01Before your kit ships
Full refund. If you change your mind for any reason before we have dispatched your kit, write to us at [email protected] with your order reference. We will refund the full amount to your original payment method within five business days.
This window is typically two weeks for Personal and Guardian orders, and up to three weeks for Legacy commissions. The cutoff is the moment a tracking number is generated.
02In transit, before it arrives
Refund minus return shipping and a 15% restocking fee. Once your kit has left our workshop, we have already invested the time and materials. If you change your mind during transit, we will accept the kit back unopened and refund the remainder.
To initiate: write to [email protected] within seven days of dispatch. We will provide return instructions. The kit must arrive back at our Orlando facility unopened and undamaged.
03After your kit arrives
No refunds for opened kits. Once a tamper-evident seal has been broken, the kit cannot be resold or reused. We do not accept returns of opened kits, regardless of whether the cryptographic setup has been performed.
If a kit arrives damaged, contains a printing error, or is missing a component, we replace the affected items at no cost. Write to [email protected] within fourteen days of delivery with photographs and your order reference.
04Legacy commissions specifically
Legacy commissions include custom written components — your threshold recommendation, recovery ceremony plan, and personalised holder letters. These are prepared during week one of your commission.
- Cancel before custom components are prepared — full refund.
- Cancel after custom components are prepared, before dispatch — refund minus $250 to cover the time invested in the written work.
- After dispatch — standard return shipping and restocking fee applies.
05What is never refundable
- Live setup call time already used. If you have completed your sixty-minute Legacy setup call, that portion of the commission ($150 of the $899) is non-refundable.
- International shipping fees. International postage costs are paid to carriers and not recoverable.
- Add-on services already delivered. Once a thirty-minute setup call has been booked and conducted, or expedited shipping has been used, those add-on fees are non-refundable.
06Damaged or missing on arrival
If your kit arrives damaged or with missing components, we replace what is needed, free of charge, within five business days of confirmation. Photograph the damage where possible. We do not require the damaged items to be returned in most cases.
07Disputed charges
If you have a concern about a charge, please contact us at [email protected] before initiating a chargeback with your bank. We respond within one business day and resolve nearly all concerns directly.
Note: Chargebacks initiated without prior contact may result in cancellation of any pending kit production.
08How to request a refund
Email [email protected] with the following:
- Your order reference (begins SH-2026-)
- The reason for the refund request
- Photographs, if relevant
We respond within one business day. Approved refunds appear on your original payment method within five to seven business days of approval, depending on your bank.
09The nature of our product
Shards sells a physical kit that enables you to perform a cryptographic operation in your browser. Once the kit is in your possession and the setup has been performed, the value of the product has been delivered — even though no digital file or account has been transmitted. Our refund terms reflect this: we are generous before the materials reach you, and firm once they have.
If you have any question about whether your situation qualifies for a refund, simply ask. We answer plainly and we don't hide behind policy when common sense suggests a different answer.