Refund & Return Policy
Last updated: 2026
European Union
You may request a return within 30 days of delivery. The conditions below apply; they do not limit any mandatory consumer rights.
1. Right of withdrawal
Pursuant to the EU Consumer Rights Directive (2011/83/EU) and Italian Legislative Decree 206/2005, the Consumer has 14 days from receipt to withdraw from the contract. The Lead Empire L.L.C-FZ voluntarily extends this period to 30 days. The legal guarantee of conformity is provided under Directive (EU) 2019/771 and applicable national law.
2. How to request a refund
To start the return process, contact us within 30 days of delivery by writing to support@space-ex.com or info@space-ex.com. Please include:
- Order number (you'll find it in the confirmation)
- Product to return
- Reason for return (optional but helpful for improving our service)
We will send you the detailed return instructions within 24 hours.
3. Product condition
You may examine the product as you would in a physical store. Original packaging is not required, and you do not need to return unused accessories in sealed condition. Return the product in a condition that reasonably allows us to process the withdrawal after normal inspection. Normal signs of inspection are accepted.
4. Return shipping costs
The return shipping cost is borne by the customer, except in the following cases where The Lead Empire L.L.C-FZ also covers the return shipping costs:
- Defective product upon receipt
- Product not matching the order (shipping error)
- Product damaged during transport
5. Refund timeline
The refund is issued within 14 days of receiving the returned product, using the original payment method where possible or another method agreed with you. No IBAN is required to start the return. The refund covers the amount paid for the product, excluding any return shipping costs borne by the customer unless we are at fault.
6. Defective product
In case of a defective or non-conforming product, you have the rights set out in Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods, including — at your choice, where applicable —:
- Repair or replacement of the non-conforming product
- Price reduction or termination of the contract, with a refund of the amount paid where due
The legal warranty of conformity covers the products for 24 months from delivery, as set out in Directive (EU) 2019/771 and Articles 128-135 of the Italian Consumer Code.
7. Items not eligible for return
By law, certain products are not covered by the right of withdrawal (e.g. personalized items, sealed for hygiene reasons once opened, software/digital content unsealed). These cases do not apply to most of our products, but they will be flagged explicitly in the product page if relevant.
8. Simplified procedure
- Email support@space-ex.com within 30 days
- Receive return instructions
- Send the product to our warehouse
- We receive the package and verify its condition
- We process the refund within 14 days
9. Contact for refunds and returns
For any information about refunds and returns: support@space-ex.com or info@space-ex.com
United Arab Emirates
For orders delivered in the United Arab Emirates, returns and refunds follow the rules below, subject to applicable local law.
1. Return window
Unless more favourable mandatory rights apply, you may request a return within 14 days of receipt for eligible goods after normal inspection. Original packaging is not required.
2. How to request
Email info@space-ex.com within the window with order number, product, and reason. We will send return instructions.
3. Costs and refunds
Unless the product is defective or we made an error, return shipping may be borne by the customer. Refunds due are processed within a reasonable time after receipt and inspection, via the original payment method where possible.
4. Defective goods
For defects or non-conformity, contact us for replacement or refund under applicable UAE remedies.