Returns, Refunds & Repairs

14-day right of withdrawal

If you are a consumer, you may withdraw from your contract within 14 days of the day you, or a person you nominate other than the carrier, receive the goods, without giving any reason.

To withdraw, tell us of your decision by a clear statement, for example by email to support@trustpanda.com or by letter, before the 14 days end. You may use our online withdrawal form or the model form below, but you do not have to.

Sealed packaging

Security keys are supplied in a sealed blister pack. The seal shows the device has not been tampered with, so a key whose blister has been opened cannot be resold as new. If you think you may want to return your order, please do not break the seal: you can check the model, connector and compatibility from the packaging and the product page. Your right to withdraw is not affected, but if the seal is broken you are liable for the resulting loss of value, which may be up to the full purchase price.

Return Authorisation (RA) number

Please contact our Customer Support Team before sending any return. They will give you an RA number and the return address. Please mark the RA number clearly on your parcel so we can identify it and process your refund quickly. Parcels that arrive without an RA number may take longer to match to your order, which can delay your refund.

Sending the goods back

Please send the goods back to us without undue delay, and no later than 14 days after telling us you are withdrawing. You meet the deadline if you send them before the 14 days end. You pay the direct cost of returning the goods.

Your refund

We will refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after we receive your withdrawal notice. If you chose a more expensive delivery method than our cheapest standard delivery, we do not refund the extra cost. We refund using the same payment method you used, unless you expressly agree otherwise, and you will not pay any fee for the refund. We may withhold the refund until we have received the goods back, or you have shown proof that you have sent them, whichever is earlier.

The right of withdrawal does not apply to business customers.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Illuminance Labs Kft (Trust Panda Europe), Barázda utca 42, Ground Floor, 1116 Budapest, Hungary. Email: support@trustpanda.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
Ordered on (*)/received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.

Faulty goods: legal guarantee

All goods come with the legal guarantee of conformity under EU law for 2 years from delivery. If a product is faulty, please contact our Customer Support Team. We will arrange for the product to be returned for assessment, then repair or replace it, or refund you, as the law provides.

Hungarian mandatory guarantee (jótállás)

If you are a consumer in Hungary, or a micro, small or medium-sized business in Hungary buying outside your trade, products covered by Government Decree 151/2003 also carry a mandatory guarantee:

• sale price from HUF 10,000 up to HUF 250,000: 2 years;
• sale price above HUF 250,000: 3 years.

If a fault prevents normal use and you ask for a replacement within 3 working days of purchase, we will replace the product within 8 days. If a product cannot be repaired, or is not repaired within 30 days of your claim, we will replace it within 8 days, or refund you if replacement is not possible. Guarantee claims are never conditional on returning unopened packaging. The mandatory guarantee is in addition to the legal guarantee of conformity.

Manufacturer warranties

Some products also carry a manufacturer's warranty. It is in addition to your legal rights and does not limit them. Our Customer Support Team will help you identify and use any manufacturer's warranty.

Lost or damaged deliveries

If you are a consumer and your parcel is lost, arrives damaged or is not delivered, please tell us as soon as you can and we will replace the goods or refund you in full. Business customers, please see section 6 of our Terms of Service.

Contact us

If you have any questions about returns, refunds or repairs, please get in touch:

Trust Panda Europe (Illuminance Labs Kft)
Barázda utca 42, Ground Floor
1116 Budapest, Hungary
Email: support@trustpanda.com
Phone: +36 1 955 5888
Company registration number: 01-09-353238
EU VAT number: HU27309711