Refund Policy

Refund Policy

Article 1 — Request Period

Any refund request must be submitted within 14 calendar days of the package's reception date, as evidenced by the tracking number. After this period, no requests will be processed.

Article 2 — Eligibility Conditions

To be eligible for a refund, the customer must:

  • Contact our customer service specifying their order number
  • Provide a clear photo or video of the received product justifying the request
  • Precisely describe the reason for the claim

Article 3 — Accepted Reasons

Refunds are granted exclusively in the following cases:

  • Product received with a proven manufacturing defect
  • Product received damaged during transport, with visual proof
  • Product not conforming to the description published on our store
  • Package officially not delivered after 35 business days from the order date

Article 4 — Non-Accepted Reasons

Refund requests are denied in the following cases:

  • Simple change of mind or ordering error by the customer
  • Product used or showing signs of use
  • Request made after the 14-day period
  • Absence of visual proof of the alleged defect
  • Damage caused by improper use of the product

Article 5 — Processing Procedure

After receiving your complete request (email + proof), our team will review it within 48 to 72 business hours. If approved, the refund will be issued within 7 to 10 business days to the payment method used during the order. No credit notes or discount vouchers will be offered as a substitute without explicit customer agreement.

Article 6 — Partial Refund

In certain cases (partially damaged product, damaged packaging but intact product), a partial refund may be offered after evaluation by our customer service.

Article 7 — Right of Withdrawal (EU)

In accordance with European legislation, any consumer has a 14-day period from receipt to exercise their right of withdrawal, without having to justify their decision. In this case only, return shipping costs are the responsibility of the customer. The refund will be processed after receipt and verification of the returned product.