At REBOOT ATELIER, we value every customer’s shopping experience. We are committed to providing high-quality shell jackets and outdoor apparel. If you are not satisfied with your purchase, you may request a return or refund in accordance with the policy below.
This policy applies to products sold by REBOOT ATELIER to customers in Europe and complies with applicable European consumer protection laws.
- Return Request Period
Customers may request a return for purchased items, provided they meet the applicable return criteria.
For orders subject to the EU right of withdrawal for distance contracts:
Customers generally have the right to notify us of their decision to withdraw from a purchase within 14 days of receiving the items.
Once a customer has notified us of their withdrawal, they must return the items within the following 14 days.
Legal exceptions and other applicable conditions are governed by local law.
Beyond the statutory right of withdrawal, other return requests will be handled in accordance with this policy and applicable law.
- Returns After Unboxing
REBOOT ATELIER allows customers to return items even after they have been unboxed, provided that the return meets the applicable legal requirements and conditions.
Specific requirements are as follows:
Items may be returned even if the packaging has been opened.
Customers are permitted to inspect the fabric, color, size, and basic functionality of the shell jacket within a reasonable scope.
Items should be kept as intact as possible and returned with all original accessories, tags, and packaging materials.
Items must not show signs of damage or significant loss in value resulting from use that exceeds what is necessary for a reasonable inspection.
Important Note: Simply unboxing an item does not disqualify it from being returned. If an item shows signs of use beyond a reasonable inspection, or has sustained damage or a loss in value, we may address this reduction in value in accordance with applicable law; however, this does not negate the customer’s statutory right of withdrawal.
- Product Quality Issues and Incorrect Shipments
Please contact us promptly if you encounter any of the following issues with your order:
The product has a quality defect.
The product was damaged during transit.
The item received does not match your order.
You received the wrong style, color, or size. There is a substantial discrepancy between the product received and its description on the website.
In eligible cases, we will provide appropriate solutions in accordance with applicable law, which may include repair, replacement, a refund, or other statutory remedies.
- How to Request a Return
If you wish to request a return, please contact us via our customer service email.
To help us verify your order, please include the following information in your email:
Order number.
Name of the purchased item(s).
Reason for the return.
Photographs of the item(s) (if the return is due to damage or quality issues).
Customer name and the email address used for the order.
Once we receive your request, we will verify the order details and provide you with instructions on how to proceed with the return.
- Return Address and Contact Information
To ensure your return package is received correctly, please contact us to obtain the most up-to-date return address and return instructions before sending any items back.
Address: 11 Rue de L’Épine, 67000 Strasbourg
- Return Shipping Costs
If a return is initiated due to a change of mind, the exercise of a statutory right of withdrawal, or other reasons unrelated to product quality, the return shipping costs will be determined in accordance with the information disclosed at checkout and applicable law.
If a return is due to quality defects, damage during transit, an incorrect shipment, or other issues for which the seller is legally responsible, we will cover the return shipping costs in accordance with applicable law.
- Refund Processing Time
Following a valid exercise of a statutory right of withdrawal, we will process your refund in accordance with applicable law.
For orders subject to the EU statutory right of withdrawal:
We will generally issue a refund within 14 days of receiving your notice of withdrawal.
For product purchases, we may withhold the refund until we have received the returned items or until you have provided proof that the items have been shipped back—whichever occurs first.
Refunds will, in principle, be issued via the original payment method used for the purchase.
For refunds related to quality issues or other after-sales requests, we will process the refund in accordance with applicable law and the specific circumstances of the case.
The actual time it takes for funds to reach your account may vary depending on the processing speeds of your payment service provider, issuing bank, or other financial institutions.
8. Refund Amounts and Related Costs
For orders eligible for a refund, the process will be handled in accordance with applicable laws and the actual amount paid.
For orders where a consumer exercises their statutory right of withdrawal, we will provide a refund as required by applicable law, including standard delivery costs where applicable.
If a customer chooses a delivery service more expensive than our lowest-priced standard delivery option, the additional costs will be handled in accordance with applicable law.
We may, as permitted by law, address any reduction in the value of goods resulting from use that exceeds what is reasonably necessary to inspect the items.
- Situations Where Returns Are Not Accepted
To the extent permitted by law, the following circumstances may affect a return request:
The product has sustained visible damage due to improper use by the customer.
The product shows signs of use that exceed what is reasonably necessary for inspection.
The product is missing essential accessories, making it impossible to reasonably verify its completeness.
The customer has failed to submit the request in accordance with the procedures or timeframes stipulated by applicable law.
However, this policy does not exclude or limit any statutory rights, such as the right of withdrawal, product quality guarantees, or other mandatory consumer rights.
- Order Cancellation
If you wish to cancel an order that has not yet been dispatched, please contact us via our customer service email as soon as possible.
If the order has not yet entered the shipping process, we will do our best to assist with the cancellation and issue a refund in accordance with applicable regulations.
If the product has already been dispatched, you may proceed with the return process in line with your statutory right of withdrawal and our return policy.
- Contact Us
If you have any questions regarding returns, refunds, product quality, or order cancellations, please contact us via the following channels:
Company: REBOOT ATELIER
Address: 11 Rue de L’Épine, 67000 Strasbourg
Email: [email protected]
Phone: +33 675547980
Please provide your order number when contacting us so that we may verify your request more efficiently.
REBOOT ATELIER appreciates your support and trust. We are committed to providing every customer with fair, transparent, and reliable after-sales service.