Refund policy

This policy covers returns, exchanges, and refunds, providing users with a comprehensive understanding of their rights and the procedures involved in purchasing, returning, exchanging, and obtaining refunds.

1. Return & Refund Policy

We offer a 30-day return policy, starting from the date you receive your device. Returns are classified into three categories based on the reason and condition of the device:

1.1 Free Returns

Eligible for free returns, with shipping costs borne by us:

  • Devices with hardware or software issues (including failure to power on, system errors, or bugs).
  • Devices may be used, but must be in perfect condition without any damage or wear.
  • All original accessories must be included (charger, cable, warranty card, user manual, etc.).
  • Photos of the device must be provided to demonstrate device integrity, complete accessories, and original packaging.

1.2 Returns at Customer’s Expense

Returns are allowed at the customer’s expense, applicable in the following cases:

  • Devices without defects or damage, returned for personal reasons (e.g., dislike of appearance or features).
  • Devices may be used, but must be in perfect condition without any damage or wear.
  • All original accessories must be included.
  • Photos must be provided to demonstrate device integrity, complete accessories, and original packaging.

1.3 Non-Returnable Items

The following items are not eligible for return:

  • Devices damaged by user (including physical wear, internal hardware damage, or misuse).
  • Missing or incomplete accessories.
  • Gift cards.

For any questions regarding return eligibility, please contact info@lagenio.com.

Return Process

1. Contact Customer Service: Submit a return request via info@lagenio.com, including photos of the device.

2. Approval and Instructions: Once your return request is approved, we will provide:

  • Free Returns: a prepaid DHL return shipping label from our warehouse (Tamias GmbH).
  • Returns at Customer’s Expense: the return shipping address.

3. Return All Items: The returned package must include all items from the original order, including gifts and accessories.

4. Refund Processing: After we receive and inspect the return, we will process the refund to your original payment method.

  • If items are missing or damaged, the cost of missing items and shipping will be deducted from the refund based on actual value.

EU 14-Day Cooling-Off Period

For orders shipped to the European Union, customers have the right to cancel or return their order for any reason within 14 days of delivery:

  • Devices may be used, but must be kept in perfect condition without damage or wear.
  • All original accessories must be returned in the original packaging.
  • A receipt or proof of purchase is required.
  • Shipping costs: for defective items, shipping is covered by us; for non-defective items, shipping is borne by the customer.

In accordance with EU Directive 2023/2673, we provide a dedicated withdrawal registration page to facilitate your legal right of withdrawal.

Whether you are logged in or not, you may initiate a return and refund request by submitting the required order information through our withdrawal form. No account login is required.

After submitting the form, you will receive a confirmation email acknowledging receipt of your request. We will review your withdrawal request and process it in accordance with applicable return and refund procedures and legal requirements.

Refunds

  • Refunds will be issued to the original payment method after the returned items have been received and inspected, and the return has been approved. The refund will be initiated within 10 business days.
  • Additional time may be required by your bank or credit card provider to complete the refund.
  • If you have not received your refund within 15 business days after approval, please contact info@lagenio.com.

2. Exchange Policy

2.1 Customer-Initiated Exchanges

  • To exchange a device for a different model, color, or version, please first submit a return request.
  • Once the return is approved, place a new order for the desired device.
  • Customers are responsible for all shipping costs related to the exchange.

2.2 Exchanges or Returns Due to Warehouse Error or Device Issues

  • If a device is shipped incorrectly due to a warehouse error, or if the device has a problem (e.g., malfunction or cannot be used), customers are entitled to free exchange.
  • Process:
    1. Contact customer service to submit an exchange request, specifying the issue;
    2. We will provide a prepaid DHL return shipping label from our warehouse (Tamias GmbH);
    3. The customer returns the device using the provided label;
    4. Upon verification, we will promptly ship the correct device or arrange a replacement.

3. Important Notes

  • Please read this policy carefully to ensure all conditions are met before initiating a return or exchange.
  • All returns and exchanges must be approved by customer service.
  • Gifts, bonuses, and accessories must be returned together; otherwise, the cost will be deducted from the refund.
  • Keeping the original packaging and accessories intact helps ensure a smooth return or exchange process.
  • Special Circumstances: For situations not covered by this policy, please contact info@lagenio.com for assistance and resolution.