VEXA Wallet Refund & Return Policy
Your satisfaction is our priority.
We stand behind the quality of VEXA Wallet devices. This policy outlines our return conditions, refund process, and the security measures that protect both you and future customers.
Effective Date: January 11, 2025
Last Updated: January 22, 2026
30-Day Return Window
You have 30 days from delivery to return your VEXA Wallet device for a full refund.
How the 30-Day Window Works
- Start Date: The return window begins on the date you receive your device (confirmed by shipping carrier delivery confirmation)
- End Date: You must initiate the return request within 30 calendar days of delivery
- Return Shipping: The device must be received back at our facility within 14 days of receiving your Return Authorization
- Calculation: All days are counted, including weekends and holidays
Example: If your device is delivered on January 15, you have until February 14 (11:59 PM your local time) to contact us and initiate a return.
Return Condition Requirements
To qualify for a refund, returned devices must meet strict condition requirements that ensure security for all customers.
What Qualifies for Return
✓ Acceptable Returns
- Tamper-evident seals intact: All security seals on packaging must be unbroken
- Unopened original packaging: Device box and protective wrapping must be sealed
- All contents included: Device, USB cable, backup cards (sealed), manual, packaging materials
- No physical damage: Package free from tears, water damage, crushing, or alterations
- Unused backup cards: Recovery phrase cards must remain in sealed protective sleeve
✗ Non-Returnable Conditions
- Broken security seals: Any tamper-evident seal compromised or removed
- Device initialized: Wallet has been set up or powered on
- Backup cards exposed: Recovery phrase card sleeve has been opened
- Missing components: Any original items removed from package
- Damaged packaging: Box or materials showing signs of use or damage
Identifying Tamper-Evident Seals
VEXA Wallet devices include multiple security seals to ensure device integrity:
- Outer box seal: Holographic sticker across opening flap with "VOID" pattern when removed
- Device wrapper seal: Clear security tape around protective plastic wrapping the device itself
- Backup card seal: Sealed envelope containing recovery phrase backup cards
Important: Photographs of all seals are taken before shipping and kept on file for verification purposes.
Why Tamper-Evident Seals Matter
Our strict return policy exists to protect your security and the security of all VEXA Wallet users.
Security Risks of Opened Devices
Once a hardware wallet is initialized, it cannot be safely resold. Here's why:
Private Key Compromise Risk
If a device has been powered on, private keys may have been generated. Even if the device is reset, there's no way to prove those keys weren't recorded or backed up by the previous user. A malicious actor could initialize a device, record the recovery phrase, return it "unused," and later steal funds from whoever purchases the returned device.
Firmware Integrity
VEXA Wallet features tamper-resistant hardware and verified open-source firmware. Once a device is opened, we cannot guarantee that firmware hasn't been modified. While our secure element chip provides protection, we cannot resell devices with broken seals without complete hardware verification.
Supply Chain Security
Tamper-evident seals are your assurance that your device came directly from VEXA with no intermediary access. This protection only works if we maintain a strict no-opened-returns policy. Every VEXA Wallet user deserves the confidence that their device has never been in anyone else's hands.
Industry Standard: All reputable hardware wallet manufacturers maintain similar policies. This isn't about limiting returns-it's about maintaining the security foundation that makes cold storage trustworthy.
How to Initiate a Return
Follow these steps to return your VEXA Wallet device for a refund:
Step-by-Step Return Process
Step 1: Contact Our Returns Team
Email returns@vexa.academprotrade.com within 30 days of delivery with:
- Your order number
- Reason for return (optional but helps us improve)
- Confirmation that tamper-evident seals are intact
- Photos of the unopened package (optional but speeds processing)
Step 2: Receive Return Authorization
Within 1-2 business days, we'll send you:
- RMA Number: Return Merchandise Authorization number for tracking
- Return shipping address
- Return instructions: Packing requirements and carrier recommendations
- Prepaid label (if applicable): Available for defective devices or our shipping errors
Step 3: Package & Ship
- Include RMA number: Write it clearly on the outside of the return package
- Use original packaging if possible: Place original box inside a shipping box with padding
- Insure shipment: We recommend insuring returns for $200 (device value)
- Get tracking: Always use a tracked shipping method
- Ship within 14 days: Returns must be shipped within 14 days of receiving RMA
Step 4: Inspection & Processing
Once we receive your return:
- Inspection (1-2 business days): We verify tamper-evident seals are intact and all contents included
- Approval notification: Email confirmation once return is approved
- Refund processing: Refund issued to original payment method
Step 5: Receive Refund
See Refund Processing Timeline below for expected timeframes by payment method.
Questions during the return process? Email returns@vexa.academprotrade.com with your RMA number. We typically respond within 24 hours on business days.
Non-Refundable Items & Situations
The following items and situations are not eligible for refund:
Opened or Initialized Devices
- Broken security seals: Devices with any tamper-evident seal removed or compromised
- Powered-on devices: Hardware wallets that have been initialized or set up
- Generated recovery phrases: Devices where seed phrases have been created
Reason: Security cannot be guaranteed once a device has been accessed. See Security Rationale above.
Used Components
- Opened backup card envelopes: Recovery phrase cards removed from sealed sleeve
- Written-on backup cards: Cards with any markings or seed phrases recorded
- Missing accessories: Returns lacking USB cable, manual, or other original components
Damaged Packaging
- Torn or crushed boxes: Packaging showing signs of use or mishandling
- Water damage: Evidence of moisture exposure on device or packaging
- Missing packaging materials: Foam inserts, protective wrapping, or documentation removed
Special Circumstances
- Past 30-day window: Return requests initiated after 30 days from delivery (see Exceptions below)
- Promotional bundles: Discounted multi-device packages must be returned complete
- Engraved devices: Custom-engraved VEXA Wallets are final sale (clearly marked at purchase)
Have a special situation? Contact returns@vexa.academprotrade.com to discuss. While we cannot accept opened devices for security reasons, we may be able to help with other circumstances.
Defective Device Replacement Policy
Manufacturing defects are covered differently than standard returns. If your VEXA Wallet has a hardware defect, we'll replace it even if seals are broken.
What Qualifies as a Defect
- Screen malfunctions: Display not working, incorrect pixels, backlight issues
- Button failures: Physical buttons unresponsive or stuck
- Connectivity issues: USB or wireless connection not functioning as designed
- Secure element errors: Cryptographic chip errors or initialization failures
- Firmware problems: Unable to update or boot properly (not user error)
- Physical defects: Cracks, misalignments, or manufacturing flaws present upon opening
What's NOT Covered
- Physical damage: Drops, water damage, crushing, or other user-caused harm
- User error: Incorrect setup, forgotten PINs, lost recovery phrases
- Normal wear: Cosmetic wear from regular use
- Software issues: Problems with companion apps on your phone/computer (not device itself)
- Compatibility: Issues with third-party software or unsupported operating systems
Defective Device Process
- Contact support: Email support@vexa.academprotrade.com with your order number and description of the defect
- Troubleshooting: Our team will help diagnose the issue (often resolved remotely)
- Replacement authorization: If defective, we'll issue an RMA and send a replacement
- Return defective unit: Ship the defective device back using provided prepaid label
- No charge: Defective replacements include free return shipping
Warranty Coverage: Manufacturing defects are covered for 2 years from purchase date. See our full Warranty Terms for complete details.
🛡️ Defect Found Upon Opening?
If you discover a defect immediately after breaking seals for initial setup, contact us within 7 days. We'll replace it under warranty. Take photos of the defect and original packaging for fastest processing.
Return Shipping Cost Responsibility
Who pays for return shipping depends on the reason for the return.
Customer Pays Return Shipping
Standard returns (change of mind, no longer needed, etc.):
- You are responsible for return shipping costs
- Original shipping charges are non-refundable
- We recommend insured, tracked shipping methods
- Expected cost: $10-$25 domestic, $25-$60 international
VEXA Pays Return Shipping
We provide prepaid return labels for:
- Defective devices: Manufacturing defects or hardware failures
- Wrong item shipped: If we sent incorrect device or accessories
- Damaged in transit: Device arrived with shipping damage (report within 48 hours)
- Our error: Any mistake on our part in order fulfillment
Original Shipping Charges
- Non-refundable: Shipping costs to deliver the original order are not refunded (standard returns)
- Exception: If we shipped wrong/defective item, original shipping is refunded
- Free shipping promotions: If you received free shipping, actual shipping cost is deducted from refund
Example refund calculation: Device $139 + Free Shipping ($15 actual cost) = You paid $139. Return refund = $139 - $15 = $124 refunded.
