We do our very best to ensure that our items are accurately described and delivered in a good condition. As such, we really hope that you will be pleased with your purchases from StakeBox. However, we understand that there may be occasions when you will need to return items to us.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it then in line with the Distance Selling Regulations (DSR) and the Consumer Contracts Regulations (CCR) you can do so provided you inform us of your decision within 14 working days of receipt of the order. The items must not be used and must be ‘as new’ when returned to us with all original packaging in-tact such that it is in a saleable condition. Once you’ve informed us that you wish to return goods under the DSR/CCR you have 28 calendar days to do so, at your own expense. Once the item is received, we’ll issue a full refund for the product received and the outward shipping cost. Please note that products ordered and paid for with Bitcoin or other cryptocurrencies are non-refundable and non-returnable.
Items damaged in transit
If any items were damaged in transit we ask that you report it to us within 7 working days. If the items are visibly damaged on receipt it’s best to sign the carrier’s delivery note accordingly if possible. Damaged items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse we’ll issue a replacement or full refund via your original payment method. If return shipment is necessary we will, of course, cover this cost.
Items faulty on arrival
If your items are faulty on arrival, you have 30 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method. We will also cover the cost of shipping the item back to us.
Incorrect or missing items
Whilst we do our very best to make sure your order is correctly fulfilled in our warehouse our staff are only human and so on the odd occasion mistakes do happen. If you receive the incorrect items or are missing an item from your order please inform us within 7 working days of receipt so we can work with you to rectify the situation. For missing items, we will ship the missing products out to you immediately, and in the case of incorrect items, we will typically ask you to ship the items back to us (at our expense) and send the correct items out to you by return.
Unexpected delivery
If you received an order from us which you were not expecting, we would be obviously very grateful if you could return it to us so we can re-route it to its rightful home! The best way to do this is to take it to your local post office and send it to the returns address listed below. Please get in touch with us first via email and we will, of course, be happy to pay the return shipping.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Non-returnable items
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
Used hardware wallets, StakeBoxes or digital security products
Sale items - only regular priced items may be refunded, unfortunately sale items cannot be refunded.
There are certain situations where partial refunds may granted (at our discretion):
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Please note that products ordered and paid for with Bitcoin or other cryptocurrencies are non-refundable and non-returnable.
Need to return an item?
Simply email us at sales@stakebox.org. Please note that you will be responsible for paying for your own shipping costs for returning your item (unless the items were damaged or defective on arrival, or we sent you the wrong product). We know that sometimes it can be difficult to get to the Post Office during their opening hours, so for UK customers it is also possible to return your item using CollectPlus. This convenient service allows you to print out a shipping label in your own time and drop it off at a variety of local stores, early ’til late, 7 days a week.The address you will need to send any returns to is:
StakeBox – Returns Department
Nebra Ltd t/a StakeBox
Unit 4 Bells Yew Green Business Court
Bells Yew Green
East Sussex
TN3 9BJ
United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please do not send your purchase back to the manufacturer unless instructed to do so by our staff.
Please note that products ordered and paid for with Bitcoin or other cryptocurrencies are non-refundable and non-returnable.
Last updated: 17th February 2018