01
Return Policy
LENA-X Trade LLC is committed to delivering products that meet the agreed specifications. The following return policy applies to all product orders.
Returns are accepted for products that do not conform to the agreed specifications, are defective upon receipt, or were damaged in transit. Claims must be submitted in writing within 14 days of delivery, accompanied by photographic evidence and a description of the issue.
Products that have been used, altered, or damaged after delivery are not eligible for return. Custom-manufactured or made-to-order products are non-returnable unless they fail to meet the agreed specifications.
Upon approval of a return claim, LENA-X Trade LLC will, at its discretion, arrange for replacement, repair, or a credit toward a future order. Refunds in the original form of payment will be considered on a case-by-case basis.
To initiate a return, please contact us at [email protected] with your order reference, a description of the issue, and supporting documentation.
02
Refund & Dispute Policy
LENA-X Business aims to resolve all disputes fairly and efficiently. This policy applies to both LENA-X Trade LLC product transactions and LENA-X Consulting service engagements.
For product transactions: refunds will be issued where a return has been approved and the returned product has been received and inspected. Refunds are processed within 14 business days of approval and will be issued to the original payment method unless otherwise agreed.
For consulting engagements: fees paid for completed work are non-refundable. Where an engagement is terminated prior to completion, fees will be assessed on a pro-rata basis for work completed to the date of termination, in accordance with the terms of the engagement agreement.
Disputes should first be raised directly with LENA-X Business in writing at [email protected]. We are committed to resolving disputes promptly and in good faith. If a dispute cannot be resolved informally within 30 days, the parties agree to pursue mediation before any formal legal proceedings.
LENA-X Business is not liable for indirect, consequential, or incidental damages arising from product defects or service delivery issues beyond the value of the original transaction.
03
Cancellation Policy
The following cancellation terms apply to product orders placed through LENA-X Trade LLC and consulting engagements through LENA-X Consulting.
Product orders: cancellations must be requested in writing before production has commenced. Once production has begun, cancellations may not be accepted, or may be subject to a cancellation fee reflecting costs already incurred. Custom or made-to-order products cannot be cancelled once production has started.
Consulting engagements: either party may terminate an engagement by providing written notice as specified in the engagement agreement. Fees for work completed prior to the termination date are due and payable. Deposits or retainers paid are non-refundable unless otherwise specified in the engagement agreement.
To request a cancellation, please contact us at [email protected] with your order or engagement reference and the reason for cancellation. We will confirm receipt and advise on any applicable fees or next steps within 5 business days.
