Return Policy

Returns Policy

Welcome to The Bitcoin Shop! Your satisfaction is our priority. We have outlined our returns policy for both hardware wallets and non-hardware wallet items to provide transparency and clarity.

This policy is in addition to your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Hardware Wallets

Due to the sensitive nature of hardware wallets, returns for change of mind or buyer errors are not accepted. However, if your hardware wallet is damaged or faulty, you are entitled to a replacement, repair, or refund under the Consumer Guarantees Act.

Quick Overview

• No Returns for Change of Mind: Returns are not accepted for personal preference or buyer mistakes (e.g., wrong model, incorrect address).
• Faulty Products: If your hardware wallet is damaged or faulty, we will replace, repair, or refund the product as required by law.
• Lost Orders: If your order is lost, contact us within 30 days to arrange a replacement or refund.

Cancellation Policy

You may request a cancellation and full refund anytime before your order is shipped.

If You Received a Damaged or Incorrect Product

• Remote Support First: If the issue can be resolved with additional parts, a software update, or other forms of remote support, these options will be pursued before considering a replacement or refund.
• Contact Us: Email lee@thebitcoinshop.nz with your order details and evidence of the issue (e.g., photos or videos).

If You Didn’t Receive Your Order

• Report the Issue: Contact us at lee@thebitcoinshop.nz within 30 days of the shipping date, including your order ID and an explanation of the issue.
• Resolution Options: If your order is confirmed as lost, you may be eligible for a replacement or refund.

If You Refuse Delivery

• Orders not accepted for delivery will be returned to us.
• Reshipping Policy: Reshipments will only proceed with your approval, and all reshipping costs will be your responsibility.

Non-Hardware Wallet Items

For all non-hardware wallet purchases, we strive to make returns simple and hassle-free.

Damaged or Faulty Products

If you receive a damaged or faulty product, we sincerely apologise for the inconvenience. To resolve the issue:

• Contact Us: Email us at lee@thebitcoinshop.nz to initiate a return request.
• Resolution Options: We’ll guide you through the process and offer a replacement or exchange. If neither is possible, we’ll issue a full refund promptly.

Returns Within 14 Days

If you’ve changed your mind about a purchase, no problem. Here’s what you need to know:

• Eligibility: Returns are accepted for full-price items in their original, unopened condition.
• Options: Choose between an exchange or store credit for your returned item.

Conditions for Returns Within 14 Days

• Pre-Approval: Contact us for approval before returning any product. Unauthorised returns will not be accepted.
• PayPal Refunds: Transactions completed via PayPal will be refunded in full, minus the PayPal processing fee (this does not apply to faulty products).
• Product Condition: Returned items must be unused, unopened, and in their original packaging.
• Sale Items: Sale items are eligible for return only if received faulty. In such cases, we’ll provide a replacement or refund.
• Secure Packaging: Customers are responsible for securely packaging returned items to prevent damage during transit. We reserve the right to reject returns for items damaged due to inadequate packaging.

We’re here to help! If you have any questions or need assistance with your return, please contact us at lee@thebitcoinshop.nz.

Thank you for choosing The Bitcoin Shop. Your satisfaction is our success!