Fraquane Return and Refund Policy

Effective version as of August 10, 2026
Last updated: August 10, 2026

Preamble — Clear and Fair Returns

This Policy explains the conditions under which a Customer can cancel an order, exercise their right of withdrawal, return a product, request the application of a warranty, or obtain a refund from Fraquane SAS.

It applies to the shop.ps.fr store, to orders accessible from ps.fr, account.ps.fr, and the domains operated by Fraquane, subject to specific conditions clearly presented before purchase.

It complements the General Terms and Conditions of Sale, the Delivery Policy, the Privacy Policy, and the Legal Notices. It never limits the mandatory rights of the consumer, particularly the statutory warranties for conformity and hidden defects.

Article 1 — Seller Identity

The sales concerned are carried out by:

Fraquane SAS
Société par actions simplifiée with a capital of €500
Head office: 171 Rue des Fontaines, 31300 Toulouse, France
RCS Toulouse / SIREN: 794 817 296
SIRET: 794 817 296 00013
VAT number: FR34794817296
Email address: support@ps.fr

Article 2 — Scope

The Policy concerns products and orders sold by Fraquane. A marketplace, third-party seller, or separate service may have its own conditions when its identity and role have been clearly indicated before the order.

The rules differ depending on whether it is a withdrawal without reason, non-conformity, a defective product, a preparation error, transport damage, cancellation before shipment, or optional protection.

Article 3 — Useful Definitions

The Customer is the person who placed the order. The consumer is an individual acting for non-professional purposes. A return refers to the physical sending back of a product. A refund refers to the reimbursement of an amount due.

A statutory warranty is a right imposed by law and should not be confused with a commercial warranty, insurance, the Protection Expédition Seel, or a simple voluntary return option.

Article 4 — Legal Right of Withdrawal

When applicable, the consumer has a period of 14 jours to withdraw without having to justify their decision or incur any costs other than those provided by law.

This right specifically concerns contracts concluded at a distance within the European Union, subject to the legal exceptions detailed in this Policy. A more favorable national law remains applicable when it is mandatory.

Article 5 — Starting point of the period

For a good, the period generally starts from the day the consumer, or a third party designated by them other than the carrier, physically takes possession of the product.

For an order delivered in multiple packages or consisting of multiple goods delivered separately, the applicable starting point depends on legal rules: it may correspond to the receipt of the last good, the last batch, or the last item.

Article 6 — Exercise of withdrawal

The consumer must notify their decision before the expiration of the period by means of an unequivocal statement sent to support@ps.fr, or use the form attached as an annex.

The message must allow identification of the order and the intention to withdraw. It is not mandatory to justify the decision. Simply refusing a package, without a clear statement, is not always sufficient to validly establish the withdrawal.

Article 7 — Confirmation of the request

Fraquane acknowledges receipt of a withdrawal sent electronically on a durable medium when required by regulations. The Client must keep their message, the acknowledgment of receipt, and any reference provided.

A lack of immediate response does not deprive the consumer of their right if they can prove that a valid notification was sent within the period.

Article 8 — Return period after withdrawal

After notifying their decision, the consumer must return or hand over the good without undue delay and no later than 14 jours following this notification, unless Fraquane offers to collect it themselves.

The shipping date can be established by the carrier's receipt. The Client is encouraged to use a service suitable for the value and nature of the product.

Article 9 — Address and authorization for return

Before sending anything, the Client must contact support@ps.fr to obtain the return instructions and address corresponding to the product, warehouse, country, and reason concerned.

No product should be sent spontaneously to the headquarters or to an address shown on a package without confirmation. A logistics address may differ from Fraquane's headquarters and may vary depending on the order.

Article 10 — Return number or reference

Fraquane may assign a return reference to quickly identify the package. This formality facilitates processing but cannot negate a legal right validly exercised when a consumer has provided sufficient information.

The order number, the return reference when it exists, and the Customer's contact details must accompany the parcel without unnecessarily exposing personal data.

