Refund policy

Refund policy

Last updated: October 6, 2026

This policy applies to purchases from AI StoreLabs, a trade name of Aplics BV (enterprise number 0473.769.675).

1. Right of Withdrawal (Consumers Only)

If you are a consumer, you may withdraw from your purchase within 14 days of receiving the goods, without giving a reason. If your order is delivered in several parts, the 14 days start when you receive the last item.

This right does not apply to purchases made for business or professional purposes.

Cancelling before shipment: You can cancel an order that has not shipped yet by emailing contact@aistorelabs.com with your order number. We confirm your cancellation by email and refund you in full, using your original payment method, within 14 days. If your order has already shipped, you can no longer cancel it, but you can still return it under this policy.

2. How to Return an Item

  1. Tell us first. Email contact@aistorelabs.com within the 14-day period with your order number and the items you want to return. You may use the EU model withdrawal form, but this is not required. Do not send items back without notifying us first.
  2. We'll confirm. We will reply with the return address and instructions.
  3. Send it back. Ship the items within 14 days of notifying us.

3. Return Shipping Costs and Risk

  • Free return shipping applies only when both of these are true:
    • You notify us within the 14-day withdrawal period, and
    • You give a valid reason with proof, such as photos or video showing the item is defective, damaged, or not what you ordered.
  • If you withdraw without a reason, or the reason can't be shown, you pay the return shipping costs. Your right to withdraw within 14 days is not affected.
  • We decide whether free return shipping applies after reviewing your proof. If it does, we send you a prepaid return label.
  • You are responsible for the goods until we receive them. Use a tracked shipping method. We cannot refund returns lost in transit without proof of shipment.

4. Condition of Returned Items

You may handle the product only as you would in a shop, to check its nature, characteristics and functioning. Please return it:

  • Complete, with all accessories, manuals, cables and free gifts.
  • Unused, undamaged, and preferably in its original packaging.
  • With any accounts, passwords, activation locks or personal data removed from devices.

Used items: If an item has been used beyond what's needed to inspect it, it can no longer be sold as new. We will deduct the full loss in value from your refund. For used items, this is usually the full purchase price, which means no refund will be given.

Damaged or incomplete items: If an item is returned damaged, or with missing parts or accessories, we will not provide a refund.

5. Items That Cannot Be Returned

The right of withdrawal does not apply to:

  • Sealed software, audio or video recordings, or other sealed digital products that were unsealed after delivery.
  • Sealed goods that can't be returned for health or hygiene reasons once the seal is broken.
  • Goods made to your specifications or clearly personalized.
  • Digital content supplied by download or activation code, once delivery has started with your prior consent and your acknowledgment that you lose your right of withdrawal.

6. Refunds

  • Once we receive and inspect the return, we refund the product price and the cost of standard delivery, minus any deduction for loss in value.
  • If you chose a faster or more expensive delivery option than our standard one, we will not refund the extra cost.
  • We may withhold the refund until we have received the goods back, or until you have provided proof that you sent them, whichever comes first.
  • Refunds are made within 14 days of receiving your withdrawal notice, using your original payment method, at no extra cost to you.
  • We may refuse a refund if the returned item is not the item we sold you, for example a different serial number or a swapped part.

7. Exchanges

We do not offer direct exchanges. Return the item under this policy and place a new order.

8. Damaged, Wrong or Missing Items on Delivery

Please check your order when it arrives. If an item is damaged, incorrect or missing, email contact@aistorelabs.com within 48 hours with your order number and photos of the item and packaging. Quick reporting helps us claim from the carrier and solve the problem faster. This does not limit your rights under the legal guarantee.

9. Legal Guarantee (Defective Products)

All products come with the 2-year legal guarantee of conformity, starting from delivery. If a product breaks or stops working, it must go through our inspection process before we decide on a remedy.

