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Returns and Refunds
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Returns & Refunds
At Basket Connection, your satisfaction is our priority. If an item does not suit you, we have implemented a simple, clear procedure in compliance with French and European legislation.
⚖️Legal Framework – Your Rights as a Consumer
📋 Legal right of withdrawal (14 days): In accordance with Article L221-18 of the French Consumer Code, transposing European 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 having to provide any reason or pay any penalties.
✅ Our commitment goes beyond the law: Basket Connection offers you 15 days to return your item — one extra day compared to the legal minimum — to give you more comfort in your decision.
📋 Legal guarantee of conformity: In accordance with Articles L217-4 et seq. of the French Consumer Code (transposing Directive 2019/771/EU), every product sold benefits from a legal guarantee of conformity of 2 years from delivery. In the event of non-conformity, you may request the repair, replacement, or refund of the product.
📋Mandatory conditions for an accepted return
For your return to be validated, the item must imperatively comply with all the following conditions. Any item not meeting these criteria will be refused and returned at your expense.
Intact labels
All original labels must be present and attached to the product, without having been cut or removed.
Unworn item
The item must be clean, unused, odorless, and free from any signs of wear, dirt, or perspiration.
Original packaging
The item must be returned in its original packaging, in perfect condition.
Protected shoebox
For shoes, the original box must be placed in an additional protective cardboard box. The shoebox must not be used as shipping packaging.
🚫 Non-returnable items: Shoes that have been worn during training, warm-up, or any sporting activity cannot be returned. Any item showing signs of use will be refused and returned to the sender at their expense. This restriction is in accordance with Article L221-28 of the Consumer Code, which excludes from the right of withdrawal goods that have been unsealed or used after delivery.
📬How to make your return – Step by step
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Check your return eligibility Make sure you are within the 15-day period following receipt and that the item meets all the above conditions.
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Contact us (optional but recommended) Email us at service@basket-connection.fr with your order number and the reason for the return. Specify whether you would like a refund or store credit.
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Prepare your package Carefully pack the item in its original packaging. For shoes, place the box in a protective cardboard box. Include a paper with your order number, full name.
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Ship your return with tracking Send your package by registered mail or with tracking to the address below. Keep your proof of shipment — it will be essential in case of a dispute.
📍 Return address:
Basket Connection
3 Quai Félix Faure
49100 Angers
France
3 Quai Félix Faure
49100 Angers
France
🚚Return shipping costs – Who pays what?
Return handled by Basket Connection
If the error is ours (wrong item, wrong size shipped) or if a defect in conformity is found, we will provide you with a prepaid return label or refund shipping costs after verification.
Return at your expense
In all other cases (change of mind, unsuitable size, etc.), return shipping costs are your responsibility. Initial delivery fees are not refunded.
⚠️ Lost or damaged package during return: Basket Connection cannot be held responsible for packages lost or damaged during return transit. We strongly recommend opting for tracked and insured shipping. Keep your tracking number and proof of deposit until your refund is received.
💰Refund – Timeframes and terms
Package received
Your return arrives at our facility
Verification
Item condition checked
Validation
Return accepted
Refund within 3 days
To your original payment method
⚖️ Legal obligation: In accordance with Article L221-24 of the French Consumer Code, the refund must be made no later than 14 days following receipt of your withdrawal request. Basket Connection undertakes to process the refund within 3 business days after receipt and validation of the return — well below the maximum legal deadline.
- The refund is made to the same payment method used during the purchase (credit card, PayPal, etc.).
- Initial delivery fees are not refunded, except in case of an error on our part or a product defect.
- No in-store refunds for online orders.
🎁Prefer store credit?
If you wish, we can offer you store credit valid for 1 year on our store, in the form of a promotional code. This is a practical alternative if you want to order a different size or another model.
💡 To request store credit instead of a refund, simply indicate it in your email to service@basket-connection.fr when you make your return request.
❓Frequently asked questions
When does the 15-day period begin?
The 15-day period begins on the day of physical receipt of your order (delivery date confirmed by the carrier), in accordance with Article L221-18 of the Consumer Code.
Can I return shoes that I have tried on?
You can try on shoes on a clean, indoor surface to check the size. However, any item that has been worn during training, warm-up, or any sports activity cannot be returned. The item must be in resalable condition.
What happens if my item is defective?
In the event of a lack of conformity, you benefit from the 2-year legal guarantee of conformity (Articles L217-4 et seq. of the Consumer Code). Contact us immediately 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 have not received your refund within 3 business days of your return being validated, first check your bank statement. If the problem persists, contact us at service@basket-connection.fr with your order number.
Can I return multiple items from the same order?
Yes, you can return one or more items from the same order, within the 15-day period and provided that 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 contacting us by email at service@basket-connection.fr before the deadline. No specific form is required — a clear statement of your intention to withdraw is sufficient, in accordance with Article L221-21 of the Consumer Code.
📩 Have a question? Our team is here for you
Our customer service answers all your questions about returns and refunds.
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