Refund policy
Effective date:
Legal right of withdrawal — 14 days
Under Articles L221-18 et seq. of the French Consumer Code, you have 14 calendar days from the receipt of the product to withdraw from your purchase, without giving a reason and without penalty.
To exercise this right, notify us by email at info@prosenix.com or by phone at +33 1 46 48 26 00 before the 14-day period expires. You may use the standard withdrawal form available on request, but it is not mandatory. Once you have notified us, you must return the product within 14 days.
Condition of returned products
The product must be returned in its original condition, with all accessories, the user manual, and the original packaging. Products showing excessive use, damage caused by the customer, or missing parts may be subject to a reduced refund or refused return.
Return shipping costs
If you return a product under the legal right of withdrawal without any defect, you pay the return shipping costs. For a standard parcel under 5 kg, return shipping via Colissimo usually costs around €10. If the return is due to a defective product or an error on our part, Prosenix pays the return shipping costs and provides a prepaid label.
Return procedure
Contact us at info@prosenix.com with your order number and the reason for the return.
We confirm whether the return is eligible within 1 business day.
Pack the product carefully and send it to the return address we provide.
Keep the shipping receipt until your refund is received.
Refund processing
Once we receive the returned parcel, we inspect it within 1–2 business days. If the return meets the conditions above, we issue the refund to the original payment method used for the purchase. The refund is processed within 1–2 business days after inspection.
The time for the refund to appear on your account depends on the payment method:
PayPal: usually 1–3 business days after the refund is issued.
Credit or debit card: up to 8 business days after the refund is issued, depending on your bank.
We notify you by email, and by phone if you wish, as soon as the refund has been issued.
Products not eligible for return
The following products cannot be returned: opened or used consumables such as filters, brushes, and bags; personalised or custom-made products; and products whose original packaging has been opened in a way that prevents them from being resold under normal conditions. The right of withdrawal also does not apply to contracts listed in Article L221-28 of the French Consumer Code.
Legal guarantee of conformity
Separately from the right of withdrawal, you benefit from the legal guarantee of conformity under Articles L217-3 et seq. of the French Consumer Code for 2 years from delivery of the product. If a conformity defect appears, you may request repair or replacement, or, if that is not possible, a price reduction or cancellation of the contract. This guarantee is free of charge. You only need your order number as proof of purchase. You also benefit from the legal guarantee against hidden defects under Articles 1641 et seq. of the French Civil Code.