Effective date:
How long does delivery take?
Orders are prepared within 1–2 business days. Delivery within metropolitan France then takes 3–5 business days. You receive a tracking number by email as soon as the parcel is dispatched.
Is delivery free?
Yes. Delivery is free for all orders within metropolitan France, with no minimum order value.
What payment methods do you accept?
Visa, MasterCard, and PayPal.
Can I return a product?
Yes. You have 14 days from receipt of the product to exercise your right of withdrawal, without giving a reason. If the return is due to a product defect, Prosenix pays the return shipping costs. If the return is without a defect-related reason, you pay the return shipping costs.
How do I request a return?
Email info@prosenix.com with your order number and the reason. We confirm eligibility within 1 business day and provide the return address.
When will I be refunded?
After we receive the returned parcel, we inspect the product within 1–2 business days and issue the refund. The time for the refund to appear depends on the payment method: PayPal usually 1–3 business days, and card up to 8 business days after the refund is issued. You are notified by email as soon as the refund is issued.
What if my parcel arrives damaged?
Contact us within 48 hours at info@prosenix.com with photos of the parcel and product. Depending on the case, we will send a replacement or issue a refund.
Can I cancel my order?
Yes, as long as the order has not been dispatched. Contact us at info@prosenix.com with your order number. If the order has already been dispatched, you can use your 14-day right of withdrawal after receiving the product.
Is my personal data protected?
Yes. See our Privacy Policy for details on the data we collect, how we use it, and your rights.
How do I contact you?
By email at info@prosenix.com, or by phone at +33 1 46 48 26 00, Monday to Friday, 9:00 AM – 6:00 PM CET.