Returns, exchanges and refunds

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1. Our policy

FWShop24 aims to offer a clear and transparent shopping experience.

This policy explains how to request a return, an exchange or a refund. It applies subject to the mandatory rights granted to consumers by the applicable legislation.

It supplements the general terms and conditions of sale.

2. How to request a return?

Before sending an item back, the customer must contact our customer service at contact@fwshop24.com or use the contact form.

The request must include:

• The order number.
• The name of the product concerned.
• The reason for the return.
• Photographs or useful documents where the product is damaged, faulty or not as described.

The customer must wait for return instructions before shipping the product, unless a contrary rule applies.

3. Commercial return period

For voluntary returns covered by the shop’s commercial policy, the period provided is 14 from la livraison.

This commercial period does not replace the time limits or remedies provided by law. The final conditions must be adapted to the legislation applicable to the shop and to the type of transaction.

4. Condition of the returned product

Where a voluntary return is subject to conditions as to condition, the product must be returned with its original accessories, packaging and documents, to the extent provided by the applicable policy.

An inspection may be carried out on receipt in order to check the item, its condition and the presence of the items supplied.

These conditions cannot be used to refuse a legal remedy for a faulty or non-conforming item where the applicable law protects the consumer.

5. Used and refurbished products

Used and refurbished products may show signs of use or cosmetic differences described on their product page.

These characteristics, where they were clearly stated before the purchase, are taken into account when assessing a voluntary return.

However, an undisclosed defect, a materially inaccurate description or a conformity problem must be examined in accordance with the rights applicable to the consumer.

6. Faulty, damaged or incorrect products

If the customer receives a product that is faulty, damaged during delivery or different from the one ordered, they must contact customer service so that the situation can be examined.

Depending on the case and the applicable rules, a repair, a replacement, a refund or another solution may be offered.

FWShop24 may ask for the information reasonably needed to establish the problem, without imposing a formality that would deprive the customer of a legal right.

7. Return costs

For a voluntary return, the return costs are borne by FW SHOP 24.

In the event of an error attributable to FWShop24, a recognised defect or non-conformity, the allocation of costs is determined in accordance with the applicable legislation and the circumstances of the case.

8. Inspection and decision

On receipt of the product, FWShop24 examines the request and informs the customer of the solution adopted.

If further information is needed, it is requested from the customer within a reasonable time.

A return will not be refused in breach of the consumer’s mandatory rights.

9. Refund arrangements

Where a refund is granted, it is made by le moyen de paiement d'origine, within the time limit applicable to the situation.

Where possible, the refund is made using the original payment method. If that method cannot be used, an alternative solution is agreed with the customer in compliance with the applicable rules.

The time taken for the credit to appear may depend on the bank or the payment provider.

10. Exchanges

An exchange may be offered depending on product availability and the nature of the request.

No different replacement product will be imposed on the customer where their agreement is required.

11. Contact

For any return or refund request:

• Email: contact@fwshop24.com
• Required reference: order number.