I have not been refunded following the return of my product

Why are you returning your item?

If the return is due to cancellation

The refund process will only begin once your cancellation request is deemed eligible and has been accepted by the seller and the seller has received your product.

Make sure the seller has accepted delivery of your parcel

  • If you used the self-return option, check the parcel tracking information that the carrier gave you.

  • If you are returning your item because you refused it with the carrier during the original delivery, check the parcel tracking information you received when your order was shipped.

Check that the processing period has passed

Upon receipt of your item, and provided it meets the conditions of return, the seller is required to issue your refund within 14 days. This period gives the logistics department, which is in charge of receiving your parcel, sufficient time to inform the financial department, which is in charge of validating your refund.

If the return is the result of a defective product

The refund is only validated once the seller has received your product and is unable to exchange or repair the product.

Make sure the seller has accepted delivery of your parcel

  • If you used the pre-paid return label, check the parcel tracking information on the label.

  • If you used the home pick-up option, you can ask to have the parcel tracking information.

  • If your return follows your refusal of the item with the carrier during the initial delivery, check the parcel tracking information you received when your order was shipped.

Check that the processing period has passed

When a product is returned due to a defect, the seller must perform an audit and sometimes an expert assessment to confirm the defect and check for possible alternatives (repair or exchange), a process that may take a few days. If a refund is to be issued, then there must be a follow-up between the logistics/technical department and the financial department.

In any event, your refund must be issued no later than 14 days after the seller has received your item.

What do I do if my refund is late?

You can contact the seller again for more information on why your refund is late:

  1. Sign in to your customer account using your email address and password.
  2. Click “ACCOUNT” and then “My orders” to find the order in question.
  3. Click on the order, then on the “Online Support” section and follow the instructions to confirm your request.
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