Returns and Refunds
Get the item you ordered or your money back.
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You can request a refund or reshipment for ordered products if:
- You do not receive them within the delivery guaranteed time (not including 1-5 days shipping processing).
- You receive the wrong item at shops fault.
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address, not collecting the delivery from the designated delivery point or rejecting delivery).
- Your order does not arrive due to exceptional circumstances outside shops control or other exceptional circumstances (e.g. not cleared by customs, delayed by a natural disaster).
- No refund will be made if the goods are returned physically damaged, marked and or without original packaging.
How to fill refund request:
- Go to “My account”.
- Go to “Orders”.
- Go to “Request refunds”.
- Choose “My money back” or “Credit for future purchase”.
- Choose “Full amount” or “Partial amount”.
- Fill field for refund request reason adding a link with image proof using secured media sharing system (e.g.: screencast.com).
- Click “Send my request”
- Click “OK” on pop up confirmation message.
- Wait for response.
Or feel free to contact us through our support email – [email protected].
Returns within 60 days Guarantee period
We accept returns from all countries. We do not charge any restocking fee for returns. Submit return requests within 60 calendar days from delivery moment. Please contact our support team for the steps and instructions on how to return items. Make a return request by sending a message on our contact page or directly to our email at [email protected].
Return Window might be extended during holidays or during the specific period from December 15 to January 18. Please ensure that all returns are made via mail, following our designated return process. Please ensure that the items being returned are in their original condition and packaging at the time it was delivered to the buyer. Please ensure that returned items are shipped back with tracking number. Please provide tracking number for returned items within requested timeframe to our support team – [email protected].
Customer will be responsible for any associated return fees. Our team reserves the right to refuse returns that do not meet the required conditions. Items returned to us after the guarantee period or without tracking number – cannot be accepted under any circumstances and will be returned to the customer (at the customer’s expense) without a refund. If you are granted a refund, your money will be processed within 14 days and a credit will appear on your credit card or original mode of payment. Please do not send your ordered items back to us unless both sides agreed to do so, please contact us first – [email protected]
Can I cancel an order if I change my mind? If you have a changed mind, you can cancel at any time before your item is dispatched/sent to our delivery partners. Simply contact us and we’ll cancel your order and give you a refund (transaction fees may apply). All orders can be cancelled until they are shipped, tracking number uploaded. Order can be cancelled if item is out of stock with full refund. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started or delivery tracking number provided, it can no longer be cancelled.
Damaged or wrong item
What if the item is damaged when it arrives or you are sent the wrong item? Our team will check your item to make sure if it’s up to our standards before we dispatch it to you, so damage is rare. If you’re not happy with the goods when they arrive with you please contact us. If you only realized after the delivery that you’re unhappy with the quality, or if we’ve sent you the wrong item, just contact us within guarantee period, ideally sending us a couple of photos of the damage or other issues with the product. For video proof or photos upload and share (for server security reasons) please use third party service (e.g.: screencast.com). By making an order with Laptopfrog.com, you hereby agree to abide by the conditions and terms of the above stated policy. Our team will assess your complaint and tell you how to return the item and either give you a full refund or order you a replacement.
Client satisfaction is our #1 priority. For this reason we use similar returns and refunds methods as in e-Bay platform. Please read more about Returns, Refunds, Billing terms and conditions here. For additional questions feel free to contact our customer support.