Refund & Return Policy
Thank you for your purchase. We hope you are happy with it. If for any reason you are not completely satisfied, you may return your order to us for a full refund — subject to the conditions set out below.
Return Window
All returns must be postmarked within fifteen (15) days of the purchase date. All returned items must be in new and unused condition, with all original tags, labels, and tamper-evident seals intact.
This 15-day commercial return window operates in addition to the statutory 14-day right of withdrawal granted to EU/EEA consumers under the Distance Selling Directive (see our Shipping Policy for details). You may rely on whichever provision offers the broader protection.
Return Process
To return an item, email customer service at [email protected] to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, place the item securely in its original packaging, include your proof of purchase, and ship the parcel to:
BORNOVA SAS. — Attn: Returns RMA # 1 Rue de Stockholm 75008 Paris France
You are responsible for return shipping charges (except where the item is defective or damaged). We strongly recommend a trackable shipping method.
Refund Timing
After we receive your return and inspect the item, we will process your refund within seven (7) days of receipt. Refunds are issued to the original payment method and may take 1–2 billing cycles to appear on your card statement, depending on your card issuer.
Hygiene & Medical Devices — Non-Returnable Items
In accordance with Article L221-28, 3° of the French Consumer Code (Code de la Consommation) and Article 16(e) of the EU Consumer Rights Directive 2011/83/EU, the right of withdrawal does not apply to goods that have been unsealed after delivery and are not suitable for return for health protection or hygiene reasons.
This exclusion applies in particular — but is not limited — to the following BORNOVA categories:
- Sterile or sealed-pack medical devices (syringes, lancets, sterile gauze, dressings, single-use catheters)
- Personal protective equipment with broken seals (disposable masks, gloves, isolation gowns)
- Hygiene-sensitive products opened from individual packaging (thermometers placed in body cavities, skin-contact diagnostic devices)
- Custom or personalized medical aids (sized supports, prescription-fit braces, individually adjusted orthotics)
- In-ear and intra-cavity devices (otoscope specula, single-use auriculars once unsealed)
Currency Conversion & Refund Risk
If you paid in a non-EUR currency (USD, GBP, PLN, CHF, etc.) via Stripe Adaptive Pricing at checkout, please note the following:
- Refunds are issued in EUR — our merchant settlement currency.
- Your card-issuing bank applies the prevailing exchange rate at the time of the refund when crediting your account. This rate may differ from the rate Stripe applied at the time of purchase.
- Any foreign exchange (FX) conversion fees charged by your bank are not reimbursed by Bornova Medical.
- Due to exchange-rate fluctuation, you may receive slightly more or slightly less than your original charge in your local currency.
This is standard Stripe processing behaviour and applies industry-wide for cross-border card payments. The exchange rate Stripe used at the time of purchase is disclosed in your order confirmation email.
Defective or Damaged Items
If a hygiene or medical item arrives defective, damaged, or non-conforming, it remains fully returnable under our standard warranty terms. Please contact customer service before opening the product so we may document the defect and authorize the return.
You retain all statutory rights, including those granted by:
- Articles L217-3 to L217-17 of the French Consumer Code — legal warranty of conformity (2 years from delivery)
- Articles 1641 to 1648 of the French Civil Code — warranty against hidden defects
These warranties apply irrespective of the hygiene exclusion above.
Questions
For any question about this Refund Policy, contact us at:
- Email: [email protected]
- Phone: +33 7 58 89 36 63