Refund and replacement Policy

Last Updated: November 2026
Under EU Consumer Law (Directive 2011/83/EU & German Civil Code BGB § 355), customers in the EU/EEA enjoy a statutory right of withdrawal, replacement options, and a 2-year legal warranty.

1. 14-Day Right of Withdrawal (Refunds)
You have the right to cancel your purchase within 14 days from the day you (or a designated third party) physically receive the goods, without giving any reason.
Return Shipping Costs
●Customer Responsibility: Unless otherwise stated, the direct cost of returning the goods is borne by the customer.
●If we provide a prepaid return label upon request, the shipping cost will be deducted from your final refund.
●Returns must be shipped to our EU Warehouse:
Return address: EU repair station
Recipient: DETMS GmbH（A114）
Address: Rudolf diesel Str 26
City: Bargteheide
Postal code: 22941
Country: Germany
Phone: 017666804251

Refund Standard & Timeline
●Full Reimbursement: We will refund all payments received from you, including standard outbound delivery costs (excluding premium express shipping upgrades).
●Processing Time: Refunds are issued within 14 days after receiving the returned item or valid proof of return shipment, using your original payment method.

2. Step-by-Step Return & Refund Process
1).Submit Notice: Email support@longer.net within 14 days of receipt with your Order Number and explicit statement to withdraw. (You may use the form below).
2).Ship Item Back: Pack the item securely in its original packaging. Dispatch it to our German warehouse address within 14 days of notifying us.
3).Inspection & Refund: Upon receipt, we inspect the unit and process your refund (minus direct return shipping fees if applicable).

3. Condition of Goods & Depreciation Deductions
●Inspection Rights: You may inspect and test the machine only to the extent necessary to establish its nature, characteristics, and basic functions (similar to testing in a retail store).
●Excessive Use: If the returned item shows heavy operational use, laser burn residue, physical damage, or missing accessories, we reserve the right to deduct a value diminution fee from your refund.

4. Replacement & Exchange Policy
We offer options for both defect-related replacements and preference-based model exchanges:
A. Defective / Damaged Arrivals (Free Replacement)
●If your product arrives broken, incomplete, or malfunctioning, notify us within 48 hours of delivery with photo/video evidence.
●Upon verification, we will send a brand-new replacement unit at zero cost and provide a prepaid return label for the defective item.
B. Preference-Based Exchanges (Changing Models / Bundles)
●If you wish to exchange an item for a different model or bundle within the 14-day window:
 1).The original product must be unused, undamaged, and in its original packaging.
 2).The customer is responsible for return shipping of the original item as well as any price difference and additional shipping fees for the new item.
 3).Once the returned item passes inspection, the replacement unit will be dispatched.

5. 1-Year Statutory Legal Warranty
For any manufacturing defects or hardware failures occurring during normal use within 1 years of purchase:
●Contact support@longer.net with details and proof of purchase.
●We will provide free technical support, replacement spare parts, or a full replacement machine depending on the nature of the fault.

6. Model Withdrawal Form
(Copy, fill out, and send via email to support@longer.net if you wish to cancel the contract)
To: DETMS GmbH (A114), Rudolf-Diesel-Str. 26, 22941 Bargteheide, Germany (Email: support@longer.net)
I hereby give notice that I withdraw from my contract of sale for the following:
●Order Number: __________________
●Ordered On / Received On: __________________
●Customer Name: __________________
●Date: __________________