Refund, Return, & Warranty Policy

Effective Date: May 28, 2024
Last Updated: September 15, 2026

1. Overview and Scope

This Refund, Return, and Warranty Policy (“Policy”) governs returns, refunds, warranty coverage, claims, and remedies for all products, hardware, software, and accessories (collectively, “Products”) purchased from Solo Satoshi LLC (“Solo Satoshi,” “we,” “us,” or “our”) through www.solosatoshi.com or authorized channels. This Policy is incorporated by reference into our Terms of Service and Sale Agreement.

Solo Satoshi distributes products from multiple manufacturers. Warranty coverage, duration, and support channels vary by product line. Please review this Policy carefully to understand the return, refund, and warranty terms that apply to your specific purchase. This Policy is made available for review prior to purchase and is accessible from every product page and the checkout page at www.solosatoshi.com.

2. Returns

2.1 Change-of-Mind Returns

If you are not satisfied with your purchase for any reason, you may return unused Products in their original packaging within fourteen (14) days of the date your order was placed for a refund, subject to a restocking fee equal to the greater of (a) 10% of the Product purchase price or (b) the shipping charge you paid on the order. This fee covers shipping, payment processing, and inspection labor. For consumers in the EU, UK, or other jurisdictions with a mandatory right of withdrawal, no restocking fee applies; you are responsible for return postage, and we will refund the purchase price and standard outbound shipping. Withdrawal instructions and a model withdrawal form are available from [email protected].

2.2 Conditions for Returns

To be eligible for a return, Products must be:

• Unused and in original, unopened packaging.
• Accompanied by all accessories, documentation, cables, power supplies, and manuals.
• Free of any physical damage, modifications, or signs of use.
• Returned with a valid Return Merchandise Authorization (RMA) number.
• Returned within the applicable return window.

Consumers exercising a mandatory right of withdrawal under Section 2.1 may open and inspect Products to the extent necessary to establish their nature and function; we may deduct for any diminished value caused by handling beyond that. Hardware wallets with broken tamper-evident seals cannot be accepted for security reasons.

2.3 Non-Returnable Items

The following items are not eligible for return:

• Digital downloads and gift cards
• Custom-configured hardware
• Hardware wallets with opened, broken, or missing tamper-evident packaging or seals
• Products marked “Final Sale” or “Clearance” at checkout
• Products that have been opened, assembled, powered on, used, modified, overclocked, or flashed with third-party firmware (subject to Section 2.2 for consumers with a mandatory right of withdrawal)
• Products with missing, damaged, or incomplete packaging, accessories, or serial numbers
• Products with removed, altered, or illegible serial numbers
• Products purchased from unauthorized resellers or secondary markets

2.4 Return Shipping

• Change-of-Mind Returns: You are responsible for all return shipping costs. We recommend using a trackable shipping method with insurance for items over $100.
• Our Error: If the return is due to our error (wrong item shipped, item not as described, or defective on arrival), Solo Satoshi will provide a prepaid return shipping label within the contiguous United States, or reimburse reasonable, documented return shipping costs for all other locations. Defective on arrival means a Product that fails to function on first use and is reported to us within fourteen (14) days of delivery. Defects reported after that period are handled under the applicable warranty in Section 4.
• Original Shipping Charges: Original shipping charges are non-refundable unless the return is due to our error or you are exercising a mandatory right of withdrawal under Section 2.1.

2.5 Refused, Unclaimed, Undeliverable, or Abandoned Shipments

You are responsible for accepting delivery of your order and for satisfying all import, documentation, and payment requirements at the destination. This Section applies if a shipment is refused, rejected, unclaimed, held, abandoned, seized, disposed of, destroyed, or returned to us as undeliverable because of your failure to:

• Accept delivery when the shipment is presented
• Respond to carrier delivery, clearance, or documentation notices
• Provide a correct or complete shipping address
• Provide a correct and reachable phone number and email address for carrier and customs contact
• Provide any identification, tax identification number, import permit, license, or other documentation required by the destination country
• Pay applicable duties, taxes, brokerage, customs clearance, storage, demurrage, or carrier fees
• Comply with the import requirements or restrictions of the destination country
• Be available to receive the shipment

If the shipment is returned to our facility: we will treat it as a change-of-mind return under Section 2.1. The restocking fee described in Section 2.1 will apply, and all carrier, customs, brokerage, duty, tax, storage, re-import, and return shipping fees incurred will be deducted from your refund. If those fees equal or exceed the amount you paid, no refund will be issued. If they exceed the amount you paid, you agree to reimburse Solo Satoshi for the difference within fourteen (14) calendar days of invoice.

