Refund Policy

Return and Refund Policy

We are committed to providing you with high-quality products and a satisfying shopping experience. Our return policy is valid for 30 days. If you received your order more than 30 days ago, we regret that we cannot offer a refund or exchange.

Returned products must be unused and in the same condition as when you received them. Products must be in their original packaging. Before returning any item, please contact our customer service at support@aegisxs.com and carefully read the policy below.

1. Order Cancellation
If your order has been paid for but has not yet been processed for shipment, you may request to cancel it. Transaction fees from the platform or payment channel will be deducted from your refund. Please contact our customer service team promptly.
Once the order is in the shipping process or has been dispatched, cancellation is not possible. If you still wish to return the item, please follow the return procedure.

2. What if the Product Arrives Damaged or Shows as Delivered but Not Received?
Packages may be delivered to your door or signed for by a neighbor. We recommend checking with neighbors first.
You may also use your tracking number to contact the courier. If possible, inspect the package and provide any supporting photos or documentation to help us resolve the issue.
In rare cases, rough handling by the courier may cause physical damage or loss. If this happens:

• If possible, report the issue to the delivery representative before signing. They will guide you through the complaint process.

• If already signed, take photos of the damage and file a complaint with the local courier office. Compensation may be available according to the courier’s policy.

• After confirmation, contact our customer service team with your order number, full description, and photos. We will liaise with the courier. If the courier compensates us, we will refund you the amount.
  Note: Each courier has its own compensation policies.

3. Return Policy
To qualify for our return policy, please ensure:

• The item remains clean, undamaged, and in a resalable condition.

• If the item shows signs of use beyond reasonable inspection (e.g., visible wear, scratches, or protective film removed), we reserve the right to refuse the return or issue a partial refund. This assessment is at our sole discretion.

• The returned product is in its original state, unopened and unused.

• If you notice any defects, damage, or discrepancies from the description in your return request, you may provide photos to support your claim.

You can submit a return request to our customer service team within 30 calendar days from the date of receipt using the provided contact methods. After submitting your request, our team will review whether the return qualifies.

Special Notes on Sealed Packaging
Some products are sold in sealed packaging and are subject to Article 16(e) of EU Directive 2011/83/EU on consumer protection.
For hygiene or health protection reasons, these products cannot be returned once opened.
However, if you still wish to return such items, we may assist you, but partial charges may apply depending on the circumstances.
Please note: if a product has had direct contact with skin, it cannot be resold for hygiene reasons and must be destroyed and replaced after return. This EU-based policy ensures the safest and most hygienic shopping experience for our customers.

Data Removal for Smartwatches
Before returning any smartwatch, customers are responsible for deleting all personal data, including but not limited to:

• Health and fitness data

• Photos, messages, or contacts

• Linked accounts or login information

• Any paired mobile devices or applications
  To comply with data protection regulations (including GDPR), devices must be restored to factory settings before returning. Failure to do so may result in processing delays or the product being returned to you. Aegis is not responsible for any personal data left on returned products.

4. Shipping Costs
Return shipping costs will be covered by us in the following cases:

• The product has quality issues;

• The wrong product was sent.
  Customers must provide photos or videos as evidence and send them to support@aegisxs.com. Once verified, we will guide you through the return process and provide compensation for shipping costs.

If the return is for the following reasons, the customer must cover the shipping costs:

• Personal reasons (e.g., dislike, wrong size, wrong order, not as expected);

• Incorrect address, refusal, or failure to pick up the package.
  Note: If the return package is not sent via a trackable method, or if improper packaging causes damage or loss of the product, we cannot take responsibility, and the refund will not be processed.

How to Pack Your Return
Place the item in its original packaging, then inside a shipping box. Use foam or bubble wrap to fill any empty spaces and prevent damage during transit.
Items damaged due to improper packaging will not be refunded.

5. Return Address
Before returning, email support@aegisxs.com, state the reason for the return, and obtain authorization, detailed return instructions, and your local return address. Do not return items without contacting us. Unauthorized returns will be refused, and no refund will be processed.
Note: The return address may differ from the address on the package label.

Our standard return address (to be used only if a local address cannot be provided) is:
Recipient: PATAC GMBH-LY-FXGJ
Address: Halskestraße 22-26 Halle A4+A5
City: Ratingen
State/Region: NRW
Postal Code: 40880
Country: Germany

For returns due to personal reasons, any associated shipping costs or customs clearance fees are the customer's responsibility. We do not accept cash-on-delivery packages. Shipping costs are non-refundable. If a replacement package is returned, delayed, or lost due to customer error, we cannot take responsibility and will not issue a refund.
Delivery times for returns may vary depending on your location.
We recommend using a trackable shipping service and purchasing shipping insurance. We do not guarantee receipt of returned products.

6. Refund Process

Only after we receive the returned item will we process the refund as follows:

Inspection & Approval: We will initiate the refund review after receiving and inspecting the returned item. This process typically takes 5–7 business days.

Refund Issuance: Once approved, the refund will be issued to your original payment method (e.g., credit card, PayPal, Klarna, etc.).

Time to Receive Funds: After the refund is issued, the time it takes for the funds to appear in your account depends on the processing speed of your bank or payment platform and may be subject to delays.

Refund Amount Details
Full Refund: You will receive a full refund of the item's purchase price if the returned product meets all the requirements of the Return Policy (e.g., remains new, undamaged, with all accessories).
Potential Deductions: The refund amount may be partially deducted in the following cases:

• Product Depreciation: If the item shows signs of use, damage, stains, or missing accessories, we will assess depreciation and deduct corresponding fees.

• Non-refundable Shipping: The original shipping cost for the order is non-refundable.

• Processing Fees: We may charge a restocking fee for returns not caused by product quality issues.

• Customer Liable Fees: All related shipping and handling costs will be borne by the customer for returns resulting from an incorrect address provided by the customer, unwarranted refusal of the package, or failure to pick it up promptly.

What to Do If You Haven't Received Your Refund
If you have not received your refund within a reasonable timeframe, please follow these steps in order:

1. Check Your Account: First, check the balance of your payment account or bank statement.

2. Contact Your Payment Provider: If it's not showing, contact your card issuer or payment platform (e.g., your credit card company, PayPal support) directly for confirmation.

3. Contact Us: If the above steps do not resolve the issue, please email support@aegisxs.com with your order number, and our customer service team will assist you in following up.

7. Warranty Policy

How long is the Aegis warranty coverage?
All original components of new products are covered by a one-year warranty from the date of delivery. Claims under this warranty must be submitted directly to Aegis with proof of purchase. If the damage is caused by a manufacturing defect, Aegis will provide repair, replacement, or a refund.
To save our customers time and costs, we specifically offer a Replacement-Only Service: If damage is caused by a manufacturing defect and occurs beyond the 30-day return/exchange period but within the one-year warranty period, you only need to pay for shipping once, and we will send you a brand new replacement package.

The warranty does not cover:

• Improper or negligent use, operation, or modification.

• Maintenance contrary to product instructions.

• Normal wear and tear.

• All rechargeable batteries are consumables, and their capacity and performance decrease over time. Battery replacement is not covered under the standard warranty.

• Damage or defects caused by accidents.

For any questions, please contact support@aegisxs.com. We are wholeheartedly here to serve you.