Refund policy

Return eligibility conditions

To be eligible, your item must:

• •Be in the same condition as when you received it
• •Have its original tags
• •Come with the receipt or proof of purchase (order number, confirmation email, etc.)

Items sent back without a prior return request cannot be processed.

How to request a return

To make a return, contact us atcontact@kneefitpro.comwith your order number and the reason for the return.

Our team will confirm whether your request is eligible within 24 to 48 working hours and will send you precise instructions along with the return address.

Return costs

Return costs are paid exclusively by the customer, except in the following cases where KneeFit Pro covers them:

• •Product faulty on arrival
• •Error on our part (wrong item sent, etc.)
• •Item damaged in transit

Your two refund options

In all other cases, you always have the choice between two solutions:

Damage and issues

Please inspect your order as soon as you receive it and contact us immediately atcontact@kneefitpro.comif the item is faulty, damaged, or if you received the wrong item.

If possible, attach photos of the defect or of the item received so that we can process your request quickly. We will assess the situation case by case and replace or refund the item, without requiring a return for proven defects.

Right of withdrawal (European Union)

In accordance with European Directive 2011/83/EU, if the goods are shipped within the European Union, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to justify your decision.

To exercise this right, simply notify us of your decision by email atcontact@kneefitpro.combefore the deadline.

The item must be returned to us in its original condition (not worn, not used, tags attached, original packaging) within a maximum of 14 days after notifying us of your withdrawal. Return costs remain your responsibility, unless the product is faulty.

Legal guarantee of conformity

For customers residing in France and the European Union, in accordance with Articles L217-3 et seq. of the French Consumer Code, all our products benefit from a 2-year legal guarantee of conformity from delivery of the goods. This guarantee covers lack of conformity existing on the date of delivery.

In the event of a lack of conformity, you can request the repair or replacement of the product free of charge. To claim under this guarantee, contact us atcontact@kneefitpro.comwith photos of the defect.

You also benefit from the legal guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code).

Refund times and terms

If you choose the 50% refund without a return, the refund is triggered immediately after approval; depending on your bank, it usually appears within 48 hours.

If you choose to return the product, we will let you know as soon as your parcel has been received and inspected. Once the refund is approved:

• •You will be refunded to your original payment method (bank card, PayPal, Klarna, etc.)
• •The refund is processed within 10 working days of receiving the return
• •The refund includes the price of the product (excluding initial delivery costs and return costs, unless the product is faulty or we made an error)
• •The time it takes to appear on your account depends on your bank or credit card company

If more than 15 working days have passed since your return was approved and you have not received your refund, contact us atcontact@kneefitpro.com.

Non-returnable items

For hygiene or personalisation reasons, some items cannot be returned:

• •Made-to-measure or personalised products
• •Gift cards
• •Items that have been used or worn

Disputes and undelivered parcels

In the event of a delivery delay or a transit problem, contact our customer service at contact@kneefitpro.com. We handle each case individually and offer suitable solutions (reshipment, partial or full refund depending on the situation).

For parcels declared lost by the carrier after investigation, we offer either a reshipment or a full refund. One or the other, never both.