Returns and Refunds

Returns & Refunds – Basket Connection
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Shop with peace of mind

Returns & Refunds

At Basket Connection, your satisfaction is our priority. If an item isn't right for you, we offer a simple, clear return process that complies with French and European law.

30
days to return your item From the date you receive your order — returns cannot be accepted after this period.

⚖️Legal framework – Your rights as a consumer

📋 Legal right of withdrawal (14 days): Under Article L221-18 of the French Consumer Code, which transposes EU Directive 2011/83/EU on consumer rights, you have a legal period of 14 days from receipt of your order to exercise your right of withdrawal, without giving any reason and without paying any penalty.

✅ We go further than the law: Basket Connection gives you 30 days to return your item — more than twice the legal minimum — so you can take your time to decide.

📋 Legal guarantee of conformity: Under Articles L217-4 et seq. of the French Consumer Code (transposing Directive 2019/771/EU), every product sold is covered by a legal guarantee of conformity for 2 years from delivery. If a product does not conform, you may request its repair, replacement or a refund.

📋Mandatory conditions for a return to be accepted

For your return to be accepted, the item must meet all of the following conditions. Any item that does not meet these criteria will be refused and sent back to you at your expense.

🏷️

Tags intact

All original tags must be present and attached to the product, not cut off or removed.

✨

Item not worn

The item must be clean and unused, with no odour and no signs of wear, dirt or sweat.

📦

Original packaging

The item must be returned in its original packaging, in perfect condition.

👟

Shoebox protected

For shoes, the original box must be placed inside an additional protective shipping carton. The shoebox itself must not be used as the shipping box.

🚫 Non-returnable items: Shoes that have been worn for training, warm-up or any sporting activity cannot be returned. Any item showing signs of use will be refused and sent back to the sender at their expense. This restriction complies with Article L221-28 of the French Consumer Code, which excludes from the right of withdrawal goods that have been unsealed or used after delivery.

📬How to return an item – Step by step

  1. Check that your return is eligible Make sure you are within 30 days of receiving your order and that the item meets all the conditions above.
  2. Contact us (optional but recommended) Email us at service@basket-connection.fr with your order number and the reason for your return. Let us know whether you would like a refund or store credit.
  3. Prepare your parcel Pack the item carefully in its original packaging. For shoes, place the box inside a protective shipping carton. Include a note with your order number and your full name.
  4. Send your return with tracking Send your parcel by registered or tracked post to the address below. Keep your proof of postage — you will need it in case of a dispute.
📍 Return address: Basket Connection
3 Quai Félix Faure
49100 Angers
France

🚚Return shipping costs – Who pays?

✅

Return paid by Basket Connection

If the mistake is ours (wrong item or wrong size sent) or if the product is found to be non-conforming, we will send you a prepaid return label or refund your shipping costs after checking.

💳

Return at your expense

In all other cases (change of mind, wrong size, etc.), return shipping costs are paid by you. Original delivery costs are not refunded.

⚠️ Parcel lost or damaged in return transit: Basket Connection cannot be held responsible for parcels lost or damaged on their way back to us. We strongly recommend using a tracked and insured service. Keep your tracking number and proof of postage until you receive your refund.

💰Refunds – Timing and terms

📦
Parcel received
Your return reaches us
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Inspection
We check the item's condition
✅
Approval
Return accepted
💸
Refund within 3 days
To your original payment method

⚖️ Legal requirement: Under Article L221-24 of the French Consumer Code, the refund must be made no later than 14 days after we receive your withdrawal request. Basket Connection commits to refunding you within 3 business days of receiving and approving your return — well within the legal maximum.

  • Refunds are made to the same payment method used for the purchase (bank card, PayPal, etc.).
  • Original delivery costs are not refunded, unless the mistake is ours or the product is defective.
  • No in-store refunds for orders placed online.

🎁Prefer store credit?

If you prefer, we can give you store credit valid for 1 year in our shop, as a discount code. It's a handy option if you want to order a different size or another model.

💡 To ask for store credit instead of a refund, just say so in your email to service@basket-connection.fr when you request your return.

❓Frequently asked questions

When does the 30-day period start?

The 30-day period starts on the day you physically receive your order (delivery date confirmed by the carrier), in line with Article L221-18 of the French Consumer Code.

Can I return shoes I have tried on?

You can try shoes on indoors on a clean surface to check the size. However, any item worn for training, warm-up or any sporting activity cannot be returned. The item must be in a resaleable condition.

What if my item is defective?

If the item does not conform, you are covered by the 2-year legal guarantee of conformity (Articles L217-4 et seq. of the French Consumer Code). Contact us straight away at service@basket-connection.fr with photos of the defect. Return shipping costs will be fully covered.

My refund hasn't arrived — what should I do?

If you haven't received your refund within 3 business days of your return being approved, first check your bank statement. If the problem continues, contact us at service@basket-connection.fr with your order number.

Can I return several items from the same order?

Yes, you can return one or more items from the same order within the 30-day period, as long as each item meets the return conditions.

How do I exercise my legal right of withdrawal?

You can exercise your legal right of withdrawal (14 days) by emailing us at service@basket-connection.fr before the deadline. No specific form is required — a clear statement that you wish to withdraw is enough, in line with Article L221-21 of the French Consumer Code.

📩 Any questions? Our team is here to help

Our customer service team will answer all your questions about returns and refunds.

Contact customer service

Legal references: This return policy complies with the French Consumer Code, in particular Articles L221-18 to L221-28 (right of withdrawal) and L217-4 to L217-14 (legal guarantee of conformity), EU Directive 2011/83/EU on consumer rights, and Directive 2019/771/EU on the conformity of goods. If a dispute cannot be resolved, you may refer it to a consumer mediator under Articles L611-1 et seq. of the French Consumer Code.

This page is provided for information purposes. For specific legal questions, we recommend consulting a legal professional. Last updated: September 2026.

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