Refund policy

This Refund and Return Policy applies to purchases made through www.digiwallets.co.za, operated by Arcadia Group (Pty) Ltd.

We aim to ensure that customers receive genuine products in perfect condition and that any issues are resolved quickly and fairly.

 

Returns

Due to the security-sensitive nature of cryptocurrency hardware wallets, returns may be restricted in certain circumstances.

Returns may not be accepted if:

  • the manufacturer’s security seal has been broken
  • the device has been initialised or used
  • recovery phrases have been generated

Once a hardware wallet has been initialized, it cannot be safely resold as a new device because the security of the device can no longer be guaranteed.

For this reason, customers should contact support before opening a product if they believe a return may be required. This may be done within 30 days of receiving the product. Exchanges will also be possible during this 30 day window, provided the device is in brand new condition and unopened. A return shipping cost may be payable.

 

Cooling-Off Period

Under the provisions of the Electronic Communications and Transactions Act, customers may have the right to cancel certain online purchases within 7 days of receiving the goods.

However, due to the security-sensitive nature of cryptocurrency hardware wallets, this cooling-off period may not apply once:

  • the manufacturer’s packaging has been opened, or
  • the device has been initialised.

This is necessary because opened security devices cannot be safely resold or redistributed.

 

Refunds

Refunds may be issued in the following circumstances:

  • an order is cancelled before it has been dispatched
  • a product is confirmed to be defective upon arrival
  • a delivery failure occurs and the order cannot be completed
  • a return is approved by digiwallets.co.za

Where applicable, refunds will be processed using the original payment method used for the purchase.

Refund processing times may vary depending on the payment provider.

 

Damaged or Defective Products

If a product arrives damaged or defective, customers should contact digiwallets.co.za as soon as possible.

Customers may be asked to provide:

  • photographs of the product
  • photographs of the packaging
  • a description of the issue

This allows us to investigate the issue and determine the appropriate resolution.

 

Manufacturer Warranty

Certain products sold on www.digiwallets.co.za include manufacturer warranties.

Ledger Devices

Ledger hardware wallets typically include a 1-year limited manufacturer warranty covering defects in materials or workmanship.

The warranty does not cover:

  • misuse or improper setup
  • cosmetic damage
  • accidental damage
  • loss of digital assets

Trezor Devices

Trezor hardware wallets generally include a 2-year manufacturer warranty covering manufacturing defects under normal use.

Warranty claims may require proof of purchase and may require the device to be returned for inspection or replacement.

digiwallets.co.za may assist customers in initiating warranty claims where possible, although final warranty decisions are determined by the manufacturer.

Customers may be responsible for shipping costs associated with warranty claims depending on the manufacturer’s policies.

 

Cryptocurrency Security Notice

Cryptocurrency hardware wallets are security devices designed to allow customers to manage and secure their own digital assets.

digiwallets.co.za does not have access to and cannot access:

  • private keys
  • recovery phrases
  • wallet passwords or PIN codes
  • cryptocurrency balances or transactions

Customers are solely responsible for securely storing their recovery phrase.

Loss of recovery phrases may result in permanent loss of access to cryptocurrency.

 

Contact

For return or refund inquiries please contact:

Email:
hello@digiwallets.co.za