Delivery and return
DELIVERY
In France, with the Colissimo service, the (indicative) delivery times to homes and relay points are 48 hours (2 working days for deliveries to mainland France, including Corsica and Monaco)
For delivery to Europe, please allow 3 to 5 days delivery time.
For international delivery, please allow 5 to 8 days for delivery.
When your order is ready, you will systematically receive a shipping confirmation email containing your tracking number.
Customs fees may apply depending on your geographic location.
RIGHT OF WITHDRAWAL
You have 14 days (from the day of delivery) to change your mind following your purchase. The withdrawal form must be sent to us by post to inform us and return the product. Once the form has been received by us, you have 14 days to send us the product. (ATTENTION) this right of withdrawal is only applicable if the prosthesis has not been used and has remained vacuum-sealed (article L221-28 of the Consumer Code). The vacuum-sealed bag containing the prosthesis must always be sealed. (see returns article)
RETURNS
Our policy lasts 30 days. If more than 30 days have gone by since your purchase, unfortunately we cannot offer a refund or exchange.
To be eligible for a return, your item must be unused and in the condition you received it. It must also be in its original packaging.
The return of certain types of goods is not permitted. For example, we do not accept the return of prostheses whose vacuum-sealed pouch has been opened for health and hygiene reasons.
To complete your return, we require a receipt or proof of purchase.
A refund may be granted only if the vacuum bag containing the prosthesis has not been opened.
Once the return has been received and inspected to determine if the sealed bag has not been opened, an email will be sent to you to inform you that The returned item has been received. You will be notified if the refund is approved or declined.
If approved, your refund will be processed and your credit card or original payment method will be automatically credited within a few days.
Please note: A refund cannot be made under these conditions*:
* Any item not in its original condition, is damaged or missing parts for a reason not due to our error will not be eligible for a refund.
* Any item in the provided vacuum bag that is opened
* Any item that is damaged during transport, Exoogen cannot assume this responsibility.
* Any item returned more than 30 days after delivery
Refunds (if applicable)
* Any item lost by transport services (loss of parcels by different parcel transports is not our responsibility)
Delayed or missing refunds:
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often a processing time before a refund is posted.
If you have completed all of these steps and still have not received your refund, contact us at the following address: exoogen.store@gmail.com.
Items on sale or on promotion:
Only regular priced items are refundable.. Unfortunately, items on sale or on promotion (promo code) are not.
Exchanges:
Only items that are initially defective or damaged may be replaced. If you need to replace yours with the same item, please email us at exoogen.store@gmail.com et Send your item to the following postal address: 2 rue du port, Boussens, Haute-Garonne, 31360, France.
You are responsible for the shipping costs associated with returning your item. They are non-refundable. If you receive a refund, the cost of return shipping will be deducted.
Depending on where you live, the time it may take for you to receive your exchanged product may vary.
If you are shipping an item over €75, we recommend using a trackable shipping service or insuring your shipment. Receipt of the returned item cannot be guaranteed.