Refund & Returns Policy

Effective Date: Dec 1, 2025

This Refund & Returns Policy (“Policy”) governs returns, exchanges, and refund-related situations on BTC5 Mall (“we”, “our”, “us”). By placing an order on our Platform, you agree to this Policy.

1. No Refund Policy

All sales made on BTC5 Mall are final.

For any product that has been successfully purchased and delivered, no refunds shall be applicable under any circumstances, including but not limited to:

  • Change of mind

  • Incorrect order placement by the user

  • Token price or market value fluctuations

  • Minor cosmetic variations

The only exception to this no-refund policy is where BTC5 Mall is unable to fulfill an order/ 3rd party vendors unable to fulfill or due to logistics challenges.
In such cases:

  • The order will be cancelled, and

  • The BTC5 tokens paid for the order will be transferred back to the same wallet address used while placing the order.

This policy applies to all products and all payment methods, including cryptocurrency payments.

2. Exchange Policy (Damage or Defective Products Only)

BTC5 Mall permits exchange only, not refunds, strictly under the following conditions:

  • The product was damaged or defective at the time of delivery

  • The issue is reported within the specified timeline

  • Required proof is provided and verified

No other exchange requests will be accepted.

3. Mandatory Unboxing Video Requirement

To be eligible for an exchange, customers must record a continuous unboxing video at the time of delivery.

The video must:

  • Start before opening the package

  • Clearly show the sealed package from all sides

  • Show the product being removed from the box

  • Clearly capture the damage or defect

  • Be unedited, uninterrupted, and clear

❗ Exchange requests without a valid unboxing video will be rejected.

4. Reporting Timeline

Any damage or defect must be reported within 24 hours of delivery.

To initiate an exchange request, customers must email:

📧 support@btc5mall.com

The email must include:

  • Order reference number

  • Description of the issue

  • Unboxing video

  • Supporting images (if available)

Requests submitted after the reporting window may not be considered.

5. Verification & Approval

All exchange requests are subject to manual verification by BTC5 Mall.

We reserve the right to:

  • Request additional information or proof

  • Reject claims that do not meet Policy requirements

  • Reject claims involving suspected misuse, tampering, or false reporting

All decisions made by BTC5 Mall shall be final and binding.

6. Exchange Fulfillment

If an exchange request is approved:

  • A replacement product of the same type will be shipped, subject to availability

  • If the same product is unavailable, an alternative product of similar value may be offered

  • No refunds (fiat or cryptocurrency) will be issued in place of an exchange

7. Non-Fulfillment of Orders by BTC5 Mall

In the event that BTC5 Mall is unable to fulfill an order due to reasons such as product unavailability, operational constraints, or logistical limitations:

  • The order will be cancelled

  • The BTC5 tokens paid for that order will be sent back to the same wallet address that was used to place the order

  • Refunds, where applicable in such cases, will be processed only in BTC5 tokens, not in fiat currency

  • BTC5 Mall shall not be responsible for any token price fluctuation between the time of payment and refund

This clause applies only when the non-fulfillment is solely attributable to BTC5 Mall.

8. Exchange Shipping

  • Exchange shipping costs may be borne by BTC5 Mall or the customer, depending on the nature of the issue

  • BTC5 Mall is not responsible for delays caused by third-party logistics providers during exchange delivery

9. Items Not Eligible for Exchange

The following are not eligible for exchange:

  • Products damaged after delivery

  • Damage due to misuse, mishandling, or improper storage

  • Normal wear and tear

  • Missing accessories or original packaging

  • Claims without a valid unboxing video

  • Claims raised after the reporting timeline

10. Cryptocurrency Payment Disclaimer

All cryptocurrency transactions, including BTC5 token payments, are irreversible once confirmed on the blockchain.

Approved exchanges or order cancellations do not entitle users to fiat refunds or compensation beyond what is explicitly stated in this Policy.

11. Abuse Prevention

BTC5 Mall reserves the right to:

  • Reject exchange requests from users with repeated or suspicious claims

  • Limit or refuse future orders from users attempting to exploit this Policy

  • Take appropriate action in cases of fraud or misuse

12. Policy Updates

BTC5 Mall may update this Refund & Returns Policy at any time.
Changes will be effective immediately upon publication on the Platform.

13. Contact Information

For exchange or order-related queries, contact:

BTC5 Mall
📧 support@btc5mall.com