PopMyPad Return & Refund Policy
We understand that you might change your mind. For any modification or cancellation of an order that has not yet been shipped, please contact us as soon as possible by e-mail at contact@popmypad.fr. Our team is available Monday to Friday, from 9:30 AM to 5:00 PM (CET).
1. Return Windows & Right to Change Mind (By Geographic Zone)
A. European Union Customers (Right of Withdrawal)
In accordance with European law, you have 14 days after receiving your package to exercise your right of withdrawal and return a product that does not suit you. After this period, we will not be able to process a refund for this reason.
⚠️ Exclusion – Personalized Products (EU): In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for goods made to the consumer's specifications or clearly personalized. Consequently, custom mousepads (created with your personal visual, logo, or photo) are non-returnable, non-exchangeable, and non-refundable in the event of a change of mind. They remain covered solely by legal warranties in the event of a proven manufacturing defect.
B. United States Customers (Return Policy)
For items that are not customized, we offer a 14-day return window from the date of delivery if you change your mind. To be eligible, the item must be completely unused, unopened, and in its original packaging.
⚠️ Exclusion – Personalized Products (US): All sales of custom mousepads (printed with your specific image, logo, or design) are strictly final. We do not accept returns, exchanges, or refunds for custom items due to a change of mind. They are only eligible for replacement or refund if they arrive physically damaged or defective upon delivery.
2. Warranties & Defective Items
A. European Union Customers (Legal Warranties)
Regardless of our commercial policy, you benefit from the protective legal guarantees under French law:
- Legal Warranty of Conformity (2 years): In accordance with articles L217-3 and following of the French Consumer Code, you have 2 years to report a defective product or one that does not match its description.
- Warranty against Hidden Defects: In accordance with articles 1641 to 1649 of the French Civil Code, you are protected against hidden defects not visible at the time of purchase that would render the product unfit for use.
B. United States Customers (Defective & Damaged Goods Policy)
If your item arrives damaged, defective, or with a printing error that is our responsibility, we will provide a free replacement or a full refund. You must report the issue to contact@popmypad.fr within 5 business days of delivery, providing clear photo or video evidence of the defect along with your order number.
3. Products Damaged During International Transport
Upon receipt, if you notice that the package is visibly damaged, we highly recommend making a formal reservation with the carrier and contacting us within 7 business days with photos of the damaged packaging and the product. This greatly facilitates the resolution of your case with our logistics partners.
4. Return Conditions & Procedure (All Zones)
To be eligible for a return (applicable to non-customized products only):
- The article must be unused, clean, and in its exact original condition.
- It must be returned in its intact original packaging with all included accessories.
Procedure:
- Send an e-mail to contact@popmypad.fr to notify us of your return request and receive authorization.
- Ship the product back to our main hub at the following address:
JMR-Service / PopMyPad
2 rue des chaumes dorés
27930 Guichainville
France
Return Shipping Fees & Risks: Return shipping costs are the sole responsibility of the customer (except if a product defect is officially confirmed by our team). For US customers, please note that shipping items internationally back to France can be costly. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item. Any customs duties or import taxes incurred upon the package entering France will be deducted from your final refund.
5. Refunds & Processing Time
Once your return is received and inspected by our team, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5 to 7 business days and automatically applied to your original method of payment.
- For EU Customers: In accordance with European legislation, a full return of the order qualifies for a refund of the product price plus the initial standard shipping fees.
- For US Customers: Only the purchase price of the product is refundable. Initial shipping fees and international customs taxes are strictly non-refundable.
6. Cancellation and Package Refusal
- Cancellation: If the production of a custom mousepad has already begun or if the package has already been handed over to the carrier, order cancellation is no longer possible.
- Package Refusal: If a package is unjustifiably refused upon delivery, any return fees automatically billed to PopMyPad by the shipping carrier will be strictly deducted from your final refund.
Last updated: 05/03/2026. This policy is subject to French law for European transactions and standard international e-commerce guidelines for US transactions.
