Warunki świadczenia usług
RETURNS, WITHDRAWAL AND REFUND POLICY
Last updated: 14 October 2026
This Returns, Withdrawal and Refund Policy explains the procedures that apply to returns, statutory withdrawals, refunds, cancellations, damaged goods, defective goods and incorrectly supplied goods purchased through tagex.shop.
The TAGEX store and brand are operated by:
TRADING AG LTD
44 Legon Avenue
Romford, England, RM7 0UJ
United Kingdom
UK company number: 14938252
Responsible director: Andrei Garaba
Email: zhangenxiang1160449530@gmail.com
Telephone: +44 7347 959475
Website: https://tagex.shop
Customer service hours:
Monday to Friday
09:00–17:00 UK local time (GMT/BST)
Saturday and Sunday: Closed
Poland is the primary target market of tagex.shop. This Policy applies to TAGEX products purchased through tagex.shop and delivered to Poland or to another country that is expressly enabled as a delivery destination at checkout. Mandatory consumer rights in the customer's country of residence or delivery remain unaffected where applicable.
1. TAGEX 30-DAY RETURN WINDOW
TRADING AG LTD provides customers with a 30-day return window for eligible products purchased through tagex.shop.
The 30-day period begins on the day on which you, or a third party nominated by you other than the carrier, receive the product. If an order is delivered in several separate shipments, the period begins when the final product, lot or part of that order is received.
You must inform us of your decision to return the product within this 30-day period.
The full return window offered by TAGEX is 30 days. During the first 14 days after delivery, consumers in Poland and other eligible consumers also benefit from the statutory right of withdrawal described in Section 2. From day 15 through day 30, eligible returns continue to be accepted under the additional voluntary return commitment provided by TRADING AG LTD.
The statutory 14-day period applicable to eligible Polish and European Union consumers is a legal minimum and does not reduce the TAGEX 30-day return window. This voluntary return commitment does not replace, restrict or shorten any mandatory consumer right available under the law applicable to an order.
A request made after 30 days may still qualify for a statutory remedy or the TAGEX commercial hardware warranty if the product is defective or does not conform to the contract.
2. STATUTORY RIGHT OF WITHDRAWAL
If you are a consumer in Poland, you generally have the right to withdraw from a distance contract within 14 days without giving any reason. Consumers in other countries may have the same or additional rights under the mandatory law applicable to their order.
For goods, the withdrawal period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, acquire physical possession of the goods. If one order contains several goods delivered separately, in lots or in parts, the period begins when the last good, lot or part is received.
To exercise your right of withdrawal, you must inform us of your decision by an unequivocal statement sent by email or post:
TRADING AG LTD
44 Legon Avenue
Romford, England, RM7 0UJ
United Kingdom
Email: zhangenxiang1160449530@gmail.com
You may use the model withdrawal form at the end of this Policy, but use of that form is not mandatory.
To meet the withdrawal deadline, it is sufficient to send your withdrawal statement before the withdrawal period expires. Contacting customer service or waiting for return instructions does not extend or restrict your statutory right of withdrawal.
3. EFFECTS OF STATUTORY WITHDRAWAL
If you validly withdraw from the contract, we will reimburse all payments covered by the withdrawal, including the cost of the least expensive standard delivery method offered for the order.
If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to refund the additional delivery cost to the extent permitted by law.
We will make the reimbursement without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw. Unless prohibited by law, we may withhold reimbursement until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
During the statutory withdrawal period, you may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you could inspect it in a physical shop.
To the extent permitted by law, you may be responsible for any reduction in value caused by handling that goes beyond what is necessary for that inspection.
The activation of a device solely for reasonable inspection does not by itself remove a statutory withdrawal right. Any statutory exception applies only where all conditions required by applicable law have been met.
4. RETURN CONDITION AND CONTENTS
Where applicable to the relevant order, please return the TAGEX automotive diagnostic equipment with all parts and items originally supplied, including:
- the main diagnostic device;
- the vehicle communication interface or diagnostic adapter;
- included cables and adapters;
- the supplied charger and charging cable;
- the transport or storage case;
- user documentation and warranty documents; and
- any other item listed as included in the confirmed order.
Where reasonably possible, use the original packaging or other packaging that provides adequate protection during transit.
Missing or damaged non-essential packaging does not automatically remove the statutory right of withdrawal or any statutory rights relating to defective or non-conforming goods.
For a return made after the statutory withdrawal period solely under our additional voluntary 30-day return policy, we may refuse a return where the product has been materially damaged by improper use, unauthorised modification, incorrect installation, deliberate damage or use contrary to the supplied instructions.
