SECURITY & SELF-CUSTODY POLICY
Last Updated: September 2026
Security is at the center of the Mars Hardware Wallet experience.
Mars Hardware Wallet is an independent retailer of hardware wallet devices. We do not hold, store, collect, or have access to customers’ private keys, recovery phrases, digital assets, or transaction authorization.
No hardware, software, website, or security system can eliminate every possible risk. Customers remain responsible for securely managing their wallet devices, recovery information, and authentication credentials.
Protect Your Recovery Phrase
Your recovery phrase is one of the most important security elements associated with your wallet.
You should:
• Keep it private
• Store it in a secure offline location
• Never photograph it
• Never upload it to cloud storage
• Never send it by email or messaging apps
• Never enter it into an unknown website
• Never share it with customer support
• Never disclose it to anyone claiming to provide technical support
Mars Hardware Wallet Will Never Ask for Your Recovery Phrase
Mars Hardware Wallet will never ask you to provide your recovery phrase, private keys, PIN, password, or other confidential wallet credentials.
We will never request this information to process an order, return, refund, warranty claim, or customer support request.
Anyone asking for these credentials while claiming to represent Mars Hardware Wallet should be treated as suspicious.
Device Setup and Initialization
Customers should initialize hardware wallet devices using the applicable manufacturer’s official software and instructions.
Recovery phrases and private keys should be generated and handled directly by the customer.
Mars Hardware Wallet does not provide services that require customers to submit recovery phrases, private keys, or wallet credentials through our website.
Official Software and Third-Party Services
Always verify that wallet software, applications, browser extensions, and firmware updates are obtained from the applicable manufacturer’s official channels.
Be cautious when using third-party websites, applications, browser extensions, or online services that request wallet access or security credentials.
Mars Hardware Wallet is not responsible for the operation, security, or policies of third-party websites, applications, or services outside our reasonable control.
Phishing and Fraud Prevention
Always verify that you are communicating through genuine Mars Hardware Wallet contact channels.
Do not trust unsolicited messages requesting:
• Recovery phrases
• Private keys
• Passwords
• PINs
• Wallet transfers
• Cryptocurrency payments
• Remote access to your device
• Installation of unknown software
• Connection to unfamiliar websites or applications
Be cautious of fake giveaways, airdrops, technical support messages, account verification requests, or urgent security alerts that request confidential wallet information.
Customer Support Security
Our customer support team may request information such as:
• Order number
• Product model
• Description of an issue
• Photographs or videos of the physical product when necessary
Our support team will never require your recovery phrase, private keys, PIN, password, or wallet credentials.
Customer Responsibility
Customers are responsible for maintaining the security of their wallet devices, recovery information, passwords, PINs, and other authentication credentials.
Customers should carefully verify transaction details, destination addresses, software sources, and device prompts before approving any transaction.
Mars Hardware Wallet cannot recover or replace a lost recovery phrase and cannot restore access to digital assets where the required recovery information has been lost or compromised.
Security Notice
Hardware wallets are designed to provide additional protection for digital asset security, but no product can guarantee complete protection against every possible threat.
Security depends on appropriate device use, software security, protection of recovery information, and safe customer practices.