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After-sales Service, Policies and Returns

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)

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.
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.
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.
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.

imKey Official Store Shipping Policy

1. Introduction

This Shipping Policy outlines the processes and regulations regarding the handling, shipping, and delivery of imKey products purchased from the imKey Official Store (the "Store", accessible at https://www.imkey.im). This Policy constitutes an integral part of the imKey Terms of Service and is inextricably linked to our After-Sales and Return Policy. Please review this document carefully prior to placing an order.

2. Order Processing Time

Processing Period: Upon receipt and successful confirmation of payment, orders are typically processed (including verification, picking, and packaging) within 3 business days (SGT, Singapore Time). "Business Days" exclude weekends and public holidays in Singapore.
Peak Period Delays: Processing times may be extended during promotional campaigns, product launches, or seasonal holidays. Significant delays will be communicated via website announcements or direct email notification.
Order Confirmation: Once dispatched, a "Shipping Confirmation" email containing tracking information will be sent to your registered email address.

3. Shipping Destinations and Restrictions

Coverage: imKey provides worldwide shipping services, except for specific restricted regions. We currently support delivery to major countries and regions across Asia, Europe, North America, and Oceania.
Address Accuracy: Please ensure that you provide an accurate, complete, and detailed shipping address in English (including the recipient's full name, street name and number, city, province/state, postal code, country, and contact phone number). Any shipping delays, failures, or additional costs incurred due to incorrect, incomplete, or inaccurate recipient information shall be the sole responsibility of the customer.
Shipping Restrictions & Sanctioned Regions: imKey strictly complies with all applicable international trade regulations and sanctions. Please be advised that we do not ship to, or provide services in, countries or regions that are subject to comprehensive sanctions or identified as high-risk by international regulatory bodies (including but not limited to OFAC, the United Nations, and the European Union).
These restricted regions currently include, but are not limited to: North Korea, Iran, Syria, Cuba, the Crimea region, and the Donetsk and Luhansk regions of Ukraine.
Furthermore, we reserve the right to cancel any orders and issue a full refund if the shipping address is located in a high-risk jurisdiction or if the transaction violates our Anti-Money Laundering (AML) and Sanctions Compliance policies.

4. Shipping Methods and Delivery Timelines

Carriers: We partner with premium logistics providers, including but not limited to DHL, FedEx, UPS, SF International, and various national postal services.
Estimated Delivery Time: * Estimated delivery windows are calculated from the actual dispatch date and serve as a reference only, not a guaranteed timeframe.
- Actual delivery is subject to carrier efficiency, flight schedules, weather, customs clearance, and local distribution services.
- Standard Shipping: Typically ranges from 10–30 business days or longer.
- Express Shipping: Typically ranges from 3–10 business days.
Force Majeure: imKey shall not be held liable for delivery delays or failures caused by events beyond our reasonable control, including natural disasters, war, strikes, or pandemic-related restrictions.

5. Shipping Fees and Terms

Calculation: Shipping fees are determined by destination, parcel weight, and service level, and are clearly displayed on the final checkout page before payment completion.
Free Shipping Policy: We offer free standard shipping to various regions based on specific order value thresholds (e.g., starting from 129 USD). Thresholds vary by destination; the final eligibility will be calculated and displayed in real-time on the Checkout Page based on your shipping address.
Non-Refundability: Shipping and handling fees are non-refundable once the order has been dispatched. For returns not involving manufacturing defects, original shipping costs will be deducted from any refund amount.
Failed Delivery & Re-shipping: If a package is returned to our warehouse due to recipient absence, incorrect address, or refusal of delivery, the customer will be responsible for the re-shipping costs of any subsequent delivery attempt.

6. Customs, Duties, and Import Taxes

Recipient’s Responsibility: All international shipments may be subject to import duties, Value Added Tax (VAT), consumption taxes, and customs handling fees as determined by the destination country.
Taxes at Checkout: For specific jurisdictions (e.g., UK, EU), we may collect VAT at checkout in accordance with local laws. All other import fees remain the sole responsibility of the recipient.
Policy Awareness: imKey has no control over these charges and cannot predict their amount. Customers are advised to contact their local customs office for detailed information prior to ordering.
Consequences of Refusal: If a recipient refuses to pay duties or fails to cooperate with customs, resulting in the package being returned, destroyed, or seized, imKey assumes no liability. The customer shall bear all return shipping and destruction costs, and may forfeit their right to a refund.

7. Parcel Receipt and Inspection

Signature Requirement: Please ensure an authorized person is available to sign for the delivery. High-value orders may require the recipient’s signature.
Inspection Protocol: Upon receipt, immediately inspect the outer packaging for integrity.
- If visible damage, tampering, or re-sealing is evident, document the condition with photos and note "Damaged" on the delivery receipt before signing.
- Critical Evidence: We strongly recommend that customers record an uninterrupted unboxing video when opening the product packaging (particularly the security seals of the imKey hardware wallet).
- Report any discrepancies or damages to our support team within 24 hours.

