Product returns

Returns & Refunds

Would you like to return a product?
We’ve put together a simple and transparent process to help you.

💡 Please note

Returns are accepted in France and internationally for private customers, except in Switzerland.
This returns procedure is not available to shops or professional retailers.

⏱️ Return period

You have 14 calendar days (including Saturdays and Sundays) from receipt of your order to submit a returns request.
After this period, no returns will be accepted.

✔️ Conditions for acceptance

Returned items must be:

• New, unused and unwashed
• In their original, undamaged packaging
• Accompanied by all accessories and labels
• In perfect condition, with no signs of wear or damage

Special case: helmets (ski & cycle) 🪖

For safety reasons, we apply strict criteria:

• Helmet must never have been worn
• Original packaging intact
• Labels still attached
• Unopened accessories
• No signs of tampering

If the integrity of the product cannot be guaranteed, the return may be refused.

🚫 Ineligible products

Certain items cannot be returned:

• Personalised products
• Consumables that have already been used (waxes, washing powder, etc.)

📦 Returns procedure

1. Request a return
Go to the Help & Contact section, then access the form.
From the drop-down menu, select Product Returns > Return Request.
Fill in the form with the requested information and click ‘Submit’.

2. Approval
Your request will be reviewed by our customer service team.

3. Dispatch
Once approved, you have 5 days to dispatch your parcel:

• Products must be returned in their original packaging
• Return form included in the parcel
• Send using the label provided or via a carrier of your choice (tracking required)

The customer remains responsible for ensuring the parcel is dispatched correctly.

📍 Returns address

France & international
VOLA France – Product Returns
37 avenue de Saint-Martin
74190 Passy

Please note that no returns are accepted in Switzerland.

💸 Return charges

• France:
  • VOLA label: €6.90 deducted from the refund
    OR
  • Own courier: no charges deducted
• International:
  • Return postage to be paid by the customer
  • Any customs charges are also payable by the customer

💳 Refund

The refund will be processed by VOLA within 14 working days of receipt and inspection of the items. It includes:

• The price of the returned item(s)
• The original delivery charges

Return postage costs are not refunded.

The refund is processed via Stripe. Once approved by VOLA, the funds will be credited to the customer’s bank account within 10 to 15 days.

🔄 Exchanges

We do not offer direct exchanges. To change the size, style or colour:

• Make a return
• Place a new order

⚠️ Important

• All return requests must be approved in advance.
• Items purchased from a retailer must be returned directly to that retailer.
• Any returns that do not comply with these terms will be refused.
• This procedure applies only to products purchased on this website.

We’re here to help you every step of the way.

The VOLA team