This Refund & Return Policy applies to purchases made from Yanssie HK Limited, the operator of the Keystone brand.

Please read the following terms carefully before requesting a return or refund.

1. Return Window

We offer a 15-day return policy. This means you may request a return and refund within 15 days of receiving the product.

This policy applies to orders shipped worldwide, unless local consumer protection laws require otherwise.

Requests submitted after the 15-day period may not be eligible for a refund.

2. Return Eligibility

To qualify for a refund, the returned product must meet the following conditions:

• The product must be in the same condition as received
• The product must be unused and not activated
• All original packaging and accessories must be included
• The packaging must be intact and undamaged
• The product must be purchased from the Keystone official website

For security reasons, returns may be rejected if:

• the device has been initialized
• the device has generated or imported a recovery phrase
• the device shows signs of tampering or modification

Hardware wallets are security devices. Once initialized, the device cannot be safely resold.

3. Return Process

To ensure product security, returns follow a verification process.

Step 1 — Contact Support

Customers must first contact our support team at:

support@keyst.one

Please provide:

• Order number
• Reason for return
• Six-side photos of the unopened product packaging

This step allows us to verify that the product has not been opened or tampered with.

Step 2 — Return Approval

Our support team will review the provided photos.

If the product packaging is confirmed to be unopened and intact, the return request will be approved.

Once approved, we will provide:

• a return shipping label
• instructions for returning the product

Returns sent without prior approval will not be accepted.

Step 3 — Return Shipment

Customers should ship the product using the provided return instructions.

Once the returned product arrives at our warehouse, it will be inspected.

Step 4 — Refund Processing

After the returned product is received and verified at the warehouse, the refund will be processed.

Refunds will be issued to the original payment method, excluding shipping fees.

4. Shipping Costs

Unless the product is confirmed to be defective:

• return shipping costs are the responsibility of the buyer
• shipping fees are non-refundable

5. Non-Refundable Orders

Refund requests may be declined for products that were:

• purchased during promotional or discount campaigns
• purchased using gift cards
• returned without prior authorization

6. Refund Processing

Credit / Debit Card Payments

Refunds will be issued to the original card used for the purchase.

Processing time depends on the payment provider.

Cryptocurrency Payments

For cryptocurrency payments:

• Refund amounts are calculated based on the USD value of the original purchase
• The cryptocurrency refund amount is determined using the exchange rate at the time the refund is initiated

Where possible, refunds may be issued in BSC-BUSD.

If refunded in BTC:

• the BTC amount is calculated using the USD/BTC exchange rate provided by Google
• the buyer is responsible for any blockchain transaction fees

7. Contact

For return requests or refund questions, please contact:

support@keyst.one