Last updated: 13 October 2026

This page explains how to return a Product and how refunds work. It completes article 9 (right of withdrawal) and article 7 (warranties) of our Terms of sale. Nothing here limits your statutory rights as a consumer.

1. YOUR RIGHT TO WITHDRAW (14 DAYS)
If you are a consumer, you may withdraw from your order without giving any reason within fourteen (14) days of receiving your Product. If your order has several Products delivered separately, the period runs from receipt of the last Product.

2. PRODUCTS THAT CANNOT BE RETURNED
Under article L.221-28 of the French Consumer Code, the right of withdrawal does not apply to:

• Products sealed for hygiene and health protection reasons that you have unsealed after delivery, whether or not you used them. Each Product is delivered in a sealed plastic bag, clearly visible. Once the seal is broken, the Product can no longer be returned for withdrawal.
• Made-to-order Products: Products marked “Made to order” on their Product page, which we manufacture after your order according to the characteristics you choose. You are informed of this, and you confirm it, before you pay. The packaging being opened or not does not matter.

Products that are not made to order are subject to the right of withdrawal as long as they remain sealed. These exclusions do not affect your warranty rights: a defective Product can always be returned under section 6.

3. HOW TO WITHDRAW
Before the 14-day period ends, tell us clearly that you wish to withdraw. Send an email to ReplaceHelloNeitatoys, with your name, address, order number and the Product(s) concerned. It is recommended to provide a photo to prove the package is still sealed.

We acknowledge receipt of your withdrawal without delay and within 3 working days send you, by email, the address to which to return the Product. You do not need to wait for our reply to prepare your parcel.

4. RETURNING THE PRODUCT

• Send the Product back to the address we email you, within fourteen (14) days of telling us that you withdraw.
• Return costs are at your expense. Choose a method that provides proof of shipment and tracking, because the Product travels at your risk until we receive it.
• Return the Product sealed, unused and, if possible, in its original packaging. Put your order number inside the parcel and do not write on the outer packaging.
• If you return a Product that has been unsealed or used, you lose your right to withdraw, and we may refuse the refund and send the Product back to you at your expense. If a Product is returned damaged or handled beyond what is needed to check it, we may deduct the loss in value from your refund, as the law allows.

5. REFUND

• We refund all sums paid, including the standard delivery cost, no later than fourteen (14) days after you told us that you withdraw. We may wait until we have received the Product or until you show proof that you sent it, whichever comes first.
• If you chose a more expensive delivery option than our standard (cheapest) one, the extra cost is not refunded. Return costs are not refunded either.
• Customs duties, import VAT and other charges paid outside the European Union to the customs authority or the carrier are not collected by us and cannot be refunded by us; ask the authority that charged them.
• The refund is made to the same payment method used for the order (card via Stripe, or PayPal), at no cost to you. Your bank or PayPal may take a few working days to show it.

6. DEFECTIVE, DAMAGED OR WRONG PRODUCTS
Legal warranties apply to all Products (articles 7.1 and 7.2 of our Terms of sale), including those that have been unsealed or made to order. If your Product is defective, damaged in transit or not what you ordered:

1. Write to ReplaceHelloNeitatoys with your order number, a description of the problem and photos of the Product and, for transport damage, of the packaging. For damage in transit, please do so within 72 hours of receipt if you can.
2. We reply within 3 working days and propose a repair, a replacement, a price reduction or a refund, according to your rights. You choose between repair and replacement unless one option is disproportionately costly.
3. We bear all costs: we send you a prepaid return label or reimburse the cost of your return on proof.
4. We carry out the remedy within thirty (30) days. If the Product is no longer available, we refund you in full, including the delivery cost.

For safety and hygiene reasons, a Product returned under warranty is not put back on sale. Please stop using a Product that causes discomfort or irritation, and consult a healthcare professional if needed.

7. CANCELLING BEFORE SHIPMENT
You can cancel an order that has not yet been shipped by emailing ReplaceHelloNeitatoys. We refund you in full, except for made-to-order Products whose production has already begun, which cannot be cancelled.

8. PARCELS THAT ARE REFUSED OR NOT COLLECTED
If the parcel is returned to us because you refused it or did not collect it, and you have not told us that you withdraw (section 3), we refund the price of the Product minus the carrier’s actual charges for the failed delivery and the return of the parcel. The delivery cost you paid is not refunded in this case, unless the failure is our fault. If you do tell us that you withdraw, section 5 applies. If you ask us to send the parcel again, the cost of reshipping is at your expense. See our Shipping page.

9. EXCHANGES
You may ask to exchange a Product that is not made to order for another Product, provided it is still sealed and unused, within fourteen (14) days of receiving it. Write to ReplaceHelloNeitatoys before sending anything. Return costs and the delivery cost of the new Product are at your expense. Any difference in price is settled when we send the new Product. If the new Product is not available, we refund the returned Product under section 5. An exchange does not extend your 14-day right of withdrawal.

10. QUESTIONS AND DISPUTES
Contact us first at ReplaceHelloNeitatoys; most problems are solved this way.