Returns policy & refunds

Right of withdrawal (14 days)

In accordance with the Consumer Code (art. L221-18 et seq.), you have a period of 14 days from the receipt of your order to exercise your right of withdrawal, without having to justify your decision.

• The products must be unopened and unused.
• Returns of flammable / hazardous products (e.g., additives) must comply with transport regulations.
• The refund will be issued within 14 days following proof of return shipment or actual receipt of the products.

Eligibility requirements

• Item is new, sealed and in its complete original packaging (accessories, instructions, gifts…)
• Return requested within 30 days max after delivery (14 days in case of withdrawal).
• Attach the order number and a proof of purchase.

Non-returnable items

• Products that have been opened, used or partially consumed.
• Open dangerous/flammable products (e.g., certain additives).
• Gift cards, downloadable digital content.
• Unsealed hygiene/cosmetic products (if applicable).

Return procedure

1. Request: contact us at contact@exel-motor.com (subject: Return request – {order_number}).
2. Validation & RMA: receive our instructions and a return (RMA) number.
3. Packaging: sturdy package + protective materials, regulatory labels if hazardous material.
4. Shipping: send to the address : EXEL MOTOR – Returns Department, 382 Chemin Grange de Capoun, 06140 COURSEGOULES, FR.
5. Proof: Keep the tracking number and send it to contact@exel-motor.com.

Refunds

After receiving and quality control of the return, we will notify you by email of acceptance or rejection.

• If accepted: refund via the same payment method (bank processing times 2–10 days).
• If refused: we will explain the reason and the possible options.

Exchanges

We will replace any item that is defective or damaged upon delivery. Please contact us within 48 hours with photos at contact@exel-motor.com.

Promotional items

Promotional items are refundable according to the same rules, unless otherwise specified in the offer.

Partial refund case

• Item not returned in its original/incomplete condition.
• Traces of non-compliant use.
• Return after deadline.

Shipping and Returns & Fees

• The return costs are the responsibility of the customer (except in the case of a preparation error).
• The initial shipping costs are non-refundable.
• Use a tracked shipping service and insure the package for valuable products.
• Compliance with ADR/IATA rules if dangerous material (additives).

Gift purchases

If the order was marked as a gift and shipped directly to you, a credit note can be issued upon receipt of the return. Otherwise, the refund will be issued to the original purchaser's payment method.