Return shipping is free for metropolitan France.

You must submit your return request within 14 days of receiving your order. The date of your request will be taken into account, even if you have not yet received a reply from us. Just make sure you submit your request within 14 days of receiving your order.

To make your return or exchange request, please fill in the form below. Once your return request has been confirmed, you will receive your free return label by e-mail.

The return label is valid for 7 days. You therefore have one week to send your return package:

1. Print your Colissimo return label.
2. Place your products in their original packaging.
3. Drop off your return parcel at a post office.
4. Once the return package has been received by our after-sales service team, and validated as compliant, we will refund your order within 3 to 7 days. 

Yes, it is possible to exchange one product for another. To do so, contact our customer service department, specifying the product you wish to return and the one you wish to receive in exchange. Once your return has been received and validated by our team, we will dispatch the replacement product within 48 working hours. If the item chosen for exchange has a different price, we will adjust the amount to be paid or refunded accordingly.

Once we receive your return package, we will check the product.
If everything is in order, your refund will be initiated immediately. Depending on your payment method, it may take between 3 and 7 working days for the funds to be credited to your account. If the returned item shows signs of wear, a deduction may be applied to the refund amount to reflect its condition.

• Credit card Refund to the credit card used for payment.
• PayPal / Apple Pay / Google Pay : Refund to the account used at the time of payment.

We offer simple, transparent returns.

• For orders within mainland France : return shipping is free.
• For orders outside mainland France and abroad : return shipping costs are at the customer's expense. We recommend that you use a shipping service with tracking to guarantee receipt of the package.

If your order has already been shipped, you must wait until you receive it to request a return via our returns form.

If your order has not yet been dispatched, please contact our customer service department quickly via our contact form to request cancellation on the contact.

If you receive your order and find that its contents are damaged, please contact New Equilibre customer service.

If you experience any problems with your new New Equilibre product or feel that it is faulty, please contact sav@NewEquilibre.com immediately to report them.

Outside metropolitan France, return shipping costs are at the customer's expense.
To request a return or exchange, please fill in the form below. Once your return request has been confirmed, we will send you the postal address to which to send the return package. We recommend that you use a tracking service, such as Colissimo or Chronopost, to ensure proper delivery of your package.

Refunds are possible if you request them within 14 days of receipt of your order. Items must be returned in their original condition, undamaged and, if possible, in their original packaging. If the product shows signs of wear or damage, a deduction may be made from the refund amount.

When you benefit from a discount linked to a promotion conditional on the purchase of several items (e.g.: discount applied on the purchase of 2 items or more), this discount is only granted if all the conditions of the offer are met.

In the event that you return one or more items that have benefited from such a discount, the refund will be adjusted as follows:

If the return involves the loss of the conditions of the offer (for example, if you fall below the minimum purchase threshold), the discount initially applied will be deducted from the refund. The amount reimbursed will correspond to the price of the item returned, less the portion of the discount from which it benefited.

Exemple : If an offer gives a €10 discount for 2 items purchased and you return one of the items, the discount will no longer apply. The refund will be adjusted accordingly.

If the return does not result in the loss of the offer conditions (for example, if you remain above the minimum purchase threshold), the discount initially applied will be maintained. The amount refunded will correspond to the price of the item returned, including the discount.

Exemple : If you have ordered 3 items, and are only returning one, you will still benefit from the offer of 10 euros for every 2 items purchased. You'll be refunded the discounted price without adjustment.

Express 24h or 48h delivery fees are not refunded when returning an order.

New Equilibre will not charge you for the cost of return delivery from Metropolitan France.