Refund policy

Last updated: August 21, 2026

This policy applies to all orders placed at agen.com and fulfilled by Agen Com Pte. Ltd. ("Agen", "we", "us"). Delivery and shipping charges are covered by our Shipping Policy; manufacturing defects are covered by our Warranty Policy.

1. Return windows

What you bought	You may return it within	Condition required
Agen Robot	30 days of delivery	Like-new, complete, all accessories and packaging
Agen Band and wearables	30 days of delivery	Like-new, complete, all accessories and packaging
Accessories	30 days of delivery	Like-new, complete, all accessories and packaging
Supplements	14 days of delivery	Sealed and unopened, original packaging

"Like-new" means the device is undamaged, fully functional, and shows no more wear than a reasonable inspection would cause. Supplements are food products: for health and safety reasons we cannot accept a pack once its seal is broken, and we cannot resell it.

2. How to return an item

Email support@agen.com with your order number and what you would like to return.
We reply with a Return Merchandise Authorisation (RMA) number and the correct return address for your region.
Pack the item securely, in its original packaging, with the RMA number visible on or inside the parcel.
Send it back within 14 days of receiving your RMA, using a tracked service.

Parcels sent back without an RMA number cannot be identified against your order and may be refused. Keep your tracking receipt until the refund reaches you.

3. Who pays for return shipping

Change of mind: you pay the return postage, and the original outbound shipping charge is not refunded. We strongly recommend a tracked and insured service, as we cannot refund an item that never reaches us.

Defective, incorrect or damaged in transit: we pay. We send you a prepaid return label, or reimburse a reasonable postage cost, and we refund or replace the item in full including the original shipping charge.

Import duties, customs charges and local taxes you paid to the carrier or to your own authority are not refundable by us, because we never received them. Many countries let you reclaim import charges directly once the goods are exported; your customs authority can advise. VAT that we charged you at checkout is refunded with the item.

4. Refunds

We inspect returns within 5 business days of arrival and confirm the outcome by email. Approved refunds are issued to your original payment method within 10 business days of that confirmation. Your bank or card issuer may take a further few days to post it.

We may reduce a refund to reflect missing accessories or packaging, or damage beyond ordinary inspection. If we decline a return, we explain why and return the item to you at our cost.

5. Customers in the European Union and the United Kingdom

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. This right sits alongside the windows in section 1, whichever is more favourable to you.

Tell us by any clear statement — an email to support@agen.com is enough — within 14 days of delivery.
Send the goods back within 14 days of telling us. You bear the direct cost of return unless the goods are faulty or not as described.
We refund you within 14 days of receiving the goods back, or of your proof of return, whichever is earlier, using the same payment method you used.
We refund the standard outbound delivery charge you paid.
We may reduce your refund if you have handled the goods more than was necessary to inspect them.
Sealed supplements are exempt once opened, on health and hygiene grounds, as permitted by consumer law.

Separately, goods sold in the EU and the UK carry a two-year legal guarantee of conformity. Nothing in this policy or in our Warranty Policy limits that right, or any other right you hold under the consumer law of your country of residence.

6. Exchanges

We do not process direct exchanges, because holding stock while a return travels delays you twice. Return the original item for a refund and place a new order for what you want — it is the fastest route, and you keep your original delivery estimate on the new order.

7. What we cannot accept

Supplements whose seal has been broken, or which are past their best-before date.
Items returned outside the windows in section 1, and outside any statutory period that applies to you.
Items bought from a reseller we have not authorised. Ask us to confirm a seller if you are unsure.
The CAROL Bike, which is fulfilled by CAROL and returnable only under CAROL's own terms.
Items damaged by accident, misuse, liquid ingress beyond the device rating, or unauthorised repair. These fall under our Warranty Policy, which explains what is covered.

8. Devices that develop a fault

If a device stops working correctly after the return window closes, it is a warranty matter rather than a return. Every Agen device is covered for 12 months from delivery against defects in materials and workmanship, and we pay the shipping on confirmed warranty cases. See our Warranty Policy for the full terms.

9. Subscriptions and store credit

Subscribe and save 15% is available on selected supplements. It delivers monthly and takes 15% off every delivery, for as long as the subscription runs.

You can skip, pause, reschedule or cancel from your account at any time before the next billing date, with no minimum number of deliveries and no cancellation fee.
Cancelling stops future deliveries. An order that has already been billed and dispatched is not cancelled by it, and follows the return windows in section 1 like any other order.
Each delivery is a separate purchase, so each one carries its own 14-day return window for sealed supplements.
Prepaid subscription fees for a period already served, and unused store credit, are not refundable.

10. Agen Partners

If you are a registered Agen Partner, this section replaces sections 1 to 6. Title to Agen Robot units passes to you on delivery. Robots bought as business stock do not carry the consumer return windows or money-back guarantees unless your Partner Agreement says so in writing. On termination of the partnership you keep the units you own; they are neither returnable to nor reclaimable by Agen. Prepaid Partner fees and unused credits are not refundable. Everything else follows your Partner Agreement.