In general, we can only issue refunds for purchases in the the event that your shipped Satori Coin purchase is "lost or missing".
|
Internally loaded Bitcoin value (Satori Coin Gi models) |
Refundable for lost or missing shipments via Satori Club Pte Ltd |
| Physical token value |
Refundable for lost or missing shipments via DHL. Only available if order included optional shipping insurance. |
Recovery of loaded balances
Shipped packages are considered lost when DHL reports a confirmed loss of shipment through their system. We cannot accept claims of lost shipments if shipments are shown to be successfully delivered. Successful deliveries are confirmed by DHL and require delivery in person and signature upon receipt. If your shipment is confirmed as "lost or missing" by DHL, the refund procedure is will depend on the purchased model:
- Satori Coin Gi
- In the event that your Satori Coin Gi is "lost or missing" via DHL shipment, you will need to contact our support team via support@satoricoin.com.
- You will be asked to digital send a copy of your Redeem Kit.
- You may be asked to additionally confirm personal identification.
- The private key inside your Satori Coin Gi is generated by Satori Club and is retained by our company until successful delivery. Upon successful delivery, our copy of the private key information is destroyed, and the only remaining copy resides inside the physical token itself. As a result of this process, it is not possible to request a refund for shipments that have been reported as successfully delivered.
- Using the combination of our temporary private key information and the customer Redeem Kit, the Bitcoin value stored inside your 2-of-2 multisig Satori Coin Gi can be redeemed by the Satori Club team and sent to a refund address of the customer's choosing. This process is only available for orders where DHL has confirmed the package as "lost or missing". By default, Satori Club does not have access to the private key information in the Redeem Kit. Sending a copy Redeem Kit is necessary as it is the only copy of the customer-generated keys.
Recovery of physical token costs and other fees
Satori Coin purchases come with optional shipping insurance provided by DHL at the time of order checkout. This optional insurance covers the physical cost of the token. It does not cover the cost of internally loaded values.
We recommend that customers choose to add this optional insurance option to recover the costs of physical tokens in the case of "lost or missing" shipments. Orders placed without optional shipping insurance are not eligible for refunds of the physical token value.
Any loaded internal value, as in the case of Satori Coin Gi models, can be refunded if the shipment is recorded by DHL as "lost or missing", and will be dealt with using the refund process written in the section above.
Refunds for other reasons
Since we destroy our copy of private keys upon successful delivery, issuing refunds may not be technically possible. However, any other scenarios not outlined in this document may be considered, when technically possible, at our own discretion on a case-by-case basis by contacting support at support@satoricoin.com.