Order Policy & Purchase Terms

1. Identity and order security

Routine hardware orders normally do not require identity documents. Limited verification may be requested where reasonably necessary for fraud prevention, payment review, sanctions screening, a refund to a different beneficiary or a specific legal obligation. Verification data is handled under the Privacy Policy.

2. Selecting compatible hardware

Before ordering, the Customer must review the product profile, intended environment, input power, included accessories, supported network, connectivity and regional frequency variation. LoRaWAN frequency plans such as EU868, US915, AU915, AS923, AS923-JP, KR920 and IN865 are not automatically interchangeable. The installation location—not only the delivery address—determines the required legal region.

3. Order confirmation and pricing

An order is accepted only after the enabled payment method (such as credit/debit card, bank wire transfer, or supported cryptocurrency including Bitcoin) is completed and the order is confirmed. Prices are shown in USD unless stated otherwise. Product, freight and currency costs may change before confirmation; the confirmed order or time-limited quotation controls the accepted price.

4. Changes, cancellation and 30-day returns

We offer a 30-day return guarantee for change of mind, starting from the date of confirmed delivery. If you change your mind, you may request a return within 30 calendar days of receiving your order. The hardware must remain in its original, undamaged condition with all original packaging, factory seals, cables, and included accessories intact. The Customer is responsible for return shipping costs and transit arrangements. Once the returned hardware is received, inspected, and verified at our service facility, your refund will be processed promptly and issued to the original payment method used for the purchase. Paid orders may also be cancelled for a full refund before allocation, configuration, packing, or dispatch. A device that has been activated, registered, asserted, paired, or bound to an external platform must be unbound or deactivated prior to return. Devices once onboarded, asserted, or permanently bound to decentralized networks (e.g., Helium Network, Solana) cannot be returned under change-of-mind, as on-chain ownership and network onboarding cannot be reversed by physical return.

5. Shipping, customs and transit

DDP delivery is 100% guaranteed for all orders. We provide worldwide shipping for any order quantity, and the declared shipping charge includes all import duties, taxes and customs clearance. No additional import or customs-clearance fees are payable on delivery. The product page states an estimated dispatch date, not a guaranteed delivery date. The Customer must provide accurate delivery and contact details. Carrier coverage and import requirements may affect delivery timing. Transit damage must be documented with the package, label and device and reported within the published reporting window.

6. External networks and rewards

Compatibility with Helium, SenseCAP, Loriot, TTN, ChirpStack, Flux, Mysterium or another platform means the product supports the listed integration at the documented time. External providers control onboarding, subscriptions, software, network rules and availability. No hardware purchase guarantees coverage, rewards, income, token value, uptime or breakeven.

7. Technical services and support

Firmware, setup assistance, diagnostics or paid repair are governed by the applicable service description and After-Sales Terms. Only install firmware intended for the exact model, hardware revision and region. Never provide wallet seed phrases, private keys or account passwords to Support.

8. Governing documents

This policy is read with the Terms of Use, Privacy Policy and After-Sales Terms. Mandatory customer rights remain unaffected. The official company information and contact channels identify the seller responsible for the confirmed order.

Policy questions: info@sensecap.io