Refund policy

Last updated: October 14, 2026

At ADVENTSIS, customer satisfaction is important to us. We want you to shop with confidence and enjoy discovering our selection of Advent calendars. This Return and Refund Policy explains the conditions under which returns, refunds, and exchanges may be requested.

This policy applies to purchases made through our online store, subject to applicable consumer protection laws.

1. Right of Withdrawal

If you are a consumer located in the European Union, you generally have the right to withdraw from your online purchase within 14 calendar days of receiving your order, without providing a reason.

For orders containing multiple products delivered separately, the withdrawal period begins when you receive the last product.

To exercise your right of withdrawal, you must clearly inform us of your decision within the applicable period by contacting us or using the withdrawal functionality available on our website.

Contact details:

Email: contact@adventsis.com

Alternative email: contact.adventsis@gmail.com

Please include your order number and the products you wish to return.

You must send the products back within 14 calendar days after notifying us of your decision to withdraw, unless applicable law provides otherwise.

2. Return Conditions

To ensure that returned products can be properly inspected, we ask that eligible items be returned in their original condition.

Where applicable, products should be:

  • Unused and undamaged.

  • Returned with their original packaging and accessories.

  • Accompanied by proof of purchase or the relevant order number.

You may inspect a product to the extent reasonably necessary to establish its nature, characteristics, and functioning, as you would in a physical store. You may be responsible for any diminished value resulting from handling beyond what is necessary.

These conditions do not limit your statutory rights concerning defective, damaged, incorrect, or non-conforming products.

Please contact our customer service team before sending a return so that we can provide the appropriate return instructions. Do not send products to an address other than the one confirmed by our team.

3. Products Excluded from the Right of Withdrawal

Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies.

Depending on the product and circumstances, these exceptions may include:

  • Goods that deteriorate or expire rapidly.

  • Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery.

  • Goods made to the consumer's specifications or clearly personalised.

  • Other products or services expressly excluded by applicable law.

Opening an Advent calendar does not automatically mean that every product is excluded from return. The applicable rules depend on the nature of the calendar, its contents, and the relevant legal requirements.

Nothing in this policy excludes any return, refund, or remedy that you are legally entitled to receive.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible.

Email: contact@adventsis.com

Please provide:

  • Your order number.

  • A description of the problem.

  • Clear photographs or videos showing the issue, where reasonably available.

We will review your request and explain the available options.

Depending on the circumstances and applicable law, you may be entitled to a replacement, repair, price reduction, or refund. We will not require you to bear return costs where applicable law requires us to cover them.

Your statutory rights regarding defective or non-conforming goods remain unaffected.

5. Refund Eligibility and Processing

Once your return has been received and assessed, we will notify you of the outcome where an assessment is necessary.

If a refund is due, it will be issued to the original payment method unless another method is agreed upon where legally permitted.

For withdrawals covered by the statutory 14-day right, we will reimburse the amounts required by law, including the standard delivery costs where applicable. Additional costs resulting from choosing a more expensive delivery method than our least expensive standard option are not refundable under the statutory withdrawal rules.

We may defer reimbursement until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first, as permitted by law.

Where the statutory withdrawal rules apply, reimbursement will be made within the legally required deadline, generally no later than 14 calendar days after we are informed of your withdrawal, subject to the permitted deferral described above.

For other refund requests, we will communicate the applicable processing arrangements once the request has been reviewed.

Please note that your bank or payment provider may require additional time to display the refunded amount in your account.

6. Return Shipping Costs

For a change-of-mind return under the statutory right of withdrawal, you are responsible for the direct cost of returning the goods, provided that you were informed of this obligation before purchasing.

If a product is defective, damaged, incorrect, or non-conforming, we will cover the applicable return costs where required by law.

Any voluntary return arrangements offered by ADVENTSIS will be communicated to you before the return is made.

7. Exchanges

If you receive a damaged, defective, or incorrect product, please contact our customer service team to discuss the available solutions.

Exchanges are subject to product availability and applicable consumer protection laws.

If an exchange is not possible, another legally appropriate remedy may be offered.

8. Orders That Have Not Yet Been Delivered

If you wish to cancel an order before it has been shipped, please contact us as soon as possible.

We will make reasonable efforts to stop the shipment where possible. However, cancellation may not be possible once an order has been processed or handed over to the carrier.

If the order has already been shipped, you may still exercise any applicable statutory withdrawal rights, subject to the relevant conditions.

Nothing in this section limits your rights if an order is lost, delayed, or not delivered in accordance with applicable law.

9. Promotional Items and Bundles

Products purchased as part of a bundle, promotional offer, or special Advent calendar collection may be subject to specific conditions disclosed at the time of purchase.

Any refund will be calculated in accordance with the applicable offer terms and consumer protection laws.

Promotional conditions cannot remove mandatory statutory rights.

10. International Returns

ADVENTSIS serves customers in different countries. Return procedures, consumer rights, and applicable legal requirements may vary depending on the customer's country of residence.

Customers outside the European Union should contact us for return instructions and information about the rules applicable to their purchase.

Any mandatory consumer protection rights applicable to your order remain unaffected.

11. Contact Us

For questions about returns, refunds, exchanges, or damaged orders, please contact our customer service team.

ADVENTSIS

Address: 512 Petit Chemin d'Aix, 13320 Bouc-Bel-Air, France

Email: contact@adventsis.com

Alternative email: contact.adventsis@gmail.com

We aim to handle every request professionally and provide clear information about the next steps.

12. Legal Rights

This policy does not affect any mandatory consumer rights or legal guarantees applicable to your purchase.

Where applicable, statutory remedies for defective or non-conforming goods remain available independently of any voluntary return policy offered by ADVENTSIS.

If any provision of this policy conflicts with mandatory applicable law, the relevant legal provisions will prevail.