Refund policy

Last updated: November 1, 2025

At ROUTINES, your satisfaction is our priority. If for any reason you are not completely satisfied with your order, we are here to help.

🔄 RIGHT OF WITHDRAWAL (14 DAYS)

In accordance with European legislation, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to justify any reason.

✅ RETURN CONDITIONS

For your return to be accepted, the following conditions must be met:

Products must be unopened: The security seal must not be broken for hygiene and health reasons.

Products must be unused: They must be in their original condition.

Original packaging must be intact: Products must be returned in their original packaging.

Invoice must be included: Include your invoice or a copy in your return package.

📝 HOW TO RETURN MY ORDER?

STEP 1: Notify us of your return request

Contact our customer service at contact@routines.fr specifying:

Your order number
The product(s) concerned
The reason for return (optional but appreciated to help us improve)

You will receive a confirmation email with return instructions within 24 business hours.

STEP 2: Prepare your package

Carefully pack the products in their original packaging
Include the invoice or a copy
Indicate your order number on a separate piece of paper

STEP 3: Send back your package

Return Address:
ROUTINES – Returns Department
9 Rue des Bœufs
13100 Aix-en-Provence
France

⚠️ Important: Return shipping costs are your responsibility, except in case of defective product or error on our part. We recommend using a shipping service with tracking (Colissimo Return, Mondial Relay, etc.) to guarantee receipt of your return.

💰 REFUND

Refund period

Upon receipt and verification of your return, we will process the refund within 14 days to the payment method used when placing your order.

You will receive a confirmation email as soon as the refund has been processed.

Items refunded

We refund:

The total amount of returned products
Initial shipping costs (unless you had chosen a premium option such as Express Shipping)

We do not refund:

Return shipping costs (except for defective product or ROUTINES error)
Any customs duties for orders outside the EU

Partial return

In case of partial return, if the remaining amount of your order falls below the free shipping threshold of €60, the initial shipping costs (€6.90) will be deducted from the refund.

🔄 PRODUCT EXCHANGE

We do not perform direct exchanges. If you would like a different product:

Return the initial product following the procedure above
Place a new order on routines.fr

This method guarantees you better responsiveness and allows you to benefit from current promotions.

⚠️ DEFECTIVE OR NON-COMPLIANT PRODUCTS

If you receive a defective, damaged or non-compliant product with your order, we cover all costs.

Procedure

Contact us within 48 hours at contact@routines.fr
Attach photos of the product and packaging
Specify your order number

Proposed solutions

We will offer you, at your choice:

An immediate replacement with free priority shipping
A full refund including the product and shipping costs

❌ EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

In accordance with Article L221-28 of the French Consumer Code, the following products cannot be returned:

✗ Products whose protective seal has been broken (for hygiene and health reasons)

✗ Opened or used products

✗ Dietary supplements whose packaging has been opened

💳 PROMOTIONAL CODES AND RETURNS

If you return products purchased with a promotional code:

You will be refunded the amount actually paid (after discount)
The promotional code will not be reactivated
If the return brings your order below the €60 free shipping threshold, the initial shipping costs (€6.90) will be deducted from the refund

🌱 OUR RESPONSIBLE COMMITMENT

We encourage responsible returns:

Think before returning: Make sure the product does not meet your expectations before returning it.

Reusable packaging: If possible, reuse the original packaging for your return to limit waste.

Eco-responsible carrier: Favor grouped return options or committed carriers.

ℹ️ IMPORTANT INFORMATION

Deadlines to respect

14 days to inform us of your wish to return (from receipt)
48 hours to report a defective or non-compliant product
14 days refund period after receipt of return

Return responsibility

You are responsible for your return package until it arrives at our warehouse. We strongly recommend using a service with tracking and insurance.

ROUTINES cannot be held responsible for return packages lost or damaged in transit if the Customer has not used a tracked service.

📞 NEED HELP?

Our team is available for any questions regarding a return or refund.

Email: contact@routines.fr
Monday to Friday: 9:00 AM - 6:00 PM (excluding public holidays)
Response Time: Within 24 business hours

Postal Address:
ROUTINES – Returns Department
9 Rue des Bœufs
13100 Aix-en-Provence
France

📋 QUICK SUMMARY

Withdrawal period: 14 days from receipt

Conditions: Unopened, unused products, original packaging intact

Return costs: Customer's responsibility (except for defect or ROUTINES error)

Refund period: Within 14 days after return receipt

Defective product: Report within 48 hours - Replacement or full refund

Exceptions: Unsealed, opened or used products cannot be returned

This return policy complies with current European legislation and French Consumer Code. It may be modified at any time. The current version is the one published on our website routines.fr.