Published for the storefront pending legal review. This page complements the terms of sale and does not replace them.
This page describes returns, exchanges and claims offered by SENA FRANCE on senafrance.com. The logged-in My returns form is how you file a request; it is not a return right by itself.
1. Personalised goods — no legal cooling-off
Under article L. 221-28 3° of the French Consumer Code, the withdrawal right does not apply to goods made to the consumer’s specifications or clearly personalised. Marked items (print, embroidery, transfer or other techniques) are produced from the files, text, colours and options you approve. Check the artwork and, where applicable, the proof before production starts.
2. Unmarked items
When the order is unmarked goods only (no decoration), consumers have the legal 14-day withdrawal period from receipt (article L. 221-18). The item must be unused, complete and in its original packaging. Return shipping is at your expense. After inspection, the price of the goods and outbound delivery charges are refunded; return postage remains payable by the customer.
3. Size exchange (commercial goodwill)
On top of the law, we offer a size exchange on personalised items for unit orders delivered in metropolitan France: up to 5 pieces, within 15 calendar days of receipt. The item must be unworn, unsoiled, complete and in its packaging. The exchange is the same model in another size, subject to stock. Embroidery and markings that cannot be restocked as blanks may be excluded. Bulk / professional series and deliveries outside metropolitan France are handled by customer service. Return shipping for a simple size change remains at your expense, unless we prepared the order incorrectly.
4. Defect or picking error
Report a visible defect, picking error or obvious non-conformity within 72 hours of receipt, with clear photos and the order or quote number, via My returns or info@senafrance.com. If the defect or error is confirmed, we cover the return and offer a replacement, take-back or refund depending on the case and stock.
5. Condition of goods
We do not accept returns of worn, soiled or incomplete items, or items without original packaging, except defects noted on receipt.
6. How to file a request
Sign in and use My returns, or write to info@senafrance.com / contact. Include the order number, the items and the reason (size, defect, withdrawal on unmarked goods, etc.).
7. Shipping
Lead times and carriage are described on the Shipping page. Check the parcel on delivery and note reservations with the carrier if damage is visible.