Refund Policy last updated: April 2026
At LATENIS, we want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a straightforward returns process. Please read this policy carefully before making a return.
30-Day Return Window
You may request a return within 30 calendar days from the date your order is delivered. To be eligible, the following conditions must be met:
- The device must be in its original condition with no signs of use, damage, or modification.
- All original accessories, packaging, and documentation must be included.
- The device must not have been factory-reset to a non-GrapheneOS configuration (we verify the OS installation upon receipt).
- Proof of purchase (order confirmation email) is required.
Non-Returnable Items
- Privacy accessories (RFID blocking cards, Faraday bags, privacy screen protectors, USB data blockers) that have been opened or used.
- Products returned after the 30-day window.
- Products with physical damage, water damage, or unauthorised repairs.
- Gift cards or digital products.
How to Initiate a Return
- Contact our support team at support@latenis.com with your order number and reason for return.
- We will review your request and, if eligible, send you a Return Merchandise Authorisation (RMA) number and return shipping instructions within 2 business days.
- Pack the device securely in its original packaging and send it to the address provided.
- We strongly recommend using a tracked and insured shipping method. LATENIS is not responsible for items lost or damaged in transit during return.
Return Shipping Costs
- EU & UK: The customer is responsible for return shipping costs unless the item is defective or we made an error.
- US, Canada & Australia: The customer is responsible for all return shipping costs. Import duties or taxes incurred on returns are the customer’s responsibility.
Refund Process
- Once we receive and inspect the returned item, we will notify you of the outcome within 5 business days.
- If approved, the refund will be processed to your original payment method within 5–10 business days.
- Shipping costs (original delivery) are non-refundable unless the return is due to a defect or our error.
Defective or Damaged Products
If you receive a defective or damaged product, please contact us at support@latenis.com within 7 days of delivery. We will arrange a replacement or full refund, including shipping costs, at no additional charge.
Right of Withdrawal (EU/UK Consumers)
Under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations, consumers in the EU and UK have the right to withdraw from a distance contract within 14 days without giving any reason. This right applies in addition to our 30-day return policy. To exercise this right, notify us at support@latenis.com within 14 days of receiving your order. You must return the goods within 14 days of notifying us. The right of withdrawal does not apply to sealed software or digital products that have been unsealed after delivery.
Exchanges
We do not offer direct exchanges. If you wish to switch to a different model, please return the original item for a refund and place a new order for the desired product.
Contact Us
For any return or refund questions, please contact:
Email: support@latenis.com
Response time: Within 2 business days