agree with these terms, please do not use our website.

Website Use

You agree to use our website only for lawful purposes.

You may not use the website to:

Violate applicable laws
Attempt unauthorized access
Interfere with website security
Introduce malicious software
Misuse our content or services
Engage in fraudulent activity

Products

We make reasonable efforts to accurately describe our products.

Product specifications, availability, compatibility, colors, packaging, and other information may change without notice.

Certain products may be manufactured by third-party companies.

Orders

Submitting an order does not necessarily mean that the order has been accepted.

We reserve the right to refuse, limit, or cancel an order when reasonably necessary, including in cases involving:

Suspected fraud
Pricing errors
Inventory issues
Shipping restrictions
Unauthorized purchasing activity
Violations of our policies

If an order is cancelled after payment has been received, an applicable refund will generally be issued to the original payment method.

Digital Assets

Mars Hardware Wallet does not provide investment, financial, tax, or legal advice.

Digital assets may involve significant financial risk and may lose some or all of their value.

You are solely responsible for your digital asset decisions.

Self-Custody

Hardware wallets are designed to help users maintain control over their digital assets and security credentials.

You are responsible for securely managing:

Recovery phrases
Private keys
PINs
Passwords
Backup information
Device access

If you lose or expose your recovery information, you may permanently lose access to your digital assets.

Third-Party Products and Services

Some products, software, services, links, or integrations may be provided by third parties.

Mars Hardware Wallet is not responsible for the operation, availability, security, or policies of third-party services outside our reasonable control.

Intellectual Property

All website content, including text, graphics, logos, photographs, designs, and other materials, is owned by or licensed to Mars Hardware Wallet unless otherwise stated.

You may not reproduce, modify, distribute, sell, or commercially exploit our content without prior written permission.

Changes to These Terms

We may update these Terms of Service from time to time.

Updated terms will be posted on this website with a revised effective date.

Contact

Questions regarding these Terms may be sent to:

support@marshardwaerwallet.com

9. SECURITY & SELF-CUSTODY POLICY

Last Updated: September 2026

Security is at the center of the Mars Hardware Wallet experience.

However, no hardware, software, website, or security system can eliminate every possible risk.

Protect Your Recovery Phrase

Your recovery phrase is one of the most important security elements associated with your wallet.

You should:

Keep it private
Store it in a secure location
Never photograph it
Never upload it to cloud storage
Never send it by email or messaging apps
Never enter it into an unknown website
Never share it with customer support

Mars Will Never Ask for Your Recovery Phrase

Mars Hardware Wallet will never ask you to provide your recovery phrase, private keys, PIN, or password.

Anyone asking for these credentials while claiming to represent Mars should be treated as suspicious.

Phishing and Fraud

Always verify that you are communicating through official Mars Hardware Wallet channels.

Do not trust unsolicited messages requesting:

Recovery phrases
Private keys
Passwords
PINs
Wallet transfers
Cryptocurrency payments
Remote access to your device

Customer Responsibility

You are responsible for maintaining the security of your wallet, device, recovery information, passwords, and other authentication credentials.

Mars Hardware Wallet cannot recover or replace a lost recovery phrase.

10. DISCLAIMER

Last Updated: September 2026

The information provided by Mars Hardware Wallet is intended for general informational and product-support purposes.

No Financial Advice

Nothing on this website should be interpreted as financial, investment, tax, or legal advice.

Mars Hardware Wallet does not recommend that customers buy, sell, hold, or invest in any particular digital asset.

Digital Asset Risk

Digital assets and blockchain-based assets involve significant risks.

Prices may fluctuate substantially, and transactions may be irreversible.

You should carefully consider your own circumstances and conduct appropriate research before using digital assets.

Security Disclaimer

Hardware wallets are designed to provide additional protection for digital asset security, but no security product can guarantee complete protection against every possible threat.

Security depends on appropriate product use, device security, software security, and protection of recovery information.

Product Information

We make reasonable efforts to provide accurate product information.

However, specifications, compatibility, software features, supported assets, and other product information may change.

Always refer to the applicable manufacturer's documentation for the latest technical information.

Third-Party Products

Where Mars Hardware Wallet sells third-party products, the relevant manufacturer's terms, warranties, software, and policies may also apply.

No Guarantee of Asset Recovery

Mars Hardware Wallet does not guarantee that lost, stolen, compromised, or inaccessible digital assets can be recovered.

Customers are responsible for protecting their recovery information and private keys.

11. INTELLECTUAL PROPERTY POLICY

Last Updated: September 2026

All trademarks, logos, product names, website designs, text, images, graphics, videos, and other content appearing on the Mars Hardware Wallet website are protected by applicable intellectual property laws unless otherwise stated.

Mars Hardware Wallet respects the intellectual property rights of third parties.

If you believe that content appearing on our website infringes your intellectual property rights, please contact us with sufficient information for us to investigate the matter.

Contact:

support@marshardwaerwallet.com