1. Scope of Returns
- Clearance items are strictly non-returnable and non-exchangeable.
- Sale items (not clearance) may be returned or exchanged within 30 days of delivery under the conditions below.
2. Legal Right of Withdrawal
Under EU and French consumer law, you have a 14-day legal right of withdrawal from the date of delivery, without giving any reason. This legal right is separate from our voluntary 30-day return policy for sale items.
3. Legal Guarantee (Conformity & Hidden Defects)
All products benefit from a 2-year legal guarantee covering conformity defects and hidden defects. Clients may request repair, replacement, or refund in accordance with Articles L217-4 et seq. of the French Consumer Code and Articles 1641 et seq. of the Civil Code.
4. Product Condition
Returned products must be unused, in their original condition and packaging, and accompanied by the invoice. Products showing wear, damage, or incomplete condition will not be accepted.
5. Shipping Costs for Returns
Return shipping conditions and costs depend on the carrier and delivery option selected at the time of purchase. The applicable terms, including any return fees, will be clearly specified during the order process. In all cases, if the return is due to a defective or non-conforming product, ST37 will cover the return shipping costs in compliance with French and European consumer law.
6. Non-Eligible Items
Custom-made or personalized products, as well as goods that cannot be returned for hygiene or safety reasons (e.g. fencing masks, body wires once used), are excluded from withdrawal and return in accordance with EU law.
7. How to Return or Exchange
To initiate a return or exchange, please contact our Customer Service by email, specifying your order number, the product(s) concerned, and the reason for return. For exchanges, please indicate the replacement item requested. Instructions and, where applicable, return labels will be provided.
8. Delivery Issues and Non-Conformity
If your order arrives damaged or not conforming to the description, please notify us within 48 hours of delivery. We will arrange repair, replacement, or refund, including free return shipping where applicable.
9. Mediation and Dispute Resolution
If a dispute cannot be resolved with our customer service, you may refer the matter to a consumer mediation body free of charge, or use the EU Online Dispute Resolution platform.