Exchange & Return Policy

1. Right of Withdrawal

In accordance with Article L221-18 of the Consumer Code , customers have a period of 14 days from the effective receipt of the product to exercise their right of withdrawal.

⚠ Attention : This period begins from the date on which the customer physically takes possession of the product (and not from its arrival at the collection point if not collected immediately).

All return requests must be made within this 14-day period.
via our returns portal.

2. Return Conditions

Only products that strictly adhere to the following conditions will be accepted for return:

✅ Product condition :

• The product must be unwashed, unused , without any odor or trace of use.
• It must be returned in its original packaging, including all accessories (labels, protective materials, instructions, etc.).
• Any product that has been worn or damaged will not be refunded or exchanged.

🚨 Cases where the return is not accepted :

• Product has been opened, worn, and returned crumpled/wrinkled.
• Original packaging missing, damaged, or incomplete.
• Presence of stains, signs of wear, odors (perfume, perspiration, etc.).
• Damaged or incomplete product (excluding defects noted upon receipt).

3. Product Inspection Upon Return

📦 Upon receipt of the returned product, a rigorous quality control check will be carried out by our team.

• If the product meets the requirements :
  ➝ The customer will be able to choose between an exchange, a credit note valid on the store, or a full refund .

• If the product does not meet our criteria (damage, missing packaging, signs of use, etc.):
  ➝ No refunds, exchanges, or credit notes will be given. The product may be returned to the customer at their expense.

4. Return Fees

💰 The cost of the return depends on the reason for the return :

• Defective product or error on our part → Return shipping costs are covered by our service, or a new product may be shipped without the need for a return, depending on the circumstances. The customer may be eligible for a full or partial refund, or an exchange.
  
  
• Any other reason (return, size error, wrong model, etc.) → Return shipping costs are the responsibility of the customer.
  • Customers outside France can generate a return label at their own expense.
  • Customers will need to use our returns portal through which they can announce their return, and ship the product to be returned or exchanged at their own expense.
    

📌 No refund of initial shipping costs will be made in the event of a cancellation.

5. Return Procedure

CLIENT IN FRANCE:

1️⃣ Go to the returns portal accessible in the footer menu
2️⃣ Follow each step of the protocol.
3️⃣ Ship the product within 14 days after acceptance of the return, to the address that will be provided.
4️⃣ Once the product has been received and inspected, we will inform the customer by email of the acceptance or refusal of the refund .

PRODUCT DEFECTS:

1️⃣ Contact customer service at retromuscle.help@gmail.com with the order number, photos and an explanation of the problem.
2️⃣ Wait for validation from our service before shipping the return.
3️⃣ Ship the product within 14 days after acceptance of the return, to the address that will be provided.
4️⃣ Once the product has been received and inspected, we will inform the customer by email of the acceptance of the return.

👉 Any unauthorized or late return will be refused.

Every return sent to our warehouse MUST be declared through the returns portal.
Without a return note printed from our returns portal, no return/refund can be accepted.

Address :

Kuehne+Nagel Bât3 BIGBLUE REMU
Avenue Louis Renault - Building 3 - Cell 5
Val Bréon development zone
77610 CHÂTRES, FR

6. Exceptions to the Right of Withdrawal

⛔ No returns or refunds will be accepted for the following items, in accordance with legal provisions:

• Custom-made or made-to-measure products.
• Hygiene products and underwear (except in undamaged sealed packaging).
• Downloadable or digital articles.

📌 Items on promotion or sale are subject to the same return rules as items at normal price, unless otherwise specifically stated on the product page.

7. Reimbursement Deadlines

If a refund is approved, it will be issued within 14 days of receipt and validation of the return , via the original payment method.

👉 We are not responsible for bank processing delays after the refund has been issued.

🚨 In case of non-compliant return, no refund will be issued and the product may be returned to the customer at their expense.

8. Return Security

📦 For any return valued over €75 , we strongly recommend:

• To use a shipment tracking service.
• To take out parcel insurance.

We cannot be held responsible for packages lost or damaged during return shipping.

9. Customs Fees and Refusal of Delivery

Customs fees, local taxes, import or processing fees applied upon arrival of the package in the destination country are the sole responsibility of the customer , unless expressly stated otherwise.
These fees are not included in the displayed price or in the delivery charges.

