Refund policy

Returns and Refunds Policy – Instinct Premium Last updated: 1 July 2026

At Instinct Premium, we are committed to giving you a satisfying shopping experience. If, for any reason, you are not completely happy with your order, the conditions that apply to returns are set out below.

Return Conditions

  • Time limit: You have 14 days from the date you receive your parcel to request a return.

  • Eligible items: Items must be returned in their original condition (unworn and unused, in their packaging, with all tags and accessories).

  • Return and re-shipping costs: Return costs, and any re-shipping costs, are borne solely by the customer, unless the error is demonstrably ours (a faulty product or an error in preparing your order).

Return Procedure

  1. Email us at Service-Client@instinct-premium.com to obtain a return authorisation.

  2. Send the parcel to the following address:

    Service Logistique Magasin Empreinte 17-19 Grande Rue

    38000 Grenoble, France

  3. Please be sure to quote your order number and include the return slip in the parcel.

  4. Confirmation: Once we have received your return and confirmed that it meets our conditions, we will let you know by email.

Refunds (Credit Notes)

  • Form of refund: Returns are compensated by the issue of a credit note (not a refund to your bank account). The credit note is valid for 1 year on all of our products.

  • Timing: The credit note is sent to you by email within 7 working days of our receiving and accepting your return.

  • Exceptions: A standard refund will only be made if the error is ours or if the product is out of stock.

Delivery and Collection Options

  • Shop2Shop delivery: Delivery from €4.50 via our network of partner collection points.

  • Chronopost: Delivery in 24–48 hours (delivery times vary by destination and are not contractual; a delay caused by the carrier does not entitle you to compensation).

  • Collection in store: Free, and available by appointment at one of our shops (Annecy: Empreinte store, Epagny – Grenoble: Empreinte store, Grenoble).

Questions? If you need any help, please do not hesitate to contact our customer service team:

  • Email: Service-Client@instinct-premium.com

  • Telephone: +33 4 76 59 40 66

  • Opening hours: Monday to Friday, 10:00–12:00 and 14:00–18:00 (French time).

We reserve the right to refuse any return that does not comply with these conditions.