Refund policy

ORDER CANCELLATION

You may cancel an order, or change the delivery address, as long as the order has not yet been packed at our warehouse. Orders are passed to the warehouse shortly after payment is confirmed and normally leave within 1-2 business days, so please contact us as soon as possible by phone, email or LINE with your order number.

Once the order is being packed or has been packed, we can no longer cancel it or change the delivery address, even if the parcel has not left the warehouse yet. From that point the warranty and return terms below apply.

If we confirm the cancellation in time, we refund the full amount, including any shipping you paid, to the original payment method. Refunds usually appear within 5-10 business days, depending on your bank or card issuer.

We may also cancel an order ourselves — for example if an item is out of stock, if a price or description was published in error, if payment is declined, or if we cannot ship to your address. If we cancel an order you have already paid for, we refund it in full.

WARRANTY AND RETURNS

AGENTLE provides a 15-day warranty from the date the parcel is delivered, covering manufacturing defects only.

To submit a claim, contact us within 15 days of delivery and provide your order number, the delivery date, and clear photos or video showing the issue. The product must be returned in its original condition, with all packaging, accessories, tags and complimentary items complete and undamaged.

The warranty does not cover normal wear and tear, accidental damage, misuse, overloading, forced zippers, improper storage or care, exposure to moisture, heat, alcohol or chemicals, or any product that has been used, washed, altered, repaired or modified. Minor variations in colour, texture or material are natural characteristics of the materials and are not considered defects.

If the return is due to our error or a confirmed manufacturing defect, AGENTLE covers return shipping. In all other cases, return shipping is the customer's responsibility.

All claims are subject to inspection and approval by AGENTLE. The appropriate resolution is determined by the confirmed manufacturing defect and the condition of the returned product. Refunds are processed after inspection, typically within 5-10 business days.

This policy does not affect any rights provided under applicable consumer protection laws.