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Help Center

  • What happens if something needs to be changed after an order has been placed?
    In case any detail of the shipping or invoicing addresses needs to be changed and the order has not been shipped yet, it can be amended. Otherwise, the solution is to cancel the order and place a new one. Agora Lane will refund the cancelled order a few days later. However, we kindly ask you to call or send an email to the After-Sales Department explaining the situation. Our team will respond as soon as possible.
  • What can I do in case of an incident? Possible situations:
    Incidents within 24/48 hours of delivery with signs of damaged package: All our products leave the warehouse with packaging in perfect condition. If you detect any damage upon delivery, it is essential to clearly state it on the dispatch note of the courier company, for instance, by indicating ‘PACKAGE VISIBLY DAMAGED.’ If you report an incident within 24 hours of delivery and attach the scanned dispatch note, we can use this document to claim on the shipper's insurance and replace the damaged product once the incident is resolved. Fundamentally, the sooner and quicker you report the damage the sooner we can resolve it. Incidents between 48 hours and 15 days of delivery: This includes verifying the incident with photos and returning the customer’s product to our facilities for an on-site check. If a product of very low value arrives in poor condition, it may be worthwhile to refund the money to you rather than sending a new unit. We must verify that all products we collect are truly defective as it is common for customers to complain about products that do not have any real problem. Wrong product shipped to the customer: We accept the replacement of wrong products and will cover the shipping expenses as long as the incident is reported within 48 hours of delivery, unless Agora Lane decides to refund the value of the product instead.
  • Guarantee - Technical support after 15 days of delivery
    All products have a 2-year guarantee offered by the manufacturer from the date of delivery except for perishable products or health and hygiene products. Defects caused by negligence, misuse, or tampering, as well as wear and tear, are not included. In the case of IT products, the guarantee does not cover virus removal, program restoration, or disc reinstallation. If a claim on the guarantee is justified, the product will be repaired, replaced, returned, or have its price reduced in compliance with the law. To make use of the guarantee, you must communicate through the Contact Area, providing the Agora lane order number, product description, description of the problem, and attached photos in the case of visible damage. Each case will be handled individually, and you will be given the technical service address of each manufacturer for your country or the place where your customer must send the product and accessories (with prepaid expenses). It is compulsory to include a copy of the sale's invoice in the package, the Technical Support form provided by us, and the description of the detected problem. Please note that since we mainly work with products of European origin, it may not be possible to offer direct technical support. In these cases, you must follow the steps 'How can my customer have a defective product replaced?' and 'How can I return defective products to Agora Lane?' Answer can be found under the next FAQ.
  • How can I return defective products to Agora lane?
    Agora lane gives an exceptional free collection service to its customers for those products with factory defects they have collected from their customers. Agora lane will do a free pick-up through its warehouses every two months as long as they have reached 90€ of cost. If this amount is not reached, Agora lane will postpone collection for up to 6 months. After this date, Agora lane will pick up your merchandise for free even if you have not reached that amount. These terms will not be applicable in non-EU countries where the customer must send the goods to the mainland, bearing the shipping costs and indicating "defective merchandise - NO COST" on the invoice. ​ If a customer decides to return the products outside these conditions, the customer will pay for any costs incurred and must notify Agora lane of this decision so we can process the return. Step 1: Fill in **all the fields* of the 'Product Return' Excel template. This template is in Excel format and should be duly filled out and sent to the Customer Support and Post-Sales Dpt. (request the template in this same email if you do not have it). Save this template in your computer and add to it any incidents that may occur. Once the conditions above are fulfilled, you may send it to be processed. Step 2: You will receive an email with the return approval and a RMA No., as well as instructions regarding the collection. Step 3: You must prepare the package correctly. To do so, put all the defective products inside a big cardboard box (or boxes). Please bear in mind that the original boxes of the products must arrive in perfect condition, without labels or damages. As a result, you must use reinforced cardboard boxes and seal them well. Enclose the printed Excel document in the package and clearly indicate the RMA no. and return address on a label outside (We will reject any package that does not arrive duly identified). The guarantee only covers manufacturing defects, and in no case wear and tear or misuse. We will only refund the money of products with manufacturing defects so you must pay close attention to those with signs of wear and tear or hits. In the case of packaging's with damage or transport labels, we will not refund 100% of the product’s value. Therefore, it is important for you to inform your customers that they must reinforce the packaging of the returned products with an extra cardboard box keeping the original packaging intact. Step 4: Once the products have been received, Agora lane's technical service will check each of them and they will be refunded then. All refunds will be made with the same form of payment as the orders were made. Payments will be made effective within approximately 4 weeks of receiving the products in our warehouse. This process takes time as each unit needs to be checked by our technical service team and then it passes to the Administration Department, which makes the payments on a 'first come, first served basis.' Therefore, we kindly ask you to be patient.
  • In which cases will Agora Lane not refund 100% of the product's value?
    - If the product has clear signs of misuse, unjustified damage or arrives in bad condition; - If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable - 50% of the product's value will be discounted; and - If the product is returned with missing parts or accessories, or if the incident description is not real - the product will not be refunded. Very important: No refund will be made for products returned to Agora lane that are not faulty or whose incident description is not real. They will be stored in our warehouse and you will receive a notice. You will have 7 days of receiving the notice to confirm if you want the products to be returned to your warehouse after paying for the shipping costs. If we do not receive any confirmation or payment within 7 days, the products will be destroyed in a recycling center and Agora lane will not accept any claim for the products under any circumstances.
  • When is the money refunded?
    Once the products have been received in our warehouse and we have checked their condition, we will proceed to refund the amount according to the payment method used by the customer except in the case of cash, which will be refunded by bank wire transfer. Please bear in mind that the refund process may take up to 14 business days (usually takes 5-7 business days) until the received goods have been checked.
  • What happens if the customer does not collect an order?
    When an order is not collected by the consignee, it will be returned to our warehouse. Once we have received it, it will be processed by the Technical Support team and passed on to the Administration Department for the refund to be processed. The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses. This process may take up to 2 weeks.
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