Returns, Refunds & Cancellation

Effective Date: 01/09/2025 


OUR COMMITMENT
CryptOption NZ is dedicated to Customer Satisfaction.
We strive to ensure our products are quality, described correctly and competitively priced.  

RETURNS, REFUNDS and CANCELLATIONS
Contact us by email at [email protected] to initiate a Returns, Refunds or Cancellations Request. All requests must be pre-approved in an attempt for remote resolution before processing a return. Any unauthorised returns will not be accepted. When your pre-approved return is received and inspected, we will email to notify you we have received your Returned Product. A continued investigation will be carried out before any replacement, repair or refund is offered or issued. 

QUICK OVERVIEW: 

The following Policy for Hardware Wallet Products and Non-Hardware Products provides Returns, Refunds and Cancellation details for transparency and clarity. This policy operates under New Zealand's Consumer Guarantees Act 1993 and Fair Trading Act 1986. We are not required to provide a refund or replacement if you change your mind. If, however, your hardware wallet product or non-hardware product is received damaged, faulty or deemed lost, we will offer you remedial options as entitled to you by the Consumers Guarantees Act. Remedial options may include but are not limited to, a Refund, Replacement, Exchange or Store Credit. We reserve the right to consider each request on a case by case basis and hope to resolve the issue promptly and efficiently. On the completion of our investigation, we will notify you whether your Return, Refund or Cancellation has been Approved or Rejected.

RETURNS POLICY

Hardware Wallet Products
Hardware Wallets are very security sensitive. We do not accept returns for change of mind or buyer errors (eg. incorrect address, wrong ring size, wrong product model, wrong quantity). You may request a Return anytime up to 10 Business Days after Delivery. Orders and Products must be eligible before Returns are approved. We’ll need proof of the state of your order beforehand, so please include photographs and/or videos when you inquire with a copy of the Purchase Receipt for proof of purchase. Any requests for returns, refunds or cancellations made after this period will not be considered or accepted. Shipping costs incurred will be at the buyers expense.
Hardware Wallet Return Process. To be eligible, your item must be received back to us in the following condition:
- In the same condition that you received it                                           
- Unused and Undamaged
- Packed in its Original Packaging (shrink wrap intact)                         
- Returned well packaged at the Buyers Expense
If your return has any broken security seals or devices are found to be tampered with, your return will be void of any return options.

NON-Hardware Wallet Products
If you Change your Mind on any Full- Priced Non-Hardware Wallet Product, you may request a Return or Exchange up to 10 Business Days after Delivery. Orders and Products must be eligible before Returns or Exchanges are approved. We’ll need proof of the state of your order beforehand, so please include photographs and/or videos when you inquire with a copy of the Purchase Receipt for proof of purchase. Any requests for returns, refunds, exchanges or cancellations made after this period will not be considered or accepted. Shipping costs incurred will be at the buyers expense.
Non-Hardware Wallet Return Process. To be eligible, your item must be received back to us in the following condition:
- In the same condition that you received it
- Unused and Undamaged
- Packed in its Original Packaging
- Returned well packaged at the Buyers Expense
If your return does not meet any of these conditions, it will be void of any return options.

Incorrect Orders
We aim to provide a simple and hassle free order and delivery process for our customers. If your order is received Incorrectly packed, we sincerely apologise for the inconvenience and will work promptly to rectify the situation. If we issue a shipping label, we will email it to you with instructions to follow.

Damaged or Faulty Products 
We pay attention to the products we sell to ensure our customers receive quality items. In the event that you find your product is damaged or faulty when you receive it, follow the steps below:
Step 1 -  Email Us immediately up to 10 Business days after delivery. 
Step 2 -  We will attempt remote resolution before initiating the Returns Process 
Step 3 -  Returns Process will be assessed and a Refund or Replacement will be issued
     Important Note: As Authorized Resellers, all issues pertaining to Hardware Wallet Warranty Claims must be handled directly with the manufacturer. In this instance we can provide proof of purchase documentation and help facilitate troubleshooting support. We cannot process Warranty Repairs or Manufacturer Replacements.

Lost Order
If your order is Lost, please Email Us within 30 days of the Dispatch Date with a copy of your order details and situation. We may ask for more information to help us work effectively with you and the Transport Carrier to resolve the issue. If your order was Undelivered or Lost during transit you may be eligible for a Refund or a Replacement subject to stock availability.

Undelivered Orders
Undelivered Orders must be reported within 30 days of the shipment date. Confirmed Lost Orders may be eligible for a Refund or a Replacement subject to stock availability.

Refused Deliveries
Any order that is refused delivery will be returned to us. If a Re-Shipment is requested, all shipping costs incurred will be at the buyers expense.

REFUNDS POLICY

We will notify you once we've received and inspected your return, and let you know if a Refund is approved or rejected. If approved, you will automatically be refunded on your original payment method within 10 business days. Please note it may also take some time for your bank to process the refund too. 

CANCELLATION POLICY

Cancellations can be requested Before the order is dispatched for delivery by email or website chat. If the order has not already been dispatched, a Full Refund will be issued.
If the order has already been dispatched it Cannot be Cancelled. The order will have to follow the Returns Process. Please note that shipping costs for delivered goods are Non-Refundable and any returns costs incurred shall be at the buyer's expense.


Need Assistance? Contact our support team. We're here to help with any inquiries.
✉️ [email protected]