Article 11 — Condition of the returned product

The Customer may handle the product to the extent necessary to determine its nature, characteristics, and proper functioning, as they could reasonably do in a store.

They must return the product with its accessories, manuals, and received elements. Excessive use, damage, alteration, improper cleaning, or a missing part may result in a deduction corresponding only to the actual depreciation caused, subject to the law.

Article 12 — Return packaging

The product must be protected with packaging suitable for transport. The original packaging should be kept and used when necessary for protection, identification, or the value of the product, but its absence does not automatically remove a legal right.

The Customer must remove visible old shipping labels, properly close the parcel, and avoid sending unrelated items.

Article 13 — Clothing, shoes, and accessories

Clothing, shoes, and accessories may be carefully tried on only to check size, fit, and appearance. They must be returned clean, not worn beyond this trial, not washed, not perfumed, and with tags or protections still attached when they do not prevent normal trying-on.

Signs of use beyond reasonable verification may justify depreciation, without automatically converting the right of withdrawal into a general prohibition on trying the product.

Article 14 — Watches, jewelry, and valuable products

Watches, jewelry, collectible items, and valuable products must be handled with particular care. Films, authenticity seals, certificates, cases, links, accessories, and received documents must be returned.

Fraquane may carry out an authenticity, serial number, condition, and completeness check before the refund. This check must remain proportionate and cannot be used to unduly delay an established right.

Article 15 — Electronic equipment and data

Before returning electronic equipment, the Customer must back up and then erase their personal data, deactivate accounts, codes, locations, and activation locks, and remove memory cards or accessories that are not part of the return.

Fraquane is not responsible for any data left on a returned product when its loss is not attributable to it. A locked device may require additional information or legitimately delay its inspection.

Article 16 — Products Excluded from the Right of Withdrawal

The right of withdrawal does not apply in cases provided by law, notably, depending on the circumstances:

• goods made according to the consumer's specifications or clearly personalized;
• goods likely to deteriorate or expire quickly;
• unsealed goods that cannot be returned for hygiene or health protection reasons;
• unsealed audio or video recordings and software when the legal exception applies;
• digital content provided without a physical medium after prior express agreement, commencement of performance, and valid waiver;
• services fully performed before the end of the withdrawal period after valid agreement and waiver;
• other contracts expressly excluded by the applicable regulations.

An exception is interpreted strictly. Simply opening packaging does not always remove the right of withdrawal.

Article 17 — Personalized Products

A product manufactured or adapted based on a truly individual choice by the Customer may be excluded from withdrawal. A simple selection among standard options or a choice of color, size, or common configuration does not necessarily constitute legal personalization.

The applicable exclusion must be clearly indicated before the order. It never eliminates remedies in case of defect, non-compliance, or error by Fraquane.

Article 18 — Sealed Products for Hygiene or Health

An exclusion may concern a product that has been unsealed and cannot be resold for real hygiene or health protection reasons. It requires appropriate sealing and justification related to the nature of the product.

Opening a shipping carton or packaging without a hygienic function is not sufficient. A defective or non-compliant product remains covered by legal warranties.

Article 19 — Bundles, Boxes, and Gifts

When a product is sold as an indivisible bundle or box, all items must be returned to obtain the corresponding full refund.

A gift offered conditionally with a purchase must also be returned if the return voids the condition of the offer. If not returned, its reasonably stated value may be deducted within authorized limits.

Article 20 — Defective or Non-Compliant Product

A defective product, unfit for its expected use, different from the description, or lacking the agreed qualities may fall under the legal warranty of conformity or another applicable warranty.

The Customer must contact support@ps.fr with their order number and a precise description. Fraquane arranges compliance according to the law, notably through repair or replacement, then, when conditions are met, by price reduction or contract cancellation with a refund.

Article 21 — Legal Warranties

Legal warranties are free and independent of a commercial warranty or optional insurance. Fraquane cannot impose the purchase of protection to exercise a legal right.

The durations, presumptions, choice of remedies, and exceptions are those of the law applicable to the contract. The detailed notices required by French law also appear in the General Terms and Conditions of Sale.

