When you place an order on the SBE Direct website, you benefit from our "Satisfied, exchanged or refunded" guarantee. Our constant goal is your satisfaction with every order you place with us.

You can therefore exchange an item within 14 days from the date of receipt of that item, provided it is an in-stock item and not customized.

To find out which items can be returned, see the FAQ: "Which ordered items can be returned?"

Returned products must be intact, in perfect resale condition, and in their original packaging. They must not have suffered any deterioration, however minor, and must be in perfect cleanliness. Any product that is damaged, incomplete, or whose original packaging is damaged will not be refunded or exchanged.

Customized products cannot be returned, except in the case of a production error on our part. This applies in particular to items printed according to your specifications, such as labels, stickers, badges, wristbands, or lanyards.

This is why we provide you with a proof for approval (BAT) and, if necessary, can supply samples before any production. Conversely, standard products and non-customized items in stock and available on our website can be returned. If one of them does not meet your expectations, we can proceed with an exchange or a refund, according to your preference and subject to compliance with our return conditions.

We ask our customers to return products within 14 days from the date of receipt of the item.

If it is an error on our part, whether for customized or in-stock products, the return shipping costs will be covered by us.

SBE will arrange for a carrier to collect the item from you after the return has been approved by our team.

If you are not satisfied with the product received or simply wish to exchange it, the return shipping costs will be at your expense (after the return has been approved by our team).

To return an item to SBE, you must first obtain a return slip approved by SBE.

Go to your customer account / Order history. Click on "View details" for the relevant order.

• Enter the quantity of the product you wish to return next to the relevant item.
• Check the box on the right corresponding to the product.
• Indicate the reason for your return in the "PRODUCT RETURN" box below.
• Submit your request by clicking the "Generate a return" button.

Your request will then be processed by SBE as quickly as possible, and you will receive an email confirming that your return request has been recorded, along with a return number.

Go again to your customer account / Product returns to print your return slip, which you will find in the list of ongoing returns. Attach the printed return slip to your package and, as agreed, either send the package to us or make it available for collection by our carrier. The return shipment of your package is your responsibility.

Please note that all products must be returned in their original packaging and in their original condition. Any incomplete product may be sent back to you. Therefore, make sure to return all originally included accessories (packaging, cables, manuals, covers, etc.) in their original box.

You then have 14 days to send us the package. It is strongly recommended to return your package via a carrier, registered mail, or tracked shipment, and to take out, if necessary, insurance with the carrier for the market value of the products to protect yourself against any loss or damage.

In the list of product returns in your customer account, the status of your return will be "Awaiting package," meaning we are waiting for your shipment. You will receive an email as soon as we have received your package.

Once we have received your returned items and completed verification, we will issue a credit note for the value of the returned products as soon as possible and inform you by email.

You can view your credit note at any time in your customer account / My credit notes.

The status of your return will then change to "Return completed".

If you do not receive your confirmation email after several days, please check your spam or junk mail folder to see if the confirmation email from SBE is there.

You can also check the status of your return by going to your customer account / My product returns.
If the return status is "Awaiting package," it means we have not yet received anything.

However, it is possible that your return has been received but is still awaiting processing and verification by our After-Sales Service. Please allow up to 24 hours for the corresponding information to be updated in your customer account.

If you sent your return more than a week ago at your own expense, we invite you to request proof of delivery from the carrier handling your package (a delivery receipt stamped by SBE). This is only possible if you returned the package with a tracked shipment and the “signature on delivery” option. Once our services receive the proof of delivery, we will take the necessary steps to register your return as a priority.

You can view your credit notes at any time in your customer account / My credit notes.

In this section, you can view the number and details of the original order that generated the credit note.

You can also display and print the credit note (Adobe Acrobat Reader PDF format) by clicking on the PDF icon on the right of the table showing your history.

At that point, the total amount of your credit note (with or without shipping costs, depending on what was decided) is converted into a discount voucher that can be used immediately on the website. This voucher is valid for 6 months on all products available on the site. It can be combined with other promotions you may be eligible for.

To access the list of all your currently valid discount vouchers, go to your customer account / My discount vouchers. Make sure to note the discount code corresponding to your credit note, along with its terms of use.

To use this discount voucher, simply enter the code during your next order at the "Order summary" step in the designated box. For more information on using a discount voucher, see the FAQ "I have received a promotional code. How do I use it?"

You can also request a refund for your credit note.

To do so, simply make an explicit request by going to your customer account / My credit notes, clicking on the details of the order corresponding to this credit note, and in the "MESSAGE" box below, indicate that you wish to be refunded and the amount you expect.

Your request will be promptly forwarded to SBE’s accounting department, which will process the refund by cheque within a maximum of 30 days.

For customers located outside France, the refund will be made by bank transfer. For this, we will ask you to provide your account details (IBAN, SWIFT, BIC, and your bank’s contact information).