This policy presents the withdrawal, return and refund conditions applicable to orders placed on www.ecolinge.fr. The rules differ depending on whether the purchase is made by a consumer or a business customer.

1. Consumers’ legal right of withdrawal

The consumer has a legal period of 14 calendar days from receipt of the goods to exercise their right of withdrawal, without having to justify their decision.

The decision can be communicated from the customer area, using the standard form appearing in our Terms and Conditions of Sale, or by any unambiguous declaration sent to contact@ecolinge.fr.

The product must then be returned no later than 14 days following communication of the decision to withdraw.

2. Commercial extension up to 30 days

Beyond the legal period of 14 days, Ecolinge grants consumers a commercial possibility of return until the 30th day following receipt.

Between the 15th and 30th day, the product must be complete, unused, unwashed, undamaged, suitable for resale and, if possible, placed in its original packaging.

Personalized products, items marked as final sale and second-life products may be excluded from this commercial extension. These exclusions do not reduce the consumer's legal rights during the first 14 days.

3. How to submit a request

1. Go to your customer area.
2. Enter the email address used when ordering, then the verification code received by email.
3. Select the order and the items concerned.
4. Indicate the reason for the request, then send it.

The request is then reviewed in accordance with this policy. A cancellation request does not guarantee immediate cancellation of the order. If its preparation or shipping has already started, a return may be requested after receipt.

In case of difficulty, write to contact@ecolinge.fr including the order number.

4. Condition of the products and legal exceptions

The consumer may handle the product to the extent necessary to establish its nature, characteristics and proper functioning. They may be held responsible for depreciation resulting from manipulations going beyond what is necessary.

In accordance with the law, the right of withdrawal does not apply in particular:

• to goods made according to the consumer's specifications or clearly personalized;
• to sealed goods which have been unsealed after delivery and which cannot be returned for reasons of health protection or hygiene.

The mere fact that an item is second-life, opened, used or washed does not automatically remove the legal right of withdrawal, subject to the exceptions provided for by law and possible depreciation.

5. Return costs

Direct return costs are borne by the consumer, unless Ecolinge agrees to cover them or in the event of an order fulfilment error or non-compliance covered by the applicable guarantees.

When the return is organized with a label provided by Ecolinge, a flat rate of €9.90 can be deducted from the refund.

6. Return shipping

The customer is invited to make their request before shipping in order to receive instructions to correctly identify the package. The absence of prior request does not deprive the consumer of their legal rights.

After receiving the instructions, the package must be addressed to:

ECOLINGE, Returns Service
79 rue des Frères Lumière
93330 Neuilly-sur-Marne
France

The customer is invited to keep proof of shipment until their file is finalized.

7. Refunds

Within the framework of the legal right of withdrawal, Ecolinge reimburses the sums due, including the initial standard delivery costs, without undue delay and at the latest within 14 days following notification of withdrawal.

Reimbursement may be deferred until the item has been returned or until receipt of proof of shipment, the date chosen being that of the first of these events.

Reimbursement is made by the same means of payment as that used when ordering, unless the consumer expressly agrees to another method free of charge. The additional cost corresponding to a delivery method more expensive than standard delivery is not reimbursed.

For a return accepted as part of the commercial extension from the 15th to the 30th day, the refund is generally processed within 3 to 5 working days after receipt, control and validation of the return.

8. Defective, damaged product or order fulfilment error

Upon receipt, the customer is invited to quickly check the condition and contents of the package and report any problems to contact@ecolinge.fr. A report within 48 hours facilitates the processing of the file, but the absence of a report within this period does not deprive the consumer of their legal guarantees and remedies.

The order number, a precise description and, where possible, photographs of the product, packaging and transport label facilitate the analysis. Photographs do not constitute a prerequisite for the exercise of legal guarantees.

When the order fulfilment error or non-compliance is confirmed, the costs necessary to process the return are covered in accordance with applicable rights. The solutions proposed respect the legal guarantees of conformity and hidden defects detailed in our Terms and Conditions of Sale.

9. Business orders

The legal right of withdrawal provided for consumers does not apply to business purchases, unless otherwise provided by law.

Any commercial return of a business order requires the prior written consent of Ecolinge. Logistical costs, transport costs or a discount may be offered before acceptance of the return.

10. Contact

Ecolinge
Email: contact@ecolinge.fr
Phone : 01 78 78 94 05
Address: 79 rue des Frères Lumière, 93330 Neuilly-sur-Marne, France

Last updated: October 15, 2026.