This policy explains how refunds, returns and cancellations work for everything you buy through RabitX. It forms part of our Terms of Service and does not affect your statutory rights under the Consumer Protection Act, 2019.
1. Shop orders: cancelling before dispatch
You can cancel a hardware wallet or Cryptotag order free of charge until it has been dispatched. Email rabitxtech@gmail.com with your order number (it starts with RX-). If it has not left our warehouse, we cancel it and refund you in full.
Once an order has been dispatched it can no longer be cancelled, but you can still return it as described below.
2. Shop orders: returns
Hardware wallets and seed phrase backups protect your crypto, so we can only resell items that have never been opened. For that reason:
- You can return an item within 7 days of delivery if it is unused, in its original packaging and its tamper-evident seals are intact. We refund the full price you paid.
- Items that have been opened, set up, punched, engraved or used, or whose seals are broken, cannot be returned unless they are faulty or not what you ordered.
- Free gifts or bundled accessories must be returned with the item.
To start a return, email rabitxtech@gmail.com with your order number and the item you want to return. We reply with the return address and instructions within two business days. Please do not send items back without contacting us first. Unless the item is faulty or wrong, you pay for return shipping, and we recommend a tracked service.
3. Damaged, faulty or wrong items
Please record a video while you open your parcel and check that the seals are intact. If your order arrives damaged, tampered with, incomplete or different from what you ordered:
- email rabitxtech@gmail.com within 48 hours of delivery with your order number, photos of the packaging and item, and your unboxing video if you have one; and
- do not set up or use the device.
Once we confirm the problem, we send a replacement at no cost or, if you prefer or the item is out of stock, refund you in full, including any return shipping we asked you to pay.
4. Warranty claims
SafePal hardware wallets come with a 1-year manufacturer warranty, and Cryptotag products with a lifetime manufacturer warranty against manufacturing defects. Warranties do not cover accidental damage, water damage, misuse or normal wear.
If a product develops a fault after the 48-hour window, email rabitxtech@gmail.com with your order number and a description or video of the fault. We check the issue with you and handle the claim with the manufacturer, who decides whether to repair or replace the product.
5. How shop refunds are paid
We check returned items within two business days of receiving them and email you once a refund is approved. Approved refunds are issued within 7 business days:
- Card payments go back to the card you paid with. Your bank may take a further 5 to 10 business days to show the refund.
- Crypto payments (USDT, BTC or ETH) are refunded in the same cryptocurrency to a wallet address you give us. We refund the INR amount you paid, converted at the market rate on the day of the refund, minus the network fee for sending it.
Shipping is free on all orders, so there are no shipping charges to deduct from a refund.
6. Crypto buy, sell and swap orders
Because crypto prices change constantly and blockchain transfers are final, crypto orders cannot be cancelled or refunded once the crypto has been sent to your wallet or the fiat payout has been made.
If an order cannot be completed, for example because a payment fails, the quote expires before your payment arrives, or verification is not completed, we return what you sent us:
- fiat payments are returned to the bank account, UPI ID or card they came from, usually within 5 to 7 business days; and
- crypto sent to us is returned to the sending address, or another address you verify, minus the network fee.
We cannot refund crypto sent to a wrong address or on the wrong network, because we have no control over it.
7. Gift cards, top-ups and eSIMs
These are sold and delivered by Cryptorefills as merchant of record, and its terms of service govern refunds. In short:
- delivered gift card codes, top-ups and eSIMs cannot be returned, exchanged or refunded;
- if an order fails or cannot be delivered after you paid, Cryptorefills refunds your crypto to your wallet; and
- if you underpay or pay after the 30-minute payment window, the order may not be fulfilled and the payment is handled by Cryptorefills support.
The order tracker shows a link to Cryptorefills support for each order. We are happy to help you contact them.
Grievance Officer
In line with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020 and the Digital Personal Data Protection Act, 2023, you can raise a complaint with our Grievance Officer:
- Grievance Officer, RabitX Technologies Private Limited
- Email: rabitxtech@gmail.com
- Address: No 55, Poonamallee High Road, Pallavan Nagar, Nerkundram, Chennai, Tamil Nadu 600107, India
- Hours: Monday to Friday, 10:00 to 18:00 IST, except public holidays
We acknowledge every complaint within 48 hours and aim to resolve it within one month of receiving it. Please include your order or transaction ID and any screenshots that help explain the problem.
Contact us
Questions about this policy can be sent to rabitxtech@gmail.com. You can also write to us at:
- RabitX Technologies Private Limited
- No 55, Poonamallee High Road, Pallavan Nagar, Nerkundram, Chennai, Tamil Nadu 600107, India
We reply to most emails within two business days.