Refund policy

Returns and Refunds Policy — MX HOME

This policy applies to purchases made on m-x-home.com from MX HOME. It supplements our Terms and Conditions of Sale.

1. Right of withdrawal

In accordance with the Consumer Code, the consumer Customer has a period of 14 days from receipt of the order to notify their decision to withdraw, without having to give any reason.

Withdrawal gives rise to a refund, under the conditions set out below. Exchanges are governed by a separate commercial policy, offered subject to availability.

1.1 How can you exercise your right of withdrawal?

Before the end of the 14-day period, the Customer may exercise their right of withdrawal:

1.2 Return of products

After notifying their decision to withdraw, the Customer must return the relevant product(s) no later than 14 days after sending their withdrawal request.

2. Products excluded from the right of withdrawal

The right of withdrawal does not apply, in particular, to goods made to the consumer's specifications or clearly personalised, as well as to other exceptions provided for by law.

Custom-made requests are not sold online and are handled through a specific exchange with MX HOME.

3. Exchanges

Exchanges are offered as a commercial courtesy, subject to the availability of sizes, colours, models and stock, and after approval by our customer service team.

For any exchange request, the Customer is invited to contact MX HOME as soon as possible at the following address: commercial@m-x-home.com.

For certain seasonal collections or special promotions, some exchange requests may no longer be possible after the end of the promotion or if stock has been exhausted. This does not affect the statutory right of withdrawal where applicable and exercised within the time limits.

4. Conditions for accepting returns

Each return is inspected upon receipt. To be eligible for a refund or exchange, the product must be returned:

  • in its original condition, unused, unsoiled, undamaged and complete;
  • with any accessories;
  • in its original packaging or in packaging providing equivalent protection during transport.

Returned products that are incomplete, damaged, used, wet, submerged, chlorinated, salted or soiled cannot be accepted.

5. Return costs and shipping terms

5.1 Mainland France

For mainland France, excluding Corsica, a prepaid return label may be sent by email, upon request and after validation of the case by our customer service team.

5.2 Europe and international

For Europe and international orders, return costs are borne by the Customer, except in the event of a specific agreement or a proven error by MX HOME.

5.3 Bulky products

For bulky products, including foam beds, sofas and other items marked as such, return costs are borne by the Customer, including for France.

6. Return address

MX HOME — Returns
413 avenue de l’Héliport
83310 Grimaud, France

Before any return, the Customer is invited to contact our customer service team to facilitate processing of their request.

7. Refunds

When the right of withdrawal is exercised in accordance with these terms, MX HOME refunds the amounts paid, including, where applicable, the standard initial delivery charges, no later than 14 days from the date on which MX HOME is informed of the decision to withdraw.

For the sale of goods, the refund may be deferred until the products are recovered or until proof of shipment is received, whichever occurs first.

The refund is made to the same payment method used for the purchase, unless expressly agreed otherwise. For information, once the return has been approved, the credit may take several days depending on bank processing times or those of the payment provider.

8. Damaged parcel or issue upon receipt

In the event of a damaged, opened or missing parcel, or damaged product upon receipt, the Customer must follow the instructions set out in our Shipping Policy.

It is recommended that the Customer retains any items useful for processing the case, including photos of the parcel, the shipping label and the product concerned, and then contacts MX HOME as soon as possible at the following address: commercial@m-x-home.com.

9. Withdrawal form

To exercise their right of withdrawal, the Customer may use our dedicated electronic form:

Exercise my right of withdrawal

The Customer may also notify their decision to withdraw by email to commercial@m-x-home.com, using a clear statement expressing their wish to withdraw.

10. Contact

For any request relating to a return, exchange, refund or withdrawal, the Customer may contact MX HOME at the following address: commercial@m-x-home.com.

Last updated: 09/07/2026