How crypto refunds work

Crypto payments cannot be reversed the way card payments can, so every refund is a new transaction sent by us. Refunds follow three rules: the same coin, the same network, and a US dollar amount converted on the day of the refund.

When you receive a refund

• You cancel your order before it ships, which is free of charge.
• You return an item under our 30-day return policy, or withdraw from your purchase under the EU right of withdrawal.
• An item arrives dead on arrival or damaged in transit and is refunded rather than replaced.
• You overpaid: the difference is refunded on request, minus the network fee.
• We cannot deliver to your destination, for example because it is subject to sanctions or our carriers do not deliver there.

How the amount is calculated

Your order is priced in US dollars, so refunds are calculated in US dollars too. We refund the USD amount due, converted into the coin you paid with at the exchange rate on the day the refund is made.

The amount of BTC or ETH you get back can therefore be higher or lower than the amount you sent.

Same coin, same network

Refunds are paid in the coin and on the network of your original payment: BTC on Bitcoin, ETH on Ethereum mainnet, USDT on TRON (TRC20) or USDT on Ethereum mainnet (ERC20). We cannot refund in another coin, on another network, or by card or bank transfer.

How to give us your refund address

1. Email support@hodlchip.com from the email address on your order, quoting your order number.
2. Include the full refund address for the same coin and network. It can be a wallet you control, or an exchange deposit address that accepts that coin on that network.
3. Check the first and last characters before you send it. A refund sent to the address you give us cannot be reversed.

How long it takes

• Returns: the refund is issued within 5 business days of receiving the returned item.
• Cancellations, overpayments and undeliverable orders: the refund is processed once we have your refund address and have confirmed the amount due.
• Once sent: normal network confirmation times apply, from about one minute for USDT on TRC20 to 10–60 minutes for Bitcoin.

Refunds after an EU withdrawal

If you withdraw from a purchase under EU consumer law, your refund also includes the original delivery cost, up to the price of the least expensive standard delivery we offered for your address, and it follows the timing set out in our Right of withdrawal policy.