Refund policy

Return and Refund Policy

Last updated: 15 July 2026

This policy applies to physical products purchased from SafeVault, operated by OÜ CryptoTech. It supplements, and does not limit, mandatory consumer rights.

14-day right of withdrawal

If you are a consumer who bought online, you may withdraw from the purchase without giving a reason within 14 days from the day you, or a person designated by you other than the carrier, receives the goods. If an order is delivered in several parts, the period starts when you receive the last part.

To exercise this right, send a clear statement before the 14-day period expires to info@safevault.ee. Include your name, order number, the product and your decision to withdraw. You may use your own wording. We will acknowledge your request and provide practical return instructions.

After notifying us, send the goods back without undue delay and no later than 14 days after your notice to:

OÜ CryptoTech / SafeVault Returns
Vana-Tartu mnt 79a
Peetri alevik, 75312 Rae vald
Harju maakond, Estonia

Condition of returned hardware wallets

You may inspect a product only as you reasonably could in a physical shop to establish its nature, characteristics and functioning. We ask you to return the product with all accessories, cards, cables, manuals and original packaging where possible.

An unopened, intact manufacturer seal normally allows the quickest inspection and full resale. However, opening the packaging of a hardware wallet does not by itself remove a consumer’s statutory right of withdrawal. You may be responsible for any diminished value caused by handling or use beyond what is necessary to inspect the product.

If you activated or configured a device, remove accounts and personal data and perform the manufacturer’s official factory-reset procedure before returning it. Never include a recovery phrase, private key, PIN or password in the parcel or in a message to us. We cannot accept custody of those credentials. If secure personal data cannot be removed, contact us before shipping so we can give safe instructions.

Return shipping and original delivery cost

For a change-of-mind withdrawal, you bear the direct cost and risk of returning the goods. Use a trackable service and pack the product securely. If the goods are defective, damaged on arrival or incorrect, we will cover reasonable return costs or provide another appropriate solution.

When a statutory withdrawal is valid, we refund the product price and the cost of the least expensive standard delivery method offered for the original order. Extra delivery cost resulting from your choice of an express or more expensive method is not refundable unless required by law.

Refund timing

We will refund amounts due without undue delay and no later than 14 days after we receive your withdrawal notice. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever happens first. Refunds are issued to the original payment method unless you expressly agree otherwise. Banks and payment providers may need additional processing time after we issue the refund.

Faulty, damaged or incorrect goods

Inspect the parcel when it arrives and contact us promptly if the product is damaged, defective, incomplete or not what you ordered. Describe the issue and provide reasonable supporting information, such as photographs of transit damage. Do not share wallet credentials or transfer cryptocurrency to demonstrate a fault.

For consumer sales, the seller is responsible for lack of conformity that becomes apparent within the statutory period, generally two years from delivery under Estonian and EU consumer rules. Depending on the circumstances, remedies may include repair, replacement, a price reduction or termination of the contract and refund. A manufacturer’s commercial warranty is additional and does not reduce your legal rights against OÜ CryptoTech.

Exceptions

Withdrawal exceptions apply only where allowed by law. Examples can include goods made to your specifications, sealed standalone computer software after unsealing, or sealed goods that cannot be returned for genuine health or hygiene reasons after opening. These exceptions do not automatically apply to a hardware wallet merely because its packaging was opened.

Gift cards and digital content may have separate statutory rules if they are offered. We will identify any applicable exception before purchase. This section does not affect rights relating to defective or misdescribed goods.

Exchanges

Contact us if you want a different product. The clearest process is usually to return the original item under this policy and place a new order after the return is accepted. We will not ask you to disclose a recovery phrase or private key as part of an exchange.

Order cancellation

You may request cancellation until the order is fulfilled. Email info@safevault.ee as soon as possible. If dispatch has already started, use the withdrawal procedure after delivery.

Contact

OÜ CryptoTech, registry code 14725379, VAT number EE102373619
Email: info@safevault.ee
Phone: +372 5871 5871
Customer support / WhatsApp: +372 5565 3507