Terms

You’ meaning the customer, the buyer, the purchasing party agree and accept ‘our’ (meaning Hardware Wallets Australia) terms and conditions of sale herewith-in;

Hardware Wallet Australia; ABN 37 621 619 047, is an Australian business based in Brisbane, Queensland. We are proud to be reseller of Trezor, Ledger, Tangem, Keepkey and Cryptosteel for Australia and New Zealand.

Terms of Service;

What Is Our Same-Day Shipping Policy ?
Our same-day shipping guarantee applies to paid and approved orders placed before 3 PM AEST from Monday to Friday, excluding public holidays. In some cases, we may need to verify high-value or suspicious orders. If this unlikely scenario occurs, we will promptly reach out via email with our simple process.

How to Get Phone Sales Support ?
We do not offer phone support, but we're more than happy to help you with any pre-sales and after-sales questions via email.

How to Organise a Return ?
To initiate a return, simply contact us within 7 days of receiving your purchase and follow our instructions.

Privacy Policy ;
Hardware Wallets Australia regards customer privacy as an important part of our relationship with our customers. We never share your information with other 3rd parties.

How Long Do we Keep your Purchase Records ?
We take your personal information (PI) seriously. Per our terms of sale, you are entirely responsible for keeping all records related to your purchase, including but not limited to your order confirmation email and tax invoice. To protect your personal information (PI), we retain customer PI for a minimum of 30 days, after which it may be purged from our systems. A fee will be charged for amendments to issued tax invoices, including lost tax invoices, once they have been purged from our systems.

About Hardware Wallets Australia and your personal information .
We never share customer personal information / your personal data with any Satoshi Labs Trezor, other hardware wallet manufactures, including other related or unrelated 3rd parties with one exception. We have long understood the potential value of our customer database and understand we remain a target not just for cyber criminals but other bad actors! Because of this we adhere to frequent removal of customer personal information from our online business systems.

What data do we keep ?
We maintain a small subset of customer data for warranty claims but only up to the manufacture warranty period. This data is stored offline and is not accessible via the internet. We ask our customers to keep their proof of purchase email to help with obtaining technical support and or warranty claims.

What data do we share ?
Your email address and first name are shared with our email marketing solution to communicate product security issues or special promotions, including educational articles and tips. This is common practice, and our customers can opt out from receiving emails at any time. This action will remove your details from our mailing list.

What other precautions have we taken ?
We won't disclose our entire security posture, but all our employees have undergone police background checks and social engineering training. We have processes in place when employees leave, and website security updates are frequently installed. These measures protect our business and your personal data. We regularly review the steps necessary to protect our customers, our business, and our community. Want to learn all the places your personal data may have been breached? Visit haveibeenpwned.com and enter any of your email addresses—you might be surprised. Please be respectful of friends, family, and colleagues' email addresses and only enter your own.

Want to learn all the places your personal data has already been breached ?
Visit haveibeenpwned.com and enter any of your email addresses. You will probably be surprised. Be respectful of friends, family and colleague emails addresses and only enter your email addresses.

Pricing and Product Information Notice .
We take great care to avoid errors in product information and pricing, but mistakes can happen. If such a mistake occurs, we reserve the right to correct it. Occasionally, we may offer special or reduced pricing. Hardware Wallets Australia does not guarantee prices and reserves the right to increase, decrease, or revert pricing without notice or limitation. Our goal is to make our products affordable for as many people as possible. By purchasing our products, whether in stock or on backorder, you acknowledge and understand that our pricing may need to change.

After Sales and Technical Support Notice .
All support is provided free and without warranty. When making a purchase you are purchasing a product not support. Hardware Wallets Australia bears no responsibility whatsoever for the safe physical storage of any product you purchase ‘once in your physical custody’, including your unique recovery seed phrase should you choose to create one. We reserve all rights to cancel and refund any paid order without notice and without compensation should we deem necessary. Hardware Wallets Australia is not responsible for any assumed or realised loss of digital assets referred to as cryptocurrency, including direct or other indirect losses resulting or assumed financial losses.

Return and Refund Policy;

What If I Change My Mind ?
Change-of-mind returns are only accepted if the item remains in its original packaging and the manufacturer security seal(s) are intact. To initiate a return, simply contact us within 7 days of receiving your purchase and follow the instructions. We advise against opening our shipping packaging. Please note that a 5% administrative fee ‘may' apply. Our shipping and payment processing costs will be deducted from your original purchase amount. If you choose a refund method that incurs bank processing fees, those will also be deducted from your original payment.

