ELLIPAL Warranty and Refund Policy
Last Updated: November 3, 2026
Your 1-Year Warranty: We Replace, We Don’t Repair
Every ELLIPAL cold wallet comes with a one-year warranty starting from the date you receive it.
If a manufacturing defect or a fault under normal use affects how your device works, contact us. Once our support team confirms that the issue is covered, we’ll replace your device with a brand-new one. We provide replacements rather than repairs.
When We Replace Your Device for Free
Within 12 months of delivery, our warranty covers:
- Manufacturing or quality defects.
- A device that does not work properly under normal use.
- Product faults that were not caused by misuse, accidental damage, or unauthorized modification.
We cover the shipping cost for eligible warranty replacements. In a small number of remote or hard-to-reach locations, you may need to contribute toward shipping. We’ll explain any applicable cost before proceeding.
If your device arrives with a manufacturing or quality problem, please contact us with your order number and a description of the issue. After verification, we can arrange a refund or a brand-new replacement.
Accidental Damage: Replacement at 50% of the Regular Price
If your device is accidentally damaged within one year of delivery, contact us to request a discounted replacement.
After our support team verifies the issue, you can purchase a brand-new replacement of the same model for 50% of that model’s regular price on the ELLIPAL website at the time of your request.
Our team will confirm the replacement price, shipping arrangements, and any applicable shipping costs before you proceed.
After Your First Year
If a problem occurs more than 12 months after delivery, you can still contact us. Although it falls outside our standard one-year warranty, we’ll review your situation and explain the support or replacement options available. These may include a discount toward a new device.
Any rights you have under applicable consumer protection laws remain unaffected.
Every Device We Sell or Replace Is Brand-New
Every ELLIPAL device we sell, and every replacement device we send, is brand-new.
We never resell devices that have been returned or replaced, and we do not refurbish returned devices for resale. Keeping these devices out of our sales channels helps prevent previously handled or altered devices from reaching another customer.
Our support team will explain the appropriate steps for your case. Please contact us before sending any device back.
Changed Your Mind? You Have 30 Days
We want you to feel comfortable with your purchase. If you change your mind, contact support@ellipal.com within 30 days of delivery to request a refund.
Provide your order number, and our support team will verify your purchase, confirm the next steps, and guide you through the process.
Once your request is approved and any required steps are complete, we’ll refund the amount you paid for the returned item.
If we ask you to send a product back, we’ll provide the return address and instructions. For change-of-mind returns that require shipping, the return shipping cost is your responsibility.
Please wait for our instructions before sending anything back.
Shipping Problems and Seel Protection
Lost or Damaged Deliveries
If your order arrives damaged or you believe it has been lost in transit, contact support@ellipal.com with your order number and any relevant tracking information or photographs.
If the carrier confirms that your parcel has been lost, we’ll arrange a free replacement or a refund, whichever you prefer.
For damage during delivery, we’ll review the information you provide and help arrange the appropriate resolution. You will not be charged for a replacement required because of confirmed damage in transit.
Optional Shipping Protection with Seel
Orders that include Seel shipping protection may qualify for compensation for eligible:
- Delivery delays.
- Package loss.
- Product damage during transit.
Seel protection can provide compensation for qualifying delays and payouts for covered loss or damage. Coverage, exclusions, compensation amounts, and reporting deadlines depend on the terms applicable to your order.
To report an issue, follow the instructions and claim link in your Seel coverage confirmation email. Submit your request and supporting information within the applicable deadline. Seel reviews claims and determines eligibility under its terms.
You can also refer to the Seel coverage information.
The same loss cannot be compensated twice. If you have already received a refund, replacement, or other compensation for the same issue, disclose this when submitting your claim so the resolution can be coordinated under the applicable terms.
Purchasing or declining Seel protection does not remove your rights under this policy or applicable consumer protection laws.
What Is Not Covered by Free Warranty Replacement
Our free warranty replacement does not cover:
- Damage caused by dismantling or modifying the device.
- Damage caused by use that does not follow the user instructions.
- Accidental damage caused by the user.
- Damage caused by events such as fire, earthquake, lightning, flood, or war.
- Normal cosmetic wear that does not result from a manufacturing defect.
Accidental damage may qualify for the discounted replacement service described above.
How to Request Help
Email support@ellipal.com with:
- Your order number or another proof of purchase.
- A description of the problem.
- A photograph or short video showing the issue, where relevant.
We’ll help you troubleshoot, verify the issue, and confirm the appropriate refund or replacement arrangements.
Approved warranty replacements are normally dispatched within 3–5 business days after confirmation.
Please do not include your Seed Phrase, private keys, PIN, Passphrase, or wallet passwords in emails, photographs, or videos. Our support team does not need this information to assist with a product issue.
Refund Timing and Payment Methods
Our support team will confirm your refund after your case has been reviewed and any required steps have been completed.
If a physical return is required, please allow 2–3 business days for inspection and processing after the product reaches our warehouse.
Once a refund has been issued, it usually appears in your account within 3–7 business days, depending on your payment provider.
Cryptocurrency Payments
If you paid with cryptocurrency, contact us to confirm the payment currency and your receiving address.
Cryptocurrency refunds are calculated using the relevant cryptocurrency value at the time the refund is processed. Network fees may apply.
Canceling an Order
If you need to cancel an order, email support@ellipal.com as soon as possible.
If the order has not shipped, we’ll process your refund within 3–5 business days.
If the order has already shipped, our support team will explain the available options and any steps required to complete the cancellation and refund.
Your Consumer Rights
This policy provides benefits in addition to your rights under applicable consumer protection laws. Nothing in this policy limits or excludes any statutory right or remedy that cannot lawfully be limited or excluded.