Widerrufsrecht

Refund & Returns Policy

Last updated: 22 August 2026

This policy forms part of our Terms of Service and sits alongside our Shipping & Pre-Order Policy.

At a glance

	European Union	United States & Canada
Changed your mind	14 days from delivery	30 days from delivery
Who pays return postage	You	You
Faulty, damaged or incomplete	We do — always	We do — always
Missing pieces	Free replacement parts	Free replacement parts
Warranty	2-year statutory guarantee, plus our 2-year warranty	Our 2-year limited warranty
Refund issued	Within 14 days of receiving the goods back	Within 5 business days of receiving the goods back

Every return starts the same way: email support@labbox.education with your order number. We will confirm your return and give you the correct address — we ship from two warehouses, and a parcel sent to the wrong one delays your refund considerably.

1. If something is wrong with your order

This section comes first because it is the one that matters most, and because it costs you nothing.

If your order arrives faulty, damaged, incomplete or not as described, we will put it right at our expense. You do not pay return postage, and you do not lose your original delivery charge.

Damaged in transit. Email us within 14 days of delivery with photographs of the outer box and the contents. We will send a replacement at no cost. You will usually not need to return the damaged item — please keep it until we confirm.

Faulty product. Contact us with your order number and a description of the fault, along with a photo or short video if the fault is visible. We will arrange a repair, a replacement or a refund. Which of these you are entitled to depends on the nature of the fault and on your local consumer law, and we will explain the options when you contact us.

Missing pieces. Reactor Rescue contains 323 components and Buzz Trace contains 28, so a missing part is occasionally possible. Tell us your order number and the name of the part, and we will post it to you free of charge. You do not need to return the game, and there is no time limit that we apply strictly to this — a piece lost from a two-year-old set is still a piece we would rather replace than have you play without.

Never as described. If what arrived does not match what we advertised, treat it as faulty and contact us. That is our error, not a change of mind.

2. If you simply changed your mind

European Union customers — your right of withdrawal.

You have the right to withdraw from your purchase within 14 days, without giving any reason. The period ends 14 days after the day on which you, or a third party you nominate, takes physical possession of the goods. Where an order is delivered in several parcels, it ends 14 days after you receive the last one.

To exercise the right, tell us clearly before the 14 days expire — an email to support@labbox.education is enough. You may use the form at the end of this policy, but you do not have to. To meet the deadline it is sufficient that you send your communication before the period expires.

Once you have told us, you must send the goods back within 14 days. You bear the direct cost of returning them. We recommend a tracked service, because you are responsible for the goods until they reach us.

We will refund all payments received from you, including the standard delivery cost you paid on the original order. If you chose a more expensive delivery option than our standard one, we refund the standard cost only. We may withhold the refund until we have received the goods back, or until you supply proof that you have sent them, whichever is earlier. The refund is made within 14 days of that point, using the same payment method you used to pay, and it costs you nothing.

You may open and examine the product. You are only liable for any diminished value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning — the same handling you would be allowed in a shop. Opening the box, reading the rules and trying the components is fine. Playing several sessions with a game you intend to return is not.

United States and Canadian customers.

You may return an unwanted item within 30 days of delivery for a refund of the product price. Return postage is at your expense, and the original delivery charge is not refunded. Items must be complete and in resalable condition.

Canadian returns cross the border. Please contact us before sending anything back so that we can advise on the paperwork — a return shipped without it can attract charges on re-entry to the United States, which delays your refund.

3. Condition of returned items

For a change-of-mind return in any market, please send the product back complete: all components, the rules, the inserts and the original packaging, with the packaging undamaged where possible.

We cannot offer a full refund on an item that comes back with components missing, with damage caused after delivery, or in a condition that means we cannot sell it again. Where a return arrives in reduced condition we will contact you and offer a partial refund reflecting the loss in value, rather than simply refusing it.

Please do not use the product's own box as the shipping carton. Put it inside an outer box.

4. Our warranty

We offer a 2-year warranty on all LabBox products, running from the date of delivery. If a product fails through a defect in materials or workmanship within that time, we will repair or replace it free of charge, including delivery.

The warranty does not cover normal wear, accidental damage, damage from misuse or from failure to follow the instructions, or consumable items such as batteries.

For customers in the European Union, this warranty is in addition to your statutory rights. You have a legal guarantee of conformity of at least two years, which we cannot restrict, and nothing in this warranty affects it.

5. Cancelling before your order ships

You can cancel any order before it is dispatched, for a full refund including delivery. Contact us as soon as you can — we normally action cancellation requests within one business day.

Pre-orders can be cancelled at any time before dispatch, for any reason, for a full refund. This is set out in full in our Shipping & Pre-Order Policy, along with what happens if an estimated dispatch date moves.

Once an order has been dispatched it can no longer be cancelled, but it can be returned under section 2.

6. Exchanges

The fastest way to exchange an item is to return the original under section 2 and place a new order. That way your new item ships immediately rather than waiting for your return to arrive.

If the exchange is because something was faulty or wrong, section 1 applies instead — we send the replacement at our cost and there is nothing for you to pay.

7. Gifts

If you received a LabBox product as a gift, contact us with the order number from the packing slip, or the name and email of the person who bought it. We will arrange a replacement or a gift credit to you directly, rather than refunding the purchaser and spoiling the surprise.

If the gift was faulty, section 1 applies as normal, and we do not need the purchaser's involvement.

8. Sale and promotional items

Items bought on promotion, in a bundle, or as part of a launch offer carry exactly the same return rights as anything else.

Where a bundle is returned in part, the remaining items are re-priced at their standard individual price and the refund is adjusted accordingly, since the bundle price applied to the bundle as a whole.

9. Refused and undeliverable parcels

If a parcel is returned to us because the address was incorrect or incomplete, or because delivery was refused, we will refund the product price minus the original delivery charge. We can also reship once a correct address is confirmed and a second delivery charge is paid.

This does not apply where the failure was ours or the carrier's — in that case you are refunded in full or your order is reshipped at no cost.

10. How refunds are paid

Refunds are always made to the original payment method. We cannot refund to a different card or account.

Once we have approved your refund, it usually appears within 5 to 10 business days, depending on your bank or card issuer. That last step is outside our control — if your bank is slow, we can send you confirmation of the refund to show them.

We do not charge restocking fees.

11. How to start a return

Email support@labbox.education with your order number and what you would like to do.
We reply with confirmation and the correct return address. Please wait for this — we ship from two warehouses.
Send the item back using a tracked service, and send us the tracking number.
We confirm receipt and issue your refund, within the timescales in section 10.

Returns sent without contacting us first can take considerably longer to process, and may arrive at a warehouse that cannot accept them.

12. Model withdrawal form (EU customers)

You only need this if you want it — an email saying you wish to withdraw is equally valid.

To: Labbox Inc., support@labbox.education

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on: Order number: Name: Address: Signature (only if this form is sent on paper): Date:

13. Contact us

Email: support@labbox.education
Telephone: +383 49 454 929

Please include your order number in any message.

This online store is operated by Labbox Inc., a corporation incorporated under the laws of the State of Delaware, United States (Delaware File Number 4875096). Business address: Rruga Enver Maloku Nr. 28, 10000 Prishtina, Republic of Kosovo. Authorised representative: Arta Shehu Zaimi, Chief Executive Officer.