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Refund Policy

Last updated: 2026-05-17

We want you to be confident buying from Shillette. This policy explains when refunds apply and what to do if something goes wrong.

Digital products (firmware, software, license keys)

Because digital products are delivered instantly and cannot be returned, all sales are final once delivered. We'll happily issue a refund before delivery if you change your mind — just open a Discord ticket with your order ID and we'll cancel and refund any payment received.

If a product is faulty, doesn't match its description, or doesn't work on your hardware after good-faith troubleshooting with our team, you're entitled to a full refund. We'll either resolve the issue with you in your ticket or refund in your original payment currency (USDT-equivalent in BTC/ETH/LTC at the day's rate).

Hardware (DMA cards, fusers, accessories)

Hardware orders can be cancelled and refunded any time before they ship.

Once shipped, hardware is eligible for return within 14 days of delivery if it's unopened and unused. Return shipping is the buyer's responsibility unless the item arrived damaged or defective, in which case we cover return shipping and either replace or refund.

If your hardware arrives defective or fails within the manufacturer warranty window, contact us in your ticket and we'll work through the repair/replacement process with you and the manufacturer.

How to request a refund

  • Open a ticket in our Discord server
  • Include your order ID (e.g. #42) and a short description of the issue
  • Our team responds within 24 hours, usually much faster during business hours

Crypto refunds

Refunds are issued in the same cryptocurrency you paid in, to the address you specify. Because crypto values fluctuate, the refund amount in fiat may differ from your original purchase price — but the crypto amount you receive will match what you paid (minus network fees we incur sending the refund). If you'd prefer a different currency for the refund, we can usually accommodate.

Chargebacks

Crypto is non-reversible, so traditional chargebacks don't apply. If you believe a payment was unauthorised, contact us immediately and we'll investigate.

Disputes

If we can't reach an agreement in your ticket, the issue gets escalated to a senior staff member. We aim to resolve every dispute fairly and on its merits — we'd much rather refund a customer than lose a relationship.