How to Organise a Return ?
To initiate a return, simply contact us within 7 days of receiving your purchase and follow our instructions.

How We Handle Faulty Products including suspected Faulty Prouducts ?
In the unlikely event our product is Defective on Arrival (DOA), we will arrange a replacement item. We will first need to deem the original item faulty per our standard business process. Due to the nature of our products Hardware Wallets Australia nor any product manufacture offers spare parts or offers repair facilities during the standard manufacture warranty periods. For your security and peace of mind we and the manufacture only offer new replacement products.

What Are Our Product Warranty Periods ?
All warranty periods begin on the date of the original purchase. This warranty is non-transferable and can only be enforced by the original purchaser. Any product not purchased new from us is explicitly excluded from this warranty. Warranty periods are as follows;

Trezor : 2 years
Ledger: 2 years
Keepkey : 2 years
Tangem Wallet : 25 years
Cryptosteel Capsule : Life Time

Device Suitability .
We make no guarantee our products are fit for your individual needs. You are encouraged to do your own research ('DYOR)'.

Physical and mental disabilities notice .
We do not guarantee that our products will meet your specific individual needs. We encourage you to do your own research (DYOR). We also cannot guarantee that our products will be "fit for purpose" if you have a pre-existing or develop a physical or mental disability or condition.

Can I Cancel a Backorder ?
We do not accept returns or cancellations of paid back-orders placed under preorder or backorder terms once your cooling-off period has lapsed, unless we are late in delivering based on those terms. You agree and understand that estimated shipping times are exactly that.
Cooling-off Period for backorders and preorders. You have until 11:59pm on the same day you placed your order to request a full refund after which we will not accept cancellations or requests for refunds, or exchanges in any circumstances.

Shipping Policy;

Who Are Our Shipping Providers ?
Hardware Wallets Australia partners with Australia Post and StarShipIT. All domestic Australian orders are shipped using a premium eParcel business service, express post with signature on delivery, and insurance for fast and reliable shipping. At checkout, you will be informed whether the shipping is Next-Business-Day or Express Post. Generally, most postcodes receive next-business-day delivery, while parts of WA and NT may take 2-4 days for express post. International orders use the same service and are delivered by your local postal services. Express post to New Zealand takes approximately 7-11 business days. We provide full tracking and status email notifications for all orders. All orders are securely packaged in tamper-proof padded mailers for your peace of mind.

Incorrect or incomplete shipping addresses .
While we offer automatic address correction services using Google APIs, you as the customer are entirely responsible for providing accurate and complete shipping details. If no one is available to receive your eParcel, it will be redirected to your local post office (LPO) for collection. You must collect it within 7 business days, and a photo ID will be required. If you suspect a failed delivery, you must contact our team within 1-2 business days. Please be aware that we only offer one free shipping attempt. Please note we only ship it free once.

How Do We Handle Failed Deliveries ?
Failed deliveries that are not the fault of Hardware Wallets Australia or Australia Post will be returned to our office. If your parcel is marked "Return to Sender" (RTS) by Australia Post and we cannot contact you, your purchase will be automatically refunded, minus our combined shipping and payment processing charges. Although it's not something we prefer to do, we reserve the right to charge an administrative fee of 5% of the value of your order in such cases.

Can I Opt for Authority to Leave ?
No, we do not offer the option for safe drop or authority to leave on any of our shipments. All our parcels ship with signature-on-delivery (SOD) and include insurance against loss. Although this adds extra expense for us, it enhances security for both you and us, providing the best delivery experience and peace of mind. If no one is available to receive your delivery, you will be notified with a card, and your item will be redirected to your local Australia Post office (LPO) for collection.

How Do I Address a Delivery Issue ?
If you suspect a failed or delayed delivery, please notify our team within 72 hours after the expected delivery date. Keep in mind that most of our deliveries arrive the next business day. If you believe your order may be lost in transit (LIT), let our team know so we can initiate an Australia Post enquiry. If Australia Post concludes that the delivery is LIT, we will either send a replacement or, at our discretion, offer a full refund.

How We Handle Unclaimed Mail ?
You are entirely responsible for collecting any mail redirected to your local Australia Post office (LPO). Unclaimed mail will be returned to the sender (RTS) according to Australia Post guidelines, usually within 7-10 business days. Unclaimed mail will not be reposted until payment for incurred shipping costs is received. Although it's not something we prefer to do, we reserve the right to refund your order minus our incurred shipping and payment processing costs for mail that is returned to our office.