Refund policy

Return and Refund Policy
At KIMEX, your satisfaction is our priority. We invite you to read this policy carefully before placing an order. It fully respects your consumer rights within the European Union.

A question, a doubt, a problem with your order? Before taking any action, write to us at hello@kimex-store.com — we reply quickly and find a solution in almost every case.

Right of withdrawal and hygiene
Our products are garments worn directly against the body. For reasons of hygiene and health protection, they are delivered in sealed packaging.

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised once the seal has been opened after delivery.

Seal intact: you have 14 calendar days from receipt to exercise your right of withdrawal and return the item to us, unopened and in its original packaging. Please note that return shipping costs are the customer's responsibility.
Seal opened: for obvious reasons of hygiene, the item can be neither taken back nor refunded. As a gesture of goodwill and to preserve your satisfaction, we will instead offer you a store credit usable on a future order.
Order cancellation or modification
We process and ship orders quickly (within 1 to 2 business days). We therefore cannot guarantee the modification or cancellation of an order once it has been confirmed.

For any such request, contact our customer service as soon as possible at hello@kimex-store.com, with the subject line "CANCELLATION" and stating your full name and order number. We will do our best if the order has not yet been processed by our warehouse. This limitation in no way restricts your 14-day right of withdrawal set out above.

Return window and conditions
Beyond the statutory right of withdrawal, we extend the return window to 30 days from delivery, for sealed and unopened items.

To be eligible, the item must be new, unopened, in its complete original packaging and in resalable condition. Valid proof of purchase (receipt or order confirmation) is required. Gift cards and digital products are not returnable.

Return shipping costs
To make a return, first contact our customer service at hello@kimex-store.com: we will provide you with the procedure to follow and the address of the warehouse authorised to receive returns.

Return shipping costs are the customer's responsibility and are non-refundable. The returned item remains under your responsibility until it is actually received by our team. For any shipment worth more than €30, we recommend using a tracked shipping service or transit insurance, as we cannot guarantee receipt of a parcel without proof of tracking.

Refunds and store credit
Upon receipt and inspection of the returned item, we will notify you by email of its receipt and of our decision (approval or refusal).

Sealed and compliant item: the refund is issued to your original payment method within a maximum of 14 days, including the original standard delivery costs. We may withhold the refund until the item has been recovered or until proof of its dispatch has been received.
Unsealed item: no refund is possible for reasons of hygiene; a store credit is offered as a gesture of goodwill.
Late or missing refunds. If you have not yet received your refund, first check your bank account, then contact your card issuer (posting can take a few days). If, after these checks, the refund still does not appear, contact us at hello@kimex-store.com.

Size exchanges
The garment doesn't suit you? Before making any return, and as long as the seal has not been opened, write to us at hello@kimex-store.com: we offer a simple, fast size exchange to find the perfect fit.

Delays and force majeure
Delivery times are provided as an indication only. A delivery delay does not constitute grounds for a refund. KIMEX cannot be held responsible for delays caused by events beyond its reasonable control, including: natural disasters, pandemics, strikes, customs delays or carrier disruptions. We do everything possible to deliver you in the best time frame and to keep you informed at every step.

Lost parcels
In the event of a parcel declared lost and confirmed as such by the carrier, we will as a priority re-ship your order at no additional cost. Written confirmation of loss from the carrier may be required before any replacement.

Withdrawal form
(To be completed and returned only if you wish to exercise your right of withdrawal on a sealed, unopened item.)

To the attention of KIMEX — hello@kimex-store.com:
I hereby notify you of my withdrawal from the contract for the sale of the goods below:

Ordered on / received on: __________
Order number: __________
Customer name: __________
Customer address: __________
Date: __________
Signature (only in the case of paper notification): __________

Contact
For any question relating to your order, a return, an exchange or a refund, our customer service is here to help:
KIMEX Customer Service — hello@kimex-store.com

Thank you for your trust,