Refund Policy
Last updated: May 14, 2026
Test your PREASENS for 30 days. If you're not satisfied, we'll give you a full refund. Return shipping costs are covered.
Legal right of withdrawal — 14 days
In accordance with Article L221-18 of the Consumer Code, you have a period of 14 calendar days from the receipt of your order to exercise your right of withdrawal without having to justify your decision or incur any penalties.
Commercial guarantee — 30-day money-back guarantee
In addition to the legal right, PREASENS extends this protection to 30 calendar days with a money-back guarantee. This commercial guarantee applies under the same conditions as the legal right of withdrawal.
Return procedure
- Contact us at support@preasenstore.com with your order number and the reason for the return (or via the contact form).
- Receive the prepaid return label by email within 24 business hours.
- Pack the product in its original box (or equivalent) with all provided accessories. Print the label and stick it on the package.
- Drop off the package at the nearest Mondial Relay point or post office indicated on the label.
- Refund issued within 14 days after receipt and verification of the returned product, via the original payment method.
Return conditions
To be eligible for a refund, the product must be returned under the following conditions:
- Product in good general condition (normal wear and tear from testing is acceptable)
- All provided accessories present (strap, cable, instructions, packaging)
- Hygiene respected (especially for face masks with skin contact)
Special case — Defective product
If the product received is defective or does not conform to your order, contact us within 48 hours of receipt with a photo of the defect. We will cover all return shipping costs and proceed with a replacement or refund, depending on your preference.
Refund terms
The refund will be issued to the payment method used at the time of purchase (credit card, PayPal, Klarna, Apple Pay, Google Pay). The time it takes for the refund to appear on your bank statement varies depending on your bank (2 to 10 business days).
Limits and exclusions
- Products visibly damaged by use not in accordance with the instructions
- Requests made beyond the 30-day period after receipt
- Customized or engraved products (not applicable here)
Often, a small detail in setting up can explain a perceived malfunction. Before any return, write to us at support@preasenstore.com — we'll reply within 24 business hours.
