Refund Policy
Last updated: January 1, 2025 — In accordance with articles L.221-18 et seq. of the Consumer Code. On the EGIDYA marketplace, returns are processed directly with partner brand sellers.
Contact us
Send your request to info@egidya.fr within 14 days of receipt, including your order number.
Validation
Our team will review your request and provide you with specific return instructions for the brand concerned.
Product return
Return the product in its original condition, complete, with its packaging and tags intact, within 14 days.
Refund
After verification and acceptance of the return, you will be refunded within 14 days via the original payment method.
Legal Right of Withdrawal
In accordance with article L.221-18 of the Consumer Code, any buyer has a period of 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to give reasons or pay penalties.
This right applies to all purchases made on the EGIDYA platform by consumers acting for non-professional purposes. On our marketplace, returns are coordinated by EGIDYA but processed directly with partner brand sellers, unless otherwise stipulated in specific agreements.
The 14-day period begins the day after the physical receipt of the package. In the case of an order for several products delivered separately, the period runs from the receipt of the last item.
How to exercise your right of withdrawal
Mandatory notification
To exercise your right of withdrawal, you must notify your decision before the expiry of the 14-day period by one of the following means:
- By email to info@egidya.fr stating your order number, the items concerned, and the date of receipt
- Via your customer account on the EGIDYA platform, under the "My Orders" section
- By postal mail to: EGIDYA SASU, 91 rue du Faubourg Saint-Honoré, 75008 Paris
The date your notification is sent is proof of compliance with the 14-day period. Any incomplete request (without order number or product identification) cannot be processed within the deadlines.
Required information
- Last name, first name, and delivery address
- Order number and date of receipt
- Reference(s) of the returned product(s)
- Reason for return (optional but appreciated to improve our service)
Conditions by product category
Return and refund conditions vary according to the nature of the product, in accordance with current regulations (Art. L.221-28 of the Consumer Code) and the specificities of each category:
Opened cosmetics & skincare
Any cosmetic, skincare or beauty product whose protective seal or tamper-evident seal has been removed after delivery cannot be returned or refunded, for reasons of hygiene and health protection, in accordance with article L.221-28 of the Consumer Code. This rule applies to opened creams, serums, foundations, lipsticks, oils, perfumes, etc.
Worn clothing
Any clothing that has been worn (beyond simple static try-on), washed, or shows signs of use (deodorant, makeup, perfume, deformation) cannot be accepted for return. Only reasonable trying on, comparable to what a changing room would allow, is tolerated. The seller reserves the right to refuse the return or to apply a discount in case of observed depreciation.
Accessories (bags, jewelry, belts, glasses, etc.)
Accessories are eligible for return within 14 days, provided they are returned in their original, unworn condition, with all tags, certificates of authenticity, and original packaging intact. Any accessory showing signs of use (scratches, wear marks, deformation, odor) may be refused or subject to a discount. Jewelry and items with hygiene elements (earrings) that have been unsealed are non-refundable.
Fashion & ready-to-wear (unworn)
Unworn clothing, with intact tags, in its original packaging, is eligible for return within 14 days of receipt. The item must be in the same condition as upon delivery. In case of doubt about the condition of the product, a verification will be carried out upon receipt of the return by the partner brand.
Important: Some unopened perfumes and cosmetics still sealed in their original packaging remain eligible for return within the legal 14-day period. Once the packaging is unsealed or opened, return is no longer possible for regulatory reasons.
General Return Conditions
To be accepted, any returned product must imperatively meet the following conditions:
- Returned in its original condition — unused, unworn, unwashed, undamaged
- With all its tags, security tags, and authenticity mentions intact
- In its complete original packaging (box, pouch, cover, certificate, instructions)
- Accompanied by the delivery note or a copy of the order confirmation
- Shipped no later than 14 days after sending your withdrawal notification
Any returned product not complying with these conditions may be refused by the partner brand and returned to the buyer at their expense, or be subject to a reduction in the refunded amount proportional to the observed depreciation, in accordance with article L.221-23 of the Consumer Code.
Return shipping costs
Return shipping costs are the responsibility of the buyer, except in the following cases:
- The product is defective, damaged during transport, or not compliant with the order
- The partner seller covers the return shipping costs (specified on their shop page)
- EGIDYA failed to inform the buyer that return shipping costs were their responsibility
It is strongly recommended to use a shipping service with tracking and insurance for the return of any valuable item. EGIDYA and partner sellers cannot be held responsible for the loss or damage of a returned package.
Refund Deadlines & Procedures
Receipt of your request
We acknowledge receipt of your withdrawal request within 48 working hours and provide you with return instructions.
Return Shipping Deadline
You have a maximum of 14 days from the sending of your notification to return the product(s) concerned.
Verification of the returned package
Upon receipt of the return, the partner brand proceeds to verify the condition of the product within 2 to 5 working days. EGIDYA is informed of the result.
Refund processed
The refund will be made no later than 14 days after receipt of the returned product or provision of proof of shipment — whichever of these two events occurs first (Art. L.221-24 C. conso.).
Method of Refund
The refund is made exclusively via the same payment method used during the initial order, unless the buyer expressly agrees to another method that does not incur additional costs:
- Credit card: credit to your card (additional delay possible depending on your bank)
- PayPal: credit to your PayPal account within the announced deadlines
Late payment penalties: In the event of a late refund beyond the legal period of 14 days, the amounts due are automatically increased in accordance with Article L.242-4 of the Consumer Code (legal interest rate, then progressive increase depending on the number of days of delay).
Defective or non-compliant products
If you receive a product that is defective, damaged during transport or does not match your order, you benefit from the following legal guarantees, regardless of the 14-day withdrawal period:
- Legal guarantee of conformity (Art. L.217-4 et seq. C. conso.): 2 years from delivery — repair, replacement or refund
- Guarantee against hidden defects (Art. 1641 C. civil): action within 2 years from the discovery of the defect
In case of a defective or non-compliant product, return shipping costs are fully covered by the partner seller. Contact us immediately at info@egidya.fr with photos of the product and your order number.
EGIDYA will act as an interface with the concerned partner brand and will ensure that your situation is handled as quickly as possible, in accordance with applicable legal obligations.
Order Cancellation
You can request to cancel your order free of charge as long as it has not yet been shipped by the partner brand. Contact us as soon as possible at info@egidya.fr stating your order number.
If the order has already been shipped by the seller at the time of your request, it will not be possible to intercept it. In this case, you will have to wait for the package to be delivered and follow the standard return procedure within the legal period of 14 days.
In case of cancellation accepted before shipment, a full refund will be issued within 14 days via the initial payment method.
Disputes & Mediation
In the event of a dispute relating to a return or refund, we invite you to first contact our customer service at info@egidya.fr. We will do our utmost to find an amicable solution as soon as possible, in conjunction with the relevant partner brand.
In the event of an unresolved dispute, you can have free recourse to a consumer mediator, in accordance with articles L.616-1 and R.616-1 of the Consumer Code. For cross-border disputes within the European Union: ec.europa.eu/consumers/odr
You can also report any problem to the DGCCRF via the SignalConso platform: signal.conso.gouv.fr