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 requested within fifteen (15) days of delivery (the date you receive the parcel). 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

Return Shipping Costs

| Situation | Return cost | |---|---| | France, Belgium, Luxembourg, Spain, Portugal, Netherlands | Free — prepaid label (parcel-shop drop-off) | | Other countries (EU/EEA, United Kingdom, Switzerland) | Prepaid label provided: €8.99 deducted from the refund — or ship it yourself (tracked shipping required) | | Defective or damaged item, or our error | Always free, in every country |

Possible Deductions

The refund may be reduced in two cases, always itemised on your return confirmation: the label fee for countries not eligible for free returns (table above), and a proportionate value deduction if the returned item was handled beyond what is necessary to examine it (Art. 14(2) of Directive 2011/83/EU).

Refund Timing

After we receive your return and verify its condition (item state and the photos from your request), we process your refund within five (5) business days. 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, 5° 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.

A sealed, intact product always remains returnable. The exclusion only applies to the following items once their seal is broken or the primary packaging opened:

• Sterile solutions (saline, sterile water) — opened bottle or unidose
• Sterile single-use syringes — opened blister
• Sterile gauze, alcohol pads and alcohol cotton balls — opened pouch or container
• Examination gloves — opened dispenser box
• Care & hygiene products (cleansing water, baby cotton) — opened
• Mucosa-contact devices (nasal-rinse kits, syringe pacifiers) — unsealed

Affected products carry the notice “sealed product: returnable unopened only” on their product page.

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