Refund & Return Policy

This Refund & Return Policy applies to products purchased through https://www.lagomel.com (the "Site"), operated by Hong Kong Light Shadow Limited under the Lagomel brand ("Lagomel", "we", "us", or "our"). We are committed to providing a transparent and reliable shopping experience for kitchen and bathroom products. If you are not entirely satisfied with your purchase, please review the policy below before requesting a return, refund, or replacement.

01. Return Policy Summary

The following summary is provided for convenience. The full terms in the sections below apply to all return and refund requests.

02. Eligibility for Returns

You may request a return within 14 days of receiving your item. Return requests submitted after this period may not be accepted, unless applicable consumer protection laws require otherwise.

To be eligible for a return, the item must be unused, uninstalled, undamaged, and returned in its original condition with all original packaging, accessories, manuals, inserts, labels, and proof of purchase. Because many Lagomel products are kitchen or bathroom fixtures, items that have been installed, exposed to water, modified, or used may not be eligible for return for safety, hygiene, resale, and inspection reasons.

03. Return Process

All returns must be authorized in advance. To initiate a return, please contact our customer service team at support@lagomel.com with your order number, the item you wish to return, the reason for return, and photos or videos where applicable.

If your return request is approved, we will provide return instructions and an RMA number. Please ensure that the RMA number is clearly marked on or included with the package. Unauthorized returns, returns sent without an RMA number, or returns sent to an incorrect address may be refused, delayed, or returned to sender.

Do not send products back to the original sender address, package label address, manufacturer, or warehouse address without written return instructions from Lagomel. The appropriate return address may vary depending on the item, destination, and return reason.

04. Return Shipping Costs and Responsibility

Customers are responsible for return shipping costs unless the return is due to our error, such as an incorrect item shipped by us, a verified product defect, or damage that occurred before delivery and is reported within the required timeframe.

Return shipping fees are non-refundable unless the return is due to our error. Any paid original shipping fees, expedited shipping fees, route protection fees, handling fees, or similar service fees are non-refundable unless required by law or unless the return is due to our error. If your order received complimentary shipping, no original shipping fee will be refunded.

You are responsible for ensuring that the returned item is packaged securely. We are not responsible for returned items that are lost, damaged, or delayed in transit. We recommend using a trackable and insured shipping method for return shipments.

05. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at support@lagomel.com. Please include your order number, a description of the issue, clear photos or videos of the product, packaging, shipping label, and any visible damage or missing parts.

We will review the issue and may request additional information to verify the claim. If the issue is confirmed, we may provide replacement parts, a replacement product, a prepaid return label, a refund, or another appropriate resolution depending on the circumstances and applicable law.

Please keep the product and packaging until the claim has been reviewed. Discarding packaging or failing to provide evidence may limit our ability to verify carrier damage, incorrect shipment, missing parts, or product defects.

06. Inspection and Refund Approval

Refunds are issued only after the returned item has been received and inspected. After we receive your return, we will review the item condition, packaging, accessories, proof of purchase, RMA number, and any supporting information. We generally complete inspection within 3–5 business days after receiving the return, although timing may vary during holidays, promotional periods, or high-volume periods.

If the return is approved, the refund will be processed to the original payment method. If the item is not eligible for return, is damaged, used, installed, missing components, or materially different from the approved return request, we may reject the return, deduct reasonable costs where permitted by law, or return the item to you at your expense.

07. Refunds

Once approved, refunds are generally processed within 7–10 business days and returned to your original payment method. The time it takes for funds to appear in your account may vary depending on your bank, card issuer, PayPal, or other payment provider.

Refund eligibility depends on the product condition, return authorization, inspection result, payment status, and applicable consumer protection laws. If your order is canceled before it enters processing or ships, any eligible refund will also be returned to the original payment method.

Import duties, customs fees, taxes, brokerage fees, currency conversion fees, payment provider fees, or bank fees charged by third parties may not be refundable by Lagomel. You may contact your local customs authority, bank, or payment provider for information about whether any third-party charges can be refunded.

08. Order Changes and Cancellations

Orders may be modified or canceled within 12 hours of purchase, provided the order has not entered processing and has not been shipped. Once an order has entered processing or has been shipped, we may be unable to modify or cancel it.

If you need to change or cancel an order, contact us as soon as possible at support@lagomel.com with your order number and requested change. We cannot guarantee that changes or cancellations can be completed after the order is submitted, especially during high-volume periods or when fulfillment has already begun.

09. Exchanges

We do not offer direct exchanges. If you need a different item, finish, size, specification, or model, please request a return for the original product if it is eligible and place a new order for the desired item.

Placing a new order does not guarantee approval of the original return. The original item must still meet the eligibility requirements in this policy.

10. Warranty Claims

This Refund & Return Policy applies to return and refund requests. Product defects that arise after normal use may be covered by our Warranty Policy instead of the standard return process.

Lagomel provides limited warranty coverage for eligible products, including a 3-year limited warranty for the main structure, a 2-year limited warranty for surface finish, and a 1-year limited warranty for functional components and accessories, subject to the terms, exclusions, and claim procedures in our Warranty Policy.

11. Payment Disputes and Chargebacks

If you experience an issue with your order, delivery, product condition, return, or refund, we encourage you to contact us before initiating a chargeback or payment dispute so we can investigate and attempt to resolve the matter promptly.

Starting a chargeback may delay our ability to process a return or refund directly, because the payment provider may place the transaction under review. Nothing in this section limits any rights you may have under applicable law or under the rules of your payment provider.

12. Fraud, Abuse, and Policy Misuse

We reserve the right to refuse returns, refunds, replacements, or future orders if we reasonably believe that a request involves fraud, policy abuse, false claims, tampered evidence, unauthorized reselling, repeated excessive returns, chargeback misuse, or other conduct that violates our Terms of Service or applicable law.

13. Consumer Rights and Regional Protections

This policy is intended to provide clear information about Lagomel’s return and refund process. Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, statutory warranty, cancellation right, withdrawal right, refund right, or other legal right that cannot be excluded, restricted, or modified under the laws applicable to you.

If you are located in the United States, European Union, United Kingdom, Australia, Canada, or another jurisdiction with mandatory consumer protection laws, you may have additional rights depending on your location, product, and circumstances. If any part of this policy conflicts with a non-excludable legal right, the non-excludable legal right will apply to the extent of the conflict.

14. Processing Time and Support

Our customer support team typically responds within 1–2 business days. Response times may be longer during weekends, public holidays, promotional events, or high-volume periods.

Refund processing times may vary depending on inspection status, payment method, bank processing, PayPal processing, card issuer timelines, fraud screening, or payment provider rules. We will notify you by email when your return or refund request has been reviewed.

15. Policy Updates

We may update or modify this Refund & Return Policy from time to time to reflect changes in our products, operations, logistics, payment processing, legal requirements, or customer support procedures. Updated terms will be posted on this page with an updated effective date.

The policy in effect at the time of your purchase will generally apply to that purchase, unless a later policy is more favorable to you or applicable law requires otherwise.

16. Contact Us

If you have any questions about this Refund & Return Policy or need help with a return, refund, damaged item, incorrect item, or warranty-related concern, please contact us: