Refund policy

Return and Withdrawal Policy – Felpatee

Introduction & Right of Withdrawal

In accordance with the legislation in force in the European Union (Directive 2011/83/EU), customers residing in the EU have a right of withdrawal of 14 calendar days from the delivery of the last item of their order to change their mind and request a return, without having to justify their reasons.

Legal Exception on Customization: This right of withdrawal does not apply to items made according to the consumer's unique specifications or clearly personalized (for example, a garment on which you explicitly request the addition of a name, a date, or a custom graphic modification at your request). Standard items from our on-demand printed collections (standard sizes and designs from our store catalog) remain eligible for the right of withdrawal under the conditions defined below.

1. Order Cancellation (Before Shipping)

To limit textile waste and prevent unnecessary production, you can request the cancellation of your order directly from your customer area until it is executed (as long as the order has not been marked as shipped). Each piece is printed specifically on demand, so we encourage you to use this feature as soon as possible if you realize a size or color error after your purchase.

2. Eligibility Conditions for Return

To obtain a full refund following the exercise of your right of withdrawal or for a defect, the returned item must strictly comply with the following conditions:

  • Be returned within a maximum of 14 days following your withdrawal request.
  • Be in strictly new condition: unworn (except for quick fitting), unwashed, unaltered.
  • Be free of any signs of use, makeup, pet hair, or strong odors (perfume, tobacco).
  • Be accompanied by its original tags and, if possible, its protective packaging.

Note: In accordance with the law, Felpatee reserves the right to apply a depreciation or refuse the refund if the product is returned in a condition that prevents its resale.

3. Return Shipping Costs

Return shipping costs are the sole and exclusive responsibility of the customer, except in cases of proven non-compliance (see Section 4). The customer is free to choose their preferred carrier, but we strongly recommend using a tracked shipment (such as Colissimo or tracked letter) to avoid any disputes in case of loss by the carrier.

4. Defective, Damaged, or Non-Compliant Products

If, despite all our quality controls, your item has a manufacturing defect, arrived damaged during transport, or if there is an error on our part (wrong design, wrong size delivered compared to your order):

  1. Contact us immediately at contact@felpatee.com within 14 days.
  2. Include your order number and clear photos of the defect or error observed.
  3. After validation by our team, we will send you a prepaid return label (costs covered by us) or we will directly send a replacement item at our expense.

5. Standard Withdrawal Form (EU Customers)

To exercise your right of withdrawal, you can use the automated process available on our Shopify site or copy and paste the form below and send it to us via email at contact@felpatee.com:

To the attention of Felpatee (contact@felpatee.com): I/We () hereby notify you of my/our () withdrawal from the contract for the sale of the good () below: — Ordered on () / received on (): — Order number: — Name of the consumer(s): — Address of the consumer(s): — Date: () Strike out the mention that does not apply.*

6. Procedure in Case of Non-Receipt or Loss of Package

If your order has exceeded the estimated delivery date and has not arrived:

  1. Check the address entered on your shipping confirmation email.
  2. Contact your post office or your immediate neighbors (the package may have been deposited there).
  3. If the package remains untraceable, contact us at contact@felpatee.com no later than 14 days after the estimated delivery date.

Note: If non-delivery is due to an incorrect or incomplete address entered by the customer, the reshipment of the package or the production of a new item will be fully charged to the customer.

7. Refunds and Gift Cards

  • Gift Cards: The right of withdrawal of 14 days applies to unused gift cards. Upon validation of your request, the gift card will be deactivated and the refund initiated.
  • Processing Times: Once your return is received and inspected by our services at the address below, we will inform you of the validation of your refund. This will be processed to your original payment method within a maximum of 14 calendar days.

8. Exchanges

We do not offer standard direct exchanges on our store. If you would like a different size or color than the one ordered, the procedure is to exercise your right of withdrawal to return your original item (shipping costs at your expense) and place a new order directly on our site.

9. Address for Authorized Returns

Any physical return, after validation of the request by email or through the customer interface, must be sent to the following address:

Grafixfun Chemin de Mascardaccia 2 20129 BASTELICACCIA France