Refunds, Returns & Warranty
Effective date: 3 June 2026 · Last updated: 3 June 2026
This policy explains your options if you wish to return your ViDAI hardware wallet or if it develops a fault. It does not affect any mandatory statutory rights you may have under the consumer-protection laws of your country.
1. Cooling-off / change of mind
You may request a return within 14 days of delivery, provided the device is unused, unopened, and in its original sealed, tamper-evident packaging. For security reasons, we cannot accept returns of opened or used hardware wallets where the tamper-evident seal is broken, except where the device is faulty, because a used security device cannot be guaranteed safe to resell.
2. How to request a return
- Email help@vidai.sbs with your order number and reason for return.
- We will provide return instructions. Do not send items back before receiving them.
- Return shipping costs are your responsibility unless the item is faulty or incorrect.
3. Refunds
Once we receive and inspect the returned device, we will notify you of approval. Approved refunds are issued to your original payment method, typically within 14 days. Original shipping charges may be non-refundable except where the item was faulty or incorrect.
4. Faulty or incorrect items
If your device arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery. We will arrange a repair, replacement, or refund at no cost to you, including return shipping, in line with applicable consumer law.
5. Limited hardware warranty
We warrant that the ViDAI device will be free from defects in materials and workmanship under normal use for 24 months from the date of delivery. This warranty does not cover damage from misuse, accidents, unauthorised modification, or normal wear. To claim, contact help@vidai.sbs with proof of purchase.
6. Your funds are not affected
Because ViDAI is non-custodial, returning or replacing a device does not give us access to your crypto-assets. Always move funds or back up your recovery phrase before returning a device. We are not responsible for assets left on a returned device.
7. Contact
ViDAI — 222 59th CT, West Des Moines, IA 50266, USA · help@vidai.sbs · +1 484-848-7725.