Our Cancellation & Replacement Policy

We inspect all returned items when they arrive at our processing facility.
The website (www.cypherock.com/product/cypherock-x1) allows you to order Cypherock X1 products. Below are the details regarding Cypherock's Cancellation & Replacement Policy. The Cancellation policy & Replacement policy both apply only to the Cypherock X1 wallets purchased directly from Cypherock website and/or it's official resellers and distributors.
Cancellation Policy
Orders once placed can't be cancelled and are non-refundable. Once you receive the product and find any technical issues, you can reach out to us at support@cypherock.com and one of our team members would investigate the issue and come back with a solution.
In extreme cases where the technical issues can't be resolved or in case of damaged or broken vault device/ cards, we would replace your product after the investigation. For any further queries, you can email us at support@cypherock.com .
Warranty Period
HODL TECH PTE LTD warrants to the end user, that its product, excluding content and or software supplied with or on the product will be free from defects in material or workmanship under regular uses defined on our website, during the applicable warranty period commencing on the date of payment. The applicable warranty period shall commence on the date of original purchase and lasts for one (1) year. We further warrant the replaced product, its component and labor to be free from defects in material or workmanship for a period of thirty (30) days from the date of replacement or the remainder of the warranty period, whichever is greater.
Warranty Limitations
HODL TECH PTE LTD do not warrant that the functions contained in the software on the product will meet specific requirements or that the operation of the software will be uninterrupted or error-free. The product is sold “as is”.
This warranty does not apply to: (a) normal wear and tear; (b) damage resulting from accident, abuse, misuse, neglect, undue physical or electrical stress, improper handling or installation, or acts of nature; (c) alteration by persons other than us, associated partners or authorized service facilities; (d) damage or loss of data due to interoperability with current or future operating systems, software and/or hardware; (e) damage or loss of the product caused by undue physical or electrical stress, including but not limited to moisture, corrosive environments, high voltage surges, extreme temperatures, shipping, or abnormal working conditions; (f) damage caused by operator error, or non-compliance with instructions as set out in accompanying documentation; (g) products, on which the original software has been replaced or modified by persons other than us, associated partners or authorized service facilities; (h) counterfeit products; (i) damage or loss of data caused by improper usage and behavior which is not recommended and/or permitted in the product documentation.
Neither HODL TECH PTE LTD nor any parent, officer, director, member, shareholder, agent, employee or joint venture of HODL TECH PTE LTD shall be liable for any direct, indirect, consequential, incidental or special damages whatsoever, including, without limitation, business interruption, extra expense, loss of profit, loss of property (for purpose of this warranty the term “Property” shall specifically include any form of crypto-currency/property stored or maintained on the product), loss of use of property, delay or damages consequential upon delay and/or loss of use or loss of use of property, or for damage caused by improper use (including use in an incompatible device and use not in accordance with the instructions). The foregoing types of excluded damages shall include any cost arising out of a product recall. HODL TECH PTE LTD’s liability is limited to the amount you paid to purchase the product.
Warranty Claims
To make a warranty claim you must verify your possession of the product to us, contact HODL TECH PTE LTD at support@cypherock.com within the warranty period and provide proof of purchase (showing date and place of purchase and name of the reseller, if any) and the product name and version. Before returning the product, please make sure to backup any sensitive data and erase from the device. HODL TECH PTE LTD is not responsible for damages to or loss of any data stored in the product during the warranty service procedures.
HODL TECH PTE LTD will undertake to repair, or based on its discretion replace a defective product by an identical or similar (e.g. newer) version of the product, unless the defect was the result of warranty limitations. The repair or replacement of the product is free of charge for the parts, components and labor necessary in order to perform the repair and restore the product’s proper operating condition, provided the unit is returned otherwise undamaged and shipping prepaid, including insurance, to our service facility. The costs incurred in connection with returning of the product to our facilities shall be carried by the product owner or reseller. If the product is returned uninsured, you assume all risks of loss or damage during shipment.
National, state and local laws may grant you other rights that are not affected by this warranty.
Replacement Policy
Replacement policy covers the following:
Damaged Deliveries: At the moment of delivery, customer must check to ensure that the package was not tampered with and that the packaging of the products is intact and undamaged. If a customer notices any defects or receives a physically damaged product, customer can request for a replacement. Provided such request is initiated within seven (7) days upon the delivery of the product.
Product Defect: If a customer experiences a defect in the product, please send an email to support@cypherock.com and report the defect. The support team will verify the defect, and analyze whether the defect is under warranty claims, and thereafter process a replacement. User can request for a replacement for the product, provided that a request is initiated within the warranty period.
Replacement requests will only be accepted for orders that are confirmed as shipped.
Replacement process
In order to obtain replacement of your product, you must initiate a product replacement request by contacting support@cypherock.com . The product should be returned with the original packaging including the X1 Vault, 4 X1 Cards, along with all the accompanying accessories and manuals.
If the product is under warranty and the defect is under the warranty claim, HODL TECH PTE LTD shall bear the cost of shipment. However, If the defect is outside the warranty period or warranty claim then, the customer is liable for bearing the cost.
Once the replacement request is received by HODL TECH PTE LTD, a replacement request acknowledgment, shipping cost related information and a return mailing address shall be shared to the customer. The customer is liable to mail the product to HODL TECH PTE LTD. After review of the completeness of the return, Cypherock will proceed to replace the Products.
Please use a trackable shipping service and/or purchase shipping insurance. We cannot guarantee that we will receive your returned item, and you assume all risks of loss or damage during shipment.
Once we receive and inspect the products, we will send you an email to notify you of the approval or rejection of your replacement. Replacement shall be completed within four (4) weeks of approval.