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Last updated: June 21, 2026
Contact us through the Contact page before shipping a product back. We will confirm whether the return is accepted, the address to use and the instructions to follow. A return sent without prior instructions may not be accepted by our logistics process.
For orders delivered in France, you have the legal right of withdrawal for 14 days from receipt of your order, except where an exception applies by law. So that we can process the request within our logistics partner procedure, contact us within this period before sending anything back.
The product must be returned complete, clean, undamaged and with its accessories. The original packaging should be kept whenever possible, as it forms part of the return review by the logistics partner. You may inspect the product reasonably, as you would in a store; use beyond this check or any damage that reduces its value may lead to a deduction or, if the return cannot be accepted, reshipment at your cost after notice.
When the return is accepted, the parcel must be shipped within the deadline stated in our instructions, generally within 15 calendar days after our approval, to remain compatible with the logistics partner return process.
For a change of mind or withdrawal, return shipping costs remain the customer's responsibility unless we expressly confirm that a prepaid return solution is available for your case. Do not return the product without instructions, as an out-of-process return may not be accepted.
If your RackMate arrives damaged, incomplete or does not match your order, contact us as soon as possible with your order number and photos or videos of the parcel, packaging and product. After review, we will offer the appropriate solution: replacement, refund, organized return or another correction.
The refund is issued to the original payment method after receipt and inspection of the accepted return, or after validation of an issue when a return is not required. The time for the refund to appear may vary depending on your bank or payment provider.
This policy does not limit your legal rights, including the right of withdrawal and the legal guarantees applicable to consumers.
