Returns Policy
Last updated: 21/07/2026
1. Purpose of this Policy
This Returns and Refunds Policy sets out the conditions applicable to Product returns and refunds for Customers who have placed an order on the BALAXX Website.
It clearly distinguishes between:
- returns under the statutory right of withdrawal;
- returns of Products with a defect or non-conformity under the statutory warranties;
- other specific situations that may concern an order.
The consumer's legal rights remain applicable in all cases.
2. Returns under the right of withdrawal
In accordance with Articles L. 221-18 et seq. of the French Consumer Code, the consumer has a statutory period of fourteen (14) days from receipt of the Product to exercise their right of withdrawal, without having to justify their decision.
When an order includes several Products delivered separately, the period runs from the receipt of the last Product.
The Customer must notify their decision to withdraw before the expiry of the statutory period of fourteen (14) days.
After notifying their decision, the Customer has an additional period of fourteen (14) days to return the Product.
The product must be returned to the address that will be communicated by customer service following the withdrawal request.
The Customer is advised to use a shipping method that allows for proof of shipment and return tracking.
3. Condition of the returned Product
The Customer may handle the Product to the extent necessary to examine its nature, characteristics, and proper functioning.
However, the Customer may be held liable for any depreciation of the Product resulting from handling beyond what is necessary for such examination, under the conditions provided by law.
The mere fact that a Product has been opened or handled does not automatically deprive the Customer of their right of withdrawal.
Exceptions to the right of withdrawal can only be applied when a statutory exception is actually applicable to the Product and the situation concerned.
4. Return costs
When exercising the right of withdrawal, the direct costs of return are generally borne by the Customer, unless:
- the Seller agrees to bear them;
- or when the law requires them to be borne by the Seller.
The Customer is informed of the conditions applicable to the return at the time of their request.
5. Refund after withdrawal
When the Customer validly exercises their right of withdrawal, the Seller refunds the sums due in accordance with the applicable legislation.
The refund includes the sums paid for the Product as well as the standard delivery costs initially paid by the Customer.
Additional costs resulting from the Customer's express choice of a more expensive delivery method than the standard delivery method are not necessarily refunded.
The refund is made no later than fourteen (14) days from the date on which the Seller is informed of the Customer's decision to withdraw.
However, for a sale of Products, the Seller may defer the refund until the Product has been recovered or until the Customer provides proof of shipment of the Product, the date taken being the earlier of these events.
The refund is made, in principle, using the same payment method as that used for the initial transaction, unless the Customer expressly agrees to another payment method that does not incur any costs for them.
6. Return of a defective or non-compliant Product
The return of a Product with a defect, non-conformity, or a problem covered by a legal warranty is distinct from the right of withdrawal.
The Customer may contact customer service to report the problem encountered.
To allow for the examination of the request, the Customer may be asked to provide:
- their order number;
- a precise description of the problem;
- photographs or videos of the Product when useful;
- any other element necessary for the examination of the request.
The Seller may request the return of the Product when such examination is necessary to determine the reality, nature, or origin of the defect.
When the legal warranty of conformity is applicable, the costs necessary for conformity are covered in accordance with the applicable legal provisions.
The Product may, depending on the conditions provided by law and the nature of the defect, be repaired or replaced.
When repair or replacement is impossible, refused, not carried out under the conditions or within the deadlines provided by law, or when the other legal conditions are met, the Customer may benefit from a price reduction or termination of the contract, in accordance with the applicable provisions.
Therefore, the Customer does not automatically benefit from a refund for every problem reported: the solution depends on the nature of the problem, the applicable legal warranty, and the conditions provided by law.
7. Damaged Product or problem found upon receipt
If the Customer finds that the Product received is damaged, different from the one ordered, or has an apparent problem, they are invited to contact customer service as soon as possible.
The Customer may provide photographs or videos showing the condition of the Product and the package.
This step facilitates the processing of the request but does not deprive the Customer of their legal rights.
The Customer's rights under the legal warranties are not conditional on sending photographs or immediately reporting the problem upon delivery when the law does not impose such a condition.
8. Return request procedure
All return requests must be addressed to customer service at the contact details indicated on the Website.
The Customer must, when necessary, indicate:
- their name;
- information allowing the order to be identified;
- the reason for their request when necessary for processing the request;
- the nature of the problem encountered, if applicable.
The Customer must not return a Product to an address that has not been communicated or confirmed by customer service.
The return address may vary depending on the nature of the request and the applicable logistics processing.
9. Refund after receipt of return
When a refund is due, it is made in accordance with the deadlines and conditions provided by applicable legislation and these terms.
The refund may be deferred in cases where the law authorizes the Seller to await the recovery of the Product or the receipt of proof of shipment.
When the return is made under a legal warranty, return costs and refund procedures are handled in accordance with the Customer's legal rights.
10. Exclusions and limitations
No provision of this Policy may have the effect of limiting or excluding the legal rights of the consumer.
The provisions relating to the right of withdrawal cannot be used to limit the Customer's rights under the legal warranty of conformity or the warranty against hidden defects.
Similarly, the conditions applicable to legal warranties cannot be used to remove the right of withdrawal when it is legally applicable.
In the event of a contradiction between this Policy and a mandatory applicable provision, that legal provision shall prevail.
11. Contact
For any request concerning a return, refund, or legal warranty, the Customer may contact customer service at the contact details indicated on the Website.
The Customer is advised to keep proof of shipment and correspondence relating to their request until it is fully resolved.
This Policy supplements BALAXX's General Terms and Conditions of Sale.