Refund policy
Last updated: 2 November 2026
Returns and cancellations
Whether an item can be returned depends on the items in your order.
Where returns are accepted, items must be returned in the condition in which they were received, unworn or unused, with their labels and in their original packaging, or in accordance with the return instructions. We may reduce the refund if the item has been used, damaged or handled more than necessary.
For orders delivered in France, you can request a return within 14 days of delivery of the last item in your order. For orders delivered to the other European Union countries we serve, we offer a commercial return period of 30 days from delivery of the last item in your order.
Return shipping costs are borne by the customer.
You can request the cancellation or removal of items from your order until they have been processed.
How to request a return or cancellation
Acceptance of return or cancellation requests depends on the conditions above and on your rights under applicable law.
To start a return or cancellation request, log in to your account: https://account.nettoyage.shop. If you ordered without creating an account, enter the email address used for your order.
If your return is approved, we will send you instructions on how and where to send your parcel.
Items sent back without a prior return request will not be accepted.
Damaged items and issues
Please check your order on receipt and contact us immediately if an item is defective or damaged, or if you received the wrong item.
Exceptions and non-returnable items
Some items may not be eligible for return, as stated in the return conditions above, on the product page, on the website or in store at the time of purchase.
Contact us if you have questions about whether a particular item can be returned.
Exchanges
Contact us about exchange options before returning your item.
Returns and cancellations in the European Union
Our commercial return period is 14 days for orders delivered in France and 30 days for orders delivered to the other European Union countries we serve, from delivery of the last item in your order. These commercial terms do not limit your applicable legal rights.
After informing us that you wish to cancel, you must return the goods within 14 days.
We will refund eligible cancelled orders within 14 days of receiving your cancellation request. However, we may withhold the refund until we have received the returned goods or proof that they have been sent.
For eligible cancellations, we will refund the product price and the standard delivery charges, if you paid for delivery. We are not required to refund any extra amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above. To request a cancellation, contact us.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, the refund will be made to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and show the refund.
If your refund does not appear within a reasonable time after approval, contact us.
This policy does not limit any of your rights under applicable consumer protection laws, in particular if the goods are defective, do not match their description, are not delivered within the required or agreed time, or otherwise do not comply with applicable law.
Contact
To request a cancellation, start a return, ask a question about a return or exchange, or report damaged items, contact us at contact@nettoyage.shop.