If the shipment is not returned to our facility: if a shipment is abandoned, disposed of, destroyed, seized, or otherwise not returned to us for any reason attributable to you, the Products are deemed delivered to and accepted by you, no refund or credit will be issued, and you remain responsible for all fees listed above. See Section 2.10.

Solo Satoshi does not accept responsibility for any loss, cost, or delay you incur as a result of a refused, rejected, unclaimed, or abandoned shipment. This Section does not apply where the shipment was undeliverable due to our error.

2.6 Return Authorization Procedure

1. Contact Us: Submit a return request at solosatoshi.com/contact or email [email protected] with your order number and reason for return.
2. Receive RMA: We will issue an RMA number and provide return instructions. Returns without an RMA will be refused.
3. Pack Securely: Pack the item securely in its original packaging with all original accessories. Include a copy of your invoice or order confirmation.
4. Ship the Return: Ship to the address provided with the RMA. Write the RMA number on the outside of the package.
5. Retain Tracking: Keep your tracking receipt until your refund is confirmed. Solo Satoshi is not responsible for returns lost in transit.
6. RMA Expiration: All RMA authorizations are valid for thirty (30) calendar days from the date of issue. Returns received after this window will be refused and returned to you at your expense. If you need additional time, contact us before the RMA expires to request an extension.

Unauthorized returns or COD parcels will be refused.

2.7 Shipping Damage and Tampering

If a Product arrives damaged, contact us within five (5) business days of delivery with photos of the outer packaging, inner packaging, and Product. Retain all packaging until the claim is resolved. Damage reported after this period may not be eligible for a carrier claim and will be evaluated under the applicable warranty.

For hardware wallets, inspect the packaging and tamper-evident seals immediately on delivery and before powering on the device. Report any sign of tampering to [email protected] within forty-eight (48) hours of delivery and do not use the device; tampering reported after use cannot be verified.

2.8 Order Cancellation

Orders may be cancelled at no charge before shipment by contacting [email protected] with your order number. Once a shipping label has been created, cancellation is treated as a change-of-mind return under Section 2.1. Bitcoin payments are refunded sat-for-sat under Section 3.3.

2.9 Exchanges

We do not process direct exchanges. To exchange a Product, return it under Section 2 and place a new order.

2.10 Shipper Authority, Abandonment, and Destruction

Solo Satoshi is the shipper of record on all outbound orders and retains sole authority to instruct the carrier to hold, re-route, return, abandon, or destroy any shipment that has not been delivered. Instructions you give directly to a carrier, customs broker, or customs authority do not bind Solo Satoshi and do not alter your obligations or your refund rights under this Policy.

If you instruct a carrier, broker, or customs authority to abandon, dispose of, or destroy a shipment, or if you decline return of a shipment to us, you:

• Authorize the destruction or disposal of the Products;
• Agree that the Products are deemed delivered to and accepted by you;
• Waive any claim for refund, credit, replacement, or chargeback in connection with the order; and
• Remain responsible for all destruction, disposal, storage, duty, tax, brokerage, and carrier fees incurred.

If we contact you in writing to request instructions for an undelivered shipment and you do not respond within seven (7) calendar days, Solo Satoshi may elect return, abandonment, or destruction at its discretion, and the paragraph above applies as if you had elected destruction.

Where the cost of returning a shipment to our facility exceeds the value of the Products, Solo Satoshi may elect destruction or disposal in its sole discretion. In that case Solo Satoshi may, at its sole discretion and without obligation, issue a partial refund net of the Product cost and all fees incurred.

