> For the complete documentation index, see [llms.txt](https://support.ellipal.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.ellipal.com/docs/troubleshooting-and-support/loss-security-and-support/how-do-warranty-and-returns-work.md). # How do warranty and returns work? ### Warranty Period {% tabs %} {% tab title="For the ELLIPAL Cold wallet:" %} If there is a quality problem within 30 days after the product is delivered, we will replace it 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 the shipment. We will not charge any handling fees related to returns and replacements. {% endtab %} {% tab title="For the adapter:" %} If there is a quality problem within 30 days after the adapter is delivered, we will replace it with a new adapter. {% endtab %} {% endtabs %} #### The warranty does not cover the following: * Defects and damage caused 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, including but not limited to fire, earthquakes, lightning 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. * The ELLIPAL Titan is a complete, network-isolated offline cold storage wallet. The ELLIPAL Titan provides full protection against remote and online attacks. * The product serial number recorded on the warranty document is inconsistent with the one imprinted or labeled on the product. *** ### Refunds and Replacement * Please let us know the reason for your refund, and we will request a refund through our payment gateway. * If you use CoinPayments to purchase, please let us know which coin you used and your address. * Product replacements 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: . We will reply to your refund or replacement request within 3 business days. **If you change your mind after receiving ELLIPAL, the reason includes: "I do not like" or "I do not know how to use".** * It’s ok to change your mind in 15 delivered date. * Please contact our Support Team at first, and then you need to ship the products back to us, packaged with all included parts. We will refund you the product value after receiving the return parcel; you are responsible for all shipping costs. #### FAQ
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 within the next 3\~5 business days.
Where should I ship it when returning? Please don’t send the items to the send address. Every returned product needs to be sent to the factory for checking, so please ship the item to our warehouse.
*** ### Cancel an Order * If you wish to cancel your order, please contact as soon as possible. * Before Shipment: If your order has not been shipped yet, we will process your refund within 3-5 business days. * After Shipment: Please note that it cannot be intercepted. In this case, kindly contact us for a return address once you receive the package, and we will provide you with the necessary return instructions. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://support.ellipal.com/docs/troubleshooting-and-support/loss-security-and-support/how-do-warranty-and-returns-work.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.