Refund policy

At AG Universe, we want you to be satisfied with your order. Please check your parcel carefully upon receipt.

Exchanges

We accept exchange requests within 7 days of receiving the order.

To be eligible for an exchange, the item must:

be in its original condition;
not have been worn, washed or used;
not have been damaged by the customer;
retain its original tags and packaging.

Items that do not meet these conditions may be refused.

Exchanges are subject to availability of the requested size, model or item.

Refunds

AG Universe does not offer refunds for changes of mind, size selection errors or personal preferences.

When an exchange is accepted, the customer may choose another available item under the conditions of this policy.

This rule is subject to mandatory rights under applicable law.

Exchange costs

When an exchange is requested for a size, color or model chosen by the customer, the customer pays the delivery costs related to the exchange.

If AG Universe is responsible for the error, including sending the wrong item or a product recognized as defective, AG Universe covers the exchange costs.

Damage, defects or order errors

Please inspect your order upon receipt.

If the item received is:

defective;
damaged;
different from the item ordered;

please contact us as soon as possible so we can check the situation and offer an appropriate solution.

Photos of the item and packaging may be requested to help with verification.

After validation, we will arrange an exchange or another appropriate solution depending on the situation and applicable legal rights.

Items not eligible for exchange

We reserve the right to refuse exchanges for items that are:

worn or used;
washed;
stained;
damaged after receipt;
missing their original tags or packaging;
customized at the customer's request.

Sale items

Items purchased on sale may be exchanged only if the desired size or model is available.

The reference value for the exchange is the price actually paid when ordering.

Price differences

If the newly selected item is more expensive, the customer must pay the difference.

If the new item has a lower value, the difference is not refunded, unless otherwise required by mandatory law.

How to request an exchange

To request an exchange, please contact us with:

your name;
your order number;
the item concerned;
the desired size or model;
photos if the item has a defect or issue.

Email: support@ag-universe.shop

You may also contact us through the communication channels listed on our website.

Return address for exchanges

Do not send an item back without prior confirmation from our team.

Once your request is accepted, we will provide the instructions needed to arrange the exchange.

Refused or unreceived orders

In the event of an unjustified refusal of an order upon delivery or repeated absences preventing delivery, AG Universe reserves the right to limit certain future ordering options.