Refund policy
Returns and Refunds Policy
Effective as of September 20, 2026
The Essentials
At MyPrime™, we want you to be able to order with confidence.
If your product is not suitable for you, you have 30 days from the date you receive it to request a return under our commercial return guarantee.
This commercial guarantee applies to eligible orders delivered in France, the European countries we serve, and the United States, including products purchased as part of a promotion.
This 30-day guarantee is in addition to your statutory rights and does not replace them.
MyPrime™ 30-Day Commercial Return Guarantee
You may request the return of your product within 30 days of receiving it, without having to provide a reason.
To benefit from this commercial guarantee, the product must be returned:
- complete;
- clean;
- undamaged;
- with any accessories supplied;
- and, where possible, in its original packaging.
Products purchased on promotion are also covered by this guarantee.
Return shipping costs are the customer’s responsibility, except where the product is defective, damaged upon delivery, or different from the product ordered.
Under this commercial guarantee, and except where applicable law provides for a broader refund, the refund covers the price of the returned products. Original delivery charges are refunded where required by applicable law.
This commercial guarantee does not in any way limit your statutory rights.
Statutory Right of Withdrawal — European Union
If you are a consumer residing in the European Union, you benefit, independently of our commercial guarantee, from a statutory 14-day right of withdrawal.
For the purchase of a product, this period begins on the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods.
Where several products from the same order are delivered separately, the withdrawal period begins on the day the last relevant product is received.
You may exercise your right of withdrawal without having to provide a reason.
To notify us of your decision, you can write to:
Your message simply needs to clearly state your intention to withdraw and allow us to identify your order.
You may also use the standard withdrawal form provided at the end of this policy. Its use is not mandatory.
Once you have informed us of your decision to withdraw, you have 14 days to return the product to us.
Simply refusing delivery or returning a product without clearly informing us of your intention to withdraw may not, by itself, be sufficient to exercise your right of withdrawal.
Condition of the Product Under the Statutory Right of Withdrawal
During the statutory withdrawal period, you may inspect and handle the product to the extent necessary to determine its nature, characteristics and proper functioning.
However, you may be held liable for any reduction in the value of the product resulting from handling beyond what is necessary for this purpose.
The stricter conditions of our 30-day commercial return guarantee do not reduce your rights under the statutory right of withdrawal.
How to Make a Return
To request a return:
1. Contact us
Write to contact@myprime.fr and include:
- your order number;
- the email address used when placing the order;
- and whether you would like a refund or, where possible, an exchange.
2. Wait for our instructions
Our team will aim to respond within 24 business hours and will provide you with the return address and the necessary instructions.
We recommend that you do not return your product before receiving this information. A product sent to the wrong address may delay the processing of your request.
3. Ship your return
Return the product in accordance with the instructions provided.
We recommend using a tracked shipping method and keeping your proof of shipment until your request has been fully resolved.
Return Shipping Costs
For voluntary returns or returns made under the statutory right of withdrawal, the direct cost of returning the goods is the customer’s responsibility, unless otherwise required by law or unless MyPrime™ expressly agrees to cover these costs.
This information is provided to you before your purchase is completed.
However, where the product received is defective, damaged, non-compliant, or different from the product ordered, the necessary return costs will be covered in accordance with your applicable rights and the conditions described below.
Refunds Under the Statutory Right of Withdrawal
When you validly exercise your statutory right of withdrawal, we will refund all amounts due no later than 14 days from the date on which we are informed of your decision to withdraw.
However, we may delay the refund until:
- we have received the returned product; or
- we have received evidence showing that you have shipped it,
whichever occurs first.
The refund will be made using the same payment method used for the original order, unless you expressly agree to another method that does not result in any additional fees for you.
Under the statutory right of withdrawal, the refund also includes the standard delivery charges originally paid.
If you expressly selected a delivery method that was more expensive than our standard delivery method, the additional cost resulting from that choice does not have to be refunded.
Refunds Under the 30-Day Commercial Return Guarantee
For returns made after the statutory withdrawal period but within the 30-day period covered by our commercial return guarantee, we will issue the refund after receiving and inspecting the returned product in accordance with the conditions of this guarantee.
The refund will be issued to the payment method used for the original order.
Once the refund has been issued, additional time may be required before it appears in your bank account. This timeframe depends on your bank or payment provider.
Defective, Damaged, Non-Compliant or Incorrect Product
We recommend checking your order as soon as you receive it.
If the product you receive is:
- defective;
- damaged;
- different from the product ordered;
- or affected by a lack of conformity,
please contact us as soon as possible at:
Please provide your order number and, where possible, photographs that allow us to identify the issue.
We will review your request and advise you of the appropriate solution.
In such situations, the necessary cost of returning the product will not be left to you where the seller is legally required to cover it.
This procedure does not in any way limit your rights under applicable statutory guarantees.
Statutory Guarantee of Conformity
For consumers benefiting from French law, products sold by a professional seller are covered by the statutory guarantee of conformity.
This guarantee may be exercised for two years from the delivery of the goods, under the conditions provided for by the French Consumer Code.
It applies independently of our 30-day commercial return guarantee.
Depending on the circumstances and the applicable legal provisions, the consumer may in particular be entitled to have the product brought into conformity and, where the legal requirements are met, to obtain a price reduction or termination of the contract.
Nothing in this policy may have the effect of removing or reducing the statutory guarantees available to consumers.
Guarantee Against Hidden Defects
Where the applicable legal requirements are met, you may also benefit from the guarantee against hidden defectsprovided for by the French Civil Code.
This guarantee covers hidden defects that make the product unfit for its intended use or that reduce its usefulness to such an extent that you would not have purchased it, or would have paid a lower price for it, had you known about the defect.
These rights exist independently of our 30-day commercial return guarantee.
Exchanges
Would you like to change the color or replace your product?
Contact us at:
and include your order number.
We will let you know whether a direct exchange can be arranged.
If you would like to receive a new item more quickly, you may also place a new order and return the first product in accordance with the applicable return conditions.
Cancellation Before Shipment
If your order has not yet been shipped, contact us as soon as possible at:
If cancellation is still technically possible, we will cancel the order and issue the corresponding refund.
If the order has already been handed over to the carrier, it may be necessary to wait until you receive it and then follow the applicable return procedure.
This provision does not limit any cancellation or withdrawal rights you may have under applicable law.
Delivery Delay or Inability to Deliver
If we are unable to meet the stated delivery timeframe, we will inform you as soon as possible.
Depending on the circumstances and applicable law, you may choose to keep your order active or exercise the rights available to you to cancel the order and obtain a refund.
Customers Located Outside the European Union
For customers located outside the European Union, including in the United States, our 30-day commercial return guarantee constitutes our general commercial returns policy.
It applies without prejudice to any mandatory rights you may have under the laws applicable in your place of residence.
Where local law grants you rights that are more favorable than those set out in this policy, those rights remain applicable.
Standard Withdrawal Form
You may use the following template if you wish to exercise your statutory right of withdrawal.
Its use is not mandatory.
For the attention of MyPrime™
Email: contact@myprime.fr
I hereby give notice that I withdraw from the contract for the sale of the following goods:
Product:
............................................................
Order number:
............................................................
Order placed on:
............................................................
Order received on:
............................................................
Consumer’s name:
............................................................
Consumer’s address:
............................................................
Date:
............................................................
Consumer’s signature:
only required if this form is submitted on paper.
Contact
For any questions regarding a return, exchange, withdrawal or refund, you can contact us at:
Our team will aim to respond within 24 business hours.