Refund Policy
Last updated: December 2024
1. Overview
At CryptoMarketPlay, we want you to be completely satisfied with your purchase. This Refund Policy outlines your rights regarding returns, exchanges, and refunds for hardware wallet devices purchased from our website.
As we are based in Germany and sell to customers in the European Union, this policy complies with EU consumer protection regulations, including the right of withdrawal.
2. Right of Withdrawal (EU Customers)
Under EU consumer law, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), physically acquires the goods.
2.1 How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision by:
- Email: info@cryptomarketplay.com
- Phone: +49 1578 1309277
- Post: Köpenicker Str. 14, 10997 Berlin, Germany
You may use the model withdrawal form below, but it is not obligatory.
Model Withdrawal Form:
To: CryptoMarketPlay, Köpenicker Str. 14, 10997 Berlin, Germany
I hereby give notice that I withdraw from my contract of sale of the following goods:
[Product name and order number]
Ordered on: [Date]
Received on: [Date]
Name of consumer: [Your name]
Address of consumer: [Your address]
Signature (only if sent by post): [Signature]
Date: [Date]
3. Conditions for Returns
To be eligible for a return, the following conditions must be met:
- The product must be returned within 14 days of notifying us of your withdrawal
- The product must be in its original packaging
- The product must be unused and in the same condition as received
- All accessories, manuals, and documentation must be included
- The security seal must not be broken (if applicable)
Important Security Notice:
For security reasons, hardware wallets that have been initialized (set up with a PIN or recovery phrase) may be subject to additional inspection before a refund is processed. This is to ensure the device has been properly reset and contains no user data.
4. Return Shipping
You are responsible for the cost of returning the product to us. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
Please ship returns to:
CryptoMarketPlay Returns
Köpenicker Str. 14
10997 Berlin
Germany
5. Refund Process
5.1 Refund Timeline
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days using the same payment method you used for the original purchase.
5.2 Refund Amount
You will receive a full refund of the purchase price. Original shipping costs will be refunded only if you are returning the entire order. If the product shows signs of use beyond what is necessary to establish its nature, characteristics, and functioning, we may deduct a proportionate amount from the refund.
6. Defective Products
If you receive a defective product, please contact us immediately. For defective items, we will:
- Provide a prepaid return shipping label
- Offer a replacement or full refund at your choice
- Process the return as a priority
7. Warranty Claims
Our hardware devices come with manufacturer warranties. Warranty claims for defects that appear after the 14-day withdrawal period should be directed to the manufacturer or processed through our customer support team.
8. Non-Returnable Items
The following items cannot be returned:
- Products with broken security seals (unless defective)
- Products damaged due to misuse or negligence
- Products returned after the 14-day withdrawal period
9. Exchanges
If you wish to exchange a product for a different model, please return the original product for a refund and place a new order for the desired item.
10. Contact Us
If you have questions about returns or refunds, please contact us:
CryptoMarketPlay
Köpenicker Str. 14
10997 Berlin, Germany
Email: info@cryptomarketplay.com
Phone: +49 1578 1309277