imKey Official Store Refund & Return Policy

Last Updated: January 21, 2026

This Policy applies to all products purchased through the imKey Official Store (https://imkey.im). This Policy is established by IMKEY PTE. LTD. (hereinafter "imKey", "we", "us", or "our") to provide transparent and fair after-sales protection in accordance with Singapore laws and international trade practices.

1. Critical Security Disclaimers

• Product Nature: imKey sells physical hardware security devices. imKey does not hold, control, or manage any user’s digital assets, private keys, or recovery phrases.
• User Responsibility: Users assume full responsibility for any loss of digital assets resulting from forgotten PINs, lost/disclosed recovery phrases, or stolen private keys. imKey cannot and has no authority to recover any private key data not backed up by the user. Asset losses arising from such events are strictly excluded from this Policy.

2. 14-Day Right of Withdrawal (Change of Mind)

In accordance with consumer protection guidelines, imKey offers a 14-calendar-day return right from the date of receipt, strictly subject to the following "Unopened" Security Standards:

Definition of "Unopened" (Specific to Hardware Security):

• Acceptable to Open: External shipping cartons, courier tamper-evident bubble mailers.
• NOT Acceptable to Open (Opening constitutes "Used" status, voiding return eligibility):
  • The original plastic shrink-wrap on the product box.
  • The tamper-evident security seal at the opening of the box.
  • The internal sealed packaging or the device body itself.

Cost Responsibility:

• For returns not involving manufacturing defects, the cost of return shipping to our Singapore warehouse is the sole responsibility of the customer.
• Original shipping fees, handling charges, and any import duties already incurred are non-refundable.

3. One-Year Limited Warranty

imKey warrants the product against defects in materials and workmanship under normal use for a period of one (1) year from the date of receipt.

What is Covered (Manufacturing Defects):

• Tamper-evident seals found damaged upon initial receipt.
• Hardware component failures (e.g., screen display anomalies, physical button malfunction, charging failure, or secure element chip defects).

What is NOT Covered:

• Accidental/User Damage: Dropping, crushing, liquid ingress, moisture, or unauthorized disassembly.
• Improper Use: Loading non-official firmware, using illegal plugins, or damage caused by extreme environmental conditions.
• Natural Wear and Tear: Natural degradation of battery life over time or minor cosmetic scratches.
• Asset Loss: Any loss of digital assets for any reason.

Special Security Note: Due to the high-security nature of hardware wallets, imKey provides a "Replacement Only" service for valid warranty claims. We do not perform hardware repairs to eliminate the risk of hardware interception or tampering during the repair process.

4. After-Sales Service Process (RMA)

1. Submit Request: Customers must email support@imkey.im including the Order Number, description of the fault, and clear photographic or uninterrupted unboxing/testing video evidence.
2. Return Merchandise Authorization (RMA): Once approved, our team will issue an RMA number and return instructions. Packages returned without a valid RMA number may be rejected or ignored.
3. Data Erasure (Crucial): Before returning a device, the customer must ensure they have backed up their recovery phrase and, if possible, performed a factory reset to clear local data. imKey is not liable for data disclosure risks from returned devices.
4. Processing Timeline:
   • Refunds: Once the returned item is verified to meet requirements, refunds will be processed within 5–10 business days via the original payment method.
   • Replacements: Upon confirmation of a defect, a new device will be dispatched within 5–7 business days.

5. Duties and Fee Allocation

• Manufacturing Defects: If confirmed as a manufacturing defect, imKey will cover the cost of return shipping and reshipment.
• Non-Quality Issues / Customs Rejection: Returns caused by customer-side issues (e.g., refusal to pay local duties, incorrect address, or "change of mind") will result in the customer bearing all two-way shipping costs and customs storage/handling fees.

6. Governing Law and Dispute Resolution

• Governing Law: This Policy shall be governed by and construed in accordance with the laws of Singapore.
• Dispute Resolution: Any dispute arising out of or in connection with this Policy shall be settled through amicable negotiation. If no settlement is reached, the dispute shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with the Arbitration Rules of the SIAC for the time being in force.

7. Modifications

imKey reserves the right to modify this Policy at any time to reflect changes in business operations or legal requirements. Updated terms will be posted on the official website and do not apply retroactively to orders already completed.

Important Notice:imKey sells physical security hardware products only and does not provide any virtual asset trading, custody, or funds-related services. References to third-party wallets, exchanges, or decentralized applications are for compatibility purposes only; related functions and services are provided independently by third parties.