Refund policy

Returns, exchanges and refunds

1. Notify us, then send your return

You have 15 calendar days after delivery to notify us that you wish to return or exchange your purchase, without giving a reason. This is a commercial extension of the statutory 14-calendar-day withdrawal period and does not restrict any stronger mandatory rights.

If goods from the same order are delivered separately, the statutory 14-calendar-day withdrawal period starts when you, or a person you designate other than the carrier, receive the last good. This rule does not reduce any more favourable conditions offered at purchase.

A clear email to hi@laagam.com is valid notification. The returns portal and the withdrawal form are optional; you do not have to give a reason or complete a questionnaire to withdraw.

After notifying us, send the goods back without undue delay and no later than 14 calendar days after your notification. This is the deadline for sending, not for arrival at our warehouse. Contact us for return instructions; using the portal or waiting for approval is not a condition for exercising your right.

2. Refunds

We refund without undue delay and no later than 14 calendar days after receiving your withdrawal notice, using the original payment method. Unless we have offered to collect the goods, we may withhold the refund until we receive the goods or evidence that you have sent them back, whichever comes first. We do not add a further warehouse-processing period to this deadline.

If you notify us of withdrawal from the whole order within the statutory period of 14 calendar days after delivery, we will refund the cost of standard initial delivery. Any supplement for express or another more expensive delivery option is not refunded. For partial returns, initial delivery charges are not refunded, except where applicable law requires otherwise.

Our return notification period remains 15 calendar days after delivery. If you notify us after the statutory period but within this commercial period, we refund only the price paid for the returned products, not initial delivery charges. The date of your notice determines which rule applies, not the date the parcel reaches our warehouse. Defective-item rights, any more favourable mandatory rights and the conditions offered when you purchased remain unchanged. Return transport charges are separate and remain as stated below.

3. Return transport and exchange options

For a non-defective return for a monetary refund, the direct return transport costs are EUR 5 for drop-off or EUR 8.50 for collection in Spain, and EUR 10-15 in the European Union depending on the destination. For the rest of the world, the customer bears the direct return transport cost disclosed before purchase. These are transport costs, not an administration fee or a penalty for requesting a refund. You do not bear costs that the law requires LAAGAM to bear or that LAAGAM has agreed to cover.

Exchanges and returns for store credit are free in Spain and the European Union where available. They are optional: you may choose a monetary refund under this policy instead. Online exchanges cannot currently be processed in physical stores.

4. Trying on, packaging and hygiene

You may inspect and try on clothing as necessary to establish its nature, characteristics and functioning. Handling beyond what is necessary may result only in a justified deduction for diminished value, where permitted by law, not automatic refusal of the return or the entire refund. Keeping the packaging and tags is recommended, but their absence alone does not remove statutory rights.

Try swimwear on over underwear and keep the hygiene seal intact. The hygiene exception applies only to sealed goods that are genuinely unsuitable for return for health or hygiene reasons and have been unsealed after delivery, when the statutory criteria are met. Removing an ordinary tag does not automatically trigger this exception. Statutory rights for defective goods remain unaffected.

5. Defective goods and legal guarantee

If an item is defective, contact hi@laagam.com with the order details and a description of the problem. Prompt contact is recommended, not a deadline that ends your rights. Returns for defects are free. We maintain our commercial promise of a free replacement or a full refund, including the initial shipping costs.

For new goods sold in Spain, the legal guarantee covers a lack of conformity existing at delivery that becomes apparent within 3 years after delivery. In other countries, the applicable law governs the guarantee. Ordinary wear or damage caused by misuse is not, by itself, a lack of conformity covered by this guarantee.

Statutory remedies include repair or replacement free of charge and, when the legal conditions are met, a price reduction or termination with a refund. Remedies must be provided within the applicable legal time limits and without significant inconvenience. Inspection does not allow us to delay the solution indefinitely. These legal remedies do not restrict our commercial replacement or full-refund promise. A discount voucher or store credit will not be imposed instead of a guarantee remedy, including after 100 days.

6. Cancellation before delivery and preorders

Where the right of withdrawal applies, you may notify us before delivery, including after order confirmation. We may be unable to intercept an order already being prepared or shipped, but this does not remove that right. An ordinary preorder is not a personalised product merely because it is made after ordering; any exception for goods made to your specifications or clearly personalised must meet the statutory criteria.

7. Earlier orders and further information

Earlier orders retain the conditions offered at the time of purchase, including any longer return period, together with all mandatory rights. This policy does not retroactively shorten those conditions.

Further information: returns and exchanges. Customer service: hi@laagam.com.