Shipping policy

Last Updated: December 8, 2025

This Delivery, Return, and Shipping Policy ("Policy") applies to all purchases of hardware, consumables, and services from Agen Com Pte. Ltd. ("Agen," "we," "us," or "our"), whether purchased directly via our website or through an authorized Partner. This Policy is effective immediately and remains valid until updated by Agen.

By placing an order with Agen, you agree to the terms below.

1. SHIPPING & DELIVERY

1.1. Shipment Processing & Pre-Orders

  • Standard Dispatch: For in-stock items, orders are typically dispatched within 1–5 business days (Monday - Friday).
  • Pre-Orders & Production Batches (Current Phase): For orders placed during our initial launch phase (ending approximately February), items are made-to-order. Delivery will occur immediately upon completion of the production batch. You will receive a notification when your unit enters production and another when it ships.
  • Warehouse Origin: Items are shipped from one of our global fulfillment centers (e.g., Singapore, Europe, or USA) depending on stock availability and your destination.
  • Order Cut-off Time: 5:00 PM (Singapore Standard Time).

1.2. Shipping Rates & Estimates

  • Standard Shipping: Shipping charges will be calculated and displayed at checkout.
  • Partner Robots: For authorized Partners, Agen covers the initial shipping cost of the Agen Robot unit(s) per the Partner Agreement.

  • Estimated Delivery Times (Transit Time): Once dispatched, the estimated delivery time depends on your location:

    • United States: 5-10 Business Day

    • Europe / UK: 4-8 Business Days

    • Singapore / Asia: 2-5 Business Days

    • Rest of World: 7-14 Business Days (Note: These are estimates provided by our carriers. Delays due to customs are outside our control.)

  • Exact shipping charges are calculated at checkout based on weight and destination. Below are estimates for standard shipping:
    • USA & Europe: Standard Shipping starts at $10.00 USD.

    • Singapore: Standard Shipping starts at $5.00 USD.

Shipping costs are calculated automatically at checkout based on your delivery address, selected shipping method, and order details.
Please proceed to the checkout page to view the final and accurate shipping cost before completing your purchase.

1.3. International Shipping & Customs (IMPORTANT)

  • Incoterms: All international shipments are sent DDU (Delivered Duty Unpaid) / DAP (Delivered at Place).
  • Your Responsibility: Agen is NOT responsible for any customs and taxes applied to your order. All fees imposed during or after shipping (tariffs, taxes, VAT, GST, customs administration fees) are the responsibility of the customer (recipient).
  • Unclaimed Shipments: If you refuse to pay the customs duties or refuse delivery of the package, and the package is returned to Agen:

    • We will refund the product cost minus the original shipping fee and the return shipping cost charged to us by the carrier.

    • If the return shipping cost exceeds the product value, the package may be abandoned, and no refund will be issued.

1.4. Tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s).

2. RETURNS & MONEY-BACK GUARANTEES (CUSTOMERS)

We want you to love your Agen experience. Our return policies vary by product category.

2.1. Product-Specific Return Windows

  • Agen Robot: You have 30 calendar days from the date of receipt to request a return for a refund.
  • Supplements (Capsules): You have 10 calendar days from the date of receipt to request a return.
  • Wearables & Accessories: All sales of Wearables (e.g., rings, bracelets) and Accessories are FINAL. We do not accept returns for change of mind. (Warranty protections for defects still apply).

2.2. Conditions for Return

  • General Condition: Items must be in "like-new" condition with no physical damage. All original accessories, manuals, and packaging must be included.
  • Supplements: Due to health and safety regulations, only sealed, unopened original packaging is eligible for return. We cannot accept returns on opened capsule packs.

2.3. Return Process

  1. Contact support at vs@agen.com or via WhatsApp to request a Return Merchandise Authorization (RMA) number.
  2. Pack the item securely in its original packaging.
  3. Include the RMA number inside or on the box.
  4. Ship the item to the address provided by our support team.

2.4. Return Shipping Costs

  • You are responsible for paying for your own shipping costs for returning your item.
  • Shipping costs are non-refundable.
  • We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

2.5. Refunds

Once inspected and approved:

  • We will initiate a refund to your original method of payment.
  • Deductions: Original shipping charges and any Customs Duties paid are non-refundable.
  • Unclaimed Packages: As noted in Section 1.3, return shipping costs for refused deliveries will be deducted.

3. PARTNER-SPECIFIC RETURN TERMS

If you are a registered Agen Partner, the following terms apply to you, superseding Section 2:

3.1. Hardware Ownership

As per the Agen Partner Agreement, title to the Agen Robot transfers to you upon delivery.

  • No "Cooling Off" Return: Partners purchasing Robots for business stock do not qualify for the consumer Money-Back Guarantees (30-day or 10-day) unless explicitly stated in a separate written agreement.
  • Termination: Upon termination of the Partnership, you retain ownership of the Robot and are not required (nor entitled) to return it to Agen.

3.2. Subscription Fees

Prepaid subscription fees and unused Store Credits are non-refundable.

4. WARRANTY (DEFECTS)

4.1. Scope of Warranty

Agen provides a 1-Year Limited Warranty covering material defects and workmanship for:

  • The Agen Robot
  • Agen Wearables (Rings, Bracelets)

4.2. Warranty Process

  • If your device malfunctions, contact Support. We will attempt to troubleshoot remotely.
  • If a hardware defect is confirmed, we will arrange for a repair or replacement unit at our discretion.
  • Shipping: Agen will cover shipping costs for authorized warranty replacements.

4.3. Exclusions

The warranty does not cover:

  • Damage caused by misuse, abuse, or unauthorized modification.
  • Normal wear and tear (e.g., scratches on wearables).
  • Consumables (supplements) beyond their expiration date.

5. CONTACT US

For return requests, shipping inquiries, or support:

Agen Com Pte Ltd
8 Temasek Boulevard #30-01/02 Suntec Tower 3, Singapore 038988
Email: info@agen.com
Phone: +65 8422 1901