This Section does not apply where a shipment could not be delivered due to our error, and does not limit any right you have under a mandatory consumer protection law described in Section 8.5.

3. Refunds

3.1 Refund Timing and Inspection

• Returns are inspected within five (5) business days of arrival at our facility.
• Approved refunds are processed within 7–10 business days after inspection.
• Your bank or card issuer controls when the funds appear in your account, which may take an additional 3–5 business days.
• No refund is owed for any Product that is not physically received and inspected at our facility, except where Solo Satoshi expressly elects otherwise under Section 2.10, where the refund is due to our error, or where a mandatory consumer protection law described in Section 8.5 requires otherwise.

3.2 Refund Method

Refunds are issued to the original payment method used at checkout.

• Credit/Debit Card: Refunded to the original card
• Bitcoin: See Section 3.3 below
• Other Methods: Refunded per the payment processor’s policies

If the original payment method is no longer available, we will work with you to find an alternative solution.

3.3 Bitcoin Refunds

All Bitcoin refunds are processed sat-for-sat (satoshi-for-satoshi), meaning you will receive the same number of satoshis you paid, regardless of any change in the BTC/USD exchange rate between the time of purchase and the time of refund.

• Bitcoin refunds will only be issued to a valid Bitcoin on-chain address provided by you.
• You are solely responsible for providing a correct and accessible address.
• Solo Satoshi is not responsible for refunds sent to an incorrect, invalid, or inaccessible address.
• Network transaction fees may be deducted from the refund amount.
• Network transaction fees are not deducted when the refund is due to our error or a confirmed warranty defect.

3.4 Refund Rejections

If a return is rejected due to:

• Signs of use, wear, or damage
• Missing parts, accessories, or packaging
• Removed or altered serial numbers
• Opened, broken, or missing tamper-evident packaging or seals on hardware wallets
• Failure to meet return conditions
• Evidence of modification, overclocking, or third-party firmware

We will notify you and offer to ship the Product back at your expense, or you may authorize us to dispose of the item. No refund will be issued for rejected returns. If you do not respond to our notice and arrange return shipping within thirty (30) calendar days, we may dispose of or destroy the Product without further notice and without refund or credit.

3.5 Shipping Charges

• Original Shipping: Non-refundable unless the return is due to our error or you are exercising a mandatory right of withdrawal under Section 2.1.
• Return Shipping: Your responsibility for change-of-mind returns. For confirmed defects or our errors, Solo Satoshi provides a prepaid label within the contiguous United States or reimburses reasonable, documented return shipping costs for all other locations.
• Import Duties and Taxes: You are responsible for all import duties, taxes, brokerage charges, and customs clearance fees assessed in the destination country, and you represent that the Products you order may be lawfully imported to your delivery address. Refusal or failure to pay those amounts, or inability to clear customs, is handled as a refused shipment under Section 2.5.
• International Returns: For change-of-mind returns, you are responsible for all shipping, customs, duties, and fees in both directions. For returns due to our error or a confirmed warranty defect, Solo Satoshi will reimburse reasonable, documented return shipping costs and cover shipping of the replacement or repaired unit to you.

4. Warranty Coverage by Product Category

4.1 Canaan (Avalon) Products

 

Important: Solo Satoshi LLC is an authorized distributor of Canaan products. Our support team can help you get a warranty claim started, provide proof of purchase, and assist with basic troubleshooting. Repairs, replacements, and warranty decisions are handled by Canaan.

To initiate a warranty claim for Canaan products:

1. Download the Avalon Family App or contact [email protected]
2. Provide your proof of purchase and serial number
3. Follow Canaan’s warranty claim procedures

4.2 Open Source Miners (Bitaxe and Nerdaxe Brands)

Coverage includes: Manufacturing defects in materials and workmanship that affect normal operation under typical use conditions

Coverage excludes: Damage caused by misuse, modification, improper installation, third-party firmware, overclocking beyond manufacturer-recommended parameters, environmental factors (power surges, water damage, excessive heat), or normal wear and tear. Use of third-party firmware or modification does not by itself void this warranty; coverage is excluded only where Solo Satoshi determines the modification caused or contributed to the defect.

