Returns & Refunds
Policy.
Information about withdrawing from an order, returning products, requesting refunds and reporting products that arrive damaged or do not conform to the contract.
Draft version — not yet approved for publication
01. Overview
We aim to make the returns process clear and straightforward. This policy explains the general process for requests concerning purchases from the AGEM LABS online store.
Different legal rules may apply to consumers and business customers. Nothing in this policy removes rights that customers have under mandatory applicable law.
02. Right of withdrawal
Where applicable consumer law grants a right of withdrawal for distance purchases, a consumer generally has 14 days from receiving the goods to notify the seller that they wish to withdraw from the contract without giving a reason, subject to applicable legal exceptions.
For orders containing several items delivered separately, the statutory period may begin when the final item is received, depending on the circumstances and applicable law.
This right is distinct from rights relating to defective or non-conforming goods.
03. How to request a return
To notify us of withdrawal or ask about a return, use our Contact page. A clear statement that you wish to withdraw is sufficient where the statutory right applies. You may include:
- Your order number and the name used for the order.
- The product or products concerned.
- A contact email address for our response.
- For a damaged or incorrect item, a brief description and relevant photos, if available.
Before publication: Add the seller's direct email and postal contact details here, and provide the required model withdrawal form where applicable.
04. Returning goods
Where a valid statutory withdrawal is exercised, consumers generally must send the goods back within 14 days after notifying the seller, unless the seller has agreed to collect them or different mandatory rules apply.
The return address and practical packing instructions will be provided by the seller. Please package items securely to prevent damage during transit.
Responsibility for the direct cost of returning goods depends on applicable law and the information provided to the consumer before purchase. Customers will not be charged costs that the seller is legally required to bear.
05. Refunds
Where withdrawal is valid, the seller will reimburse the amounts required by applicable law, including qualifying standard outbound delivery charges, generally within 14 days of being informed of the withdrawal.
Where legally permitted, reimbursement may be withheld until the returned goods have been received or the consumer provides evidence of having sent them back, whichever occurs first.
Refunds will normally use the original payment method unless another method is expressly agreed and does not impose an unlawful fee on the consumer. For bank-transfer payments, necessary account details may be requested securely.
06. Exceptions and product condition
Statutory exceptions to the right of withdrawal apply only where their legal conditions are satisfied. The fact that a product is described as a research material, or that its packaging has been opened, does not automatically remove a consumer's withdrawal rights.
For example, a statutory exception for certain sealed goods unsuitable for return for health-protection or hygiene reasons after unsealing may apply only when all relevant requirements are met. Any applicable exception must be communicated clearly before purchase.
Consumers may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of goods, to the extent allowed by law.
07. Damaged, missing or incorrect items
If an order arrives damaged, incomplete or with an incorrect product, please contact us through the Contact page and provide the order details and a description of the issue.
Photographs of the outer packaging and affected items may help us investigate the problem, but requests will be assessed in accordance with applicable legal rights. Please retain relevant packaging where reasonably possible.
08. Complaints and statutory rights
Customers retain their mandatory legal rights where goods are defective or do not conform to the contract. Available remedies, time limits and the handling of complaints depend on the applicable law.
This policy does not restrict any mandatory rights to repair, replacement, price reduction, termination of contract or other legal remedies where applicable.
09. Contact and seller details
For return requests or questions, visit Contact AGEM LABS.
Seller legal name: [TO BE COMPLETED]
Registered address: [TO BE COMPLETED]
Returns address: [TO BE COMPLETED]
Customer service email: [TO BE COMPLETED]
These details must be completed before this policy is published for customer use.