Return Policy

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At Ensure eSign Solutions, we are committed to providing genuine products and reliable Digital Signature Certificate (DSC) services. This Return Policy explains when physical products can be returned and the conditions under which Digital Signature Certificates can or cannot be changed.

USB Crypto Token Returns

We accept returns only for physical USB Crypto Tokens under the following circumstances:

The USB Token is received damaged during transit.
The USB Token is physically defective upon delivery.
The wrong USB Token has been delivered.

To request a return, customers must notify us within 48 hours of delivery by contacting our support team and providing:

Order Number
Photographs or video showing the damage or defect
A brief description of the issue

After verification, we will arrange for the return pickup (where available) or provide return instructions.

Once the returned USB Token is received and inspected, a replacement USB Token will be dispatched at no additional cost.

Conditions for Return

The returned USB Token must:

Be returned with all original packaging and accessories.
Not be physically damaged due to misuse, negligence, liquid damage, or unauthorized modification.
Be securely packed for return shipment.

Returns may be refused if the product is found to be damaged due to improper handling after delivery.

Digital Signature Certificates (DSCs)

Digital Signature Certificates are personalized digital certificates issued only after successful identity verification and approval by a licensed Certifying Authority.

Because every certificate is uniquely generated for a specific individual or organization, Digital Signature Certificates cannot be returned or exchanged once the certificate has been downloaded or issued.

Once the DSC has been downloaded:

No return is possible.
No change of certificate type is possible (for example, changing from Sign Only to Sign + Encryption).
No correction or modification of certificate details can be made.
No replacement certificate can be issued without following the applicable re-issuance process and charges prescribed by the Certifying Authority.

Customers are therefore advised to carefully verify all submitted information before completing the verification process.