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Refund policy

Last updated: March 13, 2026

1. Right of Withdrawal (14 Days)

In accordance with the French Consumer Code (Code de la consommation), you have a period of 14 days from receipt of your order to exercise your right of withdrawal on eligible products.

To exercise this right, contact us by email at:
contact.xnovate@gmail.com
indicating your order number and the product(s) concerned.

We will then send you return instructions along with the return address (not publicly displayed).

In accordance with Article L221-5 of the French Consumer Code, you may use the following withdrawal form, or any other unambiguous statement expressing your wish to withdraw:

WITHDRAWAL FORM
To: Xnovate — 77 Rue de Berne, bât B1, 13300 Salon-de-Provence — contact.xnovate@gmail.com
I hereby notify you of my withdrawal from the contract for the sale of the following product(s):
— Product(s): [to be completed]
— Ordered on: [date] / Received on: [date]
— Consumer's name: [to be completed]
— Consumer's address: [to be completed]
— Date: [to be completed]
— Signature (if notified on paper): [to be completed]

2. Return Conditions

A return is accepted only if the following conditions are met:

  • The product must be unused, clean, and in perfect condition.
  • The product must be complete (accessories, cables, instructions, original packaging).
  • The product must be in a condition allowing it to be resold as new.
  • The product must only have been handled to the extent necessary to establish its nature, characteristics, and proper functioning.

📌 Any product that is used, damaged, incomplete, or shows signs of use may be subject to a deduction or a refusal of refund.

3. Products Excluded From the Right of Withdrawal

The following are not accepted for return:

  • personalized products,
  • products that have clearly been used or show signs of deterioration,
  • hygiene or sealed products may only be returned if their original packaging has not been opened,
  • any product excluded under applicable law.

4. Return Costs

Return costs are the customer's responsibility, except in cases of order preparation error or an exceptional agreement by Xnovate.

Where the product is non-compliant or defective, Xnovate may cover the return costs, on a case-by-case basis, after review of the evidence provided.

5. Return Procedure & Required Evidence

To ensure reliable processing of returns, Xnovate may request:

  • photos of the product from several angles,
  • photos of the package before opening in case of a delivery issue,
  • an unboxing video if the customer wishes to report a product received damaged,
  • any evidence allowing verification of the product's actual condition.

Without sufficient evidence, Xnovate may refuse to process the claim.

6. Technical Inspection Upon Receipt

Upon receiving the returned product, Xnovate carries out a technical inspection to assess its actual condition and the amount of any refund. This inspection is generally carried out within 3 to 5 business days. This period is indicative and may be extended in periods of high activity, technical difficulties, or exceptional circumstances.

6.1 Deduction in Case of Use or Damage

If the product is no longer in new condition, a deduction may be applied based on:

  • wear,
  • damage,
  • missing accessories,
  • the impossibility of resale.

If the returned product shows signs of use, damage, deterioration, missing accessories, or any element preventing its resale as new, Xnovate may apply a deduction corresponding to the loss in value of the product.
Depending on the condition observed, the deduction may go up to the full value of the product if its condition no longer allows for any resale, in accordance with the limits provided by law.

6.2 No Response From the Customer

If a deduction is proposed:

  • no refund is issued until the customer has responded,
  • the case remains pending,
  • if the customer refuses the proposed deduction or decides not to pursue the refund request, they may request the return of the product. In this case, the product is sent back solely at the customer's expense, after full prior payment of all shipping costs.

If there is no response from the customer within 60 days of notification of the deduction, Xnovate may consider the product abandoned and dispose of it freely, without any obligation to refund or return it.

7. Refund

When the return is accepted:

  • the refund is made via the same payment method used,
  • within a reasonable time, and no later than the legal time limits, after validation of the product inspection.

The original shipping costs are refunded only where required by law.

8. Defective or Non-Compliant Products (Legal Warranties)

If you receive a product with a functional defect or a compliance issue:

  • Contact us at contact.xnovate@gmail.com with photos/video of the defect.
  • After review, Xnovate will propose the appropriate solution:
    • repair,
    • replacement,
    • refund,
      in accordance with applicable legal obligations.

Xnovate reserves the right to request additional evidence if necessary.

9. Customer Service Contact

For any question relating to returns or after-sales service:
📧 contact.xnovate@gmail.com
Xnovate strives to respond within 48 business hours.