You have a period of 30 calendar days from the date of receipt of your order to return a product that does not meet your expectations.
To be eligible for a refund, returned products must meet all of the following conditions:
- Must not have been worn or used.
- Must show no signs of wear, damage, or dirt.
- Must be returned in their original packaging, complete (accessories, instructions, etc.) and in perfect condition.
- Must be accompanied by a copy of the invoice.
To avoid any damage during transport, items must be carefully protected in a rigid cardboard box. Any incomplete, damaged, or dirty product cannot be refunded.
Damaged or Non-Compliant Items Upon Delivery
If you receive a defective or damaged product, we strongly recommend contacting our customer service within 48 hours at: service-client@etrier.eu and attaching photos of the issue.
To allow us to offer the most suitable solution (exchange, repair, or refund), please do not initiate an automatic return request on the website for a defective product before receiving approval from our after-sales service.
Return Procedure
Option 1: Free Return via Mondial Relay (Mainland France)
Returns are free if you use our automated return process:
- Log in to your customer account on etrier.eu.
- Go to the "Order History" section and select the relevant order.
- Click on the "Return Request" button.
- Select the item(s) you wish to return.
- Choose a return reason, add a comment if necessary, and confirm.
- You will then be able to print your return label.
- Attach the label to your parcel and drop it off at the Mondial Relay point of your choice.
Use of this label is mandatory to benefit from free returns. Without it, no refund of shipping costs may be claimed.
Option 2: Return at Your Own Expense
If you do not wish to use Mondial Relay, return shipping costs are at your expense. Please send your parcel to the following address:
REFLEX - Etrier.eu
Parc d'activités de la Verte rue
432 Allée des Prêles
59270 Bailleul (FRANCE)
Refund Following a Return
Processing Time and Terms
- Processing: You will be refunded within 14 days from the shipping date of your return parcel.
- Payment method: Refunds are issued exclusively to the payment method used for the purchase. No exchanges or store credits are offered.
Proof of Shipment and Disputes
- Mondial Relay: You must keep the proof of parcel drop-off provided by the relay point. In the event of a dispute, this document will be required to validate your refund.
- Personal shipment: If you return the parcel using your own carrier, Etrier.eu declines all responsibility in the event of loss by your carrier. It will be your responsibility to file a claim with the carrier to obtain compensation.