Okay new update on my situation - they have refunded me back officially. Take what you want from my experience but it took PayPal dispute and this thread in order to sort out the problem. I wouldn't say that they are totally a scam company now, but they aren't as easy going as one might think. Overall a mixed experience. I guess if you only commit to order their product and not return it - everything will go well and as expected.

Dude, your ,,much worse experience" than mine doesn't mean that we as customers, citizens, people - should be accepting this behavior from the companies, let alone normalize it as you're trying to do! The path to a progress in society as a whole is to improve inefficiency and neglectcy and not encourage it/be okay with it. If you don't expect high standards from these companies, why should they even try to improve after reading your comment? I am at my right to change my mind and return a product and this could be due to various of reasons and neither of them being that I could be a baby. With such conclusions you don't seem like a person that holds much self-respect in himself. Don't mean to offend you as you did to me, but to make you think on which side of the fence are you. Or maybe you do work for a hardware wallet company (in secret...) ?

I still think anybody who finds himself in my situation will be as disappointed as I am. I don't think there is any excuse in using Amazon or the logistics company's issues to whitewash Keystone behavior. It is their choice to work with them - not mine. It is also their policy on their website to accept returns and follow the EU law. I as a customer can change my mind as much as I want and cannot accept excuses that somebody else is making mistakes be it Amazon, be it logistics company, be it Keystone. And as I said it's been more than a month already since I have returned the item untouched. I have waited patiently and without drama for more than a month, but from now on I feel like I am being made into a fool. Not to mention Keystone are actually expecting me (by their own words, written by email to me) to contact the logistics company and Amazon to solve the issue - is this fair? Who's job is it to solve this?

Keystone are a scam company. I had ordered Keystone Essential during their blackfriday promo period and then decided that I better get the Pro and contacted them in order to return the package (keeping in mind the package was still in transit). They advised me to tell the shipping company that I am "rejecting" the package and to ask them to return to seller - so I did. Do you know what happened? Exactly 1 month later and I neither have a Keystone or my money. The package was returned to them and I have provided them with the return tracking code but they claim that they cannot locate the package inside their big Amazon warehouse and they're waiting for confirmation or something. It is 1 month and they are hoping that I give up or my PayPal buyer protection expires. I am inside European Union and will take this to the end for their deliberate incompetence. Now they are claiming to PayPal that I should have used their "return label process" when in reality they have advised me to just reject it lol. Stay away from this company - marketing is good and the product seems good but the way I have been treated shows what kind of company is this in reality. If you have interest I can provide our communication with email and with PayPal.