Article 22 — Incorrect Product or Missing Quantity

If the product received does not match the order or if an element is missing, the Customer must promptly contact support@ps.fr indicating the order, the product concerned, and the relevant details.

When the error is attributable to Fraquane or its service provider, the costs necessary for correction are not borne by the Customer. Fraquane may request the return of the incorrect product at its own expense.

Article 23 — Damage Observed Upon Delivery

A product damaged during transport must be reported as soon as possible, with photographs of the product, the packaging, the protections, and the labels when possible.

The Customer is invited to keep the packaging and to make precise reservations with the carrier. The absence of reservation does not remove legal warranties or the consumer's rights against Fraquane.

Article 24 — Protection Expédition Seel

When the Customer has chosen and paid for Protection Expédition Seel at the time of adding to the cart, covered claims regarding a lost package, a damaged item, theft after delivery, or eligible delay are submitted to the insurance partner Seel, according to its conditions, exclusions, deadlines, and supporting documents.

The Customer receives an email allowing access to the Seel service. The file is generally reviewed within 24 à 48 heures, and the solution may notably include the full refund of the covered item's price, according to the applicable conditions.

This protection is optional. Its absence, refusal, or exclusions do not remove legal warranties or the mandatory obligations of Fraquane as a seller.

Article 25 — Return Costs in Case of Withdrawal

Unless coverage is announced by Fraquane or a more favorable rule applies, the direct return costs related to a withdrawal may remain the responsibility of the consumer when they have been properly informed before the order.

For a product that, by its nature, cannot normally be returned by mail, the cost or a reasonable estimate must have been communicated in accordance with the law. No hidden fees or unjustified flat rates are applied.

Article 26 — Costs in case of defect or error

The costs necessary to process a non-compliant, defective, or incorrectly sent product must not be borne by the consumer when the law places them on the seller.

Fraquane provides a label, arranges collection, or reimburses the reasonably agreed costs in advance. The Client must follow the proportional instructions to avoid unnecessary costs.

Article 27 — International returns and customs

A cross-border return must use the documents and customs mentions provided. The Client must not declare the return as a new sale when the procedure allows indicating that it is returned merchandise.

Costs due to incorrect declaration, unauthorized shipping, or an unsuitable carrier may remain the responsibility of the responsible party. The consumer's legal rights and mandatory tax obligations remain applicable.

Article 28 — Proof and tracking of the return

The Client must keep the receipt, tracking number, declared weight, and, for a valuable product, any useful proof of content or delivery.

Fraquane may request this proof if the package is not received. Using untracked shipping for a valuable product may make establishing the return more difficult, without authorizing Fraquane to disregard reliable proof presented in another way.

Article 29 — Liability during the return

In the context of a withdrawal, the Client must take reasonable care of the product and its shipment. The distribution of risk during the return depends on the mode of transport, the label provided, and the applicable law.

When a carrier or label is imposed by Fraquane, responsibility cannot be abusively transferred to the Client for an incident that is not their fault.

Article 30 — Refused or unclaimed parcels

Refusal at delivery or failure to collect does not always constitute notification of withdrawal. The Client must contact Fraquane to clarify their decision and allow processing.

After receipt and identification of the returned package, Fraquane applies the rules corresponding to the reason. Costs actually incurred due to a fault of the Customer may be deducted when they are legally justified; no automatic unjustified penalty is applied.

Article 31 — Receipt and inspection of the return

After receipt, Fraquane verifies the identity of the product, its condition, its accessories, its serial numbers, and the declared reason. This inspection is carried out within a reasonable time and is not intended to delay the refund.

In the event of an anomaly, Fraquane informs the Customer and may request explanations or evidence. A refusal or deduction must be justified in a precise and proportionate manner.

Article 32 — Depreciation

In the case of a withdrawal, the consumer’s liability can only be engaged with regard to depreciation resulting from handling other than that necessary to establish the nature, characteristics, and proper functioning of the good, when the legal conditions are met.