Inspection process:

  1. Report it. Email contact@aistorelabs.com within 2 months of discovering the problem. Include your order number, a description of the problem, and photos or video.
  2. Assessment. We review your report and may ask for more information or troubleshooting steps.
  3. Send it in. If needed, we ask you to send the product to us for technical inspection. We give you instructions and the address.
  4. Diagnosis. We, or the manufacturer or an authorized repairer, inspect the product to find out what caused the problem.
  5. Decision. We tell you the result and the next step.

Possible outcomes:

  • Manufacturing defect or lack of conformity: we repair or replace the product free of charge. If that is impossible or disproportionate, you are entitled to a price reduction or refund.
  • Damage caused by the user, or no defect found: the guarantee does not apply. We may charge reasonable inspection and return-shipping costs, which we will tell you about in advance. We can offer a paid repair quote.

Not covered by the guarantee: damage caused by misuse, accidents, drops, liquid, or normal wear and tear; repairs or modifications by anyone other than us or an authorized repairer; and problems caused by not installing software updates we or the manufacturer provided.

10. Refused or Unclaimed Parcels

If you refuse a delivery or do not collect your parcel, and it is returned to us, we will refund your order minus the original shipping costs and the return costs the carrier charged us. If you want to cancel, please email us instead.

11. Contact

For returns, refunds, or guarantee claims, email contact@aistorelabs.com.

Shipping policy

Last updated: October 6, 2026

This policy applies to orders from AI StoreLabs, a trade name of Aplics BV (enterprise number 0473.769.675).

1. Where We Ship

We currently ship to all countries in the European Union (EU). We do not ship outside the EU.

2. Order Processing

Orders are processed within 1–5 business days after payment is confirmed. Orders placed on weekends or Belgian public holidays are processed on the next business day. Business days are Monday to Friday, excluding Belgian public holidays.

Cancelling an order: You can cancel an order that has not shipped yet by emailing contact@aistorelabs.com with your order number. Once your order has shipped, it can no longer be cancelled, but you can still return it under our Return & Refund Policy.

3. Delivery Times

Our estimated delivery time is 3–5 business days after your order is shipped.

Delivery times are estimates, not guarantees. Shipping can sometimes take longer than 5 business days. Common reasons include:

  • High order volumes, sales periods, or holiday seasons.
  • Vendor delivery delays.
  • Carrier delays, strikes, or capacity issues.
  • Weather, natural events, or other circumstances beyond our control.
  • Products shipped from suppliers or other warehouses.
  • Remote locations or islands within the EU.
  • Incorrect or incomplete address details.

We are not responsible for delays caused by the carrier or vendors, or by events beyond our control. In any case, we will deliver your order no later than 30 days after the order date, unless we agree otherwise with you. If we expect a significant delay, we will let you know by email.

4. Shipping Costs

Shipping costs depend on the destination country and are shown at checkout before you pay.

5. Tracking

Once your order ships, you will receive a confirmation email with a tracking number when available. Tracking updates are provided by the carrier and may take up to 48 hours to appear.

6. Address Accuracy

You are responsible for providing a correct and complete delivery address within the EU. We cannot change the address once an order has shipped. If a parcel is delayed, lost or returned because of an incorrect address, any extra costs to resend it are your responsibility.

7. Delivery Problems

  • Not home: the carrier may leave a notice, try again, or deliver to a pickup point. Please follow the carrier's instructions.
  • Refused or unclaimed parcels: see section 10 of our Return & Refund Policy.
  • Late delivery: if your order hasn't arrived within the estimated time, please check the tracking first. If there is no movement for more than 7 business days, email contact@aistorelabs.com and we will open an investigation with the carrier. Investigations can take up to 10 business days.
  • Lost parcels: if the carrier confirms a parcel is lost, we will reship your order or refund you.

8. Damaged Parcels

Check your parcel when it arrives. If the packaging or item is damaged, email contact@aistorelabs.com within 48 hours with photos of the parcel, packaging and item. This helps us claim from the carrier. It does not affect your rights under the legal guarantee.

9. Risk and Ownership

The goods remain our risk until you, or a person you name, physically receive them. Ownership passes to you once full payment has been received.

10. Contact

Questions about shipping? Email contact@aistorelabs.com.