Exchange & Return Policy

1. Right of Withdrawal

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

⚠ Please note : This period starts from the date on which the customer physically takes possession of the product (and not from its arrival at the relay point if not collected immediately).

Any return request must be made within this 14-day period.
via our return portal for French customers.

Or by contacting our customer service by email at retromuscle.help@gmail.com for customers outside France.

2. Return Conditions

Only products that strictly comply with the following conditions may be accepted for return:

✅ Product condition :

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

🚨 Cases of non-acceptance of the return :

• Product having been opened, tried, unfolded .
• Original packaging missing, damaged, or incomplete.
• Presence of stains, signs of wear, odors (perfume, perspiration, etc.).
• Damaged or incomplete product (excluding defect noted upon receipt).

👉 If the packaging is damaged but the product is compliant, a processing fee of €10 will be deducted from the refund.

3. Product Control on Return

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

• If the product meets the requirements :
  ➝ The customer can choose between an exchange, a credit note valid in 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 credits will be granted. The product may be returned to the customer at their expense.

4. Return Costs

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

• Defective product or error on our part → Return costs are covered by our service. The customer will be entitled to a full or partial refund, or an exchange.
  
  
• Any other reason (withdrawal, size error, model error, etc.) → Return costs are the responsibility of the customer.
  • Customers outside France can generate a return slip at their own expense.
  • Customers located in France should use our return portal through which they can pay their return costs, which are calculated according to our carriers' rates.
  • The refund fee includes the return label as well as the return logistics labor (all inclusive fees vary from €7 to €15 depending on the weight and location of the sender)
  • The exchange fees include the return label as well as the reshipment label to the Mondial Relay collection point.

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

5. Return Procedure

CUSTOMER IN FRANCE:

1️⃣ Go to the return 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 communicated.
4️⃣ Once the product is received and inspected, we will notify the customer by email of the acceptance or refusal of the refund .

CUSTOMER OUTSIDE FRANCE:

1️⃣ Contact customer service at [email address] with the order number and the reason for the return.
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 communicated.
4️⃣ Once the product is received and inspected, we will notify the customer by email of the acceptance or refusal of the refund .

👉 Any unauthorized return or return made after the deadline will be refused.

6. Exceptions to the Right of Withdrawal

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

• Customized or made-to-measure products.
• Hygiene products and underwear (except intact sealed packaging).
• Downloadable or digital articles.

📌 Items on sale or on sale are subject to the same return rules as regular priced items, unless otherwise specifically stated on the product page.

7. Reimbursement Deadlines

If a refund is validated, it will be made within 14 days after receipt and validation of the return , via the initial payment method.

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

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

8. Return Security

📦 For any return worth more than €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 transport.

9. Customs Charges and Refusal of Delivery

Any customs fees, local taxes or import charges are the sole responsibility of the customer and are not included in the displayed price or delivery charges, unless expressly stated otherwise.

In the event of shipment to a country outside the European Union, the customer is informed that they may be liable for customs clearance fees upon receipt of the package. These fees are determined by the customs authorities of the destination country and cannot be anticipated by the seller.

In the event of refusal to pay customs fees or refusal to receive the package for any other reason , the order will be considered refused by the customer.

• If the package is returned to the seller, a partial refund may be issued, less shipping and return costs and any possible loss in value of the product.

• If the package is lost, abandoned or destroyed due to refusal to pay customs fees, no refund can be requested.

It is the customer's responsibility to find out about the customs regulations in force in their country before placing any order.

10. Package not received / Unclaimed

If the customer is not present 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 timeframe indicated by the carrier .

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

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

• No refund can be claimed 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. 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 execution begins immediately after purchase. By validating their order, the customer expressly waives their right of withdrawal , in accordance with article L221-28 of the Consumer Code .

Gift cards cannot be exchanged for cash, used to purchase other gift cards, nor can they give rise to a full or partial refund, including under the right of withdrawal.