Before returning a diagnostic device, please back up any information you wish to retain, sign out of personal accounts where possible and remove personal data stored on the device. Do not include payment-card details, banking credentials or unrelated personal documents in the return parcel. Failure to erase data does not remove any mandatory consumer right, but we may reset or erase a returned device as reasonably necessary for inspection, repair, replacement or resale.
5. HOW TO REQUEST A RETURN
To request a return or notify us of a withdrawal, contact:
Email: zhangenxiang1160449530@gmail.com
Telephone: +44 7347 959475
Where available, please provide:
- your order number;
- your full name;
- the email address or telephone number used for the order;
- the product you wish to return; and
- whether the request concerns statutory withdrawal, a voluntary return, damage, a defect, missing parts or an incorrectly supplied product.
You do not have to give a reason when exercising the statutory right of withdrawal.
For damaged, defective, incomplete or incorrectly supplied products, photographs may help us assess the issue. A reasonable request for evidence does not remove or reduce any mandatory consumer right.
After a return is approved, we will provide return instructions and a printable prepaid return label or another approved prepaid return method for an eligible return from a supported delivery country.
Keep the carrier receipt or other proof of dispatch until the return and refund have been completed. Where we provide the prepaid return method, use the label only for the authorised product and parcel.
6. RETURN SHIPPING COSTS
Returns made within the TAGEX 30-day return window
TRADING AG LTD will cover the reasonable direct return shipping cost for eligible returns from a supported delivery country made at any time within the TAGEX 30-day return window, provided that the customer uses the prepaid return method approved by us.
Please contact us before sending the product so that we can provide a printable prepaid return label or another approved return method.
If you independently choose a more expensive return method without our prior approval, we are not required to reimburse costs exceeding the reasonable cost of the return method offered by us, unless mandatory law provides otherwise.
Defective, damaged, incomplete or incorrectly supplied products
TRADING AG LTD will cover the necessary return shipping cost where a product:
- arrives damaged;
- is defective;
- materially differs from its description;
- is delivered without an essential component;
- is not the product ordered; or
- otherwise does not conform to the contract.
Do not pay return shipping costs for such a product before contacting us, unless immediate shipment is reasonably necessary to protect your statutory rights.
7. NO RESTOCKING OR REFUND PROCESSING FEES
We do not charge:
- a restocking fee;
- a return authorisation fee; or
- a refund processing fee.
This applies to eligible returns under this Policy.
8. DAMAGED SHIPMENTS
Please inspect the parcel and product after delivery.
If the parcel or product appears damaged, contact us as soon as reasonably possible. Include your order number and, where available, photographs of the product and shipping packaging.
We will assess the circumstances and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, return, price reduction or refund.
A delayed damage report does not automatically remove any mandatory consumer rights.
9. DEFECTIVE GOODS AND STATUTORY CONFORMITY RIGHTS
Consumers in Poland have mandatory statutory rights when goods are defective, not as described or otherwise do not conform to the contract. Consumers in other supported countries retain the mandatory conformity and defect rights applicable to their orders.
Depending on the applicable circumstances and law, the available remedies may include repair, replacement, price reduction, termination of the contract or reimbursement.
Statutory remedies will be provided without charge to the consumer, including necessary shipping costs.
These statutory rights are separate from the voluntary five-year TAGEX commercial hardware warranty and the five-year free software-update commitment. Neither commercial commitment replaces, restricts or reduces any mandatory consumer right.
10. VOLUNTARY FIVE-YEAR HARDWARE WARRANTY
TRADING AG LTD provides a voluntary five-year commercial hardware warranty for eligible TAGEX automotive diagnostic equipment. The warranty period begins on the date of the product's first activation.
The exact hardware coverage, exclusions and claim procedure applicable to a product are described in the warranty information supplied with that product or shown on its product page.
This commercial warranty is provided in addition to all mandatory consumer rights applicable to the order.
Making a commercial warranty claim does not prevent a consumer from exercising statutory rights where the applicable legal conditions are met.
10A. FIVE YEARS OF FREE SOFTWARE UPDATES
Eligible TAGEX automotive diagnostic equipment includes five years of free software updates beginning on the date of the device's first activation.
During this period, updates generally released for the software supplied with the eligible device will be provided without an additional software-update fee.
Updates may include corrections to existing software, updates to supported vehicle data, compatibility improvements, improvements to existing diagnostic functions and other software changes made available for the device.
The five-year software-update commitment does not guarantee support for every future vehicle, control unit, manufacturer security system or newly developed function.
After the five-year free-update period expires, the device may continue to be used with the latest installed software version, except for functions that reasonably require an active online service, current third-party access or a continuing subscription.
Optional updates or online services may be offered for a fee after the free-update period. Any applicable price and conditions will be disclosed before purchase.