See Section 5.5 regarding firmware.

4.3 Start9 Home Servers

Lifetime Support Code: Each Start9 server includes a unique support code located on a sticker on the bottom of the device. You will need this code to access Start9’s lifetime support services.

Important: Solo Satoshi LLC is a distributor of Start9 products. Our support team can help you get a warranty claim started and provide proof of purchase. Repairs, replacements, and technical support are handled by Start9. Start9’s replacement process requires a refundable deposit and payment of shipping, both refunded when the original unit is returned; see start9.com/warranty for current terms. Please retain your support code and proof of purchase.

4.4 Solo Satoshi Branded Products and Accessories

Coverage includes and excludes: As described in Sections 5.1 and 5.2.

4.5 Hardware Wallets

Important: Solo Satoshi LLC is a reseller of hardware wallets. We never have access to your device, private keys, or recovery phrases. Warranty claims and firmware issues must be directed to the manufacturer. See Section 5.5 regarding firmware and Section 5.6 regarding your self-custody responsibilities. Hardware wallets are eligible for change-of-mind return under Section 2 only if the tamper-evident packaging is intact.

4.6 Clearance, Open-Box, and Refurbished Products

Products marked “Clearance,” “Final Sale,” “Open-Box,” or “Refurbished” at checkout are covered by the defective-on-arrival provision in Section 2.4 only, unless a longer warranty is expressly stated on the Product page. The warranty periods in Sections 4.2 and 4.4 do not apply to these Products. Manufacturer warranties, where offered, apply per the manufacturer’s terms. Defective-on-arrival claims for these Products are handled under Section 2.4 notwithstanding Section 2.3.

5. General Warranty Terms

5.1 What This Warranty Covers

For products warranted by Solo Satoshi LLC, we warrant that Products will be free from defects in materials and workmanship under normal use for the applicable warranty period. If a covered defect occurs during the warranty period, Solo Satoshi will, at its sole discretion:

• Repair the defective Product;
• Replace the defective Product with a new or refurbished unit of equal or greater functionality; or
• Issue a refund for the original purchase price.

5.2 What This Warranty Does Not Cover

This warranty does not cover:

1. Damage from misuse, abuse, or neglect — including drops, impacts, liquid exposure, or operation outside recommended environmental conditions
2. Damage caused by modifications — including but not limited to third-party firmware, overclocking, underclocking, undervolting, altered cooling solutions, or modified power delivery. A modification does not void this warranty unless it caused or contributed to the defect claimed.
3. Improper installation or setup — including failure to follow provided instructions or use appropriate power supplies and cables
4. Normal wear and tear — including cosmetic damage that does not affect functionality
5. Damage from external causes — including power surges, lightning, floods, fire, freezing temperatures, or other force majeure events
6. Products with removed, altered, or illegible serial numbers
7. Consumable parts — such as fans, thermal paste, or cables, unless defective at time of delivery
8. Software issues — including operating system errors, configuration problems, or third-party software conflicts
9. Configuration errors — including incorrect pool settings, wallet or payout addresses, network settings, or any loss of rewards or funds resulting from them
10. Performance variations within manufacturer tolerances — including hashrate fluctuations due to environmental conditions, power quality, or network factors
11. Products purchased from unauthorized resellers or secondary markets
12. Products refused, abandoned, disposed of, destroyed, or seized before delivery — as described in Sections 2.5 and 2.10

5.3 Warranty Period Commencement

• For products shipped directly to you: The warranty period begins on the date of delivery as recorded by the carrier.
• For Canaan products: The warranty period begins on the factory shipping date as determined by Canaan.

5.4 Proof of Purchase Required

To make a warranty claim, you must provide valid proof of purchase (order confirmation, receipt, or invoice) showing the date of purchase, product description, and purchaser information.

5.5 Firmware and Factory Condition

All Products are shipped in the condition received from the manufacturer. Solo Satoshi does not develop, install, modify, update, verify, or audit firmware or software on any Product before shipment. Firmware is supplied and maintained solely by the manufacturer or the applicable open-source project. Firmware defects, failed updates, and firmware-related behavior are not hardware defects and are not covered by any Solo Satoshi warranty; report them to the firmware maintainer. Solo Satoshi will assist with hardware defects only.

5.6 Self-Custody and Mining Configuration Responsibility

You are solely responsible for the security of any cryptocurrency or digital assets stored on, managed by, or earned through Products purchased from Solo Satoshi. This includes: creating and securely storing recovery phrases and backups; verifying firmware authenticity before installation; reviewing manufacturer security notices before applying updates; and safeguarding devices from loss, theft, or tampering. Solo Satoshi will never ask for your recovery phrase, seed words, PIN, or private keys by any channel. Treat any such request as fraudulent.

Mining Products require you to enter a mining pool URL, wallet or payout address, and related settings. You are solely responsible for the accuracy of this information. An incorrect, mistyped, or unsupported address, or a pool configuration error, may cause mining rewards to be sent to an address you do not control or to be permanently lost. Solo Satoshi does not configure, verify, or have access to your pool settings or payout addresses, and cannot recover, redirect, or reimburse misdirected or lost rewards. Solo Satoshi cannot access, recover, or restore keys, recovery phrases, or funds under any circumstances. Any such loss is subject to the exclusions in Section 8.

6. How to Make a Warranty Claim

6.1 For Products Warranted by Solo Satoshi LLC

1. Contact Us: Visit solosatoshi.com/contact or email [email protected] with your order number and a description of the issue.
2. Troubleshooting: Our support team may request that you perform basic troubleshooting steps, provide photos, videos, serial numbers, configuration details, or log files. Your cooperation is required to process your claim. Information you provide is handled in accordance with our Privacy Policy.
3. RMA Authorization: If we determine the Product may be defective, we will issue an RMA number and provide return instructions.
4. Ship the Product: Pack the Product securely with all original accessories (unless otherwise instructed) and ship to the address provided. Include the RMA number on the outside of the package.
5. Inspection and Resolution: Upon receipt, we will inspect the Product. If the defect is covered under warranty, we will repair, replace, or refund the Product at our discretion. If the defect is not covered, we will notify you and may return the Product at your expense or offer out-of-warranty repair options.

6.2 For Products Warranted by Manufacturers (Canaan, Start9, Others)

Please contact the manufacturer directly using the support channels listed in Section 4 above. Our support team can help you initiate the claim and provide proof of purchase, but repairs, replacements, and warranty decisions are made by the manufacturer.

7. Shipping for Warranty Claims

7.1 Products Warranted by Solo Satoshi LLC

• Confirmed Defects: If we confirm a manufacturing defect covered under warranty, Solo Satoshi will provide a prepaid return shipping label (within the contiguous United States; reasonable, documented shipping costs are reimbursed for all other locations) and cover the cost of shipping the repaired or replacement unit to you.
• Unconfirmed Issues: If the issue cannot be verified prior to inspection, you are responsible for shipping the Product to us. If the defect is confirmed upon inspection, we will reimburse reasonable return shipping costs or provide prepaid shipping for the replacement.
• Non-Warranty Issues: If inspection reveals the issue is not covered under warranty, you are responsible for all shipping costs.
• Refused or Abandoned Replacement Shipments: If a repaired or replacement unit is refused, unclaimed, abandoned, or returned as undeliverable, Sections 2.5 and 2.10 apply and Solo Satoshi has no further obligation with respect to that Product.

7.2 International Warranty Claims

For warranty claims that are not confirmed as covered defects, international customers are responsible for all shipping costs, customs duties, taxes, and import/export fees in both directions. For confirmed covered defects, Solo Satoshi will reimburse reasonable, documented shipping costs to us and cover shipping of the repaired or replacement unit to you; customs duties and taxes on the return shipment remain your responsibility. Solo Satoshi is not responsible for Products lost or damaged during international transit. We recommend using a trackable, insured shipping method.

