Refund policy
In short
- Return window: 30 days from delivery
- Reason: none required
- Items covered: all of them, including promotions and sale items
- Return shipping: at your expense, except for a faulty, damaged or non-conforming item, in which case we cover it
- Refund: in full, standard delivery costs included, within 14 days at the latest
- Start a return: info.contact@sportivearena.com
1. Return window
You have 30 days from receipt of your order to request a return, with no reason to give and no penalty to pay.
That window is made up of two parts:
- the 14-day right of withdrawal provided by articles L221-18 and following of the French Consumer Code;
- 16 additional days that we grant as a commercial gesture. This commitment adds to your legal rights, it does not replace them.
Where an order is delivered in several parcels, the window starts when you receive the last item.
2. Items covered and exceptions
Returns apply to every item sold on sportivearena.com, including those bought on promotion, in a sale or with a discount code.
Two categories are excepted, in accordance with article L221-28 of the French Consumer Code:
- goods made to your specifications or clearly personalised;
- goods unsealed after delivery that cannot be returned for reasons of hygiene or health protection.
Apart from these two cases, none of our items is excluded from return.
3. Condition of the returned item
You may unpack the item and try it as you would in a shop. A tried item remains returnable.
You are only liable where the item loses value through handling that goes beyond what is needed to establish its nature, characteristics and proper working. In that case a proportionate reduction may be applied to the refund. The amount is given to you before we refund.
Keep the original packaging and accessories where you can.
4. How to request a return
- Write to us at info.contact@sportivearena.com giving your order number and the items concerned. The model form in section 11 is available if you prefer, though using it is not compulsory.
- We reply within 24 hours with the return address and what to do.
- Send the item back within 14 days of your request.
Do not ship anything before you have had our reply. Our stock sits across several warehouses and the return address depends on the item. A parcel sent without a prior request cannot be identified or processed.
5. Return shipping costs
Return postage is at your expense. The amount depends on the carrier you choose, the weight of the item and the return address, which we give you when you make your request. So you know the cost before you ship anything.
These costs are covered in full by Sportivearena in the cases set out in section 7.
6. Refund
We refund all sums paid, standard delivery costs included.
The refund is made within 14 days at the latest of us recovering the item or, if earlier, of proof that it was sent.
It goes back through the same payment method you used to order, unless you agree otherwise. You are charged nothing for this.
If you chose a delivery method more expensive than the standard delivery we offer, only the standard delivery amount is refunded.
Where you return only part of your order and keep the rest, delivery costs are not refunded.
7. Damaged or faulty item, or a mistake on our side
Check your parcel as soon as it arrives. If the item is broken, faulty, or does not match your order, write to us at info.contact@sportivearena.com, with photos if you can.
The return is then entirely at our expense, and you choose between replacement and refund.
8. Exchanges
We do not do direct exchanges. To get a different item, request a return for the one you received and place a new order. That way you receive the new item without waiting for the return to travel back.
9. Cancelling an order before it ships
If your order has not yet shipped, write to us at info.contact@sportivearena.com. We cancel it and refund you in full, with no charge and nothing to send back.
10. Legal guarantees
Independently of this policy, you benefit as of right from:
- the legal guarantee of conformity (articles L217-3 and following of the French Consumer Code), which covers you for 2 years from delivery of the goods;
- the guarantee against hidden defects (articles 1641 and following of the French Civil Code), which covers you for 2 years from the discovery of the defect.
Under the legal guarantee of conformity you do not have to prove the defect exists during the 24 months following delivery. You may choose between repair and replacement of the goods, and have them brought into conformity at no cost.
To rely on these guarantees, write to us at info.contact@sportivearena.com.
11. Model withdrawal form
If you wish, you may copy and send us the following form:
To Sportivearena, 52 rue du Jard, 51100 Reims, France. info.contact@sportivearena.com
I hereby give notice of my withdrawal from the contract for the sale of the goods below:
Ordered on: _____
Received on: _____
Order number: _____
Item(s) concerned: _____
Consumer name: _____
Consumer address: _____
Date: _____
12. Contact us
Sportivearena
52 rue du Jard, 51100 Reims, France
Email: info.contact@sportivearena.com
Phone: +33 7 75 77 61 28
A real person answers you 7 days a week, within 24 hours.
13. Consumer mediation
If a written complaint to our customer service goes unresolved, you may refer the matter free of charge to our mediator: CM2C, 49 rue de Ponthieu, 75008 Paris, phone 01 89 47 00 14, cm2c.net.