11. REFUND PROCESSING TIME
After a returned product is received, we will inspect and process the return without undue delay.
Approved refunds are operationally processed within seven calendar days after receipt and inspection of the returned product. This operational target does not extend any shorter or otherwise mandatory statutory reimbursement deadline.
For a statutory withdrawal, we will reimburse the customer no later than 14 days after being informed of the withdrawal, subject to our lawful right to withhold reimbursement until the returned product or evidence of dispatch is received.
The time required for the refunded amount to appear after it has been issued may depend on the receiving financial institution.
An approved refund includes the refundable product price and, where required by applicable law, the cost of the least expensive standard delivery method offered for the order. We do not deduct customs duties or mandatory import charges that TRADING AG LTD agreed to bear under the Shipping Policy. Any lawful deduction for diminished value will be explained to the customer before the refund is finalised.
12. REFUNDS FOR CASH-ON-DELIVERY ORDERS
Where an order was paid for by Cash on Delivery, there is no electronic original payment method to which the refund can automatically be returned.
After a return is approved, the refund will be made by bank transfer to the customer's nominated bank account after obtaining the customer's express agreement, or by another refund method expressly agreed with the customer. The customer will not be charged an additional fee for receiving the refund.
We will request only the information reasonably necessary to issue the bank transfer, such as:
- account holder name;
- IBAN; and
- BIC or SWIFT code, where required.
We will never request:
- a payment-card PIN;
- a CVV or CVC security code;
- an online-banking password;
- a one-time authentication code; or
- login credentials for a bank account.
Customers should provide refund information only through the communication method confirmed by our customer service team.
13. EXCHANGES AND REPLACEMENTS
If you receive a defective, damaged, incomplete or incorrectly supplied product, contact us if you would prefer a replacement.
The availability of a replacement depends on stock and on the remedies available under applicable law.
Where repair or replacement is required under mandatory consumer law, it will be provided without additional charge, including the necessary shipping costs.
14. ORDER CANCELLATION
If an order has not yet been dispatched, contact us as soon as possible to request cancellation.
We will make reasonable efforts to cancel an order whose dispatch processing has not started. Cancellation cannot be guaranteed after an order has entered fulfilment or has been dispatched.
This operational cancellation procedure does not restrict the statutory right of withdrawal or any other mandatory consumer right.
15. RETURN ADDRESS
Unless we provide a different address for a specific return, the return address is:
TRADING AG LTD / TAGEX Returns
44 Legon Avenue
Romford, England, RM7 0UJ
United Kingdom
Please contact us before dispatch so that we can identify the return and provide the appropriate printable prepaid return label or approved prepaid return method for an eligible return from a supported delivery country.
Do not send a return cash on delivery or to another address unless our customer service team has expressly authorised that method in writing.
The provision of return instructions does not permit us to delay or prevent the timely exercise of a statutory right.
16. REFUSED OR UNDELIVERABLE CASH-ON-DELIVERY ORDERS
Customers must provide a complete delivery address and a reachable telephone number.
If delivery cannot be completed because order information is materially incorrect or incomplete, contact us to determine whether redelivery is possible.
We do not charge undisclosed contractual penalties, restocking fees or refund-processing fees for unsuccessful delivery attempts.
Mandatory consumer rights remain unaffected.
17. DELAYED REFUNDS
If we have confirmed that a refund was issued but it has not reached your bank account after the expected bank-processing period, first contact your bank and then contact us at:
zhangenxiang1160449530@gmail.com
Please include your order number. Do not send banking passwords, PINs, security codes, one-time authentication codes or account login credentials.
18. MANDATORY CONSUMER RIGHTS
This Policy supplements mandatory consumer rights and does not replace them.
Where Polish law, applicable European Union law or another mandatory law applicable to the order gives a consumer more favourable rights than this Policy, the mandatory legal provisions apply.
Nothing in this Policy excludes or restricts any right or liability that cannot lawfully be excluded or restricted.
19. CONTACT INFORMATION
For questions about withdrawals, returns, refunds, cancellations, damaged shipments, defective products, replacements or warranty claims, contact:
TAGEX
Operated by TRADING AG LTD
44 Legon Avenue
Romford, England, RM7 0UJ
United Kingdom
UK company number: 14938252
Responsible director: Andrei Garaba
Email: zhangenxiang1160449530@gmail.com
Telephone: +44 7347 959475
Website: https://tagex.shop
Customer service hours:
Monday to Friday
09:00–17:00 UK local time (GMT/BST)
Saturday and Sunday: Closed
MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from the contract. Use of this form is optional.
To:
TRADING AG LTD
44 Legon Avenue
Romford, England, RM7 0UJ
United Kingdom
Email: zhangenxiang1160449530@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is submitted on paper:
Date: