Returns and refunds procedures

In accordance with the legal provisions in force, within the framework of a purchase made from a professional Seller, the Buyer has a period of 14 days as from the reception of the ordered Product(s) to exercise, with the aforementioned Seller, his right of retraction, without having to justify reasons nor to pay penalties.

In the case of an order containing several Products placed with the same Seller, this 14-day period runs from the date of receipt of the last Product.
In case of exercising the right of withdrawal within the above-mentioned period, only the price of the Product(s) purchased and the shipping costs will be reimbursed, the return costs remaining the responsibility of the Buyer.
The returns are to be made in their original condition and complete (packaging, accessories, instructions …) in a packaging identical to that used during the shipment allowing their remarketing.
The returns must also be accompanied by a proof of purchase, a copy of the invoice or the delivery note for an optimized management.

Supply of goods that have been unsealed by the consumer after delivery and cannot be returned for reasons of hygiene or health protection;

Of supply of a newspaper, a periodical or a magazine, except for the contracts of subscription to these publications;
The Buyer shall exercise his right of withdrawal directly with the Seller concerned using :

The Buyer shall exercise his right of withdrawal directly with the Seller concerned by means of: – the standard withdrawal form attached in the Appendix, to be sent to the Seller at the address indicated by the Seller during their exchanges via the messaging tool made available within the framework of the Service

or by any means and in particular by e-mail expressing the Buyer’s desire to withdraw without any ambiguity, and mentioning the order concerned by this withdrawal using the messaging tool made available within the framework of the Service.
Once the withdrawal form or declaration has been sent to the Seller, the Buyer must return the Product(s) concerned to the Seller within a reasonable period of time and, at the latest, within 14 days of the communication to the Seller of the Buyer’s decision to withdraw.
The Buyer shall return the Product(s) to the address indicated by the Seller using the messaging tool provided as part of the Service.
The refund of returned Products shall be made by HOSPINOV under the following conditions:
HOSPINOV shall proceed with the reimbursement of the sums paid (including delivery costs; at the latest within 14 days from the date on which the right was exercised with the Seller and that HOSPINOV will have been informed; according to the same means of payment as the one used for the order. This date of reimbursement may be deferred until recovery of the Product or until the Purchaser has simultaneously provided the Seller and HOSPINOV with proof of shipment of the Product, the date retained being that of the first of these facts.
No cash on delivery shipment shall be accepted, whatever the reason.

Litigation – Disputes – Mediation – Online Dispute Resolution

Treatment of complaints

At any time, the Buyer can contact the Seller, to address any request, complaint relating to the ordered Products by using the messaging tool made available within the framework of the Service in particular to assert its guarantees when they are in progress.

In addition to the messaging tool, a dedicated button is available allowing any Buyer to report in “My Account”, within 90 days, any claim concerning the Products ordered, (for example: product not received, etc.).

Beyond this period, the Buyer retains the possibility to contact the Seller, to formulate any request relating to the ordered Products by using the messaging tool made available within the framework of the Service.

Disputes shall be settled directly between the Buyer and the Seller, if necessary using the messaging tool made available on the Service.

The Buyer and the Seller shall make their best efforts to reach an amicable resolution of the dispute.

Nevertheless, in the event that the Seller has not resolved the dispute with the Buyer within 8 working days from receipt of the complaint, HOSPINOV reserves the right, after having previously informed the Seller, to proceed with the refund of the Product to the customer. The amount of this refund shall then be deducted from the sums to be paid by HOSPINOV to the Seller for the Products sold by the Seller via the Service.

Depending on the case, the declared dispute shall give rise either to the return of the Product ordered or to a refund.


The Buyer may use this mediation service for consumer disputes related to a purchase made through the Service.

In accordance with the rules applicable to mediation, any consumer dispute must be transmitted in advance via the procedure referred to before any request for mediation.

For information on how to contact the Mediator:


In accordance with the legal provisions in force relating to the conformity of the goods to the contract or to hidden defects (referred to in the box below and whose texts are recalled in the Appendix of these GTC) the defective Products (without this being the fault of the Buyer) or not corresponding to the order will be refunded or exchanged at the choice of the Buyer.

The Products must be returned to the Seller in the state in which they were received with all the elements (accessories, instructions…) in a packaging allowing a transport in good conditions.

In this case, the shipping costs will be reimbursed to the Buyer on the basis of the invoiced rate and the return costs will be paid by the Seller.

The refund will be made by re-crediting the payment method used at the time of the order.

No cash on delivery will be accepted, whatever the reason.