Refund Processing Timeline
Once your return is received and approved, refunds are processed according to the following schedule:
Processing Steps & Timeframes
Inspection (1-2 Business Days)
From when package arrives at our facility:
- Verify tamper-evident seals intact
- Confirm all contents included
- Check packaging condition
- Approve or contact you with issues
Refund Initiation (1 Business Day)
After approval:
- Refund issued to original payment method
- Confirmation email sent
- Tracking provided for refund status
Time to Receive Refund (By Payment Method)
After we initiate the refund, processing time depends on your payment method:
- Credit card: 3-7 business days (shows as credit on statement)
- Debit card: 5-10 business days (varies by bank)
- PayPal: 1-3 business days
- Cryptocurrency: 1-2 business days (may include blockchain confirmation time)
- Wire transfer: 2-5 business days (international: 5-10 days)
Total Expected Timeline
From when you ship the return to when funds appear in your account:
- Domestic (USA): 7-14 business days
- International: 14-21 business days
Note: These are estimates. Times may vary during holidays, weekends, or based on your financial institution's processing speed.
Tracking Your Refund
You'll receive email notifications at each stage:
- "Return Received" - Package arrived at our facility
- "Return Approved" - Inspection complete, refund authorized
- "Refund Processed" - Payment sent to your account
Haven't received your refund? First check with your bank (processing delays are common). If it's been longer than expected, contact returns@vexa.academprotrade.com with your RMA number.
Exceptions & Special Circumstances
While our return policy is designed to be clear and consistent, we understand that unique situations arise.
Extended Return Windows
We may grant exceptions for:
- Holiday purchases: Devices ordered November-December may have extended return windows (check order confirmation)
- Shipping delays: If carrier delays significantly postponed delivery, we may extend the 30-day window
- Medical emergencies: Documented medical situations preventing timely return
- Military deployment: Active duty service members with sudden deployment orders
Contact returns@vexa.academprotrade.com with documentation. Extensions are evaluated case-by-case.
Partial Returns (Multi-Device Orders)
- Individual devices: If you ordered multiple devices, you can return unopened units individually
- Bundle pricing: Promotional bundle discounts may be adjusted if partial return breaks bundle terms
- Accessories: Unopened accessory packs can be returned separately from devices
Lost or Stolen Packages
- Before delivery: If shipment is lost in transit to you, we'll replace it at no charge (with carrier confirmation)
- After delivery: Package theft after carrier delivery confirmation is not covered-file police report and contact carrier
- Return shipment lost: If your return is lost shipping back to us, insurance coverage is your responsibility (we recommend insured shipping)
Incorrect Items Received
If we shipped the wrong item or an incomplete order:
- Contact us immediately at support@vexa.academprotrade.com
- We'll send correct item immediately with prepaid return label for wrong item
- No refund needed-we fix our mistakes quickly
- Original shipping costs fully refunded if applicable
International Returns
- Customs duties: Import duties/taxes paid on delivery are non-refundable (contact your customs authority)
- Return customs: You're responsible for any export paperwork to return device
- Extended timelines: International return processing takes 14-21 business days
Damaged Package Delivery
If your package arrives visibly damaged:
- Document immediately: Photograph damaged packaging before opening
- Inspect seals: Check if tamper-evident seals are intact despite external damage
- Contact us within 48 hours: Email support@vexa.academprotrade.com with photos
- File carrier claim: We'll help you file shipping damage claim
- Replacement sent: If device or seals damaged in transit, we'll send replacement immediately
Refund Support & Contact Information
Our returns team is here to help make the process smooth and answer any questions.
Returns Department Contact
Email: returns@vexa.academprotrade.com
Business Hours: Monday-Friday, 9:00 AM - 5:00 PM EST (excluding holidays)
Response Time: Within 24 hours on business days
Subject Line: Include your order number for fastest service
Before Contacting Us
To speed up your return request, have this information ready:
- Order number: Found in your order confirmation email
- Delivery date: When you received the package
- Device condition: Confirm tamper-evident seals are intact
- Photos (optional): Images of unopened package can speed processing
- Reason for return: Helps us improve (completely optional)
Common Questions Resolved Quickly
- "Can I return an opened device?" - See Security Rationale section
- "How long until I get my refund?" - See Processing Timeline above
- "Who pays return shipping?" - See Shipping Costs section
- "My device is defective" - See Defective Device Policy above
After-Hours & Weekend Requests
Returns emails sent outside business hours will be answered the next business day. The 30-day return window includes weekends, but we only process returns Monday-Friday.
Policy Updates & Changes
We may update this Refund Policy periodically to reflect operational changes or legal requirements.
How Changes Work
- Notification: Material changes will be posted on this page with updated "Last Updated" date
- Your purchase terms: Returns are governed by the policy in effect at the time of your purchase
- No retroactive changes: Policy updates don't affect orders already placed
- Email alerts: Significant changes may generate email notification to customers
Version History: Previous versions of this policy are available upon request at legal@vexa.academprotrade.com.
Have Questions About Returns?
Our returns team is here to help. We respond within 24 hours on business days.