For any shipment to a country located outside the European Union, the customer is informed that they may be liable for customs clearance fees upon receipt of the package.
The amount of these fees is set by the local customs authorities and cannot under any circumstances be anticipated, modified or refunded by the seller.

Customs refusal to pay / refusal to accept

In the event of refusal to pay customs fees, refusal to accept the package, willful absence during delivery, or any action preventing delivery of the package related to the payment of these fees:

• the order is considered refused by the customer ;

• The carriers and customs services will proceed with the destruction of the package .

Consequences for reimbursement

• If the package is abandoned or destroyed by customs or postal services due to customer refusal, no refund can be claimed , whether for products, delivery charges or any other amount.
  

It is the customer's responsibility to check the customs regulations in their country before placing any order. Customs clearance and payment of any associated charges are also their responsibility.

10. Package not received / Unclaimed

If the customer is absent at the time of delivery, or if the package is made available at a collection point (parcel relay, post office, etc.), it is the customer's responsibility to collect the package within the time limits indicated by the carrier .

If the package is returned to the seller due to non-receipt, non-claim or expired deadline, the order will be considered abandoned by the customer .

• A partial refund may be issued upon receipt of the returned package, less shipping costs, return shipping costs, and any potential depreciation of the product .

• No refund will be issued if the package is lost, damaged or destroyed due to non-collection by the customer , unless there is proof of fault attributable to the seller or the carrier.

The customer is required to provide a complete and accurate delivery address, and to follow the tracking information provided to ensure proper receipt of their order.

11. Address Errors, Incomplete Address, or Relay Point Not Selected

The customer is responsible for providing a complete, accurate and valid delivery address , including, where necessary, all information essential for successful delivery (intercom name, building number, correct postal code, telephone number, etc.).

When the delivery option to a collection point is chosen, it is up to the customer to correctly select a valid collection point .
Any omission to select, incorrect selection or selection of a saturated/invalid relay point will be considered an address error attributable to the customer.

📌 In case of an error in the address provided by the customer (at the time of ordering)

This includes:

• Incomplete or incorrect address

• Incorrect postal code or city

• Name missing or not provided upon delivery

• Missing number

• Incorrect selection of collection point

• Failure to select a collection point when required

• Insufficient information preventing delivery

The carrier will be able to:

• Return the package to the sender if possible.

• automatically select a collection point close to the postal address provided by the customer,
  
  

• or drop the package off at a sorting center,

• or consider delivery impossible.

• or declare the package lost or destroyed according to its procedures.

⚠️ Consequences for reimbursement

In case of an address error attributable to the customer:

• No refund will be issued if the package is not returned to us , whether for products, delivery charges or any other amount.

• The return of the parcel is never 100% guaranteed : some carriers do not return parcels containing addressing errors or incorrect relay point, some relay points keep or steal unclaimed parcels, some unclaimed returns get lost in sorting centers.

• If – and only if – the package is returned to us, a partial refund can be issued, after deduction of :

  • initial shipping costs,

  • fees charged by the carrier for non-delivery, return or relabeling,

  • and any possible degradation of the product during transit.

Any additional charges billed by the carrier in this context will be automatically deducted from the refunded amount.

📌 No parcels will be resent to a new address

In case of an address error, a A new shipment to an address can be made free of charge if the order amount is greater than €150 if the customer is in France.

For orders under €150 or outside France, the customer will have to place a new order if necessary.

The customer acknowledges being fully responsible for the delivery information provided at the time of ordering.

12. Gift cards

Gift cards purchased on our site are neither exchangeable nor refundable , even in the event of non-use, loss, theft or expiration.

Gift cards are valid for 5 years from the date of purchase, exclusively on our online store.

In the case of digital gift cards (sent by email), the customer acknowledges and accepts that their activation begins immediately after purchase. By confirming their order, the customer expressly waives their right of withdrawal , in accordance with Article L221-28 of the French Consumer Code .

Gift cards cannot be exchanged for cash, used to purchase other gift cards, or be eligible for a full or partial refund, including under the right of withdrawal.