Refund policy

At Egofilm, we apply a policy that complies with the regulations in force depending on the customer’s location. Please read the conditions below carefully.

Important: personalized digital video products cannot be returned, exchanged, or refunded, in accordance with Article L221-28 of the French Consumer Code.

1. Customers in the European Union and the United Kingdom

1.1. Right of withdrawal – 14 days

In accordance with the EU Consumer Code and the UK Consumer Contracts Regulations, customers located in:

  • the European Union,
  • the United Kingdom,

are entitled to a 14-day legal right of withdrawal starting from the day they receive their order, without needing to provide any justification.

To be eligible for a return, the item must:

  • be unworn,
  • be unwashed,
  • be unused,
  • be in perfect condition,
  • be in its original packaging,
  • be accompanied by proof of purchase.

1.2. How to exercise this right

Before sending any item back, you must contact us at:
support@egofilm-universe.com

We will provide you with:

  • the exact address to return your item to,
  • and the procedure to follow.

⚠️ Any return sent without prior approval will not be accepted.

1.3. Return shipping costs

  • For returns under the right of withdrawal: return shipping costs are the customer’s responsibility.
  • In case of an error on our part or a defective item: all costs are fully covered by Egofilm.

2. Customers outside the European Union & the United Kingdom

2.1. Applicable return policy

For customers located outside the European Union and the United Kingdom, the 14-day right of withdrawal does not apply, in accordance with local regulations.

Returns are therefore only accepted in the following situations:

  • defective item,
  • an error on our part concerning the model, size, color, or product delivered.
    (If the error comes from the customer — wrong size selected, wrong model chosen, etc. — no return can be accepted.)

2.2. Return procedure

If an issue arises, please contact us within 14 days of receiving your order at:
support@egofilm-universe.com

We will provide the return address and the instructions to follow.

⚠️ Any return sent without prior authorization will be refused.

2.3. Return shipping costs

  • Defective item or error on our part: all costs are fully covered.
  • Any other situation: no return accepted.

3. Returns not accepted (all countries)

Returns cannot be accepted in the following situations:

  • item worn, washed, or used,
  • item damaged after delivery,
  • missing or heavily damaged original packaging,
  • return sent after the allowed time limits,
  • return shipped without prior approval.

4. Administrative address (do not return items here)

Egofilm
96 Rue Paradis
13006 Marseille, France

This address is for administrative purposes only.
The return address will be provided once the request has been validated by email.

5. Refunds

Once the returned item has been received and inspected, we will inform you by email whether the refund has been approved or denied.

If your refund is approved:

  • it will be issued to your original payment method within 5 business days,
  • and no later than 14 days after the returned product is validated.

Bank processing times may vary depending on the institution.