Refund policy

Refund policy (08/15/22)

The customer acknowledges having read the GTC before consulting the refund page. The terms "we", "us" and "the Seller" refer to EXO MEDICAL.

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The Customer has a legal retraction period of 14 days from the date of receipt of the Products. Return shipping costs are at the customer's expense.

To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in its original packaging.

We cannot exchange or refund a product that has been offered. We cannot take back the following products if you have unwrapped them:

• Products that cannot be remarketed for hygiene reasons: skin contact, hair contact, dental hygiene (toothbrushes, dental jets, etc.), headphones and earphones.

Strikes, health crises or any other force majeure event are external events beyond our control. EXO MEDICAL.
cannot be held responsible for any disruption to parcel delivery during this type of event.

No request for reimbursement can be accepted on the grounds of delay, for an order that is less than 59 days late. The customer agrees to take the necessary steps to anticipate delivery delays by ordering in good time.

It is possible to be reimbursed without having to return the order as long as it has not been dispatched, i.e. as long as the tracking number has not been allocated. Once the order has been dispatched, reimbursement will take place once the Customer has returned the order by traceable parcel, and received it by the Vendor.

If the letterbox is too narrow, or if the independent deliverer chooses to do so, the parcel can be collected from a local post office or post office drop-off point. Once proof of delivery has been received, the parcel must be collected within 7 days before being returned. The Vendor cannot be held responsible for a parcel returned for failure to collect within the specified time. The order cannot be returned free of charge if the secure delivery method was not selected at the time of purchase. In this case, the returned order must be given a tracking number to prevent loss, sent by e-mail by the customer to the seller after obtaining information from La Poste.

The Vendor undertakes to exchange or reimburse any Product found to have hidden defects, defects in conformity resulting from packaging, or quality problems during normal use of the Product, in accordance with Articles L.217-4 to L.217-14 of the French Consumer Code. Refunds will be made, according to the purchaser's choice, via the payment method chosen at the time of payment, or in the form of a credit note to be used on the site for 6 months. In this case, the Seller will bear the cost of return shipment. The Buyer may not cancel the sale if the lack of conformity is minor.

In accordance with the legal provisions in force relating to the conformity of the goods to the contract or to hidden defects, defective Products (through no fault of the Buyer) or not corresponding to the order will be reimbursed or exchanged at the Buyer's discretion. Products must be returned in the condition in which they were received, with all components (accessories, instructions, etc.) in packaging that allows them to be transported in good condition.
These guarantees are without prejudice to the right of withdrawal set out in article 4. Under the terms of the legal warranty of conformity, the Buyer:
- has a period of two years from the date of delivery of the goods to take action;
- may choose between repair or replacement of the goods, subject to the cost conditions set out in article L. 217-9 of the French Consumer Code;
- does not have to prove the existence of a lack of conformity of the goods during the six months following delivery of the goods.

The legal warranty of conformity applies independently of any commercial warranty that may cover the Product. It is reminded that the Buyer may decide to implement the warranty against hidden defects of the thing sold within the meaning of Article 1641 of the Civil Code, and that in this case, he may choose between rescission of the sale or a reduction in the sale price in accordance with Article 1644 of the Civil Code.

For returns and inquiries relating to this section, please first contact Customer Service or consult our GTC. Any return by the customer involving external postal charges will not be covered by the Vendor unless he has been informed in advance.

In the event of a model or Product error during order preparation, the Vendor undertakes to exchange the Product. The costs of return and reshipment will be borne by the Vendor.
The Customer has a statutory right of withdrawal of 14 days from the date of receipt of the Products. Return shipping costs are at the Customer's expense.

Any appliance whose main parts have been dismantled cannot be returned or reimbursed. On receipt of the parcel, the Vendor will check that the Products are in perfect condition (packaging, accessories and instructions, etc.).

If the order is not collected within the allotted time despite a delivery notice from La Poste, it cannot be returned if the secure delivery method was not selected at the time of purchase.

In the event of a unit problem or defect, here's the procedure to follow:

1. Please provide high quality photographic proof of all products received within 14 days of delivery.

2. Please provide high quality photographic/video evidence of the problem within 14 days of delivery. Alternatively, you can provide an official damage report from the post office if the outer packaging of your order has been damaged or unsealed.

3. The photos provided must clearly show the shipping label on the package, which includes the weight of the package and its tracking number.

 

The return form is available on the contact page. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept intimate or sanitary products, hazardous materials or flammable liquids or gases.

To complete your return, please include your name and order number.
If you have not yet received a refund, please check your bank account again.
Next, contact your credit card company, as it may take some time before your refund is officially issued. Then contact your bank. There is often processing time before a refund is posted.
If you've done all this and still haven't received your refund, please contact us at contact@exomedical.fr