3hom Device Returns & Recovery Guidelines

Updated: August 20, 2025

1. Verified Return Process

All hardware returns are carefully validated to protect both the device and the customer. Return requests must be submitted and authenticated through our Secure Return Portal before any processing occurs.

Unopened Devices:

• Check of original packaging and security seals
• Confirmation of factory integrity
• Verification of purchase date and warranty validity

Previously Activated Wallets:

• Full cryptographic data wipe
• Integrity verification of the secure element
• Confirmation of completed factory reset

2. Refund Procedures

Refunds are securely processed with multiple verification stages to safeguard financial information.

Timeline:

• Review: 0-2 business days for device authentication
• Security Verification: 1-2 business days for fraud prevention
• Refund Initiation: 1-3 business days for payment processing
• Funds Transfer: 3-5 business days depending on bank procedures

Refund Options:

• Credit/Debit cards with encrypted processing
• Cryptocurrency refunds verified on-chain
• Bank transfers with secure tracking

3. Device Evaluation

Returned devices undergo thorough inspections to determine suitable handling, repair, or replacement.

Assessment Categories:

• Category A: Secure element intact – eligible for refurbishment
• Category B: Minor component issues – requires technical review
• Category C: Significant damage or tampering – requires secure decommissioning

Replacement Options:

• Factory-refurbished units with full warranty
• New replacement devices for qualifying cases
• Store credit for out-of-warranty items

4. Return Eligibility & Limitations

Device condition may affect return approval.

Non-Returnable Cases:

• Signs of physical tampering or unauthorized modifications
• Intentional misuse or damage
• Devices beyond warranty period without prior authorization

Secure Decommissioning:

• Data wiped according to industry standards
• Physical destruction of compromised components
• Responsible recycling of materials

5. International Returns

Global returns follow international regulations and secure handling protocols.

Shipping Guidelines:

• Pre-approved shipping labels with tracking
• Required customs documentation
• Secure packaging for transport

6. Safe Shipping & Handling

All returns are shipped with protective measures to ensure device safety during transit.

Packaging Measures:

• Anti-static protective materials
• Tamper-evident security seals
• Discreet outer packaging

7. Detailed Device Inspection

Returned devices are subject to comprehensive technical checks.

Inspection Steps:

• Physical condition review
• Electronic component testing
• Firmware integrity verification

8. Customer Updates

We provide consistent updates to customers throughout the return and recovery process.

Communication Channels:

• Encrypted email notifications
• Secure portal messages
• Direct contact with support team

3hom Returns Hub

Operations Center:
3hom Security Facility
120 Berkeley Dr, Hamilton, OH 45013

Support Hours:
Standard Returns: 08:00–18:00 EST (Mon–Fri)
Emergency Support: 24/7 for critical security issues