NANO warranty, returns, and refunds
Who handles your NANO order, how returns and warranty claims work via the official reseller, and what to check before you send anything back.
in this article
Your NANO purchase, shipping, returns, and warranty are handled by FreshMiners, the official reseller, not by YOM directly. This page tells you where to go for what, so your request lands in the right place the first time.
who handles what
- Order status, shipping, returns, refunds, warranty: FreshMiners. Reach them at info@freshminers.com or +31 (0)35 2003088, with your order number at hand. Once your order ships you receive a track & trace email.
- Getting the NANO working (boot, BIOS, claiming, sessions): YOM support. Start with Setting up your NANO and the troubleshooting section, or ask in Discord.
before you request a return
Most “dead on arrival” reports turn out to be a BIOS boot-order setting, not faulty hardware. Save yourself the shipping time:
- Work through The BIOS can’t find my NANO. The six causes there cover nearly every report we see.
- Try the NANO in a second machine if you have one. If it boots there, the issue is the first machine’s BIOS settings, not the device.
- If it still does not show up anywhere, contact FreshMiners with your order number and a short description of what you tried. That speeds up the claim considerably.
returns and cooling-off
- FreshMiners’ process: contact them in writing first (info@freshminers.com) describing the problem. If you agree together that the product does not work as expected, you can return it.
- If you are a consumer in the EU, statutory distance-selling rules give you a legal cooling-off period for online purchases. Those rights sit on top of any reseller policy.
- Ordering from outside the EU? Shipping is DAP (Delivered At Place): import duties, taxes, and customs fees are not in the checkout price and are billed to you on delivery. Factor that in before ordering, and know that it is not refundable as part of a product return.
- Keep the original packaging until you are sure the device is staying. Returns without packaging are a common source of friction.
warranty claims after the return window
Hardware faults that show up later (the device stops being detected, storage errors) go through FreshMiners as warranty claims. Include:
- Your order number and purchase date
- What fails, and what you already tried from the troubleshooting guides
- A photo or short clip of the failure if it is visible on screen
Send it to info@freshminers.com; describing the issue in writing is explicitly the first step they ask for.
one thing YOM can check from our side
If your NANO boots but will not claim or stay online, that is usually network-side, not hardware. Before assuming a defect, run through My node won’t come online or ask in Discord; the community and team can often see what is wrong from the node’s telemetry.