Sales Terms and Conditions

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.

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.

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.

4.1. 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. We offer free standard shipping on all orders. 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.

5.1. Statutory Withdrawal Rights (EU/UK and other jurisdictions where required)

If you are a consumer located in the EU, the UK, or another jurisdiction that grants you a statutory right to withdraw from a distance contract, you may cancel your order within 14 days of receiving the product (or within such other statutory period that applies in your country).

Process.

You must notify us of your decision to withdraw by contacting our support team at 📧 support@hwlt.io or 📱 Telegram @ERAwlt_support_bot.

Provide proof of purchase (order number, receipt).

We may request photos or videos of the Product to facilitate the process and assess the condition of the Product, but failure to provide such materials will not, by itself, prevent you from exercising a statutory withdrawal right.

You must return the Product in accordance with our return instructions and within the statutory time limits.

Inspection and refund amount.

After we receive the Product, we will perform a visual and technical inspection.

If the Product shows no signs of use beyond what is necessary to establish the nature, characteristics, and functioning of the Product, we will refund the purchase price in full (subject to the rules below on shipping and fees).

If the Product shows handling beyond what is necessary or has damage attributable to the Customer, we will provide a written inspection report and may reduce the refund amount to reflect the diminished value of the Product, to the extent permitted by applicable mandatory consumer law.

Refund timing.

We will process refunds within the timeframe required by applicable mandatory consumer law. We may withhold the refund until we have received the returned Product or evidence that you have sent it back, where permitted by law.

Return shipping and fees.

Unless applicable mandatory consumer law provides otherwise: (i) the Customer is responsible for return shipping costs for withdrawals; and (ii) original shipping fees, customs duties, import taxes, and similar charges are non-refundable.

5.2. Defective Products: Returns, Repair or Replacement (All Consumers)

Warranty / non-conformity claims.

If you believe the Product is defective or not as described, contact 📧 support@hwlt.io or 📱 Telegram @ERAwlt_support_bot with a description of the issue. We may request photos/videos for preliminary diagnostics.

Return process.

Where return is required, the Product must be sent back in accordance with our instructions. Where a Covered Defect is confirmed, we may reimburse reasonable return shipping costs where required by applicable mandatory consumer law or where we expressly agree to do so in writing.

Inspection.

Upon receipt, we will perform a visual and technical inspection and provide an inspection report.

Remedies.

If a defect is confirmed and not caused by the Customer, we will provide an appropriate remedy in accordance with the Limited Warranty and any mandatory consumer law that applies to you (which may include repair, replacement, price reduction, or refund, depending on the jurisdiction and circumstances).

Where a confirmed defect affects only a component or accessory supplied with the Product (including, without limitation, a card), our standard remedy will be to replace the defective component/accessory rather than replacing the entire Product or issuing a refund. This does not limit any mandatory statutory rights you may have under applicable consumer law.

If the Product is found to be fully functional or the issue is caused by misuse, accidental damage, unauthorized modification, tampering, or other excluded causes, we may return the Product to the Customer at the Customer’s expense, unless mandatory law provides otherwise.

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.

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.

8.1.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.

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.

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.