Sandbox ShoppyCrush
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Document issued by Sandbox ShoppyCrush

Refund Policy — Sandbox ShoppyCrush

Version: remboursement-2026-05-01-v1 — Last updated: May 1, 2026

Preamble

This policy sets out the conditions under which the Buyer may exercise their right of withdrawal and obtain a refund of amounts paid to the Seller Sandbox ShoppyCrush.

It applies to distance sales concluded between the Buyer, acting as a consumer, and the Seller. It is drafted in accordance with articles L221-18 to L221-28 of the French Consumer Code and the single-source consistency principle maintained across all shop documents.

1. Right of withdrawal — period and conditions

1.1 Withdrawal period

In accordance with article L221-18 of the French Consumer Code, the Buyer has 14 days to exercise their right of withdrawal, without having to give reasons or bear any costs other than those provided for in articles L221-23 to L221-25.

This period runs from:

  • The day of receipt of the goods by the Buyer or a third party designated by them (other than the carrier) for sales of goods;
  • The day of conclusion of the contract for service contracts;
  • Receipt of the last item when the order covers several items delivered separately.

Where the deadline falls on a Saturday, Sunday or public holiday, it is extended to the next working day (article L221-19).

1.2 How to exercise the right of withdrawal

To exercise their right of withdrawal, the Buyer may:

  1. Notify their decision from their personal account on the shop: "My orders" section → "Request a refund" button, which automatically notifies the Seller;
  2. Send the Seller, before the deadline expires, a clear written statement (registered letter, email, or any other written means) expressing their decision to withdraw;
  3. Use the model withdrawal form provided under article R221-1 of the French Consumer Code, attached to the order confirmation.

The burden of proof of exercising the right of withdrawal within the prescribed period lies with the Buyer (article L221-21).

1.3 Effects of withdrawal

Exercising the right of withdrawal terminates the obligations of both parties. The Buyer must return the goods received; the Seller must refund the amounts paid.

2. Return of products

2.1 Return deadline

The Buyer must return or restore the goods to the Seller, without undue delay and no later than fourteen (14) days after communicating their decision to withdraw (article L221-23).

2.2 Return address

Goods must be returned to the following address:

[Return address not configured]

Return to any other address is not valid and shall not be binding on the Seller.

2.3 Return costs

Unless the Seller has agreed to bear the costs or has failed to inform the Buyer of this obligation, the direct costs of return are borne by the Buyer (article L221-23, paragraph 2).

The Buyer is invited to retain proof of dispatch (postal receipt, parcel tracking) until refund confirmation from the Seller.

2.4 Condition of returned products

Goods must be returned in perfect condition, in their original packaging, accompanied by all accessories and instructions supplied. The Buyer is only responsible for depreciation of the goods resulting from handling other than that necessary to establish their nature, characteristics and proper functioning (article L221-23, paragraph 3).

Products returned damaged, soiled, incomplete or having been used beyond mere inspection will be subject to a reduction in refund or a refund refusal, proportional to the depreciation observed and after communication of the justification to the Buyer.

3. Exceptions to the right of withdrawal

In accordance with article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for:

  • Goods made to the consumer's specifications or clearly personalised;
  • Goods liable to deteriorate or expire rapidly;
  • Goods unsealed by the consumer after delivery that cannot be returned for reasons of hygiene or health protection;
  • Audio, video or computer software recordings unsealed after delivery;
  • Newspapers, periodicals and magazines (except subscriptions);
  • The supply of digital content not provided on a tangible medium the execution of which has begun with the consumer's prior express agreement and express waiver of their right of withdrawal. This notice is, where applicable, presented to the Buyer at the time of purchasing digital products.

The application of exceptions is communicated to the Buyer on the product page or at the time of payment, where the product falls into a relevant category.

4. Refund — terms and deadlines

4.1 Statutory refund deadline

In accordance with article L221-24 of the French Consumer Code, the Seller undertakes to refund the Buyer the full amount paid, within a maximum of fourteen (14) days from the date on which the Seller is informed of the Buyer's decision to withdraw.

The Seller may defer the refund until receipt of the goods or until the Buyer has provided proof of dispatch of the goods, whichever occurs first.

4.2 Refund method

The refund is made using the same payment method as that used by the Buyer for the initial transaction, unless the Buyer expressly agrees to another method. No charges will be levied on the Buyer in respect of the refund.

For bank card payments, the refund is processed by crediting the card used for payment, via the Stripe payment service provider. The time for the credit to appear on the Buyer's bank statement depends on the Buyer's bank (generally 5 to 10 business days).

4.3 Credit note

For each effective refund, the Seller automatically issues a credit note complying with the requirements of article 242 nonies A of the French General Tax Code. The credit note is made available to the Buyer in the "My orders" section of their personal account.

4.4 Interaction with digital product returns

For digital products (file downloads), the refund automatically triggers the revocation of unused download links. The refund amount may be adjusted on a pro-rata basis if part of the digital content has already been downloaded and the Buyer has not exercised their right of withdrawal under the conditions provided for in the exceptions (article L221-28, 13°).

5. Statutory warranties — distinct from the right of withdrawal

Independently of the right of withdrawal, the Buyer benefits from the statutory warranty of conformity (articles L217-3 et seq. of the French Consumer Code) and the warranty against hidden defects (articles 1641 et seq. of the French Civil Code).

5.1 Statutory warranty of conformity

The Buyer has two years from delivery of the goods to take action under the statutory warranty of conformity. During the first twenty-four months (twelve months for second-hand goods), the Buyer is exempt from proving that the defect pre-existed delivery, which is presumed to have existed at the time of delivery.

The Buyer may choose between repair or replacement of the non-conforming goods, subject to the cost conditions provided for by law. If repair and replacement are both impossible, the Buyer may obtain a price reduction or contract termination.

5.2 Warranty against hidden defects

The Buyer may choose to rely on the warranty against hidden defects in the goods under the conditions of articles 1641 et seq. of the French Civil Code. In this case, they may choose between cancellation of the sale or a reduction in the sale price.

5.3 Making warranty claims

To invoke a statutory warranty, the Buyer contacts the Seller directly via the contact details in the Legal Notice, describing the defect identified precisely and enclosing photographs where possible. The Seller handles the request within a reasonable time.

6. Return procedure for refund purposes (RMA)

Where the return is related to a refund request, the Seller may initiate a formal product return procedure (Return Merchandise Authorisation). In this context:

  1. The Seller validates the request and communicates the precise return terms (address, conditions, any labels);
  2. The Buyer dispatches the product in accordance with the communicated terms and retains proof of dispatch;
  3. Upon receipt and satisfactory inspection of the returned product, the Seller processes the refund within the deadlines set out in article 4.

The status of the RMA procedure is accessible from the Buyer's personal account, under "My orders".

7. Disputes and mediation

In the event of difficulty related to a refund, the Buyer is invited to submit a prior written complaint to the Seller via the contact details in the Legal Notice.

In the absence of an amicable resolution, the Buyer may contact the consumer mediator designated by the Seller free of charge, under the out-of-court dispute resolution mechanism (articles L611-1 et seq. of the French Consumer Code):

  • Mediator: [Mediator not configured]
  • Website: [Mediator URL not provided]
  • Address: [Mediator address not provided]

The Buyer may also use the European online dispute resolution platform (ODR) accessible at https://ec.europa.eu/consumers/odr where applicable.

Refund policy for the Sandbox ShoppyCrush shop. For any questions, contact the Seller via the contact details in the Legal Notice.

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