Return Items

Consult, through these questions, the SBE product return policy.

Is it possible to exchange an item once received?

By placing an order on the Sbedirect website, you automatically benefit from our "Satisfied, exchanged or refunded" guarantee. Our permanent goal is your satisfaction with any order you place.

You can therefore exchange an item within 7 days of receiving said item, provided it is an item in stock and not customized.

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

Returned products must be intact, in perfect condition, in their original packaging. They must not have suffered the slightest damage and must be in a perfect state of cleanliness. Any product that is damaged, incomplete, or whose original packaging is damaged will not be refunded or exchanged.

What are the ordered items that can be returned?

No customized product can be returned unless it is a production error on our part.
Customized normally involves a printed product based on your specifications such as labels, stickers, badges, bracelets or cords.

That's why we send you a “Ready to print” and happily offer you samples before any production takes place.

However, all non-customized products such as those in stock and standard products that you can find on this site can be returned to us.

If any of these products are not suitable for you, we will be able take back the product and offer a replacement product that is better suited to you, or proceed to a refund if you have already paid for it.

How long do I have to return the item?

We ask our customers to return products within 7 days of receipt.

Who pays the shipping cost for the return of a product?

If there has been an error on our part, whether for customized products, or products from our stock the return is at our expense.

It is SBE that will send a carrier to you after our office has validated the return.

If you are not satisfied with the product received or if you simply want to change it, then the return costs will be at your expense (after validation by our office).

How can I return an article to SBE?

To return an article to SBE, you first need a return voucher validated by SBE.

Visit your client area/My order history. Click on "See details" of the relevant order.

Indicate opposite the product to be returned the quantity of products you want to return
Tick the box on the right corresponding to the product.
Indicate the reason for your return in the "RETURN PRODUCT" box below
Validate your request with the button "Generate a return"

Your application will then be processed by SBE as soon as possible and you will receive an email indicating that your request for return has been registered along with a return number.

Go back to your customer area/Return product to print your return voucher which you will find in the list of returns in progress. Paste the return voucher on your package and depending on what has been decided, send us the package or make it available to our carrier. The return of your package is your responsibility.

We remind you that all products must be returned in their original packaging and original condition. Any incomplete product may be returned to you. Take care to return all accessories initially included (packaging, cables, manuals, covers…) in their original box.

You have 7 days to send us the package. It is strongly recommended to return your package by carrier, registered post or similar and to take out, if applicable, insurance with the carrier equal to the market value of the products in order to protect yourself against any loss or damage.

In the list of returns produced in your customer area, the status of your return is then "Pending delivery" which means we are waiting for your package. You will receive an email as soon as we have received your package.

What happens once you receive my articles in return?

Once we have received your items in return and after verification, we will issue the credit note to the amount of the returned products as soon as possible and will inform you by email.

You can view your credit notes in your customer area/My credit at anytime.

The status of your return then goes to “Return Completed".

I did not receive an e-mail notification following my return, what do I do?

If you do not receive your confirmation email after several days, check in your junk mail if the SBE confirmation email is there.

You can also check the status of your return by going to your customer area/My return products.
If the return status is “Pending delivery" then we have still received nothing.

However, your return may have been received but pending registration and verification by our After-sales service, you should anticipate at least 24 hours before the corresponding information in your customer area is updated.

If you made your return more than a week ago by your own means, we invite you to ask the carrier in charge of your package for proof of delivery (packing slip on which the SBE stamp appears). This approach is only possible if you have returned with a carrier follow-up and the option “delivered upon signature". Once the proof of delivery is received by our office, we will take the necessary steps to register your return as a priority.

How do I use my credit note?

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

In this area you can view the number and details of your original order that gave rise to the credit note.

You can also post it and print it (Adobe Acrobat Reader PDF format) by clicking on the PDF icon on the right of the table where the history is displayed.

At this point, the total amount of your credit (with or without shipping cost depending on what has been decided) is turned into a voucher that is usable immediately on the site. This discount voucher is valid for 6 months on all the products on the site. It may be used cumulatively with other promotions you may benefit from.

To access the list of all your valid vouchers, go to your customer area/My discount vouchers. Please note the discount voucher code corresponding to your credit note and terms of use.

To use this coupon, simply enter this code on your next order in "Summary of my order" in the box provided. For more information on using a discount voucher, see the FAQ "I received a promotional code. How do I use it?"

How do I claim the refund on my credit note?

You can also claim a refund on you credit note.

In this case, just make the request explicit by visiting your customer area/My credit notes, click on the details of the order corresponding to that credit note, and in the "MESSAGE" box below, indicate that you want to be refunded and the amount you expect.

Your request will be promptly forwarded to the SBE accounting service and you will be reimbursed by cheque within a maximum of 30 days.

For foreign customers, reimbursement will be made by bank transfer. To do so, we will ask you to provide us with the details of your account (iban, swift, bic and bank details).