8. Lost or Undelivered Packages

Reporting: If tracking data is stagnant or shows "Delivered" without receipt, please contact support@imkey.im immediately after checking with neighbors or local delivery points.
Investigation: We will initiate a formal investigation with the carrier. The final written investigation report provided by the carrier (e.g., DHL, FedEx) shall serve as the definitive basis for determining whether a package is lost or successfully delivered.
Resolution: Investigation periods vary by carrier and destination. Resolutions (e.g., reshipment or refund) will be determined based on the investigation outcome.

9. Contact Us

For inquiries regarding this policy or order status:

Email: support@imkey.im
Support Center: https://support.imkey.im/hc/en-us

10. Modifications

imKey reserves the right to modify this Shipping Policy at any time within the scope of applicable laws. Changes take effect immediately upon posting to this page.

imKey Official Store Terms of Service

1. Introduction and Acceptance

Welcome to the imKey Official Store (the "Store" or "Website"), accessible at https://www.imkey.im. The Store is operated by IMKEY PTE. LTD. ("imKey", "we", "us", or "our").

These Terms of Service (the "Terms") constitute a legally binding agreement between you ("User", "you") and imKey regarding your access to and use of the Store and the purchase of imKey hardware wallets and related products ("Products").

By accessing the Website, registering an account, or placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms and all applicable policies incorporated herein by reference, including our Privacy Policy, Shipping Policy, and After-Sales and Return Policy.

2. Eligibility

You must be at least 18 years of age (or the legal age of majority in your jurisdiction) and possess full legal capacity to enter into a binding contract to use the Store. If using the Store on behalf of an organization, you represent that you have the authority to bind such entity to these Terms.

3. Account Registration

You are responsible for maintaining the confidentiality of your account credentials and password. imKey shall not be liable for any loss or damage arising from your failure to safeguard your account information.

4. Product Information and Availability

We strive for accuracy in product descriptions and pricing; however, we do not warrant that all information is error-free. All product offerings are subject to availability. imKey reserves the right to limit sales to any person, region, or jurisdiction.

5. Order Process and Acceptance

Order Confirmation: Receipt of an automated order confirmation email does not constitute acceptance of your order.
Contract Formation: A binding sales contract is formed only when we send a Shipping Confirmation email.
Right to Refuse: imKey reserves the right to refuse or cancel any order at any time prior to shipment for any reason (e.g., pricing errors, stock shortages, or suspected fraud) without liability, except for the refund of payments received.

6. Pricing and Payment

Currency: Prices are displayed in US Dollars (USD) and exclude shipping, duties, and taxes unless otherwise stated.
Payment Methods: We accept various payment methods through trusted third-party gateways, including Checkout.com, Shopify Payments, and PayPal.
Security: Payment processing is handled by third-party providers subject to PCI DSS standards.
Taxes: You are responsible for all applicable sales tax, VAT, and customs duties.

7. Shipping and Risk of Loss

Shipping is governed by our Shipping Policy. The risk of loss and title for Products pass to you upon our delivery of the items to the carrier.

8. Intellectual Property

All content on the Store, including text, logos, product designs, and software, is the property of imKey or its licensors and is protected by international intellectual property laws.

9. Disclaimer of Warranties

The Store and Products are provided on an "as is" and "as available" basis. imKey expressly disclaims any liability for digital asset loss or data loss arising from user error, compromised recovery phrases, forgotten PINs, or any factors beyond our reasonable control.

10. Limitation of Liability

To the maximum extent permitted by law, imKey shall not be liable for any indirect, incidental, or consequential damages, including loss of digital assets. Our total cumulative liability shall not exceed the amount actually paid by you for the relevant Product in the twelve (12) months preceding the claim.

11. Governing Law and Dispute Resolution

Governing Law: These Terms shall be governed by and construed in accordance with the laws of Singapore.
Arbitration: Any dispute not resolved through negotiation shall be finally settled by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with the SIAC Rules. The language of arbitration shall be English.

12. Contact Information

For any questions regarding these Terms, please contact us:

Email: support@imkey.im
Support Center: https://support.imkey.im

imKey Official Store Privacy Policy

1. Introduction

Welcome to the imKey Official Store (the "Store" or "Website"), accessible at https://www.imkey.im. The Store is operated by IMKEY PTE. LTD. ("imKey", "we", "us", or "our") and is powered by the platform provided by Shopify, Inc. ("Shopify").

Your privacy is of paramount importance to us. This Privacy Policy describes how we collect, use, store, share, and protect your personal information when you visit the Store, register an account (if applicable), purchase products, or otherwise interact with us.

This Policy is governed by and shall be construed in accordance with the laws of Singapore, particularly the Personal Data Protection Act (PDPA).

Please read this Privacy Policy carefully before using the Website or providing any personal information. By accessing the Website or purchasing products, you acknowledge and agree to the practices described herein. This Policy constitutes an integral part of the imKey Official Store Terms and Conditions of Sale.