8. Limitations and Disclaimers

8.1 Exclusive Remedy

The remedies described in this Policy are your sole and exclusive remedies for any breach of warranty or any claim relating to a Product. Solo Satoshi’s total liability arising from or relating to any Product or this Policy shall not exceed the original purchase price of the Product concerned.

8.2 Limitation of Implied Warranties

TO THE FULLEST EXTENT PERMITTED BY LAW, ANY IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THE APPLICABLE WARRANTY PERIOD STATED IN SECTION 4 OF THIS POLICY. NO WARRANTIES, EXPRESS OR IMPLIED, WILL APPLY AFTER THAT PERIOD. SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THIS LIMITATION MAY NOT APPLY TO YOU. WHERE SECTION 4 STATES NO WARRANTY PERIOD FOR A PRODUCT, THE APPLICABLE PERIOD FOR THIS LIMITATION IS NINETY (90) DAYS FROM DELIVERY.

8.3 Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, SOLO SATOSHI LLC SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, LOSS OF REVENUE, LOSS OF DATA, LOSS OF CRYPTOCURRENCY, DIGITAL ASSETS, PRIVATE KEYS, SEED PHRASES, RECOVERY PHRASES, OR WALLET CONTENTS, MISDIRECTED OR UNRECOVERABLE MINING PAYOUTS, LOSS OF MINING REWARDS, BUSINESS INTERRUPTION, OR OTHER ECONOMIC DAMAGES ARISING FROM OR RELATING TO ANY PRODUCT, DEFECT, RETURN, WARRANTY CLAIM, SHIPMENT, CUSTOMS CLEARANCE, DELAY, REFUSAL, ABANDONMENT, DISPOSAL, DESTRUCTION, OR SEIZURE OF ANY SHIPMENT, OR THIS POLICY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS EXCLUSION APPLIES REGARDLESS OF THE CAUSE OF LOSS, INCLUDING FIRMWARE OR SOFTWARE DEFECTS, UPDATES, OR FAILURES, AND INCLUDING ANY ERROR IN POOL, WALLET ADDRESS, OR PAYOUT CONFIGURATION.

8.4 State Law Rights (United States)

This warranty gives you specific legal rights. You may also have other rights that vary from state to state. Some states do not allow limitations on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages, so the above limitations may not apply to you.

8.5 Mandatory Consumer Protection Laws

Nothing in this Policy excludes, restricts, or modifies any right or remedy you have under mandatory consumer protection laws in your jurisdiction, including the EU Consumer Rights Directive (2011/83/EU), the EU Sale of Goods Directive (2019/771), the UK Consumer Rights Act 2015, the UK Consumer Contracts Regulations 2013, the Australian Consumer Law, and applicable Canadian provincial legislation. Where this Policy conflicts with such a law, the law prevails to the extent of the conflict and the remainder of this Policy continues to apply. Statutory guarantee periods under those laws may exceed the warranty periods stated in Section 4.

8.6 Australian Consumers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits under any Solo Satoshi warranty are in addition to other rights and remedies you have under law.

9. Warranty Transferability

Warranties provided by Solo Satoshi LLC are not transferable and apply only to the original purchaser. Manufacturer warranties (Canaan, Start9, etc.) are subject to the transferability terms of each manufacturer’s warranty policy.

10. Out-of-Warranty Service

For Products outside the warranty period or for issues not covered under warranty, Solo Satoshi may offer repair services at our then-current rates, subject to parts availability and technician capacity. Contact us for a quote.

11. Contact Information

Solo Satoshi LLC

Address: 1022 Outpost Drive, Ste A4
City: Conroe, TX 77304
Country: United States

Email: [email protected]
Web: solosatoshi.com/contact

12. Quick Reference Tables

Returns Summary

Refund Methods

Warranty Summary

This Policy is effective as of the date listed above and supersedes all prior return, refund, and warranty policies. Solo Satoshi reserves the right to modify this Policy at any time. Changes become effective when posted on our website and apply to orders placed on or after the posting date. The version of this Policy in effect on the date you placed your order governs that order.