Return and Refund
Shipping and Handling is the sole responsibility of the buyer.- If you need to return/refund a product, the product must be returned intact as was received by the buyer, including the package box and all spare parts inside. And you must provide the receipt of your purchase to prove the purchasing date.
- Refund and Warranty are all based on the date of receipt, that is, the day you purchased the product.
- Within 30 days from the date of receipt, if the product does have product quality defects, you can enjoy the service of returning or replacing it for free upon a professional test from COTX support team. The shipping cost from the buyer's location to COTX Store warehouse should all be paid by the buyer.
- After 30 days from the date of receipt, we won't accept return/refund requests.
- The refund would be paid to the customer in the way the customer paid to COTX, i.e., credit card payment users would receive the refund in their bank accounts; crypto payment users will receive the cryptocurrency in their wallets.
The time to receive the refund depends only on the banking system and blockchain process; usually, COTX needs 3-4 business days to process the refund, which does not include bank/blockchain processing time.
- Gift Cards and discounted (sale) items are non-returnable and not refundable.
- If you are unsatisfied with your purchase from the COTX company for any reason, you have 30 days from the date of purchase to request a refund. If 30 days have gone by since your purchase, we can't offer you a refund or exchange.
- If you want to return a product, you must issue a return request to the COTX customer service team within 30 days of your purchase date. To request a return, please get in touch with us through the Discord forum, COTX community (https://discord.com/invite/s8NAKj7Vfx), #make-a-ticket channel. We require a receipt or proof of purchase.
- You must return the Product to Shenzhen, China, COTX warehouse to receive a refund. Returned product (s) must be in good physical condition (not physically broken or damaged). You must include all accessories originally included with your purchase in your return. The return authorization number must be included along with your returned product. Only when the COTX warehouse receives your mail of the product will we arrange a refund.
- Shipping and handling charges, gift wrap fees, and taxes paid (such as state, customs, or VAT) are not refundable.
- If you return the product to COTX company warehouse (a) without a return authorization from COTX company or (b) without all parts and accessories originally included with your purchase or (c) physically broken or damaged, or (d) more than 30 days after purchase, COTX company retains the right to either refuse acceptance of such return or charge you a restocking fee of 15% of the original price of the product (s) or the retail value of the missing parts and accessories, whichever is higher.
Return address of the COTX Company :
Receiver: ShenZhen Office, COTX Networks Technologies Co. Ltd.,
Address: Room 601, Building B, Duocai High-Tech Park, Longhua District, Shenzhen City, China
post code: 518110
- We only replace items if they are defective or damaged and within the warranty. If you need to exchange it for the same thing, please contact our customer service team in the Discord forum, COTX community, with proof of purchase and the reason for the exchange request.
- If you purchased a Helium Hotspot that was onboarded on the Helium network before you returned it to COTX, then COTX will need to deduct a $50 Helium network onboarding fee when processing your device for a refund, which is a requirement for Helium network devices.
The warranty period is 1 year after the product is purchased. The warranty period is calculated based on the product purchase date. That is, the date shown on the purchase invoice.
Our warranty does not cover COTX products if they are damaged during use due to failure to follow CTOX product manual instructions.
For special reasons, to faster the device repair, the customer under COTX Customer Service team directly instructed can reset the device or change the device. COTX will still grant a warranty if the device is within one year warranty period. But if the customer changes the COTX device without the COTX Customer Service team's direct instruction, that device won't be covered by the COTX warranty service once the customer makes the change.
COTX product receives free online upgrade (OTA) service even warranty expired, online upgrade service includes:
- hotspot firmware
- miner image
- COTX Hotspot management tool
- COTX Cell phone App
Limited Product Warranty: Your COTX-branded device and accessories shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase. COTX provides a 1-year warranty on its products based on the date of the customer's purchase invoice, and COTX also complies with certain national and regional laws regarding product warranties.
Exclusions and limitations: COTX Company does not warrant that the operation of the product will be uninterrupted or error-free. This Limited Product Warranty does not cover software embedded in any Product (i.e., software from an open community) and related services provided by the COTX Company.
This Limited Product Warranty applies only to the original purchaser of the product purchased from an authorized reseller or sales channel and manufactured by or for COTX Company that can be identified by an authorized "COTX" trademark, trade name, or logo affixed to it. Without limiting the foregoing, the Limited Product Warranty does not apply to any (a) non-COTX products, even if included or sold with a Product, including, without limitation, any counterfeit products, (b) products that are, or COTX Company reasonably believes to be, stolen, (c) consumables (such as batteries), or (d) software, even if packaged or sold with the product or embedded in the product.
This warranty does not apply to a Product or part of a Product that has been serviced, altered, refurbished, or modified by anyone whom COTX Company does not authorize, nor does it apply to any cosmetic damage such as scratches and dents. In addition, this Limited Product Warranty does not apply to damage or defects caused by (a) use with non-COTX products; (b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes; (c) normal wear and tear or aging of the product such as discoloration or stretching; or (d) operating the product (i) outside the permitted or intended uses described by COTX Company (ii), not following instructions provided by COTX Company or (iii) with improper voltage or power supply.
This warranty does not apply (a) to Products you purchase from unauthorized resellers; (b) Products you purchase second-hand (regardless of whether the product is sold "new" or "used"); (c) where the instructions for use and activation of the product are not complied with; (d) where the product is modified with third-party components; (e) where the warranty claim arises from use of incompatible or unauthorized third-party components; (f) where the product is damaged as a result of abuse, accident, unauthorized modification or other causes beyond our reasonable control; or (g) to ordinary wear and tear resulting from use of the Products, including (with respect to the Tab) ordinary loss of battery charge capacity over time. For clarity, this warranty only covers the COTX Hotspot hardware itself, and does not cover any software, other hardware, tokens, products or services Helium may provide.
We may change our Store Policies irregularly to comply with the laws, regulations, and Helium/DeWi requirements. And COTX won't notify a customer about these changes, and the customer must check COTX websites by themselves.
Limitation of damages
EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, COTX COMPANY SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOSS OF PROFITS, REVENUE OR DATA, RESULTING FROM ANY BREACH OF EXPRESS OR IMPLIED WARRANTY OR CONDITION OR UNDER ANY OTHER LEGAL THEORY, EVEN IF COTX COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental or consequential damages, so the above limitation or exclusion may not apply to you.