Warranty and Refund Policy
ELLIPAL offers a full 1 year warranty on all of our devices, depending upon the design, manufacture, or expected use. The warranty applies from the date of purchase by the customer.
Please ensure the details is completed at the time of purchase and presented to the dealer for warranty service, otherwise your warranty may be affected.
ELLIPAL represents and warrants that this unit and its accessories, under normal use for the warranty period，are free from error, improper or inferior workmanship, material, or design.
This warranty is subject to the following terms and conditions:
If you believe your ELLIPAL cold wallet to be defective during the warranty period, please start by contacting at cs@ellipal.com with your order number. We will do our best to help you resolve your issue.
If we are unable to help you, you will need to ship the product back to us. Do not worry, we will give you all the necessary information when you contact us.
Please make sure that the product is still under warranty.
To submit a valid claim, please contact us with a clear image or video that can prove your claim.
Warranty Period:
For the ELLIPAL Cold wallet:
If there is a quality problem within 30 days after product delivered, we will replace you with a new cold wallet or refund you, and we're responsible for the shipping cost of replacement.
Within 12 months after delivery: you will need to send the product back and we will inspect and repair it for free, but you are responsible for the cost of all the shipment fee.
We will not charge any handling fees related to returns and replacements.
For the adapter:
If there is a quality problem within 30 days after adapter delivered, we will replace you with a new adapter.
The warranty does not cover the following:
- Defects and damage cause during the transportation, loading and unloading of the product.
- Defects caused by unauthorized attempts to dismantle or reassemble the product.
- Defects and damage due to the product being used in a way different from its normal customary manner,
- Defects caused by uncontrollable force e including but not limited to fire, earthquakes, lighting strikes and wars.
-Defects caused by improper use, care, maintenance and handling of the product that do not comply with instructions in the user manual.
Normal wear and tear, including but not limited to the case:
The product serial number recorded on the warranty document is inconsistent with the one imprinted or labeled on the product.
*Special notice
If product defect results from normal usage, this warranty and the invoice that records the product order number shall be presented to a designated maintenance center for free maintenance services.
This warranty will be null and void for any of the following events:
- If any of the terms and conditions specified in this warranty has been altered or modified in any way without prior written consent of ELLIPAL.
- If the purchase receipt or proof of purchase cannot be provided.
If you submit a valid claim under this warranty. ELLIPAL will either repair, replace or refund your device at its own discretion. Warranty benefits are in addition to rights provides under local consumer laws.
Refunds and Replacement
Please let us know the reason of your refund and we will request refund through our payment gateway.
If you use Crypto.com to purchase, please let us know which coin you used and your address.
Product replacement are only available for products that you received in a defective or damaged condition or when a different product than what you ordered was incorrectly sent to you.
Contact Email: cs@ellipal.com, we will reply your refund or replacement request within 3 business days.
If you change your mind after receiving ELLIPAL, reason includes: "I do not like" or "I do not know how to use".
It’s ok to change your mind in 30 delivered date.
Please contact our Support Team at cs@ellipal.com firstly, and then you need to ship the products back to us and packaging with all included parts. We will refund you the product value after receive the return parcel, you are responsible for all shipment cost.
How long does the refund process take?
When your return shipment is received at our warehouse, it takes us between 2-3 business days to process it. Once processed, refunds will post to your account in 3-7 business days.
How long will it take to receive my replacement?
After we check all the returned items and confirm that the product is defective, the replacement is usually shipped out the next 3~5 business days.
Where I should ship to when return?
Please don’t send the items to send address when return, every returned products needs to be sent to the factory for check, so please contact us first, we will open a case with you and tell you the return address.
Cancel an order
Please contact cs@ellipal.com as soon as possible. If your order has not yet shipped, we will refund your payment within 3-5 working days. If your order has shipped, we will refund your payment as soon as we have received the item(s) back from you and processed them at our warehouse.
Returns initiated due to customer refusal of package delivery for personal reasons will not qualify for a refund of the incurred shipping fees.