Refund policy

Last updated: 8 October 2026

This policy explains how returns, refunds, exchanges and cancellations work at BitaxeDeploy. It applies to every order placed through bitaxedeploy.com. Nothing in this policy limits the rights you have under applicable consumer protection law.

Summary

  • 30 days to request a return from the date your order is delivered.
  • Items must be unused, undamaged and in original packaging with all accessories.
  • Refunds are issued to the original payment method within 10 business days of us receiving and inspecting the return.
  • We pay return shipping when the item is faulty, damaged in transit, or not what you ordered.
  • You pay return shipping when you simply change your mind.
  • Hardware also carries a separate 12-month limited warranty.

1. Return window

You may request a return within 30 calendar days of delivery. Delivery date is the date recorded by the carrier. Requests made after 30 days fall outside this policy, but may still be covered by the 12-month limited warranty if the issue is a hardware fault.

2. Condition of returned items

To be accepted for a change-of-mind return, an item must be:

  • Unused, or used only to the extent necessary to establish that it works;
  • Free of physical damage, modification or tampering;
  • In its original packaging, with all cables, power supplies, mounting hardware, adapters and documentation included;
  • Still carrying any manufacturer serial number or security seal, unbroken.

Items returned incomplete, modified, or with physical damage caused after delivery may be refused, or refunded at a reduced amount reflecting the loss in value. We will always contact you before applying any deduction and give you the option of having the item returned to you at your cost.

Firmware, overclocking and modification

Mining hardware is designed to be configurable, and installing alternative firmware or adjusting clocks does not by itself void your right to return a faulty item. However, we cannot accept a change-of-mind return on a unit whose firmware has been replaced or whose operating parameters have been altered beyond the manufacturer's published limits, because we cannot resell it as new. If a machine has failed, tell us what configuration it was running when it failed; this helps us diagnose it and does not disqualify a warranty claim on its own.

3. Items that cannot be returned

  • Digital products, firmware licences and service items (for example Harlo OS diagnostics and RMA cover) once activated or delivered.
  • Items damaged by misuse, including operation outside published electrical limits, obstructed ventilation, liquid ingress, physical impact, or connection to an unsuitable power supply.
  • Items damaged by inadequate electrical supply, including surges, brownouts and incorrect voltage.
  • Consumable or hygiene-affected accessories once opened.
  • Gift cards.

4. Faulty, damaged or incorrect items

If your order arrives damaged, incomplete, incorrect, or faulty, contact us within 7 days of delivery at customercare@bitaxedeploy.com with your order number and photographs of the item and its packaging. We will arrange a replacement, a repair or a full refund including original and return shipping, at no cost to you. You will not be asked to pay return postage on a fault.

For transit damage, please keep the packaging until the claim is resolved — carriers frequently require it as evidence.

5. How to start a return

  1. Email customercare@bitaxedeploy.com with your order number, the item concerned, and the reason for return.
  2. We will reply within 1 business day with a Return Merchandise Authorisation (RMA) number and the return address.
  3. Pack the item securely in its original packaging, write the RMA number clearly on the outside, and ship it to the address provided.
  4. Send us the tracking number so we can watch for arrival.

Returns sent without an RMA number may be refused or delayed, because we cannot match an unidentified parcel to an order. Please do not ship anything back before you have one.

6. Return shipping costs

Faulty, damaged or incorrect item We pay. A prepaid label is provided.
Change of mind You pay. We recommend a tracked and insured service — you remain responsible for the item until it reaches us.
Warranty claim within 12 months See the Warranty page for how costs are split.

Original outbound shipping charges are refunded only where the return is due to our error or a fault in the product.

7. Refunds

Once your return arrives we inspect it within 3 business days and email you the outcome. Approved refunds are issued to the original payment method within 10 business days of approval.

How long the money takes to appear after that depends on your bank or card issuer, and is outside our control — card refunds commonly take a further 5 to 10 business days to post. If more than 15 business days have passed since we confirmed your refund and you still cannot see it, contact your bank first, then contact us and we will provide the transaction reference.

We do not charge restocking fees.

8. Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order, so you are not waiting on the return to clear before the replacement ships. If you would prefer a direct exchange, tell us when you request the RMA and we will arrange it; direct exchanges ship once the returned item has been received and inspected.

9. Order cancellation

You may cancel an order at no cost at any point before it is dispatched. Email us as soon as possible with your order number. Once a parcel has been handed to the carrier it cannot be recalled, and the order must be handled as a return instead.

Pre-orders and batch items

Some products are sold as pre-orders or in production batches with an estimated ship date shown on the product page. These can be cancelled for a full refund at any time before dispatch. If an estimated ship date moves, we will email you; if a delay is unacceptable you may cancel for a full refund. Estimated dates are estimates and are not guaranteed.

10. Late or missing deliveries

If tracking shows your parcel as delivered but you have not received it, check with others at the address and with neighbours first, then contact us within 7 days of the recorded delivery date so we can open a carrier investigation. Investigations must be opened within the carrier's own time limits, which is why prompt contact matters.

11. Contact

BitaxeDeploy
7370 N 77th St, Omaha, NE 68122, United States
Email: customercare@bitaxedeploy.com
Phone: 531-288-1840
Hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time

We aim to answer every email within one business day.