Refund policy

1. Right of withdrawal

In accordance with the French Consumer Code, every private purchaser has a statutory period of 14 days from receipt of the order to exercise the right of withdrawal, without having to provide a reason.

To exercise this right, the customer must complete and send us the official withdrawal form available here: https://www.mitchbyaef.com/pages/formulaire-de-retractation

No withdrawal request will be considered without this duly completed form. The form must also be sent by email to contact@mitchbyaef.com, stating the order number, within 14 days of receipt.

The refund will be made within 14 days following receipt of the returned items and after their condition has been checked.

2. Defective or non-conforming products

The 2-year statutory guarantee of conformity applies in accordance with Articles L217-3 and following of the French Consumer Code.

In the event of a defective or non-conforming product, MITCH By AEF handles the claim, subject to the required evidence being provided.

MANDATORY CONDITIONS FOR ANY CLAIM:

Any request must be sent to contact@mitchbyaef.com and must be accompanied by:

  • Clear photos of the defect observed from several angles
  • A demonstration video if the defect is functional, for example if the product does not switch on or does not work
  • A photo of the product in the packaging in which it was received
  • A photo of the shipping label
  • The order number

Without these items, no claim can be processed.

Once the evidence has been approved by our team, we offer a choice between:

  • A refund of the amount paid, less return costs, customs charges and other shipping costs incurred
  • Reshipment of the product at our expense, only in the event of a defective product or an error by MITCH By AEF

MITCH By AEF reserves the right to refuse any request where the evidence is insufficient, inconsistent or clearly fraudulent.

Abusive or repeated requests may be reported and may result in the customer account being blocked.

3. Return eligibility conditions (right of withdrawal)

To be accepted under the right of withdrawal, the return must meet all of the following conditions:

  • The official withdrawal form must be completed and sent before any shipment: https://www.mitchbyaef.com/pages/formulaire-de-retractation
  • Photos showing the items in their current condition must be sent by email, with labels visible and original packaging intact, before any request is approved
  • The item must be unused, unworn and in perfect condition
  • The item must be returned in its original packaging with all accessories and proof of purchase
  • The return must be sent within 14 days of receipt

Without the completed withdrawal form and photos, no return will be approved or processed.

MITCH By AEF reserves the right to refuse any return where the items show signs of use, washing or deterioration.

4. Return costs

  • Defective product or error by MITCH By AEF: return costs are covered
  • Right of withdrawal: return costs are borne by the customer
  • Customs charges outside the EU: borne by the customer

5. Non-returnable items

In accordance with the applicable regulations, certain products cannot be returned:

  • Personalised products
  • Perishable products
  • Opened hygiene products
  • Underwear and swimwear, for hygiene reasons, in accordance with Article L221-28 of the French Consumer Code
  • Digital content and/or training that has been accessed
  • Gift cards

6. Return procedure

  1. Complete the official withdrawal form: https://www.mitchbyaef.com/pages/formulaire-de-retractation
  2. Send the completed form with photos of the items to contact@mitchbyaef.com, together with the order number
  3. Wait for approval and return instructions from our team
  4. No return will be accepted without prior approval and a completed withdrawal form

7. Refusal of refund

MITCH By AEF reserves the right to refuse any refund in the event of:

  • Failure to comply with the return conditions
  • Missing completed withdrawal form
  • Missing photos of the items before return
  • Used, damaged or incomplete product
  • Abusive and/or fraudulent request

Any claim for a damaged or non-conforming product must be accompanied by clear photos and/or videos of the defect observed, the product in its packaging and the shipping label. Without these items, no claim can be processed.

8. Bank processing times

Processing times applied by banks may vary and do not depend on MITCH By AEF.

9. Mediation

In the event of an unresolved dispute, the customer may use a consumer mediator. MITCH By AEF is a member of the MEDICYS mediation service.

www.medicys.fr - 73 boulevard de Clichy, 75009 Paris

Contact

For any request: contact@mitchbyaef.com