Post-Sale Service Policy

FortVax Commitment

Taiwan region

  • 7-day unconditional return
  • 7-day replacement for functional issues

7-Day Free Return Service: In accordance with the Consumer Protection Act, consumers have a 7-day cooling-off period for purchases made on our website. Please note that this cooling-off period is not a trial period. To protect your return rights, returned items must be in brand new condition, with complete and undamaged packaging, and no damage or missing parts.The 7-day cooling-off period begins from the date the consumer receives the goods, not the purchase date.

Please follow the steps below to return an item:

  1. If you need a return or exchange, please contact FortVax (fortvax.support@tnp.com.tw) and our customer service specialists will handle it for you.
  2. Please place each item to be returned in the original FortVax delivery box. Please also place the original packaging/dust bag/protective box of the item in the box for return.
  3. Regardless of the shipping method, please return the returned product to the FortVax store.(Recipient: FortVax Mailing Address: No. 36, Huaya 1st Road, Guishan District, Taoyuan City).The order fee (including shipping) will be refunded after receiving and confirming the returned goods are in good condition.

International Regions

  • 14-Day Unconditional Return
  • 14-Day Functional Issue Exchange

Our return policy is valid for 14 days.If you received your package more than 14 days ago, we regret that we cannot provide a refund or exchange.Within these 14 days, you can return your unused FortVax wallet and receive a full refund.If you have a return/exchange request, please contact FortVax (fortvax.support@tnp.com.tw) for assistance from a customer service representative.

Defective products

Taiwan Region

If you receive a defective, damaged, or inconsistent product as described on the website, please contact the FortVax customer service team within 7 days. We will arrange a return and provide a full refund for the defective product.

International Regions

If you receive a defective, damaged, or inconsistent product as described on the website, please contact the FortVax customer service team within 14 days. We will arrange a return and provide a full refund for the defective product.

Refund

Once we receive your return request, it may take up to seven business days to process. Once your return is accepted, your refund will be credited to your original payment method. Please note that it may take up to 14 days for your refund to be credited to your account, depending on your payment provider.

Product Warranty Service Notice

  • This limited warranty applies only to Cold Wallet products sold by FortVax.
  • All Cold Wallet products sold by FortVax come with a 12-month limited warranty from the date of purchase.
  • After receiving your warranty claim, our service personnel will first inspect and confirm the problem with your product to determine if it qualifies for warranty coverage. If necessary, we will ask you to return the product. If it does, FortVax will provide a free replacement.
  • The company reserves the right to make the final decision on whether to replace the product with a new one or a product of the same grade.

Warranty Not Applicable

  • The 12-month warranty period has expired.
  • Defects caused by improper storage, incorrect usage, incorrect installation, or unauthorized modification of the structure.
  • Damage caused by unauthorized alteration of design, cutting or repair of the product.
  • Not the original orderer (product warranty rights are not transferable).
  • Warranty service does not include shipping costs, so if there is warranty, customers must bear the shipping costs.