Return your order
You can withdraw from your purchase within 15 days of delivery. No account needed, just fill in the form below.
Common questions
Everything you need to know about the 15-day return process.
How long do I have to request a return?
You have 15 calendar days from the date you received your order to request an exchange or refund. Submit this form within that window, and our team will confirm eligibility and send return instructions by email.
Do I need to ship the item back before I get my refund?
Yes. The refund is issued after we receive and inspect the returned item. Please wait for our email with return shipping instructions before sending anything.
What condition does the item need to be in?
Items should be returned in their original condition where possible. The outer shipping box may be opened, but the device box should ideally be intact and sealed. If the device box has been opened, you can still return it — please describe the condition in the notes field.
Can I return just part of my order?
Yes. Select "Partial" in the return form and specify which items you'd like to return. A partial refund can be issued for items once we have received and inspected them.
I don't have my order number—can I still submit a refund request?
Including the order number with your request significantly speeds up the processing time. Check your original purchase confirmation email, or search your inbox for "Trezor order." If you can't find it, provide us your email address, and our team will locate your order.
My order was anonymized. What should I do?
As part of our privacy policy, Trezor anonymizes order data after processing. If your order has been anonymized, please share your email address and any relevant details (such as the approximate order date and items ordered). Our support team will review your case and assist you further.
How long does the refund take after you receive my return?
After we receive and inspect your return, approved refunds are usually processed within 3–5 business days. Processing times for card or bank refunds may vary by provider.
Will Trezor ever ask for my wallet backup?
No. Trezor support will never request your wallet backup (the 12 or 24 words used to secure your wallet). If anyone claiming to be Trezor asks for this phrase, treat it as a scam. Disconnect immediately and report it to [email protected].