Layla Return & Refund Policy

0. What this policy covers

This policy applies to Layla devices bought directly from us at layla.eco.

If you bought your Layla device on Amazon — in the UK, the EU, the United States, Canada, Mexico or Japan — your return is handled under Amazon's returns policy, through your Amazon account. That policy is set by Amazon, not by us, and in most cases it is more generous than this one.

If you bought from another retailer, contact them first about returns.

Your 2-year Layla warranty applies wherever you bought your device. Section 5 and Annex 2 cover you whether you bought from us, from Amazon, or from another retailer, in any country. If your device is faulty you can always come straight to us.

Which terms apply to you

The last two rows never change. Wherever you are in the world, if your device is faulty you are fully covered, we pay every cost, and there is no fee of any kind.

Full country list in Annex 4.

1. Your legal right to cancel — Tier 1 only

If you live in the EU, EEA, UK or Quebec, you have a legal right to cancel this contract within 14 days without giving any reason.

The cancellation period expires 14 days from the day on which you, or a third party you name who is not the carrier, take physical possession of the goods. Where your order is delivered in more than one instalment, it runs from the day you receive the last item.

To exercise the right to cancel, you must inform us of your decision by a clear statement — an email to returns@layla.eco, a letter by post, or the Cancel my order button in your Layla account. You may use the model cancellation form in Annex 1, but it is not obligatory.

To meet the deadline, it is enough that you send your communication before the cancellation period has expired.

Effects of cancellation. We will reimburse all payments received from you, including the costs of delivery — except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery we offer.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of handling by you beyond what is necessary to establish the nature, characteristics and functioning of the goods. We will always itemise any such deduction and tell you the amount before we process your refund. You can dispute it.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed of your decision to cancel. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.

You must send the goods back without undue delay and no later than 14 days from the day you communicate your cancellation. You will bear the direct cost of returning the goods.

2. Changing your mind — our 30-day promise (Tier 1 and Tier 2)

Separately from Section 1, and on top of it, we give you 30 days from delivery to return any Layla device, for any reason. You don't need to explain why.

If your order arrives in more than one delivery, the 30 days start when the last item arrives.

Checking your device. You're welcome to unbox your device, set it up and pair it with the app to satisfy yourself that it works and is right for your home — as you would examine and try a product in a shop. Doing that never costs you your right to return it. Handling beyond what's needed to establish how the device works may reduce what we refund, and we'll always itemise it and tell you before we process the refund.

What it costs you.

If you're returning part of a larger order, the restocking fee applies per unit returned, and you keep everything you paid for the units you're keeping. If your order included a multi-device discount and you drop below the quantity that earned it, we'll recalculate the remaining items at their normal price and tell you the amount before refunding.

Both the restocking fee and the return shipping cost are shown to you at checkout, before you pay. If we didn't show them to you before you bought, you don't pay them.

None of this applies to a faulty device. If something is wrong with your device, Section 5 applies instead — no restocking fee, no shipping cost, ever.

Packaging. Please send your device back in its original packaging if you still have it — it protects the device in transit and helps us resell it, which keeps your refund whole. If you no longer have it, use any packaging that protects the device properly. We won't refuse your return over this. But if the original packaging is missing and that genuinely reduces the device's value, we may make a deduction, and we'll tell you the amount first.

Please also send back everything else that came in the box: mounts, cables, and any accessories.

Not covered by the 30-day promise:

• Business and trade orders — see Section 9
• Faulty devices — covered by Section 5, which gives you longer and better terms

3. Countries without change-of-mind returns

In Australia, New Zealand, Singapore, Hong Kong and the United Arab Emirates — and in every other country not listed under Tier 1 or Tier 2 in Annex 4 — we do not offer change-of-mind returns. We don't yet have a returns facility in these regions, and shipping a device back across the world costs more than the device is worth.

This does not affect your rights if your device is faulty. Those rights are set out in Section 5, they are unchanged, and they are the same as everywhere else we sell:

• Your device is covered by our 2-year warranty, in full.
• You keep every right you have under the consumer law of your own country. In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law — see Annex 3.
• If your device is faulty, we pay all costs. You will never be asked to pay to have a faulty device put right, and in almost all cases we won't ask you to ship it anywhere.

We tell you this clearly at checkout, before you pay, so you know where you stand before you buy.

If you're unsure whether your device is faulty or you've simply changed your mind, contact us and we'll help you work it out. We would rather talk to you than have you guess.

4. Your App subscription

Your Layla device works on its own. Buying the hardware gives you its core features permanently, including one focus area. There is nothing further to pay to keep your device working, and that doesn't expire. What's included is set out on our App Experience page.

A subscription is optional. It unlocks additional focus areas on top of what your device already does.

How you're billed depends on where you subscribed.

Through the Apple App Store or Google Play: you manage, change or cancel it in your App Store or Google Play account settings. Renewals, billing and refunds are handled by Apple or Google under their own terms. We never receive the payment, so we can't cancel or refund it for you. Contact us and we'll point you to the right place.

Directly with us:

• You can cancel at any time from your account settings, online, in no more steps than it took to subscribe — without calling us, emailing us, or speaking to anyone.
• Cancelling takes effect at the end of your current billing period, and you keep access until then.
• We'll remind you before you're charged: at least 7 days before a monthly renewal, and between 15 and 45 days before an annual renewal. Each reminder tells you the amount, the date, and how to cancel.
• If you're in the EU, EEA, UK or Quebec, you have the same 14-day legal right to cancel a new subscription as set out in Section 1.