2. Personal Information We Collect

We may collect the following categories of personal information:

Identity Information: Full name, email address, phone number, billing address, and shipping address.
Order and Transaction Information: Details of products purchased, order history, and payment information.
- Note on Payment: We do not directly store your full credit card numbers or other sensitive payment data. All payment transactions are transmitted via SSL encryption and processed by payment service providers compliant with PCI DSS (Payment Card Industry Data Security Standard). This information is handled by our trusted third-party payment gateways, including but not limited to Shopify Payments, https://www.google.com/url?sa=E&source=gmail&q=Checkout.com, and PayPal, according to their respective security standards.
Account Information (if you choose to create an account): Username, account preferences, and password.
- Note on Passwords: We utilize the secure technical architecture provided by the Shopify platform to store your password using industry-standard irreversible hashing algorithms. As the platform provider, Shopify is responsible for the underlying infrastructure security and encryption of such sensitive data; imKey cannot access or retrieve your plaintext password.
Technical and Usage Information: IP address, browser type and version, operating system, device type, date and time of visit, pages viewed, duration of stay, clickstream data, referral URLs, and data collected via Cookies and similar tracking technologies.
Communication Information: Records of correspondence when you contact us via email, support forms, or other channels.
Marketing and Preference Information: Your preferences regarding marketing communications and responses to surveys or promotions.

3. How We Collect Information

We collect information through the following methods:

Direct Collection: Provided by you when placing an order, creating an account, subscribing to newsletters, or contacting customer support.
Automated Collection: Collected automatically via Cookies, pixel tags, web beacons, and similar technologies as you navigate the Store.
Third-Party Sources: Information received from Shopify, payment processors (transaction status only), analytics providers (e.g., Google Analytics), and social media platforms (depending on your privacy settings).

4. Why and How We Use Your Information (Legal Bases)

We process your personal information based on the following legal grounds:

Performance of a Contract: To process orders, handle payments, arrange shipping, and provide after-sales service.
Legitimate Interests: To operate and improve our services, personalize user experience, conduct data analysis, prevent and detect fraud or security incidents, and manage business operations.
Consent: To send marketing emails or use non-essential Cookies (which you may withdraw at any time).
Legal Obligation: To comply with applicable laws, tax requirements, or valid legal processes.

5. Information Sharing and Disclosure

We do not sell your personal information. We only share your data with:

Shopify: As our e-commerce platform provider.
Service Providers: Trusted third parties assisting our operations, including Payment Processors (e.g., https://www.google.com/url?sa=E&source=gmail&q=Checkout.com, PayPal), logistics companies (e.g., DHL, FedEx, SF Express), and marketing or analytics tools (e.g., Mailchimp, Google Analytics).
Legal and Law Enforcement: When required by law or to protect our rights and safety.
Business Transfers: In the event of a merger, acquisition, or asset sale.

6. Cookies and Tracking Technologies

We use Cookies to ensure website functionality, enhance user experience, and perform site analytics. You can manage Cookie settings through your browser. For jurisdictions requiring opt-in consent (e.g., EU/EEA), we provide a Cookie consent management tool for non-essential Cookies.

7. Data Security

We implement appropriate technical and organizational measures to protect your data, including SSL/TLS encryption for sensitive transmissions and strict access controls. While we strive for absolute security, no method of transmission over the Internet is 100% secure. You are responsible for maintaining the confidentiality of your account password.

8. Data Retention

We retain your information only as long as necessary to fulfill the purposes for which it was collected, including legal, accounting, or reporting requirements (e.g., retaining order data for tax compliance).

9. Your Rights and Choices

Depending on your jurisdiction (e.g., GDPR, CCPA/CPRA, PDPA), you may have the right to:

Access, correct, or delete your personal information.
Restrict or object to certain processing activities.
Data Portability (receiving your data in a structured format).
Withdraw Consent at any time.
Lodge a complaint with a data protection authority. To exercise these rights, please contact us at dpo@imkey.im.

10. International Data Transfers

Your information may be transferred to and processed in countries outside of your residence (including via Shopify's global infrastructure). We ensure adequate safeguards are in place, such as Standard Contractual Clauses (SCCs) or other legal mechanisms recognized by applicable law.

11. Children's Privacy

The Store is not intended for individuals under the age of 16. We do not knowingly collect data from children.

12. Important Note Regarding imKey Hardware Wallets

This Privacy Policy covers data collected via the imKey Official Store. It does not apply to data stored locally on your imKey hardware wallet device (such as private keys, recovery phrases, PINs, or crypto-asset data). imKey is designed as a non-custodial solution; the company cannot access your device-side sensitive data. You retain sole responsibility for securing your device and recovery phrases.

13. Changes to This Policy

We may update this Policy periodically. Changes will be posted on this page with an updated "Last Updated" date. Significant changes may be notified via email or a prominent notice on the Website.

14. Contact Us

For any questions or concerns regarding this Privacy Policy, please contact us:

Email: support@imkey.im
Data Protection Officer: dpo@imkey.im
Registered Address: 201 Henderson Road, #09-06, Apex @ Henderson, Singapore 159545