Our Cancellation & Replacement Policy
We inspect all returned items when they arrive at our processing
facility.
The website (www.cypherock.com/product/cypherock-x1) allows you to order Cypherock X1 products. Below are the details regarding
Cypherock's Cancellation & Replacement Policy. The Cancellation policy &
Replacement policy both apply only to the Cypherock X1 wallets purchased
directly from Cypherock website and/or it's official resellers and distributors.
Cancellation Policy
Orders once placed can't be cancelled and are non-refundable. Once you
receive the product and find any technical issues, you can reach out to
us at support@cypherock.com and one of our team members would
investigate the issue and come back with a solution.
In extreme cases where the technical issues can't be resolved or in case of damaged or broken vault device/ cards, we would replace your product after the investigation. For any further queries, you can email us at support@cypherock.com .
In extreme cases where the technical issues can't be resolved or in case of damaged or broken vault device/ cards, we would replace your product after the investigation. For any further queries, you can email us at support@cypherock.com .
Warranty
Period
HODL TECH PTE LTD warrants to the end user, that its product, excluding
content and or software supplied with or on the product will be free
from defects in material or workmanship under regular uses defined on
our website, during the applicable warranty period commencing on the
date of payment. The applicable warranty period shall commence on the
date of original purchase and lasts for one (1) year. We further warrant
the replaced product, its component and labor to be free from defects in
material or workmanship for a period of thirty (30) days from the date
of replacement or the remainder of the warranty period, whichever is
greater.
Warranty Limitations
HODL TECH PTE LTD do not warrant that the functions contained in the
software on the product will meet specific requirements or that the
operation of the software will be uninterrupted or error-free. The
product is sold “as is”.
This warranty does not apply to: (a) normal wear and tear; (b) damage
resulting from accident, abuse, misuse, neglect, undue physical or
electrical stress, improper handling or installation, or acts of nature;
(c) alteration by persons other than us, associated partners or
authorized service facilities; (d) damage or loss of data due to
interoperability with current or future operating systems, software
and/or hardware; (e) damage or loss of the product caused by undue
physical or electrical stress, including but not limited to moisture,
corrosive environments, high voltage surges, extreme temperatures,
shipping, or abnormal working conditions; (f) damage caused by operator
error, or non-compliance with instructions as set out in accompanying
documentation; (g) products, on which the original software has been
replaced or modified by persons other than us, associated partners or
authorized service facilities; (h) counterfeit products; (i) damage or
loss of data caused by improper usage and behavior which is not
recommended and/or permitted in the product documentation.
Warranty Claims
Replacement Policy
Replacement process
Neither HODL TECH PTE LTD nor any parent, officer, director, member,
shareholder, agent, employee or joint venture of HODL TECH PTE LTD
shall be liable for any direct, indirect, consequential, incidental or
special damages whatsoever, including, without limitation, business
interruption, extra expense, loss of profit, loss of property (for
purpose of this warranty the term “Property” shall specifically
include any form of crypto-currency/property stored or maintained on
the product), loss of use of property, delay or damages consequential
upon delay and/or loss of use or loss of use of property, or for
damage caused by improper use (including use in an incompatible device
and use not in accordance with the instructions). The foregoing types
of excluded damages shall include any cost arising out of a product
recall. HODL TECH PTE LTD’s liability is limited to the amount you
paid to purchase the product.
Warranty Claims
To make a warranty claim you must verify your possession of the
product to us, contact HODL TECH PTE LTD at support@cypherock.com
within the warranty period and provide proof of purchase (showing
date and place of purchase and name of the reseller, if any) and the product
name and version. Before returning the product, please make sure to backup
any sensitive data and erase from the device. HODL TECH PTE LTD is not
responsible for damages to or loss of any data stored in the product during
the warranty service procedures.
HODL TECH PTE LTD will undertake to repair, or based on its discretion
replace a defective product by an identical or similar (e.g. newer)
version of the product, unless the defect was the result of warranty
limitations. The repair or replacement of the product is free of
charge for the parts, components and labor necessary in order to
perform the repair and restore the product’s proper operating
condition, provided the unit is returned otherwise undamaged and
shipping prepaid, including insurance, to our service facility. The
costs incurred in connection with returning of the product to our
facilities shall be carried by the product owner or reseller. If the
product is returned uninsured, you assume all risks of loss or damage
during shipment.
National, state and local laws may grant you other rights that are not
affected by this warranty.
Replacement Policy
Replacement policy covers the following:
Damaged Deliveries: At the moment of delivery, customer must check
to ensure that the package was not tampered with and that the packaging
of the products is intact and undamaged. If a customer notices any defects
or receives a physically damaged product, customer can request for a replacement.
Provided such request is initiated within seven (7) days upon the delivery
of the product.
Product Defect: If a customer experiences a defect in the product,
please send an email to support@cypherock.com and report
the defect. The support team will verify the defect, and analyze whether
the defect is under warranty claims, and thereafter process a replacement.
User can request for a replacement for the product, provided that a request
is initiated within the warranty period.
Replacement requests will only be accepted for orders that are
confirmed as shipped.
Replacement process
In order to obtain replacement of your product, you must initiate a
product replacement request by contacting support@cypherock.com
. The product should be returned with the original packaging
including the X1 Vault, 4 X1 Cards, along with all the accompanying
accessories and manuals.
If the product is under warranty and the defect is under the warranty
claim, HODL TECH PTE LTD shall bear the cost of shipment. However, If
the defect is outside the warranty period or warranty claim then, the
customer is liable for bearing the cost.
Once the replacement request is received by HODL TECH PTE LTD, a
replacement request acknowledgment, shipping cost related information
and a return mailing address shall be shared to the customer. The
customer is liable to mail the product to HODL TECH PTE LTD. After
review of the completeness of the return, Cypherock will proceed to
replace the Products.
Please use a trackable shipping service and/or purchase shipping
insurance. We cannot guarantee that we will receive your returned
item, and you assume all risks of loss or damage during shipment.
Once we receive and inspect the products, we will send you an email to
notify you of the approval or rejection of your replacement.
Replacement shall be completed within four (4) weeks of approval.