Shipping & Returns Policy
This policy details how your order is prepared, shipped, tracked, and — should you wish — returned. It applies to all orders placed on this website and supplements our Terms & Conditions of Sale, which prevail in case of contradiction.
Last updated: August 14, 2026
01Shipping zones
We currently deliver to the 27 countries of the European Union, the United Kingdom, Switzerland, Norway, and Monaco. The definitive list of available destinations is the one proposed at checkout. We do not deliver to PO boxes, freight forwarders, or general-delivery addresses.
You are responsible for the accuracy of the delivery address provided at checkout. An address error notified before shipment is corrected free of charge; after shipment, Article 7 applies.
02Order processing
Orders are prepared and handed to the carrier within one to two (1–2) business days following payment confirmation. Orders placed on weekends or public holidays are processed from the next business day. During exceptional demand peaks (launches, sales periods), an additional delay of up to 2 business days may apply and is announced on the Site.
You receive: (i) an order confirmation email immediately after purchase; (ii) a shipping confirmation email containing your tracking number and link as soon as the parcel is handed to the carrier.
03Rates & delivery times
Shipping is free for any order of €50 or more, to every destination we serve. Below that threshold, the exact cost — which depends on destination and selected method — is displayed at checkout before payment. Indicative delivery times from the date of dispatch:
- France, Belgium, Luxembourg, Germany, Netherlands — 2 to 4 business days.
- Rest of the European Union — 3 to 6 business days.
- United Kingdom — 3 to 7 business days.
- Switzerland & Norway — 4 to 8 business days.
These times are estimates provided by our carriers. In all cases and in accordance with EU and UK law, delivery occurs at the latest 30 days after the order, failing which Article 7 (late delivery) applies.
04Customs, VAT & import duties
4.1 European Union
Prices include VAT. Parcels circulate freely within the single market: there are no customs fees and nothing to pay on delivery.
4.2 United Kingdom, Switzerland, Norway
Depending on the option displayed at checkout for your order: either taxes and duties are calculated and collected at checkout — in which case the carrier delivers with nothing further to pay — or the parcel is shipped duties-unpaid and the carrier collects import VAT, duties, and any handling fee before delivery. The applicable option is always clearly indicated before payment. Import charges collected by the authorities of the destination country are not refundable by us in the event of a change-of-mind return.
05Tracking
Every parcel ships with a tracking number, accessible via the link in your shipping confirmation email. Tracking updates at each stage until delivery. If your tracking shows no movement for more than five (5) business days, contact support@adzenclick.com: we open an enquiry with the carrier and keep you informed at each step.
06Late, lost or failed deliveries
6.1 Late delivery
If the Product is not delivered within 30 days of the order (or any later date agreed), you may direct us in writing to deliver within an additional reasonable period; if we fail again, you may cancel the order and obtain a full refund within 14 days.
6.2 Lost parcel
A parcel is deemed lost when the carrier confirms the loss or when tracking has shown no movement for 15 business days. In that case we reship your order at our expense or refund you in full — your choice. You never bear the risk of carriage: risk only passes to you on physical receipt of the goods.
6.3 Failed delivery & return to sender
If delivery fails (absence, unclaimed parcel, inaccessible address) and the parcel is returned to us, we contact you to arrange reshipment. If the failure results from an address error attributable to you or from non-collection, the new shipping costs may be charged; if you prefer a refund, outbound shipping costs and the return-to-sender fee charged by the carrier may be deducted.
07Damaged, defective or incorrect items
Check your parcel on delivery. If the Product arrives damaged, is defective, or does not correspond to your order, notify us — ideally within 48 hours with photos of the product and packaging, which speeds up carrier claims. We then, at your choice and at our expense (return label provided): reship a replacement, or refund the order in full including delivery charges.
The 48-hour period is a practical recommendation, not a forfeiture: your legal warranty rights (2 years in the EU; up to 6 years in the UK) remain fully applicable afterwards — see Terms, Articles 12 and 13.
08Your return rights — the 3 regimes
Three regimes may found a return; you always benefit from the one most favorable to you:
- Statutory withdrawal (EU) / cancellation (UK) — 14 days from delivery, no reason required. Refund of the product and standard outbound shipping. See Terms, Articles 9–10.
- Voluntary 30-day money-back guarantee — extends your change-of-mind window to 30 days from delivery, refund of the product price. See the Refund Policy.
- Legal warranties — defective or non-conforming products: repair, replacement, or refund, all shipping at our expense, during the entire statutory period. See Terms, Articles 12–13.
09Return procedure, step by step
- Step 1 — Email support@adzenclick.com with your order number and, for a warranty return, a short description (photos welcome). We reply within 24 hours on business days with the return authorisation and address. Never return a parcel without this step: unidentified parcels cannot be processed.
- Step 2 — Pack the device, ideally complete (device, USB-C cable, quick start guide) in its original packaging. Incomplete returns for change of mind may give rise to a proportionate deduction (missing accessories at replacement cost).
- Step 3 — Ship with a tracked service and keep the proof of postage. Until receipt in our warehouse, the parcel travels under your responsibility for change-of-mind returns; for warranty returns we provide a prepaid label and bear the risk.
- Step 4 — On receipt, we inspect the return and email you the outcome, then process the refund (Article 10) or dispatch the replacement.
10Refund timing
Refunds are issued to the original payment method within fourteen (14) days of receipt of the return — or, for statutory withdrawal, within 14 days of your withdrawal notice, subject to our right to withhold until receipt of the goods or proof of dispatch. A confirmation email is sent when the refund is executed; interbank processing may add 2 to 5 business days before it appears on your statement.
Our team answers every message within 24 hours on business days — clearly, and in plain language.
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