After-sales Service and Returns

Applicable Products

• imKey Pro Hardware Wallet (including bundle products)
• imKey Safe Box S1 (including bundle products)
• imKey Safe Box P1 (including bundle products)
• imKey Mnemonic Stamp Plate L1 (including bundle products)
• imKey Exclusive Cardholder (including bundle products)

Seven-day Return and Exchange for Unopened Products

imKey PTE. LTD. offers a seven-day return or exchange policy for products received by the customer, provided the original packaging remains unopened.

Definition of Unopened Packaging:

• Shipping box or tamper-evident bag containing the product: Can be opened and is not considered part of the original packaging.
• Plastic seal: Must remain unopened.
• Product box packaging: Must remain unopened with the tamper-proof seal intact.

One-Year Limited Warranty

imKey PTE. LTD. voluntarily provides a one-year limited warranty for its manufactured products. Given the specific security requirements of hardware wallets, to ensure quality service and minimize supply chain security risks, imKey offers product replacement (no repair service) within the one-year warranty period in the event of the following defects:

• Product quality defects: Defects in craftsmanship or materials.
• Packaging damage defects: Significant damage to the external packaging upon receipt, such as a soaked outer box, torn seal, or signs of tampering.

The following cases are NOT covered under imKey’s warranty:

• Damage due to accidents or external factors beyond imKey’s control.
• Natural wear and tear of consumable components, such as batteries.
• Minor surface damage that does not affect product functionality.
• Normal wear and aging of the product.
• Loss of the product.
• Any negligence, deliberate misuse, or improper handling.
• Loss of any digital assets (please contact us directly for assistance by submitting a ticket or emailing our support team at support@imkey.im).
• Any other defects or damages not covered under the warranty policy.

If the product falls under the warranty criteria mentioned above, imKey offers a replacement service but does not provide any repair services.

For assistance with return, exchange, or warranty claims, please contact us:

• Support Email: support@imkey.im
• Submit a ticket: https://support.imkey.im/hc/requests/new