Last updated: 20 September 2026

OneKey Care is an optional extended warranty plan for your OneKey hardware wallet. It adds extra years of protection on top of the standard factory warranty, so if your device fails due to a manufacturing defect within the coverage period, OneKey will send you a replacement — no repair queues, and no need to return the faulty device. It is designed to give hardware wallet owners longer peace of mind, while keeping your keys in your hands.

OneKey Care is an extended factory warranty offered by ONEKEY LIMITED (the "Manufacturer") for eligible OneKey hardware wallet devices. It extends the coverage of the Manufacturer's Standard Limited Warranty against defects in materials and workmanship for an additional period beyond the standard warranty term.

Important: OneKey Care is not an accidental damage or insurance plan. Unlike products such as AppleCare+, it does not cover accidental, physical, or liquid damage, or any damage caused by misuse or external factors. Please read "What Is Not Covered" carefully.

OneKey Care applies only to OneKey hardware wallet devices (the "Product"). Accessories, cables, cases, straps, packaging, and any bundled third-party items are not covered.

OneKey Care is sold exclusively through the official OneKey store. It is not available from resellers, distributors, or any third-party platform. OneKey Care may only be purchased for a genuine Product that is within its Standard Limited Warranty period.

Coverage is tied to the specific Product (identified by serial number) and is non-transferable unless otherwise permitted by OneKey in writing.

OneKey Care extends the Standard Limited Warranty. The extension period (for example, +1 year or +2 years) is stated at the time of purchase and begins immediately upon expiry of the Standard Limited Warranty, not on the date OneKey Care is purchased.

Example: if the Standard Limited Warranty is 12 months from the original purchase date and OneKey Care adds 24 months, total coverage runs for 36 months from the original purchase date.

OneKey Care does not renew automatically and cannot extend coverage beyond the maximum term offered for the Product.

OneKey Care is a replacement-only service. Within the coverage period, if a Product fails due to a defect in materials or workmanship under normal use, in accordance with the Product's operating instructions, OneKey will, at its sole discretion, provide a replacement device. OneKey does not repair Products under OneKey Care. Covered issues may include, for example:

Replacement units may be new or equivalent-to-new (refurbished) and of the same or a comparable model.

You are not required to return the defective device. The defective Product remains yours, and for your own security you should reset and wipe it before disposal. Because the defective device is not collected, OneKey may require proof of the defect (such as photographs, a video, or the serial number) before providing a replacement.

OneKey Care does not cover, and OneKey will not be responsible for, any of the following:

To request service, contact OneKey Support at [email protected] and provide: proof of purchase, the Product serial number, your OneKey Care confirmation, and a description of the issue. You do not need to send the defective device back; OneKey may ask for photographs, a video, or other evidence of the defect to assess your claim.

Before using a replacement device, make sure you have your wallet backup (recovery/seed phrase). OneKey cannot transfer any contents from the defective device to the replacement.

If OneKey determines the failure is not covered (for example, accidental or liquid damage), OneKey will notify you and no replacement will be issued.

For an approved claim, OneKey will ship the replacement device to you. You are not required to return the defective device, so there is no return shipping.

Import duties, taxes, and customs charges arising from shipment of the replacement device are your responsibility unless otherwise stated.

A OneKey hardware wallet stores keys that control your digital assets. You are solely responsible for securely recording and safeguarding your recovery phrase (seed phrase) and any backups.

OneKey cannot access, recover, or restore your recovery phrase, private keys, or digital assets. A replacement Product will be blank and will not restore any contents from the defective device.

OneKey Care covers hardware only. It does not cover, and OneKey is not liable for, any loss of funds, digital assets, private keys, or data, however caused.

To the maximum extent permitted by applicable law, OneKey's total liability under OneKey Care is limited to the replacement of the Product as described in these Terms.

OneKey shall not be liable for any indirect, incidental, special, or consequential damages, including loss of funds, digital assets, profits, or data.

OneKey Care is provided in addition to, and does not affect, any statutory consumer rights you may have that cannot be excluded under applicable law.

OneKey Care is non-refundable. Once purchased, the fee paid for OneKey Care cannot be refunded, in whole or in part, whether or not a claim has been made, except where a refund is required by applicable law.

OneKey may cancel coverage for fraud, misrepresentation, or non-payment, in which case no refund will be due.

These Terms are governed by the laws of the Hong Kong Special Administrative Region.

OneKey may update these Terms from time to time; the version applicable to your coverage is the one in effect on your OneKey Care purchase date.

If any provision is found unenforceable, the remaining provisions remain in full effect.

ONEKEY LIMITED, Hong Kong. Contact: [email protected]