Returns and Refunds Policy

Preamble:

LANOXIE offers a 30-day Satisfaction or Your Money Back Guarantee. If you are not completely satisfied with your LANOXIE product, you can return it within 30 days of receiving your order.

After this 30-day period, unfortunately, we will not be able to offer you a refund or exchange.

Important note: In case of a return due to a change of mind, a $15 return fee will be deducted from the refunded amount. If the product is defective or damaged, no fee will apply.

Eligibility conditions differ if your item is defective or damaged upon receipt, in which case, please follow the procedure outlined in the exchange section (below).

IMPORTANT: All refunds can only be processed if the request is made via email to hello@lanoxie.com. Requests made through other channels cannot be processed.

Section 1 - Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain period of time.

Section 2 - Non-Delivery Cases:

In case of non-delivery of your order, you must follow the procedure below:

• Carrier certification: The customer must provide official certification from the carrier confirming the non-delivery of the package.
• Sworn statement: If the customer cannot obtain carrier certification, they must complete a sworn statement with all the legal obligations this entails.
• Refusal to declare: In case of refusal to complete the sworn statement, LANOXIE reserves the right to refuse the refund.

Important note: A false sworn statement constitutes a criminal offense subject to legal action.

Section 3 - Late or Missing Refunds (if applicable):

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at hello@lanoxie.com.

Section 4 - Sale Items (if applicable):

Only regular priced items may be refunded; unfortunately, sale items cannot be refunded.

Section 5 - Exchanges (if applicable):

We only replace items if they are defective and/or damaged. If you need to exchange it for the same item, send us an email at hello@lanoxie.com.

Section 6 - Shipping:

To return your product, you must contact us at hello@lanoxie.com.

Return costs:

• In case of a return due to a change of mind (within the framework of the Satisfaction or Your Money Back Guarantee), a $15 return fee will be deducted from the refund amount.
• If the product is defective or damaged upon receipt, return costs are borne by LANOXIE, and no amount will be deducted.
• Initial shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary (10 to 15 business days).

If you are shipping an item over $55, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Return and Refund Conditions

Eligibility for Return:

• The product must be returned within 30 days of the delivery date (Satisfaction or Your Money Back Guarantee).
• The product must be in its original packaging and include all accessories, manuals, and documents.
• The product must be free from physical damage or signs of misuse.
• The product must have been used in accordance with the instructions in the user manual.
• The product must not have been modified in any way.
• The product must be returned with the original proof of purchase.
• The product must be properly cleaned and disinfected before return.
• Reason for Return: Returns must be based on valid reasons, such as manufacturing defects or malfunctions. Returns for reasons without functional defect justification will not be accepted.
• Remote Inspection: Before sending a product for physical inspection, an initial remote inspection is performed. This stage allows for assessment and diagnosis of reported issues through visual or video evidence provided by the customer.

Return Process:

• Initial Steps: Before initiating a return, contact our customer service at hello@lanoxie.com to obtain a Return Authorization (RA) number. Returns without an RA number will not be accepted.
• Form Submission: Complete the return form provided by our customer service team, detailing the reason for the return and confirming that all return conditions are met.
• Shipping: Customers are responsible for return shipping costs. The product must be shipped using a trackable shipping method to ensure it reaches us.

Inspection and Refund:

• Upon receipt of the returned product, an independent inspection company will assess the product to ensure it meets all return conditions.
• Inspection Fees: If the product is not deemed defective and is returned for reasons other than damage or malfunction, inspection and processing fees of $27 will be deducted from the refund.
• Return Fees: In case of a return due to a change of mind, $15 will be deducted from the refunded amount. If the product is defective, no return fees will apply.
• Refund Issuance: If the product is eligible for a refund, it will be processed within 14 business days of receipt of the returned item. Refunds will be issued via the original payment method, less any applicable charges.

Non-Refundable Situations:

• Products returned without an RA number.
• Products with signs of physical damage or misuse.
• Products returned more than 30 days after delivery.
• Products returned without completing the return form and confirming the return conditions.
• Products not used according to the user manual.
• Products modified or altered in any way.
• Returns for reasons without functional defect justification after initial inspection.
• Refund requests not made via email to hello@lanoxie.com.
• Non-deliveries without carrier certification or a valid sworn statement.
• Refusal to provide a sworn statement when carrier certification cannot be obtained.

Exceptions and Exclusions:

• Promotional or sale items may have different return policies, which will be communicated at the time of purchase.
• This policy does not cover accidental damage, cosmetic damage, or damage resulting from unauthorized modifications.

Contact Us:

For any additional questions or assistance regarding returns and refunds, please contact our customer service team exclusively at: hello@lanoxie.com