Return Instructions 

STEP 1: 

Send a Complaint 

Also include pictures of the product that was delivered to help@lagrang.com as a means of evidence. 

STEP 2: 

Return after Authorization 

Once your claim is validated, we will provide information on the most suitable means of getting the item from you. 

STEP 3: 

Track Return Status 

We will send you a return waybill number, this will enable you to track the status of your return. 

STEP 4: 

Get Resolution 

Upon our confirmation of the receipt of the item by the Vendor, Lagra will assist only by notifying the Vendor to resolve the matter as its sole responsibility without any further obligation on Lagra. 

Items not eligible for Returns 
  1. Products that have been altered from their original state or opened by authorized personnel without permission. 
  1. Product with tampered or missing serial Universal Product Code numbers (UPC). 
  1. Perishable or edible goods cannot be returned except a valid reason is raised at the point of delivery with affirmation from the dispatcher. 
  1. Products damaged due to misuse. 
  1. Products in beauty, health and personal care category. 
  1. Jewellery, innerwear, bed sheets, lingerie and socks. 
  1. Books and CDs 

 

Frequently Asked Questions (FAQs) 

How do I request to return an item? 

Please call us on 09133998897 / 08069281960 or send an email to help@lagrang.com. You can also chat us on Whatsapp (09093000054) or Livechat on the webpage. 

Can I return if my item is outside the warranty period? 

No, you will be required to refer the item to the service centre of the product. Kindly contact us 

How do I return an item? 

After your claim has been validated (after sending a video clip or picture of the item delivered), a return would be authorized for the item to be returned at the closest Lagra store or Lagra Logistics centre to you. 

Once retrieval is initiated, what happens next? 

Our delivery agent will call you to schedule a retrieval. There will be 2 attempts made to retrieve the item. If unsuccessful, you will be required to return to any of our store closest to you. 

Can my item be retrieved? 

Yes. A retrieval can be approved only for validated complaints of wrong, damaged, product standard and incomplete items. Payment for retrieval applies. 

Can my warranty be voided? 

Yes, a warranty is voided once an item within the warranty period is opened or referred to a technician(s) not affiliated to the manufacturer. 

I initiated a return but have not gotten a response and its over 48 hours, what do I do? 

Please contact us 

Do I have to return the gift when I return a product? 

Yes, any free gift must also be returned. 

How do I track my return status? 

We will keep you updated by email and SMS about the status of your return. You may also track your return using the return tracking number you received when the item was dropped off. 

Once return of my package is done, how long will it take to be refunded? 

Depending on the complaint, a refund would be made to your Lagra wallet immediately return is confirmed or refund will be made after claim on defect is validated 

Can I return my item after the stated returns timeline? 

You will not be able to return after 3 days but if it is faulty, it may be covered under warranty and a return can be authorized for the item to be referred to the service centre of the product by an after-sales support team. 

Why was my item redelivered to me instead of a refund? 

Returned items will be redelivered to you if we cannot validate your reason for returning it. For example, a phone returned for not charging will be tested extensively and if the claim is not validated, (phone charges properly) the item will be taken to our closest store for you to pick up 

How long do I have to request for return? 

You can request a return within 3 days for all eligible items if: 

  • You receive a wrong, damaged, defective, product standard/quality or incomplete item. 
  • You change your mind, with the EXCEPTION of underwear, adult toys, groceries, perfumes, cosmetics, hair extensions and jewelry. 

Note that for changed mind, the return has to be authorized by the seller 

When returning an item, ensure all seals, tags and accessories are left intact and the item is in its original packaging. If you have created a password on the device you wish to return, please ensure it is removed, otherwise, your return will be invalid. 

 


Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.


Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.


Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Need help?

Contact us at {email} for questions related to refunds and returns.