Payment Methods

Payment Methods

Secure payments via: Visa, MasterCard, American Express, Apple Pay, Google Pay, Shop Pay, PayPal.

After Payment

Once your payment is completed, you will receive an order confirmation email containing details such as the product model and order number.
We will process and ship your order within 1–2 business days. Once shipped, a tracking number will be sent to your email so you can monitor the delivery status in real time.

Order Cancellation

Timeframe

Within 48 hours after placing the order

Eligibility

Full-refund cancellation

Cost to Customer

Free (no 5 % processing fee)

How to Request

Email info@lagenio.com with your order number

Note

• If the parcel has already left our warehouse, we cannot intercept it in transit. Please wait until it is delivered, then follow the “Returns & Refunds” procedure below.
• Shipping upgrades (Expedited) are not offered; all orders are shipped via our Standard Service.

Returns & Refunds (30-Day Satisfaction Guarantee)

Scenario

Change of mind / network-band incompatibility / other personal reasons

Quality defect / wrong or missing items

Cost to Customer

Return shipping

Return shipping costs are the responsibility of the customer.

Return Destination

• EU customers: our Germany hub

• US customers: our California hub

• Other regions: please contact us for the nearest facility

Same as above

Additional Notes

Please verify network bands before purchase. Duties & taxes for non-EU returns are the customer’s responsibility.

Photo or video proof required when you email us.

Return Rules

  1. Item must be in original packaging with all accessories.
  2. Handsets returned for personal reasons must be unused and undamaged so they can be resold.

Return Procedure

  1. Within 30 days of delivery, email info@lagenio.com with your order number, reason, and evidence (if defective).
  2. We will reply with the correct warehouse address and, where applicable, a shipping label.
  3. Provide the tracking number and a photo of the parcel after you ship it.
  4. Once our warehouse confirms condition, we will issue a refund to your original payment method (bank processing times may vary).

Return & Refund Policy Details

Return & Refund Policy

Shipping Policy (Standard Service Only)

United States

Fulfilment Location: California warehouse

Courier & ETA*: 5-9 business days

European Union

Fulfilment Location: Germany warehouse:

Courier & ETA*: 4-8 business days

United Kingdom

Fulfilment Location: Ships from HK/China only

Courier & ETA*: 7-12 business days

Other Countries/Regions

Fulfilment Location: HK/China warehouse

Courier & ETA*: Varies by destination

Shipping Policy Details

Shipping Policy

*Estimated delivery times exclude customs delays and public holidays.

Warranty Policy

Within 12 months of purchase, LAGENIO provides free repair or replacement for manufacturing defects on phones bought at shop.lagenio.com.

Not Covered

  1. Damage caused by accidents, misuse, natural disasters, or unauthorised modifications
  2. Normal wear and tear (cosmetics, consumables, protective films)
  3. Damage resulting from failure to follow the user manual

Warranty Service – One Simple Standard

  1. Contact Customer Support – email shop@lagenio.com with a description, photos/videos, and your order number.
  2. Ship to our Service Centre – Customers pay the one-way freight to our certified lab in Germany.
  3. Inspection & Solution – If a quality defect is confirmed, LAGENIO will:
  • repair or provide a refurbished replacement at no cost,
  • cover the return freight to you or reimburse your original outbound shipping.

Warranty Policy Details

Warranty Policy

Optional Extended Protection

Want up to 2 years of coverage? Purchase LAGENIO Care device insurance.
Email info@lagenio.com for pricing and enrolment details.

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