Return and Refund Policy
Last updated: October 13, 2026
Instinct Premium is the online retail site for our network of 5 boutiques (Empreinte Grenoble, Empreinte Annecy, Instinct Grenoble, Instinct Sport, and Instinct Premium). If an item is not suitable for you, here are your rights and the procedure to follow.
Right of Withdrawal (14 days)
In accordance with the Consumer Code, you have 14 days from the date of receipt of your order to exercise your right of withdrawal, without having to provide a justification. To do so, please inform us of your decision via email at serviceclient.instinctpremium@gmail.com, including your order number. You must then return the items to us no later than 14 days after informing us of your decision.
Condition of Items
Items must be returned in their original packaging, with their tags and accessories, unworn and unwashed. You may try them on as you would in a store, but you are liable for any depreciation resulting from handling other than what is necessary to establish the nature, characteristics, and proper functioning of the product.
Return Procedure
- Contact our customer service team by email, indicating your order number.
- Include the return slip in the package.
- Send the package to: Service Logistique – Magasin Empreinte, 17-19 Grande Rue, 38000 Grenoble, France.
- You may also return your items to any of our boutiques.
Return shipping costs are your responsibility, unless the product is defective or an error was made on our part.
Refund
We will refund the full amount paid, including standard delivery costs, no later than 14 days after the date on which we were informed of your decision to withdraw. The refund will be made using the same payment method used for the order. We may defer the refund until we have received the items or proof of their shipment. Additional costs associated with a delivery method more expensive than the standard one are not refunded.
For orders paid in interest-free installments, the refund will be adjusted through our payment service provider.
Exchange or Credit
If you prefer, we can, upon your request, offer you an exchange or a store credit valid for 12 months on the instinctpriimium.com website and in our boutiques.
Defective or Non-Conforming Product
You are covered by the legal warranty of conformity. Contact us with your order number and photos: we will cover the return costs and proceed with a replacement or refund.
Delivery and Pickup
Delivery to a Chronopost pickup point, Chronopost Express home delivery in 24 to 48 hours (estimated time), or free in-store pickup. Details are available on the Shipping page.
Customer Service
Email: serviceclient.instinctpremium@gmail.com
Phone: 04 76 59 40 66
Monday to Friday, from 10 am to 12 pm and 2 pm to 6 pm.
