Refund policy
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 (online purchases – consumers)
In accordance with the Consumer Code, you have a period of 14 days from receipt of your order to notify us of your decision to withdraw, without having to give any reason.
1.1 How do you exercise your right of withdrawal?
Before the 14-day period expires, you may:
- use the standard form (see section 7), or
- send us any clear statement expressing your wish to withdraw,
by email to: commercial@m-x-home.com
1.2 Return of the product
After notifying us of your withdrawal, you must return the product(s) no later than 14 days following the sending of your withdrawal notice.
2) Products excluded from the right of withdrawal
The right of withdrawal does not apply, in particular, to goods made to measure or clearly personalised (within the meaning of the law).
Important: sale items are not excluded from the right of withdrawal. However, certain commercial benefits (e.g. exchange) may be limited (see section 3), without affecting the statutory right of withdrawal.
3) Exchanges (commercial policy)
Exchanges are offered subject to availability (sizes, colours, stock) and after approval by our customer service team. To request an exchange, contact us as soon as possible at: commercial@m-x-home.com.
For seasonal collections / specific promotions (e.g. Christmas collection), certain exchange requests may no longer be possible after the campaign end date (e.g. from 23 December), due to stock running out. This does not affect your statutory right of withdrawal if it is still within the time limit.
4) Conditions for accepting returns
Each return is subject to inspection. To qualify for a refund / exchange:
- the product must be returned in its original condition (unused, unsoiled, undamaged),
- with any accessories,
- in its original packaging or packaging providing equivalent protection.
If the product has been handled beyond what is necessary to establish its nature, characteristics and proper functioning, a reduction in value may be applied, in accordance with the regulations.
5) Return shipping costs & shipping terms
5.1 France
For France, a prepaid return label may be sent to you by email, upon request and after the case has been approved by our customer service team.
5.2 Europe & International
For Europe and internationally, return shipping costs are your responsibility, unless otherwise agreed or if the error is clearly ours.
5.3 Exceptions — bulky products
For bulky products (in particular Foam Beds, Sofas and/or any other item indicated as such), return shipping costs are the customer's responsibility, including for France.
6) Refunds
When the right of withdrawal is exercised, we refund the sums paid (including, where applicable, the initial standard delivery charges), no later than 14 days from the date on which we are informed of your 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 using the same payment method used for the purchase, unless expressly agreed otherwise. As an indication, once the return has been approved, the amount is usually credited back within a few days, depending on banking and/or payment provider processing times.
7) Return address
MX HOME — Returns
413 avenue de l’héliport
83310 Grimaud, France
8) Damaged parcel / damaged product on receipt
If your parcel arrives damaged, we recommend that you contact us within 24 hours with: photos of the parcel (outside + label), photos of the product, and a description of the issue, to help with the carrier process.
Contact: commercial@m-x-home.com
9) Standard withdrawal form
To exercise your right of withdrawal, you may use our dedicated online form:
Exercise my right of withdrawal
You may also notify us of your decision to withdraw by email at commercial@m-x-home.com, by means of a clear statement expressing your wish to withdraw.
10) Contact
For any request relating to a return, exchange or withdrawal: commercial@m-x-home.com
Last updated: 16/06/2026