RETURN POLICY

At Filtre-Outlet, we want you to be fully satisfied with your purchase. If you are not completely happy with your order, we offer a straightforward return process to ensure a hassle-free experience.

1. Your Right to Withdraw (EU Consumer Law)

As an EU-based online shop, we comply with the European Consumer Rights Directive. You have the right to withdraw from your purchase within 14 days of receiving your order, without providing any reason.

Conditions for Withdrawal

  • The withdrawal period expires 14 days after you or a third party (other than the carrier) receives the goods.
  • You must notify us of your decision to return the item(s) by sending an email or using our online return form.
  • Items must be returned unused, in their original condition, and with all original packaging and tags.
  • You must return the item(s) within 14 days of notifying us of your decision to withdraw.

Refunds for Withdrawal

  • We will reimburse all payments received from you, including standard delivery charges (if applicable, for point relay shipping only for orders in France), within 14 days of receiving the returned goods.
  • Refunds will be issued using the same payment method used for the original transaction.
  • We may withhold the refund until we have received the returned goods or proof of their return.

2. Return Eligibility

You may return items under the following conditions:

  • You wish to exercise your 14-day right of withdrawal.
  • The wrong item was sent to you.
  • The product is defective or damaged upon arrival.

To Be Eligible for a Return

  • Items must be unused, unopened, and in their original packaging.
  • The product must be in resalable condition with all labels and accessories intact.
  • You must provide proof of purchase (order confirmation or invoice).

Non-Returnable Items

  • Used, damaged, or incomplete items (unless damaged during shipping).
  • Items returned without or with damaged original packaging.
  • Items returned without prior return authorization.
  • Clearance or final sale items.
  • Items received more than 15 days ago.
  • Items returned more than 7 days after a Return Authorization Number (RAN) has been issued.

3. How to Return an Item

  1. Contact Us: Send an email via our website with your order number, reason for return, and photos (if applicable) to initiate the return process.
  2. Receive Authorization: Our customer service team will provide a Return Authorization Number (RAN) and return instructions.
  3. Package the Item Securely: Ensure the item is well-protected in its original packaging and include the RAN inside the package.
  4. Ship the Item: Use a trackable shipping method to send your package to the return address provided.

Important: Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item.

4. Refunds & Processing

Once we receive your returned item and verify its condition, we will process your refund:

  • Refund Method: Refunds will be issued to the original payment method used during purchase.
  • Processing Time: Please allow 5–10 business days for the refund to appear in your account.
  • Refund Notification: You will receive an email confirmation once your refund has been processed.

Shipping fees are non-refundable unless the return is due to our error.

5. Exchanges

Need a replacement? You can exchange your item for another product of equal value. Follow the same return process, and once we receive your return, we will ship the replacement item.

If the new item has a different price, we will either refund or request the price difference accordingly.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with:

  • Photos of the damaged or incorrect product.
  • Your order number.
  • Any additional details regarding the issue.

We will arrange a free replacement or issue a full refund, including shipping costs.