Returns and refunds
Three situations, three different processes. Identifying yours avoids needless back-and-forth: who pays for return shipping is not the same.
1. Which case is yours?
| Situation | Time limit | Return shipping |
|---|---|---|
| You changed your mind (return policy) | 14 days after delivery | At your expense |
| Defective, damaged or misdescribed product | Warranty period (manufacturer's warranty and your state's implied warranties) | At our expense |
| Error on our part (wrong item, missing item) | No time limit, as soon as noticed | At our expense |
2. Procedure
- Write to [email protected] with your order number and the reason for the return, or use the cancellation and return request form.
- We reply with the return address and, when the cost is on us, a prepaid shipping label to print.
- Pack the product with its accessories and documentation. Use the original packaging if possible; otherwise, equivalent protective packaging.
- Keep the drop-off receipt: it starts the refund clock even if the package has not arrived yet.
3. Refund
The refund is issued within fourteen days after we receive the product or proof that it was shipped, to the original payment method. You receive a confirmation email when the refund is ordered.
An announced refund is an executed refund: we never consider a file closed on the basis of an internal status update alone. The confirmation email is only sent after the actual refund instruction.
4. Condition of the returned product
You may try the product as you would have in a store. A deduction may be made if the device comes back visibly used, scratched, incomplete, or with a user account still linked to it — remember to unlink your account and perform a factory reset before sending anything back.
Back up your data before returning a device: we cannot restore it, and a repaired or replaced device comes back without its contents.