Sales Terms and Conditions
Effective Date: May 12, 2025
These Terms and Conditions (“Terms”) govern the sale of products by HWLT FZE (“HWLT,” “we,” “us,” or “our”) through our website https://era-wallet.com (“Website”) to customers (“you” or “Customer”). By placing an order, you agree to be bound by these Terms.
1. Introduction
HWLT FZE is a company registered in the United Arab Emirates (“UAE”) under registration number 2465 with offices at Dubai World Trade Center, Sheikh Rashid Tower 04 FZF 312 SRT. These Terms govern your purchase of our hardware electronic devices ERA wallet (model EWU-Y-1) (“ERA Wallet”) and form a legally binding agreement between you and HWLT.
2. Order and Payment
Orders may be placed through our Website and are subject to acceptance by HWLT. Orders are typically processed within 1 - 3 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next business day.
We accept payment via supported gateways. All prices are shown exclusive of VAT, customs duties, or other applicable taxes unless otherwise indicated.
You are responsible for any bank charges, currency conversion fees, or cross-border transaction costs.
3. Product Description and Availability
We make every effort to ensure our product descriptions and specifications are accurate. However, minor variations that do not affect functionality may occur.
All orders are subject to availability. We reserve the right to discontinue or modify products without prior notice.
4. Delivery and Shipping
4.1. Shipping Destinations and Limitations. We ship worldwide, excluding jurisdictions subject to sanctions, embargoes, or where local laws prohibit delivery. We do not deliver to PO boxes or military addresses (APO/FPO/DPO), or to certain remote locations where logistics partners do not operate. For inquiries about specific shipping destinations, please contact our support team before placing an order.
4.2. Shipping Time Estimates. Estimated delivery time is 15–30 business days, depending on the destination. Delivery times may vary due to customs processing, local carrier delays, weather, or other external factors beyond our control.
4.3. Shipping Costs. Shipping costs vary based on the destination and will be calculated at checkout. Any customs duties, import taxes, or additional local fees imposed by the destination country are the customer’s responsibility. We do not cover or reimburse these charges.
4.4. Tracking & Delivery Issues. You will receive a tracking number once your order is shipped. We are not responsible for shipping delays caused by external factors such as weather conditions, customs clearance, or courier issues. If your package is lost or significantly delayed, please contact us within 7 days of the estimated delivery date.
4.5. Refused or Undeliverable Packages. If an order is returned to us due to an incorrect shipping address, failure to collect, or customs refusal, the customer will be responsible for any return shipping costs and re-shipping fees. If a package is refused upon delivery, a refund may be issued minus shipping costs and any applicable return fees.
4.6. Damaged or Missing Items. If your order arrives damaged, please contact us within 48 hours of delivery with photos of the damaged product and packaging. If an item is missing from your shipment, contact us within 7 days of receiving your order.
5. Returns and Refunds.
5.1. Right of Withdrawal. If you are a consumer located in the EU, UK, or another jurisdiction granting a statutory withdrawal right, you may cancel your order within 14 days of receiving the product.
As a gesture of goodwill, HWLT voluntarily extends this right under the following conditions:
The product must be unused and in its original packaging;You must notify us in writing within 14 days of receipt;You are responsible for return shipping costs.
5.2. Eligibility for a Refund. Refunds may be issued in the following cases:
The product is defective and covered under our Limited Warranty Policy.The product was not delivered within 30 days of the estimated delivery date, and the delay is not due to customs processing, incorrect shipping details, or force majeure circumstances.The wrong product was shipped.
Refunds will not be provided in the following cases:
The product was damaged due to misuse, negligence, unauthorized modifications, or accidents.The product was lost after delivery confirmation.The product was not received due to incorrect shipping information provided by the customer.The customer refuses to pay customs fees or import taxes, leading to the order being returned or abandoned.The customer changes their mind after purchase (unless required by consumer laws in their country).
5.3. Refund Process. To request a refund, follow these steps:
Contact our support team at 📧support@hwlt.com or 📱Telegram @ERAwlt_support_bot within 30 days of receiving your product.
Provide:Proof of purchase (order number, receipt).A description of the issue with photos or videos, if applicable.If eligible, we will provide return instructions. The product must be returned unused and in its original packaging (unless returning due to a warranty defect).Once we receive and inspect the product, we will confirm approval or rejection of your refund.
Approved refunds will be processed within 14 business days to the original payment method. Shipping fees and customs charges are non-refundable.
5.4. Return Shipping Costs. If a refund is due to a defective product under warranty, we will reimburse reasonable return shipping costs. If the return is for any other reason, the customer is responsible for all return shipping costs.
5.5. Chargebacks & Payment Disputes. If you have concerns about your order, please contact us first. Unauthorized chargebacks or disputes without prior communication may lead to restrictions on future purchases.
6. Limited Warranty
HWLT offers a one-year Limited Manufacturer Warranty on ERA Wallets, covering hardware defects under normal use. Full terms are available in our Limited Warranty Policy.
The warranty does not cover accidental damage, misuse, or loss of digital assets. If the product is repaired under warranty, the warranty period is extended by one (1) year from the repair date.
7. Limitation of Liability
To the fullest extent permitted by law:
HWLT is not liable for indirect, incidental, or consequential damages, including loss of cryptocurrencies, private keys, or access credentials, whether caused by third-party actions, user error, or device misuse, except where caused by gross negligence or willful misconduct;Nothing in these Terms limits our liability for death or personal injury caused by our negligence or where such limitation is prohibited by law.Our total liability shall not exceed the original purchase price of the product.
8. Governing Law and Dispute Resolution
8.1.Governing Law. These Terms shall be governed by and interpreted in accordance with the laws of the United Arab Emirates, unless mandatory consumer protection laws in your country of residence require otherwise.
8.2. Dispute Resolution. If you are dissatisfied with our device or services, please contact our customer support team as a first step via support@hwlt.io.
We strive to resolve disputes amicably. If a resolution cannot be reached through our support team, you may seek mediation or an alternative dispute resolution process. In the UAE, you can refer your complaint to the UAE Ministry of Economy’s Consumer Protection Department (https://www.moec.gov.ae/en/w/consumer-complaints-2).
8.3. Jurisdiction. Unless mandatory consumer protection laws in your country of residence require otherwise, any dispute, controversy, difference, or claim arising out of or relating to these Terms shall be referred to and finally resolved by the competent courts of Dubai, United Arab Emirates.
9. Customer Representations and Responsibilities
You confirm that the information you provide at checkout is accurate and complete.
You agree not to use the products or services for any illegal, fraudulent, or unauthorized purpose, or in any way that violates applicable laws or third-party rights.
You are solely responsible for safeguarding your wallet credentials. HWLT will not be liable for any loss arising from the compromise of your private keys, recovery phrase, or device misuse.
10. Amendments
HWLT reserves the right to modify these Terms at any time. Updated Terms will be posted on the Website with a revised “Effective Date.” Material changes may be communicated by email or on-site notice.
11. Contact Information
If you have any questions about these Terms or your purchase, please contact us at:
📧 Email: support@hwlt.io
📱 Telegram: @ERAwlt_support_bot