Legal
Refund Policy
Last Updated: January 2024
At XANDEROZ, we want you to be completely satisfied with your purchase. This Refund Policy outlines our procedures for returns, exchanges, and refunds.
1. Return Eligibility
You may return your XANDEROZ product within 30 days of delivery, provided that:
- The product is unused and in its original condition
- The product is in its original packaging with all accessories
- The security seal is intact (for new products)
- You have proof of purchase (order confirmation or receipt)
2. Non-Returnable Items
The following items cannot be returned:
- Products with broken security seals
- Products that show signs of use or tampering
- Products damaged due to misuse or negligence
- Products purchased more than 30 days ago
- Products without original packaging
3. How to Request a Return
To initiate a return, please follow these steps:
- Contact our customer support team via email at support@onchain-support.info or call +1 (833) 664-8230
- Provide your order number and reason for return
- Receive return authorization and shipping instructions
- Ship the product back in its original packaging
- Receive confirmation once we process your return
4. Return Shipping
- Defective Products: We will cover return shipping costs for products that arrive defective or damaged.
- Change of Mind: Customer is responsible for return shipping costs.
- We recommend using a trackable shipping service to ensure safe delivery.
5. Refund Process
Once we receive and inspect your returned product:
- We will notify you of the approval or rejection of your refund
- Approved refunds will be processed within 7-10 business days
- Refunds will be issued using the original payment method
- Original shipping charges are non-refundable (unless the return is due to our error)
6. Exchanges
If you wish to exchange your product for a different model:
- Contact our customer support to arrange an exchange
- The original product must meet return eligibility requirements
- Price differences will be charged or refunded accordingly
- Exchanges are subject to product availability
7. Defective Products
If your product arrives defective or stops working within the warranty period:
- Contact us immediately with photos/videos of the defect
- We will provide a replacement or full refund at no additional cost
- Warranty claims are subject to our inspection and verification
8. Warranty Information
- Standard Warranty: 1 year from date of purchase
- Pro Series: Extended 2-year warranty
- Warranty covers manufacturing defects only
- Warranty does not cover damage from misuse, accidents, or unauthorized modifications
9. Order Cancellation
You may cancel your order:
- Before Shipping: Full refund, no cancellation fee
- After Shipping: Order cannot be cancelled; please follow return procedure
10. Contact Us
For any questions about returns or refunds, please contact us:
Company: PRIMESET LIMITED
Address: Megalou Alexandrou, 33, Mesa Geitonia, Limassol, Cyprus 4006
Reg. No.: HE 461622
Director: NATALIA SAFONOV
Secretary: SPARTAKOS KALANIDIS
Important Notice: XANDEROZ hardware wallets store your private keys locally on the device. We do not have access to your cryptocurrency assets at any time. If you return a device, ensure you have transferred all assets and securely wiped the device beforehand.