RETURN & REFUND POLICY
Last Updated: September 2026
At Mars Hardware Wallet, product security and customer protection are important to us. Because hardware wallets are security-sensitive products, returns and refunds are subject to the conditions below.
1. RETURN ELIGIBILITY
Customers may request a return for an eligible product within 30 days of delivery, provided that:
• The product is unused.
• The original factory packaging and security seals remain intact.
• The product is in its original condition.
• All original accessories and included materials are returned.
• The order can be verified through our records.
Because hardware wallets are security-sensitive products, products that have been opened, activated, configured, or otherwise used may not be eligible for a standard return unless the product is defective or otherwise covered by applicable consumer protection laws.
2. SECURITY-SENSITIVE PRODUCTS
For security and product-integrity reasons, we may refuse a return of a hardware wallet if its original packaging or security seal has been opened, removed, damaged, or compromised.
This restriction does not apply where the product is confirmed to have a manufacturing defect or where applicable consumer protection laws require otherwise.
This policy is intended to protect both customers and the integrity of security-sensitive products.
3. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is defective, damaged, or different from the product you ordered, please contact us as soon as possible.
Please provide:
• Your order number
• Product name or model
• A description of the issue
• Photos or videos showing the product and packaging when appropriate
Our support team will review the issue and provide further instructions.
4. RETURN AUTHORIZATION
Please contact our support team before sending any product back.
Unauthorized returns may be delayed or may not be accepted.
If your return request is approved, we will provide return instructions.
5. REFUNDS
Once an approved return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will generally be issued to the original payment method.
Refund processing times may vary depending on your payment provider, bank, or card issuer.
6. RETURN SHIPPING COSTS
Unless otherwise required by applicable law, customers may be responsible for return shipping costs for voluntary or change-of-mind returns.
If a product is confirmed to have a manufacturing defect or was damaged before delivery, Mars Hardware Wallet may provide an appropriate return shipping solution depending on the circumstances.
7. NON-RETURNABLE SITUATIONS
Unless otherwise required by applicable law, returns may not be accepted for:
• Products that have been used or activated
• Products with opened, removed, damaged, or compromised security packaging or seals
• Products damaged through misuse, unauthorized modification, or improper handling
• Products returned without prior authorization
• Products missing original components or accessories
These restrictions do not affect rights that may apply under applicable consumer protection laws.
8. IMPORTANT SECURITY NOTICE
Never send your recovery phrase, private keys, PIN, passwords, or other confidential wallet credentials to Mars Hardware Wallet.
We will never require your recovery phrase or private keys to process a return, refund, warranty claim, or support request.
9. CONTACT US
For return or refund requests, please contact:
support@marshardwarewallet.com
Please include your order number and a clear description of your request.
Mars Hardware Wallet
Operated by Mars Cloud LIMITED