Refund Policy

• This Refund Policy applies to consumer purchases made through our webshop and is aligned with EU Consumer Rights (including the 14-day right of withdrawal) and Belgian law.

• Business (B2B) returns are handled separately by written agreement.

• Where this policy conflicts with mandatory law, the law prevails. We may update this policy; the version shown at checkout applies to your order.

• Contact for returns: [returns@ajinomatrix.org] • [Ajinomatrix SRL (KBO/BCE & VAT: BE 0758.375.791)] • [Returns address:  34, Drève de la Chapelle - 1430 Rebecq - Belgium].

1. Your Right to Withdraw (EU 14-Day “Cooling-Off” Period)

• You may withdraw from your purchase within 14 days after you (or a third party you designate) receive the goods, without giving any reason.

• Notify us by email ([returns@ajinomatrix.org]) and we’ll issue an RMA number and instructions. You then have 14 days to send the items back.

2. Condition of Returns

• Items must be returned unused, complete, with all accessories, manuals, and original packaging. You may handle goods as you would in a shop; if use goes beyond that, we may deduct for diminished value.

• For water-adjacent products: return clean and dry. Remove any personal data or Wi-Fi settings.

3. Refund Amount & Timing

• We refund within 14 days of your withdrawal notice, but we may withhold the refund until we receive the goods or proof of return (tracking), whichever is earlier.

• Refunds are made to the original payment method. We also refund the standard outbound shipping cost (if charged). Any extra paid for express/priority is not refunded.

4. Return Shipping Costs

• For standard withdrawals, you pay the return shipping.

• If the item is DOA/damaged/incorrect, we provide a prepaid return label or arrange collection at our cost.

5. DOA / Damaged / Missing Items

• Report within 48 hours of delivery with photos of the packaging and contents. We’ll offer replacement, missing parts, or full refund.

6. Exchanges

• To exchange, return the item for a refund and place a new order, or request a swap if stock allows.

7. Non-Returnable Items (legal exemptions)

• Custom-made or clearly personalized items.

• Sealed items not suitable for return for health/hygiene reasons once unsealed.

• Digital downloads/services once performed.
  (At launch we don’t ship perishable grow media or livestock.)

8. Bundles & Promotions

• Returning part of a bundle recalculates the order at non-bundle prices. You’ll be refunded the difference after re-pricing.

9. B2B / Institutional Orders

• Returns only by prior written agreement; restocking fees or special conditions may apply.

10. Title & Risk

• You are responsible for the goods until received by us. Use tracked shipping and keep proof of postage.

A) How to Return (Checklist)

1. Email [returns@ajinomatrix.org] with order number, SKU, and reason.

2. Receive RMA + return label instructions.

3. Pack securely (original packaging when possible). Include all parts/accessories.

4. Add the RMA on the outside of the parcel.

5. Ship with tracking; keep the receipt.

B) Packaging & Cleanliness

• Drain/clean water modules, dry tubing, seal small parts in a bag.

• Remove any third-party accessories.

• For items used beyond inspection, we may deduct for missing items, damage, or cleaning.

C) Batteries & Power Devices

• Follow carrier rules for lithium batteries. Use original inserts where available and protect terminals from short circuit.

D) International Returns / Customs

• Mark parcels “Return of goods” with the original order number to avoid extra duties. Any customs charges we incur may be deducted from your refund.

E) Partial Refunds & Deductions

• Missing parts, damaged packaging, visible wear, or traces of water ingress can reduce the refund per diminished value rules. We’ll document any deductions.

F) Refund Method & Currency

• Refunded to the original payment method in EUR. Your bank/PayPal may apply conversion or transfer fees; these are not reimbursed.

G) Pre-Orders & Backorders

• You can cancel a pre-order any time before dispatch for a full refund. After dispatch, the standard withdrawal rules apply.

H) Warranty vs. Refund

• After the 14-day window, issues are handled under the 2-year legal conformity warranty (repair/replacement/refund as required by law).

I) Contact & Escalation

• Returns & refunds: [returns@ajinomatrix.org]

• Data privacy queries: [privacy@ajinomatrix.org]

• EU ODR platform (consumer mediation): search “EU Online Dispute Resolution” to access the official portal.