Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If something is not right, you have 30 days from delivery to request a return. Please read this policy carefully before initiating a return.

Last updated

April 1, 2025

Return Window Eligibility How to Return Refunds Exchanges Non-Returnable Return Costs FAQ

30-Day Hassle-Free Returns

Return any eligible item within 30 days of delivery — no questions asked for change-of-mind returns. Faulty or incorrect items are covered for the full duration of the legal guarantee (2 years under EU law).

1. Return Window

Change of Mind

30 days from delivery date. Item must be unused, in original packaging with all tags attached.

Faulty / Defective

2 years from delivery under EU Consumer Guarantee. Report within 14 days for fastest resolution.

Wrong Item Sent

30 days from delivery. We cover all return costs and dispatch the correct item at no charge.

The return window is calculated from the date of delivery(confirmed by carrier tracking), not from the order date. For orders with multiple parcels, each parcel's window starts from its individual delivery date.

2. Return Eligibility Conditions

Condition	Change of Mind	Faulty / Wrong Item
Unused & unaltered	Required	Not required
Original packaging	Required	Not required
All tags / labels attached	Required	Not required
Proof of purchase	Required	Required
Photo evidence of fault	Not required	Required
Within return window	Required	2-year guarantee applies

Items returned that do not meet the above conditions may be rejected and sent back to you at your cost, or subject to a restocking fee of up to 15% of the item value.

3. How to Start a Return

Request via Order History

Log in to your account, go to Orders, find the order and click "Return Item". Select the item(s), reason, and preferred resolution (refund or exchange). Submit your request.

Receive Return Authorisation

We will review your request within 1 business day and email you a Return Merchandise Authorisation (RMA) number and a prepaid return label (for faulty / wrong items) or instructions for self-posting (change of mind).

Pack & Ship the Item

Pack the item securely. Write the RMA number clearly on the outside of the parcel. Drop off at any Colissimo, Chronopost, or Mondial Relay point. Keep your proof of postage.

Item Inspection

Once received at our Bordeaux warehouse, items are inspected within 2–3 business days. You will receive an email confirming acceptance or rejection of the return.

Refund or Exchange Processed

Approved refunds are issued within 3–5 business days. Exchanges are dispatched within 2 business days of inspection. You will receive a new tracking number for exchanges.

Returns sent without an RMA number will be refused at our warehouse and returned to sender. Always initiate the return through your account portal before posting.

4. Refunds

Return Reason	Refund Amount	Shipping Refunded?	Processing Time
Change of mind	Full item value	No — original shipping cost is not refunded	3–5 business days
Faulty / defective item	Full item value + original shipping	Yes	3–5 business days
Wrong item sent	Full item value + original shipping	Yes	3–5 business days
Order not received	Full order value + shipping	Yes	5–7 business days after investigation
Partial return	Pro-rata item value only	No	3–5 business days

Refund Methods

Original Payment Method

Refunds are issued to the same card or payment method used at checkout. Bank processing may take 5–10 additional business days depending on your bank.

Euromart Store Credit

Opt for store credit and receive 100% of the refund value instantly upon return approval — no waiting for bank processing.

Bank Transfer

Available for refunds over €200 where the original payment method is no longer valid. Processing time 3–7 business days.

Cash

Cash refunds are not available under any circumstances.

5. Exchanges

Exchanges are available for the same product in a different size, colour or variant — subject to stock availability. To exchange for a different product, you must return the original item for a refund and place a new order.

Same product, different variant

Subject to stock. Dispatched within 2 business days of return approval.

Same product, different quantity

Price difference charged or refunded accordingly.

Different product

Not available as a direct exchange. Return for refund and place a new order.

Gift exchanges

Present the gift receipt. Refund is issued as store credit to the recipient.

If the requested exchange variant is out of stock at the time of return approval, we will issue a full refund. We cannot hold stock for pending exchanges.

6. Non-Returnable Items

The following categories cannot be returned or refunded unless they arrive faulty or damaged:

Perishable goods (food, flowers, plants)

Custom-made or personalised products

Sealed hygiene products once opened (underwear, swimwear)

Digital downloads or software licences once activated

Hazardous materials or chemicals

Gift cards and store credit vouchers

Items marked "Final Sale" or "Non-Returnable" at time of purchase

Assembled or installed products (unless defective)

Products with removed, damaged or altered serial numbers

Bulk wholesale orders (subject to individual supplier agreement)

Even for non-returnable items, your statutory rights under EU Consumer Law still apply for genuinely faulty or misdescribed products. Contact us regardless of the category.

7. Return Shipping Costs

Scenario	Who Pays Return Shipping?	Label Provided?
Faulty / defective item	Euromart — fully covered	Prepaid label emailed
Wrong item sent by us	Euromart — fully covered	Prepaid label emailed
Change of mind (France)	Buyer — standard return cost	No — self-arrange via Colissimo / relay point
Change of mind (EU)	Buyer — standard return cost	No — self-arrange
Change of mind (International)	Buyer — full international return cost	No — self-arrange with tracking required
Order never arrived (lost)	Not applicable — full refund issued after investigation	Not applicable

For international change-of-mind returns, we strongly recommend using a tracked service. Euromart is not responsible for return parcels lost in transit without tracking confirmation.

8. Late Returns & Disputes

Returns received after the 30-day window will generally not be accepted. Exceptions may be considered on a case-by-case basis for orders delayed by carrier issues or force majeure events — contact us with documentation before sending the item back.

If your return is rejected and you believe this is in error, you may escalate the case through:

Our internal disputes team: disputes@euromartsuppliers.com
The European Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr
Your local consumer protection authority or small claims court

Euromart fully complies with the EU Consumer Rights Directive (2011/83/EU) and the EU Sale of Goods Directive (2019/771/EU). You retain all statutory rights irrespective of this policy.

9. Frequently Asked Questions

Can I return an item I bought during a sale or promotion?›

Yes. Sale items are eligible for return under the same conditions, unless explicitly marked "Final Sale" at the time of purchase. The refund will be for the amount actually paid (sale price), not the original RRP.

What if I received a damaged item but did not report it immediately?›

We recommend reporting damage within 48 hours for the fastest resolution, but will consider reports up to 14 days after delivery with photographic evidence. After 14 days, please contact us and we will review on a case-by-case basis.

Can I return a gift without the original receipt?›

Yes. Contact us with the order number (found on the packing slip) and we can verify the purchase. Refunds for gifts are issued as store credit to the recipient.

How do I return a large or heavy item?›

For items over 30 kg or palletised freight, contact our logistics team before initiating a return. We will arrange a courier collection from your address. Do not attempt to self-post oversized items.

What happens if my return is lost in transit?›

If you used our prepaid label (faulty / wrong item returns), we take responsibility for the return transit. If you arranged your own return shipment, you bear the risk — always use a tracked service and keep your proof of postage.

I ordered as a business (B2B). Do the same return rights apply?›

B2B buyers are not covered by EU consumer protection law in the same way. B2B returns are subject to the terms agreed at the time of purchase and the individual supplier's return policy. Contact us for your specific order.

Need help with a return?

Our customer care team is available Monday–Friday, 09:00–18:00 CET.

Contact Support returns@euromartsuppliers.com

This returns policy complies with EU Consumer Rights Directive 2011/83/EU and EU Sale of Goods Directive 2019/771/EU. Last reviewed April 1, 2025. Euromart reserves the right to update this policy at any time; the current version is always published at this URL.