Warranty and Refund Policy

Sucden provides a full one-year warranty on all of our devices, based on the design, manufacturing, or intended use. The warranty period starts from the date of purchase by the customer.

Please ensure the warranty details are completed at the time of purchase and presented to the dealer for warranty service. Failure to do so may affect your warranty.

Sucden guarantees that this device and its accessories, under normal use for the warranty period, are free from errors, improper or poor workmanship, materials, or design.

This warranty is subject to the following terms and conditions:

If you believe your Sucden cold wallet is defective during the warranty period, please start by contacting us at info@socden.cc with your order number. We will do our best to assist you.

If we are unable to assist, you may need to ship the product back to us. We will provide all necessary information when you contact us.

Please ensure the product is still under warranty.

To submit a valid claim, please contact us with a clear image or video demonstrating the issue.

 

Warranty Period:

For the Sucden Cold Wallet:

If there is a quality issue within 30 days after the product is delivered, we will replace it with a new cold wallet or provide a refund. We will cover the shipping cost for the replacement.

Within 12 months after delivery: you will need to send the product back to us. We will inspect and repair it for free, but you are responsible for all shipping costs.

There are no handling fees for returns and replacements.

For the adapter:

If there is a quality issue within 30 days after the adapter is delivered, we will replace it with a new adapter.

 

The warranty does not cover the following:

- Defects and damage caused during transportation, loading, and unloading of the product.

- Defects caused by unauthorized attempts to dismantle or reassemble the product.

- Defects and damage resulting from using the product in a manner different from its intended use.

- Defects caused by uncontrollable forces, including but not limited to fire, earthquakes, lightning strikes, and wars.

- Defects caused by improper use, care, maintenance, and handling of the product that does not comply with instructions in the user manual.

Normal wear and tear, including but not limited to the case:

The product serial number on the warranty document does not match the one on the product.

 

*Special Notice:

If a product defect results from normal usage, this warranty and the invoice that records the product order number must be presented to a designated maintenance center for free maintenance services.

This warranty will be void in the following cases:

• If any terms and conditions specified in this warranty are altered or modified in any way without prior written consent from Sucden.
• If the purchase receipt or proof of purchase cannot be provided.

If you submit a valid claim under this warranty, Sucden will either repair, replace, or refund your device at its discretion. Warranty benefits are in addition to rights provided under local consumer laws.

 

Refunds and Replacement

Please provide the reason for your refund request, and we will initiate the refund through our payment gateway.

If you used Crypto.com for your purchase, please let us know which coin you used and provide your address.

Product replacements are only available for items that you received in a defective or damaged condition or if an incorrect product was sent to you.

Contact Email: info@socden.cc. We will respond to your refund or replacement request within 3 business days.

If you change your mind after receiving Sucden, reasons include: "I do not like it" or "I do not know how to use it."

It’s okay to change your mind within 30 days of delivery.

Please contact our Support Team at info@socden.cc first, and then you need to ship the product back to us with all included parts. We will refund you the product value after receiving the returned parcel. You are responsible for all shipping costs.

How long does the refund process take?

Once your return shipment is received at our warehouse, it takes 2-3 business days to process. Refunds will then post to your account within 3-7 business days.

How long will it take to receive my replacement?

After we inspect the returned items and confirm that the product is defective, the replacement is usually shipped out within 3-5 business days.

Where should I ship my return?

Please do not send the items back to the original shipping address. All returns must be sent to the factory for inspection. Please contact us first; we will open a case with you and provide the return address.

Cancel an order

Please contact info@socden.cc as soon as possible. If your order has not yet shipped, we will refund your payment within 3-5 working days. If your order has shipped, we will process your refund as soon as we receive and process the returned item(s) at our warehouse.

Returns due to customer refusal of package delivery for personal reasons will not qualify for a refund of the incurred shipping fees.