Returns, Refunds & Cancellations

Last updated October 20, 2026

How returns, refunds and cancellations work, in plain terms. Unused items in their original condition and packaging can be returned within 30 days of delivery. A product that arrives defective, damaged or wrong, or stops working because of a defect within those 30 days, is replaced or refunded, even if it has been used. A damaged, swollen, overheated or leaking power bank must not be mailed back: stop using it, send us photos, and we refund or replace it without a return.

At a glance

Changed your mind

You can return an item within 30 days of delivery, for any reason, as long as it is:

• unused: you are welcome to open the box and look at the product, but it has not been used, and it has no scratches, marks or signs of wear;
• complete: with everything that came in its box, such as the quick start guide, the cable and wall adapter that come with Eddy, or both cables and both straps of the Reach Cables, which are sold as a pair and come back as a pair; and
• in its original packaging, packed so that it travels safely.

For a change of mind, the return shipping is paid by you, and a power bank goes back by a ground service only. We refund the price you paid for each returned item, together with any sales tax paid on it.

Defective, damaged or wrong items

We pack every order to travel, but a package can still be knocked about on the way, and a product can have a defect. If an item arrives damaged, defective or not what you ordered, if something is missing, or if a product stops working because of a defect within 30 days of delivery:

1. Stop using it. Do not plug in or charge a charger or a power bank that looks damaged.
2. Take photos, or a short video, of the item, the packaging and the shipping label.
3. Email them to tourexv@outlook.fr with your order number, within 30 days of delivery. The sooner we hear from you, the sooner we can open a claim with the carrier.
4. We send you a replacement, subject to availability, or refund the item in full, as you prefer, even if you have used it.

Photos are usually enough, and we often do not need the item back. If we do, we pay the return shipping and send you the instructions. The unused and original packaging conditions do not apply in these cases.

Normal wear, and damage that happens after delivery, for example from a fall, water, heat or crushing, or from use against the instructions, are not defects.

Damaged, swollen or hot power banks

A power bank that is damaged, swollen, overheated or leaking must never be mailed back. Carriers do not accept damaged lithium batteries in ordinary parcels, and a damaged battery can catch fire on the way.

1. Stop using it, and unplug it if you can do so safely. Do not charge it again.
2. Leave it on a hard surface that cannot burn, such as a tile or concrete floor, away from anything that can catch fire, and out of reach of children and pets.
3. Email us photos of it with your order number.
4. We refund or replace it without a return, and tell you how to take it to a battery drop-off point or a household hazardous waste collection near you. Never put it in household trash or a curbside bin.

The same applies to any product that smokes, smells of burning or gets hot to the touch. See If something gets hot, swells, smokes or smells.

Problems after the return window

If a product develops a problem more than 30 days after delivery, please write to us anyway, with your order number, a short description and photos. We will look at it with you. Every product also comes with the implied warranties that the law of your state gives you, and nothing in our policies limits them. See Implied warranties and your rights.

How to start a return

1. Email us at tourexv@outlook.fr within 30 days of delivery. Include your order number, the items you want to return and the reason.
2. We reply within 2 business days with a return authorization, the return address and instructions for each item.
3. Pack the items in their original box, with padding around them. A power bank needs a sturdy box of its own, with any prongs folded and any built-in cable wound in, so that it cannot move, be crushed or switch on during the trip.
4. Send the package within 14 days of our reply, with a tracked service, and reply to our email with the tracking number. Keep your receipt until your refund arrives.

No return can be accepted without our authorization. Please do not send anything to our company address in Wyoming: it is our registered agent's address, not a returns address, and a package sent there or without our instructions may never reach us.

Sending back a power bank

• By ground only: a power bank is a lithium-ion battery. It can only travel by a ground service, never by air, and carriers have their own rules for it. Our return instructions tell you how to send it, and the carrier's counter can confirm what it needs.
• Packed safely: any prongs folded, any built-in cable wound in, in a sturdy box with padding so that it cannot move, be crushed or switch on.
• Never a damaged one: if it is damaged, swollen, very hot, leaking or smells unusual, do not ship it. See Damaged, swollen or hot power banks.

Return shipping and the return address

• Who pays: Return shipping for a change of mind is paid by the customer, by a ground service for power banks; for a defective, damaged or wrong item, we pay it.
• Where returns go: to the address in our return authorization email. You get it before you send anything, so you can check the shipping cost first.
• Our mistake, a defect or damage: when we need the item back, we pay for the return shipping and send you the instructions. Often we do not need it back at all.

Refunds

• We check every return when it arrives and email you to confirm.
• Refunds go to your original payment method within 5 to 10 business days after we receive and check the return, or after we accept your claim when we do not need the item back. Your bank or card issuer may need a few more days to show it on your statement.
• For each returned item, you get back the price you paid for it, together with any sales tax paid on it. Shipping to you is included in that price, so there is no separate shipping charge to refund. The return shipping of a change of mind is not refunded.
• If a return does not meet the conditions on this page, for example a product that has clearly been used, we email you photos, explain why, and agree with you how it goes back to you.

Cancellations

You can cancel your order at no cost at any time until it ships.

• How to cancel: email us at tourexv@outlook.fr with your order number and "Cancel" in the subject line, as soon as possible.
• What counts is when your email reaches us: if it arrives before your order ships, we cancel the order, even if our reply comes later. We check for cancellation emails before every order leaves.
• Before it ships: we cancel the order and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. We confirm the cancellation by email.
• If it left anyway: if your email reached us before your order shipped but the package still went out, your cancellation stands. Keep the package unopened and write to us: we refund the full amount you paid and tell you what to do with the package.
• If you write after it has shipped: the order can no longer be canceled. It becomes a return: unused items can come back within 30 days of delivery, as described above. Please accept the delivery rather than refuse it: see Refused packages.
• If we cancel: if we cannot ship your order, cannot deliver to the address given, or cannot ship it on time and you choose not to wait, we cancel it and refund you in full. See Shipping delays and your right to cancel.

Lost packages

If the carrier confirms that your package is lost, or it has still not arrived once the carrier's search is over, we reship your order or refund it in full, as you prefer, at our cost. See our Shipping & Delivery policy for what to do if a package is late or marked as delivered but not received.

Gifts and orders for someone else

If someone else ordered NAGI products for you, the same conditions apply, and you can contact us yourself about a defect or damage. A refund always goes to the original payment method of the person who placed the order.

Your rights

This policy is part of our Terms of Sale. It adds to the rights you have under the law of your state and does not limit them.

Questions

Email us at tourexv@outlook.fr. We reply within 2 business days.