Return, exchange and refund policy

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1- How to return or exchange an item purchased on the site:

You have the possibility to return, for an exchange or refund request, any product ordered on the site within thirty (30) calendar days of the delivery date.

Returned products must be accompanied by their purchase invoice or a copy.

To be returned, the products must be:

  • in their original condition (new, never used)
  • in their original packaging
  • accompanied by their purchase invoice or a copy of it


    WARNING: Products made to measure and personalised at the customer's request by choosing one or more technical, aesthetic and/or dimensioning options cannot be taken back or exchanged.  (article L121-20-2 of the French Consumer Code)


    2- How to make your return:

    Log into your customer account and click on "request an exchange or refund" in the "your orders" section. Follow the instructions that will allow you to:

    choose the items to be returned and indicate the reason for your return
    to choose your shipping method
    download and print the prepaid return label
    The return of a product, in the event of an exchange or refund request will be offered to you on condition that you use our collection system by our carrier.

    If the items have been offered to you, you can only exchange them for items of the same value. Please contact our Customer Service who will explain the return procedure.

    If you cannot or do not wish to use our prepaid return label service, please contact our Customer Service by e-mail or telephone (see below) who will register your return request.

    In this case, it is your responsibility to prove that the goods have been returned and entrusted to the carrier of your choice. The cost of returning the goods will be at your expense. Marcel Robert is not responsible for items returned to that have been lost, misdirected or delivered late by your carrier. It is your responsibility to assume all risks of these returns, as well as the associated expenses, insurance and shipping costs.

    To return, or exchange a Marcel-Robert product, you can contact our customer service:

    • by phone at +33 1 88 33 33 68 77 from Monday to Friday from 9am to 6pm (French time)
    • or by email at the following address:

    3- what is the refund term ? 

    We strive to process refunds as quickly as possible. Your refund will be processed within 15 working days of receipt of your return to our warehouse.

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