Refund policy

This policy sets out in full the return, exchange and refund terms 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 required condition of products, any costs that may be charged to you, the procedure to follow before any shipment, as well as the refund time frames and methods once the parcel has been received and inspected.

In the event of a conflict on a particular point, the more consumer-protective provisions provided 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 terms set out in the Terms 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 professional status.

This policy does not replace the legal warranties of conformity and hidden defects, nor any applicable manufacturer warranties. Requests relating to a breakdown, malfunction or repair under warranty follow the after-sales process described on the Guarantees & after-sales service page and in your Support 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 any reason and without penalty.

The period begins on the day you take physical possession of the goods or, in the case of delivery in several lots, of the last item in the Order. If the period expires on a Saturday, Sunday or 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 receipt of your request and provide you with the applicable return instructions.

Exercise of the right of Withdrawal is effective only if the Product is subject to a Return under the conditions set out below. Simply sending a request does not dispense with compliance with the condition of the Product, return deadlines and shipping methods approved by FōhzShop.

The Product must be returned in its original condition, unused, intact, complete and clean, together with all of its accessories, manuals, protective elements and original packaging. The packaging must allow secure transport without damage during transit.

A Product showing signs of use, damaged packaging, missing parts or damage likely to reduce its market value may be refused or subject to a deduction on the refund, in accordance with applicable regulations.

For electric scooters, any putting into circulation, disassembly, electronic or mechanical modification, or any unauthorised intervention may result in refusal of the Return or a reduction of the refunded amount. We invite you to keep the Product in a condition that allows simple and rapid inspection upon receipt.

Unless otherwise required by law or in the event of a fault attributable to FōhzShop, Return costs are entirely at your expense. This applies in particular to Returns 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. This fee corresponds to the processing and handling costs of the Return of small parts.

For an electric scooter, the return cost varies according to the model, weight, volume and carrier. A personalised quote may be provided to you before any shipment. Write to retour@fohzshop.fr to obtain the terms applicable to your case.

No parcels sent cash on delivery will be accepted. Any insurance costs related 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 file must be opened and approved by FōhzShop. This step allows us to verify the eligibility of your request, provide you with the return address and specify the conditions applicable to your Product.

Do not ship the parcel before receiving our approval and the return instructions. An unauthorised shipment may delay processing of the file, result in additional costs or, in some cases, a refusal to take charge of the return.

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

Upon receipt of your parcel, FōhzShop carries out an inspection to verify that the Product meets the Return conditions. This inspection covers in particular the general condition, completeness of accessories, integrity of the packaging and the absence of use or damage incompatible with a full refund.

If the Product complies with the required conditions, the file moves to the refund or exchange stage according to the nature of your request. If a non-conformity is identified, we contact you by e-mail to explain the possible next steps, including a deduction, a refusal of refund or a request for further information.

The processing time may be extended when the parcel is incomplete, damaged during transport, or when additional technical checks are required. In all cases, you are informed of the main progress stages of your file.

After receipt and inspection of the Product, the refund is made within a maximum of fourteen (14) days, using the same payment method as that used for the Order, unless otherwise expressly agreed.

The refunded amount corresponds to the price paid for the Product accepted for Return, less any applicable Return costs and, where appropriate, a deduction justified by the depreciation of the goods. In the event of Withdrawal, the initial standard delivery costs are refunded. Any extra 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 when only part of the Order is returned or when a deduction applies, the calculation details are provided to you. The time 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 validation of the file 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 when the legal conditions are met.

When an exchange is accepted, the replacement Product is shipped according to the agreed terms after validation of the initial Return or according to the procedure indicated by our services. Costs related to the exchange, including the costs of returning the original Product, remain in principle at your expense unless a fault attributable to FōhzShop or an agreement to the contrary.

If the Product desired 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. These 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 file on a case-by-case basis, in compliance with applicable regulations and the Terms of sale.

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

To speed up the 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 07/08/2026.