Return Policy

Scope of Application

This return policy only applies to all children's watches purchased through the watch.lagenio.com official mall.


Return and Exchange Time Limit

● EU 14-day cooling-off period

Notwithstanding the above, if the item is being shipped to the European Union, you have the right to cancel or return the order for any reason within 14 days without giving any reason. As stated above, your item must be in the condition in which it was received, unworn or unused, with tags and in its original packaging. You will also need to provide a receipt or proof of purchase.

● LAGENIO has a 30-day return policy, which means that you have 30 days from the date of receipt of your item to request a return or exchange.


Returns and exchanges are only valid for 30 days from the date the order was signed for. Your item must be in the same condition it was received, unworn or unused, with tags, and in its original packaging. You will also need to provide a receipt or proof of purchase. If an order is returned incomplete, damaged or missing, a compensation fee of up to €50 will be charged (deducted from the refund amount) 


!!!! The product will be refunded if the product is returned privately and the order has not been reviewed and agreed to by the after-sales customer service for refund or exchange.


● Overdue problems: quality problems beyond 15 days but within the warranty period, in accordance with the warranty policy.


Return and exchange conditions

Returned or exchanged goods must meet the following conditions: 
✔️ The goods are unused and undamaged 
✔️ The packaging is intact, including all accessories and manuals 
✔️ Provide a valid order number and proof of purchase 
 ✔️ Inhuman damage or modification 


The following conditions will not be returned or exchanged:
❌ The product packaging, accessories, manuals, etc. are missing;
❌ Damage caused by abnormal use (e.g. water ingress, dropping, dismantling, etc.);
❌ Exceeding the time limit for return and exchange.

Return/Return Procedure

  1.  Submit the Return/Replacement Request form. 
  2. Send back the goods through the audit: Please send the goods back to the designated address provided by the customer service and retain the logistics voucher. 
  3. Receiving completed processing: receive the goods and confirm that they meet the conditions; complete the refund or reshipment.


Shipping costs

  • Returns and exchanges caused by quality problems: LAGENIO will bear the shipping costs.
  • In addition to the quality of the return (such as do not like, buy the wrong, etc.): the customer to bear the shipping costs.


Refund instructions

  • After the audit, the refund will be returned within 3-7 working days;
  • The actual arrival time depends on the bank or payment platform processing speed.


Contact us

  • Customer Service Email: watch@lagenio.com
  • Customer service telephone: +852 56438341
  • Working hours: weekdays 9:00 - 18:30 (holidays postponed) 

If you have more questions, please feel free to contact us, we will be happy to provide you with quality after-sales service.