Refund & Returns Policy

How to return a product and obtain a refund.

This policy describes the procedures for returning a product purchased from the Enersens online shop and obtaining a refund. It complements our Terms and Conditions of Sale.

Right of withdrawal (consumers)

If you are a consumer (individual purchasing for non-professional purposes), you have 14 days from the date you receive the product to change your mind and return it, without giving any reason — in accordance with Articles L.221-18 et seq. of the French Consumer Code.

Professional buyers do not benefit from the statutory consumer right of withdrawal.

Exceptions

The right of withdrawal does not apply to the following products:

Products custom-cut, laminated, or made to the Customer’s specifications.
Products that have been unsealed and cannot be returned for quality, safety, or traceability reasons.
Products that have been used, modified, or damaged after delivery.
Orders placed by professional buyers (B2B).

How to return a product

To return a product, follow these steps:

Notify us by email at contact@enersens.fr within 14 days of receiving the product. Include your order number, the product(s) you wish to return, and the reason if applicable.
Wait for our return instructions. We will confirm receipt of your request and provide the return shipping address and any specific instructions.
Ship the product back to us within 14 days of your notification. The product must be returned in its original condition and packaging, unused, with all accessories and documentation included.
Include a copy of your order confirmation or the order number with the returned shipment.

Return shipping costs

Return shipping costs are borne by the Customer, except when the product is defective, non-conforming, or sent in error by Enersens — in which case Enersens covers return shipping.

We recommend using a tracked shipping method, as Enersens cannot be held responsible for parcels lost or damaged during return shipping.

Refund process

Once we receive and inspect the returned product, we will confirm whether the return is accepted. If accepted, the refund will be processed within 14 days of receipt, using the same payment method as the original transaction.

The refund covers the price of the returned product(s). Original shipping costs are refunded only if the entire order is returned. If only part of the order is returned, original shipping costs are not refunded.

If the product is returned damaged, used, or incomplete, Enersens reserves the right to reduce the refund amount accordingly or refuse the return.

Damaged or non-conforming products

If the product arrives damaged or does not match the order:

Note any visible damage on the carrier’s delivery slip at the moment of delivery.
Contact us within 3 working days at contact@enersens.fr with photos of the damage and your order number.
We will arrange a replacement or refund at no cost to you, including return shipping.

Legal warranties

Independently of this Refund Policy, for consumers, legal warranties apply under French law (legal warranty of conformity — 2 years; warranty against hidden defects — 2 years from discovery). See section 9 of our Terms and Conditions of Sale for details.

Contact

For any question regarding a return or refund:

Enersens SAS
46 rue Joseph Jacquard
38110 Rochetoirin, France
Email: contact@enersens.fr
Phone: +33 (0)9 73 32 20 40