Refund policy

Free returns

We have a 60-day free returns policy. This means that after receiving your item, you have 60 days to return it for a refund and the shipping is on us.

To be eligible for a return, your item must be new, unused and in the same condition that you received it, with its original packaging, accessories, labels and documentation. If a product bundle has been purchased, it must be returned in a complete set, with all of its components.

 

Returning a defective item

In case you receive a product with defects, there’s no need to return the entire item. We provide free replacements or parts, which solves the problem in no time. In case you have a defective item, please check our warranty policy or get support.

However, if you prefer to return the entire order and get a full refund, just fill out the return form.

 

Starting the return

The first step is to fill out our return form. You will need your order number, which you can find in your order confirmation email. You also need to provide the email originally used in the order.

After we receive your request, we will get back to you for details and send you the shipping labels.

 

Preparation

Please make sure that item is in the original packaging, with all accessories and documentation, in a new, unused, and re-saleable condition. Before pickup, you will have to seal the open boxes, print and attach the shipping labels, and cover or remove any old labels.

 

Shipping

We offer collection by DHL, UPS, DPD, and GLS. Courier may vary depending on the product and your location.

For some couriers, you may choose a preferred pickup date and time.

We will book and send you the shipping label via e-mail.

 

Cost

The pick-up and shipping of the returned item are managed and paid for by us, so there are no costs for you.

 

Getting a refund

Usually, it takes up to 3-5 business days for us to receive and inspect the returned items. Once your return is received and inspected, we will send 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 you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5 business days.

 

Partial refunds

There are certain situations where only partial refunds are granted: products with obvious signs of use or if the item is not in its original condition, is damaged or there are missing parts, for reasons not due to our error. If this is the case, we will be able to refund up to 80% of the acquisition cost subject to preliminary assessment and considering the condition of the returned product.

 

Cancelling an order

An order can be cancelled if it hasn't entered processing yet. After receiving the shipping confirmation e-mail, cancellation is no longer possible, and you would need to submit a return.

 

Exchanging a product

If you wish to exchange the product for a different one, you will have to return your existing item and place a separate order for the new product.

 

Questions?

In case you have questions, please contact us by email at help@tagu.eu or get in touch by chat.