Refund policy
Last updated: July 2026
Thank you for your purchase from DEMO V2 (https://demov2.fr). Each item is carefully prepared, checked and shipped from our workshop in France.
This policy sets out the conditions for returns, exchanges, refunds and the right of withdrawal under French and European law.
Scope
This policy applies to all products sold on the DEMO V2 website. Some products may be made to measure or personalised at the customer's request. In these cases, specific conditions apply, as set out on the product page and in this policy.
Right of withdrawal
Under Articles L221-18 to L221-28 of the French Consumer Code, customers have 14 days from receipt of their order to exercise their right of withdrawal without having to give a reason.
To exercise this right, the customer may:
- Use the withdrawal feature available on the order tracking page when offered by Shopify; or
- Email demoversion49250@gmail.com with the subject “Withdrawal request”.
The request must include the customer's name, order number and the product or products concerned. An acknowledgement of receipt is sent to the customer.
In accordance with applicable regulations, refunds are issued under the applicable legal conditions.
Return shipping costs are the customer's responsibility, except in the case of a defective product, a preparation error or an error attributable to DEMO V2.
Return conditions
To be eligible for a refund, the product must be unworn, unwashed, unused, in its original condition and returned with its original packaging where possible.
The customer is responsible for any loss in value resulting from handling beyond what is necessary to establish the product's nature, characteristics and proper functioning.
A product showing signs of use, odours, dirt or damage may be refused a refund or receive a partial refund in accordance with applicable law.
Defective products or order errors
If you receive a defective or damaged product, or a product different from the one ordered, please contact us within 7 days of receipt.
Please include your order number, a description of the issue and clear photographs of the product.
Following verification, DEMO V2 may offer a replacement, exchange or refund. In such cases, DEMO V2 will cover return shipping costs.
Personalised or made-to-measure products
Products that are personalised, made according to the customer's instructions or produced using materials supplied by the customer are considered goods made to the consumer's specifications.
Under Article L221-28 of the French Consumer Code, these products are not eligible for the right of withdrawal.
This includes personalised beanies, orders based on photos supplied by the customer, bespoke creations and any production requiring specific personalisation.
When artwork or a mockup is supplied before manufacturing, approval constitutes final agreement to the design shown.
However, this exclusion does not apply in the event of a manufacturing defect, production error, shipping error or clear non-conformity with the approved artwork.
Refund procedure
After receiving and inspecting the returned product, DEMO V2 will email the customer to confirm receipt of the return and whether the refund has been accepted or refused.
Accepted refunds are issued using the payment method used for the order, no later than the deadlines set by applicable regulations.
Exchanges
Exchanges are offered only for defective products, shipping errors or products that do not conform to the order. In other situations, the standard return procedure applies.
Sale items
Items sold at a discount have the same statutory rights as other products, unless expressly stated otherwise on their product page.
Lost, delayed or marked-as-delivered parcels
Each order is handed to an independent carrier with a tracking system. If delivery is delayed, the customer is advised to check the carrier's tracking information first.
Parcels declared lost
No refund or replacement can be issued while the carrier's investigation is ongoing. If the carrier officially declares the parcel lost, DEMO V2 will offer, depending on availability, a new shipment or a refund in accordance with its legal obligations.
Parcels marked as delivered
When the carrier marks a parcel as delivered to the address supplied with the order, or hands it over in accordance with the selected delivery method (letterbox, collection point, signature on delivery, etc.), DEMO V2 cannot be held liable for disappearance, theft or loss occurring after that delivery.
Where necessary, the customer must take the appropriate steps with the carrier or competent authorities.
Undelivered or unclaimed parcels
If a parcel is returned to DEMO V2 because of an incorrect or incomplete address, failure to collect it within the deadline, an inaccessible letterbox or an inability to deliver attributable to the customer, the customer will bear the cost of reshipping.
Abusive returns and incomplete returns
Any return received incomplete, used, damaged or unfit for resale may result in a refused refund or a partial refund where a loss in the product's value is established.
Exercising the right of withdrawal
In accordance with European regulations, where available, the withdrawal feature accessible from the order page is the recommended method for exercising this right.
The request must identify the customer's name, order number and the product or products concerned. An acknowledgement of receipt is automatically sent to the customer.
Contact
For questions about a return, exchange or refund:
Email: demoversion49250@gmail.com
Website: https://demov2.fr