1) Purpose & scope

This policy describes how to exercise a return, exchange or refund for BAAL-r products (clothing and underwear) delivered to mainland France , Belgium and Switzerland .
It covers:

• the legal right of withdrawal (14 days) for distance sales,

• cases of damaged / non-compliant product / preparation error ,

• logistics returns (NPAI, unclaimed, incomplete address),

• the timeframes, terms and amounts of reimbursement or exchange.

2) Useful definitions (textile)

• Unworn Product : Unwashed, unworn item with original tags still attached.

• Reasonable fitting : The Customer may try on the item as in the store. Any depreciation resulting from use beyond the fitting may be attributable to the Customer.

• Sealed hygiene product (e.g. packaged and sealed underwear): when the seal has been broken , these items cannot be returned under the legal withdrawal policy (art. L.221-28).

3) Legal right of withdrawal (14 days)

3.1 Legal conditions

• Deadline : 14 days from receipt of the package to notify withdrawal.

• Condition : Items must be returned unworn, unwashed, with tags attached .

• Hygiene exceptions (L.221-28) : sealed underwear whose seal has been broken cannot be returned under the right of withdrawal.

3.2 Steps to follow (withdrawal)

1. Notify your decision (informally) to contact@baalr.com (subject: “Withdrawal + order number”).
   Indicate: order number, date of receipt, items concerned.

2. You will receive our return instructions (address/carrier).

3. Return the items within 14 days of your notification, properly packaged; keep proof of postage (tracking number).

4. Refund : within 14 days after receipt of return or receipt of proof of shipment (we may delay until actual recovery).

   • Amount: price of returned products + initial standard delivery costs (excluding express options).

   • Return costs : payable by the Customer in the event of simple withdrawal.

   • Method: same means of payment (unless otherwise agreed).

Standard form (optional)

“I withdraw from order no. …, received on …; Name; Address; Date; Signature (if paper)”
to send to contact@baalr.com .

4) Exchanges (size/color)

• You can request an exchange (size/color) if stock is available .

• Procedure: Make a return according to §3, and place a new order for the desired item (faster and traceable).

• Upon receipt of your return in accordance with §3, we will make the refund .

• In the event of non-compliance (see §5), the exchange/replacement is covered by BAAL-r .

5) Damaged / non-compliant product / preparation error

5.1 When does this section apply?

• Package damaged upon arrival,

• Item/Size/Quantity Error ,

• Manifest lack of conformity.

5.2 Steps (ideally within 72 hours of receipt)

1. Photograph : packages, shipping labels, products, defects.

2. Write to contact@baalr.com (subject: “Non-compliant receipt + order number”) with description + photos .

3. We will show you the solution : prepaid return label if necessary / direct return.

5.3 Solutions free of charge for the Customer

• Return of the missing/correct item, or

• Replacement of the damaged/non-compliant item, or

• Full refund .

Return and reshipping costs are borne by BAAL-r in these cases.

6) Logistics returns (NPAI, unclaimed, incomplete address)

If the package is returned as NPAI , unclaimed , unjustified refusal or incorrect/incomplete address provided by the Customer:

• Reshipment possible: the actual costs of reshipment are the responsibility of the Customer ; or

• Refund of the price of the products after return to the warehouse (the initial delivery costs and, where applicable, the return costs charged by the carrier are not refunded because the delivery was not successful due to the information provided).

Good idea: check your delivery details carefully before payment.

7) How to prepare your return (checklist)

• Use a strong, clean cardboard box .

• Add cushioning (paper/bubble) to stabilize.

• Remove or mask any old labels if reusing cardboard.

• Seal with strong adhesive.

• Affix the return label received (if provided).

• Drop off at the indicated network (relay/carrier).

• Keep proof of deposit and tracking number .

8) Reimbursement deadlines and terms

• Processing within 14 days from receipt of the compliant return (or proof of shipment for withdrawal).

• Method : reimbursement by the same means of payment as the order (unless otherwise agreed in writing).

• Credit note : if offered and accepted, it is issued within 48–72 working hours after validation of the return.

9) Special cases & reminders

• Hygiene : sealed underwear opened → not taken back under the right of withdrawal (L.221-28).

• Try-on : permitted; avoid any damage (stains, odors, washing).

• Gifts/Promotional Bonuses : In the event of a full refund of the order, conditional gifts may have to be returned (excluding free samples).

• Unauthorized return (without prior contact or outside of procedure): risk of delay or refusal of processing - please write to us before any shipment .

10) Returns & customer service contacts

Email (withdrawal, anomalies, exchanges): contact@baalr.com
Customer service telephone (non-premium rate call) : +33 7 80 98 43 03 ( Monday & Thursday, 9 a.m.–12 p.m. )
Mailing Address (do not return without contacting us first) :
BAAL-r / SAS AGAM – Savignac, 12410 Salles-Curan, France

11) Quick summary (memo)

• 14-day withdrawal period : return at your expense → product refund + initial standard delivery within 14 days (possible deferral until recovery or proof of sending).

• Exchanges : return according to §3 then new order (refund of return upon receipt).

• Non-conformity/error : label provided , no cost to you → replacement/return/full refund .

• Always write to us before sending anything : contact@baalr.com .