Refund policy
RETURN AND REFUND POLICY
This policy complements our Terms of Sale. It does not limit in any way the rights granted to you by law, including the legal warranties of conformity and against hidden defects.
1. PERSONALIZED VIDEOS (digital product)
Our personalized videos are digital content supplied on a non-material medium, fully created according to your instructions: you choose only the sentence spoken by the character.
By placing your order, you expressly request that the creation of your video begin immediately, without waiting for the end of the withdrawal period, and you acknowledge that you therefore lose your right of withdrawal as soon as production begins.
Once the video has been delivered, it cannot be returned or refunded for a change of mind, an error in the text you entered, or dissatisfaction with the result.
However, if the video is not delivered to you, cannot be opened, or does not match what you ordered (for example, a sentence different from the one you wrote), contact us at support@egofilm-universe.com: we will correct it, redo it, or refund you.
2. CANCELLATION BEFORE PROCESSING (all products)
You may cancel your order free of charge before its preparation begins (before video production starts, or a physical product is shipped), by writing to support@egofilm-universe.com as soon as possible. Once processing has started, cancellation is no longer possible: the rules below apply instead.
3. EUROPEAN UNION CUSTOMERS: 14-DAY RIGHT OF WITHDRAWAL (physical products only)
If your order of physical products (clothing, accessories) is delivered within a European Union country, you have a 14-day period to withdraw, without having to give any reason or pay a penalty.
This period starts from the day you (or a third party designated by you, other than the carrier) take possession of the item. If your order includes several items delivered separately, the period starts from the receipt of the last item.
How to exercise this right: use our online withdrawal form: https://shop.egofilm-universe.com/pages/eu-formulaire-retractation
You may also write to us at support@egofilm-universe.com with any unambiguous statement expressing your decision to withdraw. You only need to send this statement before the 14-day period expires; you do not need to have already returned the product to do so. We will confirm receipt of your request, with a reference number, and then provide you with the return address to use.
You must then return the products without undue delay, and no later than 14 days after informing us of your decision to withdraw.
Return shipping costs: these are your responsibility.
Condition of the products: you may open the packaging and handle the product as you would in a store, to check its nature and how it works. You remain liable only for any diminished value resulting from handling beyond what is necessary; this may reduce the amount refunded but does not cause you to lose the right of withdrawal itself. Using the original packaging is recommended but is not a condition for the return.
4. DEFECTIVE OR NON-CONFORMING PRODUCT (all countries)
In the event of a printing defect, a product damaged on delivery, or an error on our part (wrong model, size, color, or design), contact us at support@egofilm-universe.com with:
- your order number,
- a description of the issue,
- photos of the product.
For orders delivered within the European Union, this process is in addition to your legal warranties (see the dedicated article in our Terms of Sale), which you may invoke within the periods provided by law.
For orders delivered outside the European Union, please contact us within 30 days of receipt.
In all cases, once the issue has been validated, we will reprint, replace, or refund the product, and all costs (including the return, if necessary) will be covered by us. Do not ship any package back without instructions from us: we will tell you whether a return is needed and, if so, the address to use.
5. CUSTOMERS OUTSIDE THE EUROPEAN UNION: CHANGE OF MIND OR CUSTOMER ERROR
For orders delivered outside the European Union, the 14-day right of withdrawal described in Article 3 does not apply.
Outside of defects or errors on our part (Article 4), a return for a change of mind, a wrong size selected, or a customer error is therefore not automatically accepted. As a goodwill gesture, we may, on a case-by-case basis, offer an exchange or store credit; contact us at support@egofilm-universe.com to discuss this.
6. REFUNDS
Withdrawal (Article 3): we will refund the full amount paid, including the initial standard shipping costs, using the same payment method used for the order, unless you expressly agree to a different method. The refund will be issued without undue delay and no later than 14 days after the day we are informed of your decision to withdraw. We may delay this refund until we receive the returned item, or until you provide proof that it has been shipped, whichever comes first.
Defect or error on our part (Article 4): the refund is issued to the original payment method as soon as the issue has been validated.
Processing times on your bank account or payment method may vary by institution.
If your order was paid in whole or in part with an EgoFilm gift card, the corresponding amount will be credited back to you as store credit, under the conditions set out in our Terms of Sale.
7. RETURNS NOT ACCEPTED
Outside the cases provided for in Articles 3 and 4, a return is not accepted if the product has been clearly damaged or heavily used after delivery, beyond what is permitted under Article 3 for exercising the right of withdrawal, or if the return is made after the applicable deadlines without our prior agreement.
8. ADMINISTRATIVE ADDRESS (do not return packages here directly)
EgoFilm – 96 Rue Paradis, 13006 Marseille, France
The address to use for a return will be sent to you by email once your request has been validated.
9. CONTACT US
For any question about this policy, an order, or to initiate a process described above: support@egofilm-universe.com