Last updated: 18 May 2026 — Compliant with the French Consumer Code (Art. L221-18 to L221-28) and the EU Consumer Rights Directive 2011/83/EU.
1. Summary
| Situation | Refund | Window |
|---|---|---|
| Unopened kit / single item | Full refund (incl. standard outbound shipping) | 14 calendar days from delivery |
| Opened kit, chemical-free items unused (decals, hooks, brushes, level, tape sealed) | Refund for unused items only | 14 calendar days from delivery |
| Opened chemical-containing item (Wallpaper Removal Kit liquid; opened paint sample) | No refund — EU hygiene exception (Code de la consommation Art. L221-28 4°) | — |
| Damaged on arrival | Full refund or free replacement (Customer’s choice) | 7 days from delivery, photo evidence required |
| Wrong item shipped | Full refund + free correct item | 14 days from delivery |
| Lost in transit | Full refund or free replacement after carrier investigation (max 14 days) | From the day delivery was expected |
| Defective within 2 years (legal guarantee of conformity, Art. L217-3 et seq.) | Free repair, replacement, or refund | 2 years from delivery |
| Hidden defect (Code civil Art. 1641) | Refund or price reduction | 2 years from discovery |
2. How to return an item (step by step)
- Email us at support@batizz.com within the window above. Include: order number, items to return, reason, and (if damaged) clear photos of the damage and packaging.
- Wait for our reply (within 1 business day) with a return reference number and shipping instructions.
- EU customers: we will email a pre-paid return shipping label.
Non-EU customers: you arrange the return shipping at your cost (unless the item was defective or wrong). Use a tracked service. - Pack the items in their original packaging where possible, with the return reference clearly written on the outside.
- Drop off at any participating carrier point.
- Refund is issued within 5 business days of receipt and inspection, to the original payment method. The card statement update may take 2–5 additional days depending on your bank.
3. Standard withdrawal form (Art. R221-1)
You may use this model form to exercise your 14-day right of withdrawal. Email or post to us:
To: BATI Z, 14 Rue Régine Gosset, 93300 Aubervilliers, France / support@batizz.com
I hereby give notice that I withdraw from my contract of sale for the following item(s):
Order number:
Date ordered / received:
Customer name and address:
Signature (paper only):
Date:
4. Acknowledgement of the chemical-containing exception
Under Code de la consommation Article L221-28 §4, the right of withdrawal does not apply to “the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery”. This includes the chemical liquid components of our Wallpaper Removal Kit, opened paint samples, and any opened paint can the Customer buys locally and uses with our kit.
At checkout, where a kit containing a chemical-containing item is in the cart, the Customer must tick a dedicated checkbox to acknowledge this exclusion. The transaction cannot complete without it. By ticking the checkbox the Customer waives the right of withdrawal only for the items concerned by the exception — chemical-free items in the same kit remain returnable under the standard rules.
5. Refunds — practical details
- Refund method: original payment method (card, Apple Pay, Google Pay, SEPA).
- Refund deadline: within 14 calendar days of the Seller receiving the returned goods or evidence of return, whichever is earlier (Art. L221-24).
- Original outbound shipping: refunded for full-order returns under the 14-day right of withdrawal (standard rate; if the Customer chose a premium shipping method, only the cost of standard shipping is refunded).
- Return shipping: at the Customer’s expense for withdrawal-based returns from outside the EU; pre-paid by Batizz for EU returns and for defective / wrong / damaged items everywhere.
6. Damaged in transit
Inspect parcels carefully before signing. If you see external damage, write “Reserves for damage” on the carrier’s slip and refuse the parcel if visibly destroyed. Photograph the packaging and the items within 24 hours and email support@batizz.com. We will replace the damaged items or refund (your choice) within 5 business days of receiving photos.
7. Lost in transit
If your parcel has not arrived within 5 business days after the upper bound of the estimated delivery window in our Shipping Policy, email support@batizz.com. We open a carrier investigation; if the parcel is not located within 14 days, we will refund or re-ship (your choice).
8. Legal guarantees (independently of any commercial guarantee)
The Customer benefits — independently of any commercial offer — from the legal guarantees provided by:
- Code de la consommation Art. L217-3 et seq. — Legal guarantee of conformity. The Customer has 2 years from delivery to claim. The Seller is obliged to provide a Product conforming to the contract (correct description, fit for normal use, of merchantable quality).
- Code civil Art. 1641 et seq. — Guarantee against hidden defects. The Customer has 2 years from discovery of the defect, within an overall limit of 5 years from delivery.
To invoke a legal guarantee, email support@batizz.com with order number, description of the defect and photos. The Seller will repair, replace or refund free of charge.
9. Disputes
If you are unsatisfied with how we have handled your return or refund, you may contact our consumer mediator: CNPM-Médiation-Consommation, 27 avenue de la Libération, 42400 Saint-Chamond, cnpm-mediation-consommation.eu. EU residents may use the EU ODR platform ec.europa.eu/consumers/odr.
