Refund and Returns Policy

This page explains how to return Cryptnox products purchased from shop.cryptnox.com. It applies to all customers worldwide, with specific provisions for EU consumers under the EU Distance Selling Directive.

Return window

You may return most Cryptnox products within 14 days of delivery for a refund. The 14-day window starts on the day you (or a third party you nominated) physically received the order.

To start a return, contact us through our contact form with your order number. We will reply with return instructions and a return reference (RMA). Please do not ship items back before receiving an RMA.

Condition of returned items

Returned items must be:

• Unused and in the same condition you received them.
• In their original packaging, with the original seal intact.
• Accompanied by the receipt or proof of purchase.

Product-specific exceptions

Because Cryptnox products are security devices, certain conditions make a product non-returnable for safety and integrity reasons:

• FIDO2 security key cards — once a passkey has been created on the card or the card has been registered with any online service (Google, Microsoft, Apple, GitHub, AGOV, login.gov, etc.), the card is no longer eligible for return. The cryptographic credentials are stored on the secure element and cannot be safely cleared by anyone other than the cardholder.
• Crypto hardware wallet cards — once a seed phrase has been generated or imported on the card, the card is no longer eligible for return. From that point the card holds private keys and cannot be sold to another customer.
• Bulk packs (25-piece FIDO2 packs) — once the outer pack seal is broken, the entire pack is non-returnable. Individual cards within an opened pack cannot be returned separately.
• NFC and USB card readers — standard return policy applies; must be in original sealed packaging.
• RFID/NFC blocking cards — standard return policy applies; must be in original sealed packaging.

Return shipping

The customer is responsible for return shipping costs. We recommend using a tracked shipping service for items over CHF 50, as we cannot guarantee receipt of returns sent without tracking.

Original shipping fees paid at checkout are not refundable, except where the return is due to a defective product or a shipping error on our part.

Defective or incorrectly shipped products

If you receive a defective product or the wrong product, please contact us immediately through our contact form. In these cases:

• Cryptnox covers return shipping.
• You will receive a full refund (including original shipping) or a replacement, at your choice.
• We may ask for photos before issuing the return label, to help us track product quality.

Refund processing

Once we receive and inspect your return, we will email you to confirm whether the refund has been approved. If approved, the refund will be processed to your original payment method within 7 business days. Depending on your bank or card provider, the refund may take an additional 5–10 business days to appear on your statement.

Late or missing refunds

If you have not received your refund within 14 business days of our confirmation email:

• Check with your bank or card provider — refunds sometimes take time to post.
• If it still has not arrived, contact us through our contact form.

Sale items and bundles

Sale or promotional items are refunded at the discounted price actually paid, not the original list price. Bundle purchases must be returned in full — partial bundle returns are not accepted unless the unreturned items fall under the product-specific exceptions above.

EU consumer rights

Customers in the European Union have additional rights under the EU Distance Selling Directive (Directive 2011/83/EU), including a 14-day cooling-off period from delivery. The product-specific exceptions above apply to sealed security devices that have been unsealed, in line with Article 16(i) of the Directive.

Return address

Returns should only be sent after receiving an RMA reference from our team. Without an RMA, we may be unable to process the return.

Cryptnox SA
36 Avenue Cardinal Mermillod
1227 Carouge
Switzerland

Contact

Questions about this policy? Reach us through our contact form.