Warranty Claims: Individual Customers in the European Union
Individual Customers in the European Union are protected with EU Consumer Laws, which grant a two year warranty on every product.
If your product or device was non-functional on arrival, we will happily exchange it.
Please note your consumer responsibilities change when making a claim after 12 months: you must prove that the product was defective at delivery. As this is a difficult metric to achieve, we encourage customers to thoroughly test and examine their hardware as soon as it is received.
Customers must contact Lab401 prior to any return.
Warranty Claims Individual Customers in the United States
Unless otherwise specified by your state consumer laws, Lab401 provides a 30-day return policy for US-based individual customers that have received defective items.
Customers must contact Lab401 prior to any return.
Warranty Claims Individual Customers outside the European Union & US.
Lab401 provides a 30-day return policy for international individual customers that have received defective items.
Customers must contact Lab401 prior to any return.
Warranty Claims: Return Procedures
Customers must contact Lab401 support before returning any product. To be eligible for a return, your item must be in the same condition that you received it (including original packaging). Any damage, even superficial, will prevent us from being able to process your refund or exchange.
By the law (Article L221-23 from the French "Code de la Consommation" applicable to individuals), the refund is subject to a reduction if the goods are depreciated due to manipulations others than the necessary manipulations to assess the nature, characteristics and proper working of the goods. This includes missing or torn packaging, and/or damaged, missing or noticeably scratched parts.
You should always consider using a trackable shipping service or purchasing shipping insurance. Lab401 cannot be held responsible for a returned package that is lost or destroyed.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval (fully or reducted in case of depreciation of the goods) or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. If you chose an express shipping when placing your order, these shipping fees will not be refunded (Article L221-24 from the French "Code de la Consommation" applicable to individuals)
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Returns and Refunds: Individual Customers in the European Union
Individual Customers in the European Union are protected with EU Consumer Laws, including the right to return within 14 days of purchase.
If your product or device was non-functional on arrival, we will happily exchange it.
Customers must contact Lab401 prior to any return.
Please note, if your product is defective, we will replace it according to the policy of your jurisdiction.
Returns and Refunds: Individual Customers in the United STate
Unless otherwise mandated by state law, Lab401 does not accept change of mind returns.
In the event that your state has a conflicting rule, Lab401 will respect state consumer laws.
In the event that your state has a change-of-mind, law:
- Products must be in perfect condition. No refund is given for used, damaged or scratched products.
- Products must contain all components. Any component(s) not returned will be charged at full price.
- Shipping and handling charges are non refundable on a return when shipping the item back to us.
- A 15% restocking fee applies for returned items that comply with our return policy.
Customers must contact Lab401 prior to any return.
Please note, if your product is defective, we will replace it according to the policy of your jurisdiction.
Returns and Refunds: Individual Customers outside the European Union
Unless otherwise mandated by state law, Lab401 does not accept change of mind returns.
In the event that your country has a conflicting rule, Lab401 will respect state consumer laws.
In the event that your country has a change-of-mind, law:
- Products must be in perfect condition. No refund is given for used, damaged or scratched products.
- Products must contain all components. Any component(s) not returned will be charged at full price.
- Shipping and handling charges are non refundable on a return when shipping the item back to us.
- A 15% restocking fee applies for returned items that comply with our return policy.
Customers must contact Lab401 prior to any return.
Please note, if your product is defective, we will replace it according to the policy of your jurisdiction.
Returns and Refunds: Return Procedures
To be eligible for a return, your item must be in the same condition that you received it (including a good looking original packaging). Any damage, even superficial, will prevent us from being able to process your refund or exchange.
By the law (Article L221-23 from the French "Code de la Consommation" applicable to individuals), the refund is subject to a reduction if the goods are depreciated due to manipulations others than the necessary manipulations to assess the nature, characteristics and proper working of the goods. This includes missing or torn packaging, and/or damaged, missing or noticeably scratched parts.
You should always consider using a trackable shipping service or purchasing shipping insurance. Lab401 cannot be held responsible for a returned package that is lost or destroyed.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval (fully or reducted in case of depreciation of the goods) or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. If you chose an express shipping when placing your order, these shipping fees will not be refunded (Article L221-24 from the French "Code de la Consommation" applicable to individuals)
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Refunds: Business Customers
Our return policy for Commercial (IE, customers purchasing via a company structure) is 30 days for defective items.
To be eligible for a return, your item must be in the same condition that you received it (including a good looking original packaging). Any damage, even superficial, will prevent us from being able to process your refund or exchange.
If your product or device was non-functional on arrival, we will happily exchange it.
You should always consider using a trackable shipping service or purchasing shipping insurance. Lab401 cannot be held responsible for a returned package that is lost or destroyed.
Customers must contact Lab401 prior to any return.
Returns: Business Customers
EU Consumer Laws, including the right to return within 14 days of purchase are not extended to Commercial customers (IE, customers purchasing via a company structure). Returns are only accepted in the case of defective products.
Depending on the claim, we may ask you to return hardware to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval (fully or reducted in case of depreciation of the goods) or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Products excluded from refunds / returns
Please note: Your warranty does not cover items that have been modified or mishandled physically or electronically.
That is to say:
- Poorly flashed products (Proxmark, Chameleon, etc) are not covered by warranty.
- UID modifiable cards that are 'bricked' due to poor programming / incorrect BCC / incorrect command sets - are not covered by warranty.
Please note: According to EU Law regarding consumable items, Lab401 cannot accept returns / provide refunds for RFID badges.
I am unsatisfied with my Lab401 experience.
Please contact customer support immediately. We will take all necessary steps to resolve any dispute in a pragmatic and fair way.
I am unsatisfied, I will lodge a chargeback.
Lab401 does not acknowledge a chargeback as means of negotiation or dispute resolution. We work closely with our billing providers, and client banks to resolve chargebacks, by providing:
- Proof of purchase
- Proof of anti-fraud validation
- Proof of dispatch, with photographs of prepared packages
- Proof of delivery, with signature
- Proof of all communication with clients
To date, Lab401 has not lost a single chargeback claim.
If you feel you that a chargeback is your only means of dispute resolution, please contact customer support in order to find a solution that works for both parties.