Once your order has been completed, additional changes are only possible after consulting with our support team and before your order has been dispatched. However these changes are not guaranteed.
If your order was already shipped, it is not possible to cancel it. This means we can only wait until the consignment reaches your destination.
Therefore, please reach out to Trezor support via our chatbot Hal, and we will help you return it as soon as you receive it.
- You can reject the package upon delivery. If you do not accept the package, the courier may ask you to sign a confirmation of refusal and they will send the package back to us. Afterwards, we will be able to issue a refund for your order minus the shipping costs.
- If you are unable to refuse delivery of the parcel and it has already been delivered, please contact our support for guidance on how to return the parcel. You can find more information on returning your product in our Return Policy article.
- If your package is subject to customs fees (for orders outside the EU, excluding the UK and USA) and you decide you no longer wish to receive it, you may choose not to pay these fees and contact Trezor Support for assistance in returning the package. We will then direct the shipping company to return your package. Upon its return, we will issue a refund for your order. Please note that shipping costs are non-refundable.
You can return an order to us under the conditions stated in section 7 of Trezor
Terms and Conditions.
If you require further assistance, please contact us via our
chatbot Hal who will help resolve your issue.