Returns & Refunds

We know that an online purchase can sometimes not match exactly your expectations
On Possibly-Shop, we make your requests for return or refund are simple and transparent

 

1. In summary

  • You have 14 days after receiving your order to change your mind (right of withdrawal for individuals)
  • The products must be unused, in good condition, ideally in their original packaging, with all accessories. Except error from our part or defective product, return costs are your responsibility
  • We refund within 14 days after receiving your package or proof of its return
  • Some products can not be resumed, including consumables / clippers / desceased filters or customized products

For all legal details, you can refer to our General Conditions of Sale (CGV)

2. In which cases can you return a product

a) You have changed my mind (right of withdrawal)

If you are a particular consumer, you have a period of 14 days from receipt of your order to exercise your right of withdrawal, without having to justify any reason

b) The product is damaged, not compliant or incomplete

If you notice, at the reception:

  • a damaged or broken product

  • a product that does not comply with your order

  • a lack in the parcel

contact us as soon as possible (with photos if possible) so that we find the best solution: return, replacement, sending missing parts, etc

c) Preparation error on our part

If we made a mistake (bad reference, bad model ...), we take the support of the return and the expedition of the right product

3. How to return

Step 1 - Notify us

Before any return, please contact us:

  • via your customer account on the site

  • or by e-mail to: contact @possible-shop.com 

Specifying:

  • your order number

  • the reference of the product concerned

  • the reason for the return (withdrawal, defective product, error, etc.)

  • and possibly photos if the product is damaged

We will confirm the procedure to follow and, if necessary, the management or not the return fee

Step 2 - Prepare the package

Thank you for:

  • replace the product in its original packaging (if you still have it)

  • add all accessories, records and documents provided

  • properly protecting everything in a solid carton

  • attach a copy of your invoice or paper indicating your contact information and the order number

Step 3 - Send the package

Unless otherwise agreed, returns are to be sent to the address that will be confirmed by our customer service

We strongly recommend:

  • to use a follow-up mode

  • to keep the proof of deposit and the tracking number until the end of the processing of your file

 

4. Conditions for a return to be accepted

So that we can accept a return and reimbursement:

  • the return must respect the 14-day period in case of withdrawal

  • the product must be complete, unused, undreshable

  • it must not have been installed or put into operation (especially for water treatment equipment)

  • all accessories, parts, records must be present

If the product has been visibly used, damaged or incomplete, we will be able to:

  • to refuse the refund

  • apply a discount based on the product status

 

5. Products that can not be resumed

For reasons of hygiene, security or regulation, certain products can not be taken over, in particular:

  • cartridges, filters, membranes, consumables or direct contact parts with drinking water that have been unpacked, mounted or used

  • customized or configured products specifically for your request

  • any product clearly indicated as non-returning on the product sheet

When this is the case, we specify it as much as possible on the product page before purchase

 

6. Who pays the costs of return

General case (change of opinion)

In the event of a right of withdrawal, return costs are the responsibility of the Customer, in accordance with the law

Case of error or product default

If the return is due to:

  • a defective product at the reception

  • an error of preparation from us

we will take charge of the costs of return, ie:

  • by providing you with a prepaid return label

  • by reimbursing the costs of return on proof (depending on what has been agreed with our customer service)

 

7. How is the refund going

Once the product is returned and controlled:

  • if the return is accepted, we proceed to refund within a maximum of 14 days
    From the receipt of the product or proof of its expedition

  • the refund is made via the same payment method as that used during the order, unless otherwise agreed with you

In case of simple retraction:

  • we reimburse the price of the product and the initial standard delivery charges

  • the return fee remain to be your responsibility

  • possible specific delivery options (Express, Special Delivery, etc.) are not refunded

If you wish, we can also, in some cases, propose a:

  • Product exchange, or

  • have valid on a next order

rather than a direct refund. Do not hesitate to specify it during your request

8. SPECIAL CASES

Professional controls

For business customers, return conditions can be more restrictive and are mainly supervised by our GTC
If in doubt, contact us to study your situation

Parcel refused, unclaimed or incorrect address

  • If a package returns to us for incorrect address, non-claim or refusal without a valid reason, this will be treated as a retraction (return fee that can stay at your expense)

  • If the liability of the carrier or our service is engaged, we will find the most appropriate solution (redirecting, exchange, etc.).

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9. Need help

Our team is there to accompany you

For any questions about a return, a refund or a doubt before returning a product, you can contact us:

  • by e-mail: contact @possible-shop.com 

  • via the contact form on the site

  • [par téléphone : +33 (0)3 XX XX XX XX – à confirmer] 

We always prefer to exchange with you above all back: it often makes it possible to find the best technical or commercial solution (advice, service, spare part, etc.) without necessarily complicating your life