Depreciation corresponds to a real loss of value and not to a flat-rate penalty. Fraquane explains the calculation and keeps the elements that justify it.

Article 33 — Refund period after withdrawal

Fraquane refunds the amounts due without undue delay and at the latest within 14 jours from the day it is informed of the withdrawal decision.

For the sale of a good, Fraquane may defer the refund until the product is recovered or until the consumer provides proof of shipment, the date considered being the first of these events, unless Fraquane offers to recover the good itself.

Article 34 — Method of refund

The refund is made using the same payment method used for the initial transaction, unless expressly agreed by the Customer for another method and provided that this change does not incur costs.

The times for the amount to appear in the bank account then depend on the payment institution. Fraquane does not replace a refund due with a credit imposed.

Article 35 — Initial delivery costs

In the case of withdrawal concerning the entire order, Fraquane refunds the standard delivery costs paid, under legal conditions.

The additional cost resulting from the express choice of a delivery method more expensive than the standard method offered does not have to be refunded, except for a more favorable commitment. For a partial return, the handling of costs depends on their structure and applicable law.

Article 36 — Partial refund

A partial refund may correspond to a single item, an accepted price reduction, a legally justified depreciation, a missing item, or another situation provided for by law.

Fraquane provides an intelligible explanation of the amount. No deduction can cover a cost that legally falls on the seller.

Article 37 — Exchange

An exchange may be offered depending on stock, country, product, and reason. Except for specific rights, the Customer cannot demand an immediate exchange when the applicable procedure provides for a refund followed by a new order.

In terms of legal warranty, the choice between repair and replacement follows the legal rules of proportionality, feasibility, and timing.

Article 38 — Store credit and voucher

A voucher or store credit may be offered as an optional solution. Its value, duration, scope, and restrictions are communicated before acceptance.

The Customer remains free to refuse a voucher when the law gives them the right to a monetary refund. An accepted voucher cannot be rendered unusable by opaque or retroactive conditions.

Article 39 — Promotions, codes, and gifts

The refund of a discounted item corresponds to the amount actually paid for that item, subject to the rules for allocating a discount applied to multiple products.

Returning an item may alter eligibility for a conditional promotion, gift, or tiered discount. Any adjustment must match the announced conditions and not constitute a hidden penalty.

Article 40 — Installment payment and payment service provider

When an order has been paid in installments or through a service provider, Fraquane processes the refund according to the relevant method. The provider may adjust remaining installments or refund amounts already received.

The Customer must review notifications from the provider. A technical banking delay does not allow postponing the refund order beyond the legal timeframe.

Article 41 — Cancellation before shipment

The Customer may request cancellation from support@ps.fr. Fraquane will attempt to comply if the order has not already entered an irreversible stage of preparation or shipment.

The inability to cancel before dispatch does not deprive the consumer of their right of withdrawal when applicable. If the cancellation is accepted, the sums due are refunded by the appropriate means.

Article 42 — Fraud, substitution, and abusive returns

Fraquane may refuse a product that does not correspond to the one sold, has been substituted, counterfeited, intentionally damaged, or is subject to established fraud. Serial numbers, weight, photographs, and inspections may be used in a proportionate manner.

Suspicion alone is not sufficient to arbitrarily remove a right. Any unfavorable decision must be justified, documented, and comply with the rules relating to personal data and remedies.

Article 43 — Contact information, applicable law, and disputes

Requests must be addressed to support@ps.fr with the order number and relevant details, without communicating any password or bank card security code.

The Policy is governed by French law. This choice does not deprive the consumer of the mandatory provisions more protective of their country of residence. Information on mediation and dispute resolution is provided in the General Terms and Conditions of Sale.

Annex A — Standard withdrawal form

To complete and send only if you wish to withdraw from the contract:

To the attention of Fraquane SAS — request to be forwarded to support@ps.fr.
I hereby notify you of my withdrawal from the contract for the sale of the following goods:
Order number:
Product(s) concerned:
Ordered on / received on:
Consumer's name:
Consumer's address:
Date:
Signature, only if sent on paper: