Refund policy
Last updated: October 20, 2026
At IVAREE, we want your shopping experience to be clear and transparent. This policy explains how to request a return, where to send your items back, when return costs are covered and how refunds are made.
For any question about a return or a refund, you can contact our returns department at the following address: retour@ivaree.com.
1. Return period: up to 30 days
At IVAREE, you have a commercial period of 30 days from receipt of your order to request a return, subject to the conditions set out in this policy.
This commercial period includes the 14-day legal right of withdrawal applicable to distance purchases, in accordance with the French Consumer Code (articles L221-18 et seq.).
Legal right of withdrawal: you have 14 days from receipt of your order to exercise your right of withdrawal, without having to justify your decision or bear any costs other than the direct cost of returning the goods. Giving a reason is entirely optional. After this period, and until the 30th day following receipt, you may request a return under IVAREE’s commercial policy, according to the applicable return conditions.
The legal warranties applicable to products remain independent of these commercial periods.
2. How to request a return
Returns are accepted only after IVAREE’s prior written approval. Before shipping a parcel, you must send your request by e-mail to retour@ivaree.com.
To help us process your request, please include:
Your order number;
Your first and last name;
The e-mail address used for the order;
The item(s) concerned and the quantities;
The date you received the order;
The reason for your request, if you wish to give one (optional).
You can use the form provided below or, to exercise your legal right of withdrawal, send any other unambiguous statement setting out your decision to withdraw.
After receiving your request, our returns department replies in writing with its approval and the return instructions (reference to write on the parcel, shipping arrangements). For a legal withdrawal, this approval simply confirms that your request has been registered and sets out the practical arrangements: it is not a condition of your right of withdrawal. The items must then be sent back no later than 14 days after you communicated your decision to withdraw.
Return address
Once you have received approval, please send the items to the following address:
IVAREE – Service retours
c/o Relais Pickup Station de la Patte d’Oie
100 rue Édouard Isambard
27120 Pacy-sur-Eure, France
Do not ship your parcel before you have received our written approval. Parcels sent without prior approval are not accepted at the pickup point and may be returned to you.
We recommend that you keep your proof of postage and your tracking number until your request has been fully resolved.
Return / withdrawal request form
You can copy the following template, fill it in and send it to retour@ivaree.com.
To: IVAREE – Service retours, retour@ivaree.com
Subject: Return / withdrawal request — order [order number]
I hereby give notice that I withdraw from the contract for the sale of the items below / I request a return of the following items: [item names and quantities].
Order number: [to be completed]
Order date: [to be completed]
Date of receipt: [to be completed]
First and last name: [to be completed]
Postal address: [to be completed]
E-mail address: [to be completed]
Date of request: [to be completed]
Requested outcome: [refund or exchange, subject to availability]
Reason: [optional for a withdrawal; to be specified for a damaged or non-conforming product]
Please send me your approval and the return instructions.
3. Return costs
Change of mind or withdrawal
The direct cost of returning the goods is borne by the customer in the event of a change of mind or exercise of the right of withdrawal, in accordance with the applicable legal conditions and provided this information was given before purchase.
The customer may choose their carrier. IVAREE recommends a shipping method that provides proof of postage and a tracking number.
Defective or non-conforming product, or error attributable to IVAREE
Where the return is due to a defect, a lack of conformity or an error attributable to IVAREE, the applicable costs are borne by IVAREE in accordance with the customer’s legal rights.
The legal warranties remain applicable independently of the 30-day commercial return policy.
4. Condition of returned items
You may examine an item to the extent necessary to establish its nature, characteristics and functioning, as you could in a shop.
In the event of withdrawal, any diminished value may be taken into account where it results from handling beyond what is necessary to examine the item, in accordance with the applicable regulations.
We recommend returning the item with its accessories and the elements supplied on delivery, where possible.
Opening the packaging or reasonably examining the product does not, in itself, remove the legal right of withdrawal.
The customer’s rights in the event of a defective or non-conforming product are not limited by the condition requirements set for returns due to a simple change of mind.
5. Refunds
IVAREE commercially undertakes to issue the refund within 10 calendar days of receiving the returned parcel, subject to verification of the request and the applicable conditions.
The refund is made using the same means of payment as used for the purchase, unless the customer expressly agrees to another means of payment at no cost.
Where the legal right of withdrawal is exercised, the refund includes the sums due under the applicable regulations, in particular the price of the returned items and the related standard delivery costs. The supplement corresponding to a more expensive delivery method chosen by the customer is not refunded where the law permits.
The commercial period announced by IVAREE does not limit the consumer’s legal rights. In particular, in the case of a legal withdrawal, the refund is made no later than the legal period of 14 days from notification of the decision to withdraw. For a sale of goods, it may be deferred under the conditions provided by law, in particular until the goods have been recovered or until proof of their dispatch has been received, whichever is earlier.
If your refund does not appear after it has been processed, you can contact retour@ivaree.com with your order number.
6. Exchanges
An exchange may be offered depending on product availability and after approval by customer service.
To request an exchange, contact retour@ivaree.com stating your order number, the item concerned and the product you would like.
Sending an item back does not automatically trigger the shipment of a new item. The exchange arrangements will be sent to you by our customer service.
This commercial procedure does not limit the customer’s rights regarding withdrawal or legal warranties.
7. Products excluded from the legal right of withdrawal
In accordance with the applicable regulations, certain products may be excluded from the legal right of withdrawal, in particular goods made to the consumer’s specifications or clearly personalised.
This exception applies only to products that actually meet the conditions provided by law.
Any other legal rights that may apply, in particular in the event of a defect or lack of conformity, remain preserved.
8. Damaged, defective or non-conforming product
If you receive an item that is damaged, defective or does not match your order, contact our customer service at retour@ivaree.com.
To help us process your request, please provide:
Your order number;
The name of the item concerned;
A description of the problem;
Photographs, if they help illustrate the problem.
Our customer service will tell you how to proceed.
The applicable legal warranties, in particular the legal guarantee of conformity and the warranty against hidden defects, remain independent of the 30-day commercial return policy. The rights and remedies provided by law are not removed by this policy.
9. Contact
For any question about returns, exchanges or refunds, you can contact IVAREE:
Returns and refunds department
E-mail: retour@ivaree.com
Return address (only after written approval):
IVAREE – Service retours
c/o Relais Pickup Station de la Patte d’Oie
100 rue Édouard Isambard
27120 Pacy-sur-Eure, France
Please include your order number to help us process your request.