Refund policy

This policy sets out in full the return, exchange and refund arrangements applicable to orders placed on https://fohzshop.fr, published and operated by FōhzShop.

Its purpose is to inform you of the applicable time limits, the condition in which products must be returned, any costs that may be borne by you, the procedure to follow, and the refund time limits and methods.

If there is a conflict on a particular point, the more protective consumer provisions laid down by law prevail.

This policy applies primarily to private Consumers who purchase Products on the Site for non-professional use. It covers electric scooters, spare parts, accessories and, more generally, the items offered for sale on https://fohzshop.fr, subject to the exclusions or special regimes mentioned below.

Professionals, traders and resellers with a Business account may be subject to specific conditions set out in the Terms and conditions of sale, in their professional area or in the contractual documents provided to them. In the absence of a specific provision, the rules set out here apply to the extent compatible with their status as professionals.

This policy does not replace the statutory warranties of conformity and against latent defects. Requests relating to a breakdown, a malfunction or a repair under warranty follow the after-sales process described on the Warranties & after-sales page and in your After-sales tickets area.

In accordance with the French Consumer Code, when you act as a Consumer, you have a period of fourteen (14) days from the physical receipt of your Order to exercise your right of withdrawal, without having to give reasons and without penalty.

The period begins to run on the day on which you take physical possession of the goods or, where delivery is made in several lots, of the last goods in the Order. If the period expires on a Saturday, a Sunday or a public holiday, it is extended until the next working day.

You may submit your request from the Right of withdrawal page or by e-mail to retour@fohzshop.fr, stating your Order number and the Products concerned. We confirm that your request has been received and provide you with the applicable return instructions.

Your Withdrawal takes effect as soon as you notify us of it (Article L. 221-21 of the French Consumer Code). You then send the Product back no later than fourteen (14) days after that notification, in accordance with the arrangements set out below.

Return the Product complete, with its accessories, manuals and protective elements, preferably in its original packaging. The packaging must allow secure transport without damage during transit. You may handle the Product to the extent necessary to establish its nature, characteristics and proper functioning.

If the Product is returned damaged, incomplete or handled beyond what is necessary to establish its nature, characteristics and proper functioning, a deduction corresponding to its loss of value is made from the refund (Article L. 221-23 of the French Consumer Code). The refund is not refused on that ground: only this deduction applies.

For electric scooters, putting the Product into circulation, disassembling it, making an electronic or mechanical modification or carrying out an unauthorised intervention goes beyond what is necessary to establish the nature of the Product and may result in a deduction corresponding to its loss of value. We invite you to keep the Product in a condition that allows simple and rapid inspection upon receipt.

Unless otherwise required by law or where fault is attributable to FōhzShop, Return costs are borne entirely by you. This applies in particular to Returns made under the right of withdrawal, as well as certain exchange Returns where the original Product was conforming.

For spare parts returned by post, a flat fee of four (4) euros is deducted from the refunded amount. That flat fee corresponds to the delivery costs of the Return, which are payable by the Consumer (Article L. 221-23 of the French Consumer Code).

An electric scooter cannot normally be returned by post. From metropolitan France, returning it costs at most three hundred (300) euros. From another country, that cost varies according to the model, weight, volume and carrier, and a personalised quote may be provided to you before any shipment. In all cases, write to retour@fohzshop.fr in order to obtain the arrangements applicable to your case.

No cash-on-delivery parcels will be accepted. Any insurance costs relating to transport also remain at your expense, unless otherwise agreed in writing. We recommend that you keep proof of deposit and parcel tracking until confirmation of receipt by our services.

Before any shipment, a Return case must be opened and approved by FōhzShop. This step makes it possible to verify the eligibility of your request, to provide you with the return address and to specify the conditions applicable to your Product.

Do not ship the parcel before you have received our return instructions: a shipment made without these instructions may delay processing of the case or give rise to additional costs.

Once your Withdrawal has been notified, you have a period of fourteen (14) days from that notification to return the goods, in accordance with the instructions provided. Keep proof of shipment until the case is closed.

Upon receipt of your parcel, FōhzShop inspects the Product: general condition, presence of all parts and accessories, and absence of damage or of handling beyond what is necessary to establish its nature, characteristics and proper functioning. A parcel that is empty, or that does not contain the Product, is treated as no Return having been made.

If the Product comes back complete and undamaged, the refund or exchange is carried out according to the nature of your request. If it comes back damaged, incomplete or handled beyond that extent, we inform you by e-mail of the amount of the deduction corresponding to its loss of value, which is taken off the refund (Article L. 221-23 of the French Consumer Code). If you have already been refunded on proof of shipment, we ask you to pay us the amount of this deduction, or to pay the refund back to us if the Product was not in the parcel.

This inspection is carried out within the refund time limit set out below. In all cases, you are informed of the main stages of progress on your case.

We refund you no later than fourteen (14) days after being informed of your Withdrawal, using the same means of payment as that used for the Order, unless otherwise expressly agreed. We may defer the refund until we have got the Product back or until you have provided proof of its shipment, whichever occurs first (Article L. 221-24 of the French Consumer Code).

The amount refunded corresponds to the price paid for the returned Product, less any applicable Return costs and, where appropriate, the deduction corresponding to its loss of value. In the event of Withdrawal, the initial standard delivery costs are refunded. Any additional cost linked to a more expensive delivery method than standard delivery chosen by you is not refunded.

In the event of a partial refund, for example where only part of the Order is returned or where a deduction applies, the details of the calculation are provided to you. The time taken for the credit to appear on your bank account or payment method then depends on your financial institution.

You are informed by e-mail at each essential stage of processing, from approval of the case through to confirmation of the refund. For any question about a refund in progress, write to retour@fohzshop.fr quoting your Order number.

Depending on available stock and the nature of the Product, FōhzShop may offer an exchange rather than a refund. An exchange is never mandatory for the Consumer under the right of withdrawal. You remain free to request a refund where the legal conditions are met.

Where an exchange is accepted, the replacement Product is shipped under the agreed arrangements after approval of the initial Return or under the procedure indicated by our services. Costs relating to the exchange, including the costs of returning the original Product, remain in principle at your expense unless fault is attributable to FōhzShop or otherwise agreed.

If the Product requested in exchange has a different price, an additional payment or a partial refund may be arranged before finalisation. No exchange is guaranteed for Products that are out of stock, on pre-order or subject to particular supply constraints.

Certain situations are subject to specific rules that derogate from the general regime described above. Those rules are intended to take into account the nature of the Product, the status of the Order or the applicable handling process.

For any situation not expressly provided for in this policy, FōhzShop reviews the case on a case-by-case basis, in compliance with applicable regulations and the Terms and conditions of sale.

For any question relating to Returns, exchanges or refunds, you may write to us at retour@fohzshop.fr or use our Contact us page.

In order to speed up processing of your request, state your Order number, the Products concerned and the subject of your message. We endeavour to reply as soon as possible.

Last updated on 09/11/2026.