If your order status was invalidated due to compliance reasons, but the payment is not linked to a sanctioned source, restricted entity, or high-risk blockchain activity, a refund may be possible.
To meet regulatory requirements, we’ll first need to verify your identity before processing any refund. You can request the refund by submitting a Claim form available on the same chekout page where you made the payment. We’ll also email you a link to access that page in case it was closed.
Through this form, you’ll be asked to complete a brief identity verification and provide details required to process your refund.
How to proceed:
If the checkout page is still open, click the “Claim Refund” button.
If you’ve already closed it, check your email for a link to that same page.
Once there:
Enter your preferred refund wallet address and select the network - please note that you can only choose a network that supports the token you have selected to pay for the order.
Confirm your previously entered contact details.If you need to make changes, then we kindly ask you to provide the reason for that. Once details are provided you can continue to the next step.
Verify your identity via our live verification service
If everything is submitted correctly, then you will see the following indicator that you have completed all required steps and now can await for our decision regarding your refund.
In case your live verification process failed or was rejected due to requirements not being met, there’s no need to worry - we will provide you with another attempt to verify the identity via email, or you can simply stay in the verification window and try again.
Please note that there is a limit set to verification attempts, and once exhausted, they are no longer available, resulting in a declined refund request
Our team will review your request:
If everything is in order, your refund will be issued.
Otherwise, you will be given details regarding the final decision.
If you don’t request a refund or fail to complete the required process, we won’t be able to refund you, and the crypto-assets you transferred may be subject to administrative fees in line with our policies and the Shopper Disclaimer (refer to our terms for more information).