Return Policy

As an introduction, all definitions provided separately in our “general terms and conditions for online Sale” (or “Terms and Conditions”) shall apply here, where applicable.

If you have any problem with the Products shipped as a result of your Order (defective products upon receipt of the Order or later, errors in the Products delivered, hidden defects, etc.), please fill out the RMA Request Form accessible at the following link and return it to the following email address: rma_admin@evernex.com. If you wish to benefit from warranty against hidden defects, please provide any document supporting existence of said defect in support of your claim.

Upon receipt of the completed form, our service will review your request. We reserve the right to ask you for additional information, notably to establish the existence of a hidden defect for instance, to validate or refuse it, if you wish to benefit from the commercial warranty extension provided for in Article 10.2 of our Terms and Conditions when you did not subscribe to it at the time of the Order, if you wish to exercise the warranty against hidden defects outside the stipulated periods or if the hidden defect is not demonstrated or if the warranty is excluded in accordance with the provisions of Article 10.3 of the Terms and Conditions.

Once the request has been validated, we will provide you with an RMA number, which must be used to return the Product (to be affixed to the packaging of the returned product). The average processing time for returns is 7 to 14 working days from Product receipt date.

• a) Defective Products
  If a returned Product is found to be defective following our technicians’ analysis, and if the conditions for the application of the warranty invoked are met in accordance with Article 10 of the Terms and Conditions, a partial or complete replacement or refund against return of the Product concerned may be made as soon as possible.
• b) Products not conforming to the Order
  If you receive a Product that does not match your Order, we will replace it free of charge or refund it.
  However, if the non-conformity is the result of an order error attributable to you, the Order required us to purchase a product from one of our suppliers, and the return request is made after a period of 14 days from the date of your Order, a storage fee of 25% of the price of the Product will be applied and will then be deducted from the amount of your refund.
• c) Products damaged in transport
  If you notice that your Product is damaged upon receipt of your Order, you must notify us by sending us the aforementioned return form within 24 hours of delivery. Any report made after this period will result in an automatic refusal of coverage by Evernex.

In any event, we will ask you to provide evidence to support your claim, including photos of the packaging and the damaged Product.

4. Refund conditions

• The refund will be made via the original payment method or in the form of a credit, depending on your choice.
• In the event of a defective or non-compliant product, if the conditions for benefiting from the warranty you wish to claim are met, the return costs will be refunded.
• Refunds are generally made within 10 to 15 working days after validation of the return.
• Evernex shall not be liable for any indirect damages, financial losses or any other prejudice resulting from any delay or refusal to refund. In any event, Evernex’ liability is limited to the amount of the returned product, in accordance with Article 11 of our Terms and Conditions.

5. Return instructions

• The RMA number provided by our team must be mentioned on the packaging of the returned Product to ensure the traceability and proper processing of your return.
• The Product must be returned in its original packaging with all accessories.
• The return slip is provided by Evernex and includes a prepaid label for easy return. The Client will have to drop off the package at a partner relay point or schedule a home pick-up, depending on the options offered. The return will be tracked by Evernex, and the Client will receive notifications on the processing status.
• Shipping costs related to the return may be borne by the Client, except in the case of a defective, damaged or non-compliant product.
• Evernex reserves the right to refuse any return that does not comply with the defined conditions. In addition, any proven abuse in return requests may result in a suspension of the right of return for the customer concerned, except in the case of exercising the legal warranty against latent defects if the latent defect of the product is proven.

7. Customer Service and Support

If you have any questions about returning your order, you can contact our customer service at the contact details set out in Article 16 “Contact” of our Terms and Conditions.

Evernex reserves the right to modify this policy at any time to take into account legal or regulatory changes or to better reflect the company’s practices and needs.