Refund & Replacement Policy

Your order is our responsibility from the moment it is placed until it is handed to the courier, and we remain responsible for the contents and condition of the sealed package you receive. We ship DDP (Delivered Duty Paid), to the delivery address you give us: import clearance, duties and taxes are handled and paid by us, and you are never asked for an import fee.

You can make a claim in these situations:

• Your order did not clear customs because of a processing error on our side. Clearance is our responsibility, so this is our fault, not yours.
• The item is incorrect — a different product, variant or quantity than the one you ordered.
• The item arrived damaged. This is uncommon given the nature of these items and is almost always a courier handling issue, but we will review it.

Email [email protected] within 14 days of delivery — or within 30 days of dispatch if your order never arrived — and include:

• Your order number.
• What went wrong, and when you noticed it.
• Photographs of the outer packaging, any seals, and the item as you received it.

We cannot assess a claim without photographs. Please keep all packaging until your claim is closed — once it is discarded there is usually no way to establish what happened.

Where the fault is ours we will normally send a replacement rather than a refund. A replacement is available once per order. After a replacement has been sent, any further claim on that order is handled by email at our discretion.

• Change of mind, or ordering the wrong item.
• Delays caused by customs inspection, courier backlog, or an incorrect or incomplete delivery address.
• Parcels refused at delivery, or left unclaimed and returned.
• Items that have been opened, used or altered, except in the three situations listed above.

Payments to us settle on public blockchains and cannot be reversed, so a refund is a new transaction rather than a reversal of yours. Approved refunds are issued for the item value at the time of purchase, to a wallet address you confirm with us in writing. Network fees are not refundable.

Situations we have not anticipated are reviewed case by case, and by email only — [email protected]. Support chat cannot approve an exception.