At ECOPALETTE-E2SE, we are committed to providing you with quality products and impeccable customer service. If you are not completely satisfied with your purchase, our refund policy is here to help you resolve the issue effectively.

1. Right of withdrawal
In accordance with current legislation, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to provide reasons or pay penalties. To exercise this right, you must inform us of your decision to withdraw in writing (by post or e-mail) before the expiry of this period.

2. Refund conditions
To be eligible for a refund, products must be returned in perfect condition, in their original packaging, accompanied by all accessories and documents provided (manuals, guarantees, etc.). Products must not have been used or damaged. Any product that does not comply with these conditions will not be eligible for a refund.

3. Return procedure
To return a product, please follow these steps:

Contact our customer service by email at contact@ecopalette-e2se.fr to indicate your intention to return the product and obtain a return number.
Carefully pack the product in its original packaging, attaching a copy of the invoice and the return number provided by our customer service.
Ship the package to the following address:
ECOPALETTE
Firminy production site
ZA of the Lower Coast
42700 Firminy
France

Return costs are the responsibility of the customer, except in the case of a defective product or an error on our part.

4. Reimbursement period
Once the product has been returned and inspected by our team, we will process the refund within 14 days of receiving the return. The refund will be made via the same payment method used for purchase, unless otherwise agreed.

5. Partial or refused refund
A partial refund or refusal of refund may be applied in the following cases:

The product is not returned in its original condition, is damaged, or shows signs of use.
The product is returned outside the withdrawal period without prior agreement.
Missing items or damaged packaging may result in a reduction in the refund amount.

6. Products not eligible for reimbursement
Some personalized or custom products are not eligible for refund, except in the case of proven defect or non-conformity. This exclusion will be clearly indicated when ordering these specific products.

7. Product exchange
If you wish to exchange a product, please contact us to check the availability of the item you wish to exchange. Exchanges are subject to the same conditions as returns, and an additional delay may apply depending on the availability of new items.

8. Contact
For any questions or assistance regarding returns and refunds, please contact our customer service:

ECOPALETTE
Firminy production site
ZA of the Lower Coast
42700 Firminy
Email: contact@ecopalette-e2se.fr
Tel.: +33 (0)04 77 61 39 39