Order Cancellation & Pre-Orders

You can cancel a pre-order or any unshipped order at any time before the device ships, for a full refund to your original payment method. Email info@mastnode.com with your order number.

14-Day Right of Withdrawal (Distance Sales)

If you are a consumer, you may withdraw from your purchase within 14 days of receiving the device, without giving a reason, provided the device has not been onboarded to the MastChain network and is returned complete, undamaged and in its original packaging. Return shipping costs are borne by the customer. The refund is issued within 14 days of the returned device passing inspection.

Important: Devices Cannot Be Returned After Onboarding

MastNode contains a hardware secure element (cryptographic chip). When you onboard the device to the MastChain network, this chip is permanently and irreversibly paired to your operator account. It cannot be re-provisioned, reset or transferred to another user, which means an onboarded device cannot be restocked or resold.

For this reason, onboarded (activated) devices cannot be returned, refunded or exchanged, except for statutory warranty claims for defective products. By onboarding the device you acknowledge that the device is placed into use and that its resale value is fully diminished; any withdrawal claim for an onboarded device may be reduced accordingly, up to the full price of the device, to the extent permitted by applicable law.

Dead on Arrival (DOA) & Warranty

If your device arrives damaged or does not power on, contact us at info@mastnode.com within 7 days of delivery. Verified DOA units are repaired or replaced free of charge, including shipping. Defective devices remain covered by the applicable statutory warranty for your country; warranty service is provided as repair or replacement of the device.

Non-Returnable Situations

• Devices onboarded to the MastChain network (see above)
• Devices physically damaged by improper installation, modification, water ingress or use outside the published specifications
• Return shipments without a prior return authorization from info@mastnode.com

Token Rewards Disclaimer

$MAST and $ONO rewards depend on network conditions, coverage and token market conditions, and are not guaranteed. Reward expectations are not grounds for return of a functioning device.

Nothing in this policy limits your mandatory statutory rights as a consumer. To start any cancellation or return, email info@mastnode.com with your order number.