If you start with a free trial. We tell you before you sign up how long the trial lasts, what you'll be charged when it ends, and how often. We'll email you at least 3 days before your free trial ends, reminding you of the date, the amount, and how to cancel. You can cancel at any point during the trial from your account settings and you won't be charged anything.

Returning your device does not cancel your subscription. If you've returned your hardware and no longer want the subscription, please cancel it so you aren't charged again.

5. Faulty, damaged or misdescribed devices — everywhere, no exceptions

This is separate from Sections 1, 2 and 3, and it gives you more. It applies identically in every country we sell to, and whether you bought from us, from Amazon, or from another retailer.

If your device is faulty, arrives damaged, stops working as it should, or doesn't match how we described it, you're entitled to a repair, a replacement, or a refund. We pay every cost involved. There is no restocking fee and no shipping charge of any kind.

How it works:

1. Tell us what's happening. Email support@layla.eco or use the app.
2. We'll diagnose it with you. Most faults can be identified remotely using the app's diagnostics, along with photos or a short video. This is quicker for you than shipping anything.
3. We put it right. We'll repair the device, send you a replacement, or refund you. In most cases we won't ask for the faulty device back at all. If we do need it, we arrange the shipping and we pay for it, in both directions.

If we ask for a device back and it turns out not to be faulty, we'll tell you what we found and explain why. We'll return it to you at our cost or, with your agreement, recycle it. We do not charge an inspection or no-fault-found fee.

Our 2-year warranty. Every Layla device comes with a commercial warranty of 2 years, running from the day it is delivered, free of charge, in every country we sell to. It covers faults in materials, manufacturing or design. Full terms are in Annex 2, which we also send you by email when you buy.

This warranty is in addition to your legal rights and does not affect them. You have rights under the consumer law of your own country, set by your government rather than by us. In many countries those rights last at least as long as our warranty, and in some they last longer. Nothing here limits them.

6. Orders that don't arrive, or arrive damaged

Until your order is physically in your hands, it's our responsibility, not the courier's.

If your parcel doesn't arrive, arrives damaged, or is missing items, tell us and we'll replace it or refund you. You don't need to pursue the courier yourself.

7. Refunds

When.

• Tier 1: within 14 days of the day you tell us you're cancelling or returning. We may hold the payment until your device reaches us, or until you show us proof you've sent it — whichever happens first. Once one of those happens, we refund you straight away.
• Tier 2: within 14 days of your device arriving with us and being checked.
• Faulty devices, all tiers: within 14 days of us confirming the fault — usually the same day we finish diagnosing it with you.

How much. The price you paid, less any restocking fee and any itemised deduction that applies to you under Section 2. In Tier 1, we also refund the delivery cost we originally charged you, up to the cost of the least expensive standard delivery option we offer.

Return shipping. On a change-of-mind return you arrange and pay for return shipping. We recommend a tracked service — proof of postage lets us release your refund sooner. If your device is faulty, Section 5 applies instead and we pay.

How. Back to your original payment method. If that method has closed, contact us and we'll agree another way to get your money to you. No fee.

8. How to return something (Tier 1 and Tier 2)

1. Tell us. Email returns@layla.eco, or use the Cancel my order button in your Layla account. Any clear message saying you want to return the device is enough — you don't have to use our form or wait for a reference number.
2. We'll confirm. You'll get an email within one working day acknowledging your request, with the address to send your device to.
3. Send it back. Within 14 days of telling us.
4. We refund you. See Section 7.

Where to send it. We have return points in the European Union, the United Kingdom and the United States. We'll tell you which one to use — normally the closest to you.

Before you send it back, please factory-reset your device and unpair it from your account so your data is removed. If you can't do this for any reason, send it anyway and tell us — we'll handle it at our end. It will never affect your refund.

What we do with your data. When a device reaches us we securely erase any data still on it before it is refurbished, resold or recycled. We do this whether or not you managed to reset it yourself. See our Privacy Policy for how we handle your information generally.

9. Business and trade orders

The rights in this policy are consumer rights. They apply to individuals buying for themselves, not to businesses.

If you're buying as a company, property manager, hospitality operator, or any other business, this policy — including the 14-day cancellation right and the 30-day change-of-mind promise — does not apply to your order. Your order is governed by the quotation, order form or agreement under which you bought from us, together with anything applicable law implies into business sales. There is no change-of-mind return on business orders.

The 2-year warranty in Annex 2 still covers every device you buy, however many and wherever you are.

You tell us whether you're buying as a business at checkout. If you're unsure which terms govern your order, contact us and we'll confirm in writing.

10. Fair use of this policy

This policy is written to be generous, and almost everyone uses it in good faith.

We reserve the right to decline service where there's clear evidence of abuse — for example repeatedly buying and returning the same device, or returning a different item from the one bought. We'll always explain our reasoning, and this never affects your statutory rights, your rights over a faulty device, or an individual return made in good faith.

11. Contact

Returns: returns@layla.eco · Support: support@layla.eco · General: hello@layla.eco

Phone: +1 310 309 7064

Seller and guarantor

LaylaElectric, Inc., a corporation incorporated in Delaware, USA

730 Arizona Ave, Santa Monica, CA 90401, USA

Delaware file number 6327051 · EIN 87-3245461

Seller of record in every market we sell to, including Germany and Spain, and guarantor of the 2-year warranty in every country — see Annex 2.