At BORDER LINK, we want your order to be delivered in good condition and for any return request to be handled simply and transparently.

On this page, you will find essential information regarding delivery fees, delivery times, package tracking, right of withdrawal, returns, refunds, as well as damaged or non-compliant products.

Delivery

We currently deliver our products to metropolitan France, the Netherlands, and Belgium.

Orders are prepared after payment confirmation and shipped to the address provided during the order placement.

The applicable delivery conditions are displayed before the final validation of your purchase.

Delivery Fees

For standard deliveries:

Applicable delivery fees are clearly indicated before payment.

No additional delivery fees will be added after order validation, unless a specific cost has been clearly presented and accepted before finalising the purchase.

Preparation Time

After payment confirmation, your order is generally prepared within:

1 to 2 working days.

Orders may exceptionally require additional time during periods of high activity, technical issues, or events beyond our control.

Delivery Times

The usual standard delivery times are as follows:

The total time, including preparation and transport, may therefore vary depending on the destination.

The indicated times are usual times and may exceptionally be extended due to disruptions in the transport network, weather conditions, periods of high activity, or events beyond our control.

When no specific deadline has been agreed upon, European rules generally provide for delivery within a maximum of 30 days.

Order Tracking

When tracking service is available, a tracking number may be provided to the customer after dispatch.

Tracking may require some time before the first information appears.

If the tracking shows no update for several working days or if the announced delivery time is exceeded, contact our customer service so we can check the situation.

Email: info@border-link.com

Delivery Address

The customer must carefully check their address before confirming their order.

We recommend checking in particular:

• your name;

• the street number and name;

• the postal code;

• the city;

• the country;

• any additional information necessary for delivery.

If you notice an error after your order, contact us immediately.

When the order has not yet been shipped, we will do our best to correct the address.

However, after the package has been handed over to the carrier, we cannot guarantee that a modification will still be possible.

Delayed Package

If your package exceeds the usual delivery time, we recommend contacting our customer service.

We will check the available information and, when necessary, contact the carrier to find a solution.

The fact that a package is entrusted to a carrier does not transfer responsibility for delivery to the consumer: the seller remains responsible for the proper execution of their delivery obligation in accordance with applicable rules.

Package Indicated as Delivered but Not Received

If tracking indicates that your package has been delivered but you have not received it, first check:

• your mailbox;

• any indicated drop-off locations;

• with other occupants of the residence;

• with your neighbourhood when relevant.

If the package remains untraceable, contact us with your order number.

We will then verify the delivery information and data available from the carrier.

Damaged Package

If the package shows visible damage upon delivery, we recommend taking photographs of the packaging before opening it, if possible.

If the product is also damaged, contact us quickly and provide, if possible:

• your order number;

• photographs of the package;

• a photograph of the shipping label;

• photographs of the product;

• a description of the problem.

This information allows us to process your request more efficiently.

The absence of reservations with the carrier does not deprive the consumer of their legal rights.

Incorrect or Non-Compliant Product

If you receive a product different from the one ordered, an incomplete item, or a product that does not match the advertised characteristics, contact us before proceeding with a return.

After verifying your request, we will inform you of the procedure to follow.

When the problem results from an error by BORDER LINK or falls under a legal warranty, applicable return costs are covered in accordance with regulations.

Returns

Your Right of Withdrawal

For distance purchases covered by the right of withdrawal, you generally have a period of 14 calendar days from receipt of the product to inform us of your decision to withdraw.

You do not need to provide any justification.

This right applies in accordance with French and European rules relating to distance contracts.

To exercise your right of withdrawal, contact us:

Email: info@border-link.com

Preferably indicate:

• your name;

• your order number;

• the product(s) concerned;

• your wish to exercise your right of withdrawal.

After Your Withdrawal Request

After informing us of your decision, you must return the product within a maximum of 14 days.

The deadline is met when the product is handed over to the carrier before the expiry of this period.

We recommend keeping proof of shipment and the tracking number until the return is fully processed.

How to Make a Return?

Step 1 — Contact us

Send an email to: info@border-link.com

with your order number and request.

Step 2: Receive instructions

Our customer service will inform you of the procedure corresponding to your situation.

Step 3: Prepare the product

Carefully package the product to avoid any additional damage during transit.

Step 4: Ship the return

Use the return address and instructions provided by our customer service.

Never return a package to an address found on the Internet or an address different from the one communicated by BORDER LINK.

Step 5: Keep proof of shipment

We strongly recommend using a service that allows tracking of the package.

Step 6: Receipt and verification

Upon receipt, we will verify the product to determine how to proceed with your request.

Step 7: Refund or applicable solution

When the return conditions are met, the refund or applicable solution is processed in accordance with regulations.

Condition of the Returned Product

As part of a right of withdrawal, you may handle the product to the extent necessary to verify its nature, characteristics, and functioning.

However, we recommend not permanently installing a product if you intend to return it.

For toilet seats and other items requiring installation, it is particularly recommended to check dimensions, shape, and compatibility characteristics before proceeding with permanent installation.

Handling beyond what is necessary to examine the product may result in depreciation for which the consumer may be liable in accordance with applicable rules.

The absence of the original packaging does not automatically negate the right of withdrawal when it is legally applicable.

Return Costs

The coverage of return costs depends on the reason for the return.

Under the right of withdrawal, direct return costs are normally borne by the consumer when they have been informed before the sale is concluded.

However, when a product is defective or non-compliant and the return is necessary under a legal warranty, the corresponding costs should not be borne by the consumer.

Defective Products

If your product has a defect that does not result from misuse or incorrect installation, contact us as soon as possible.

Send us:

• your order number;

• a description of the problem;

• photographs when relevant.

We will examine your request in accordance with applicable legal warranties.

Goods sold to consumers particularly benefit from the legal warranty of conformity applicable to the sale of goods.

When the defect falls under this warranty, the solutions provided by law may include repair or replacement and, under the conditions provided by regulation, a price reduction or refund.

Product Damaged During Delivery

If your product arrives damaged, contact us before making a return.

We may ask you for photographs of the package and the product to determine the situation.

When the damage falls under our responsibility as a seller or a legal warranty, we will cover the necessary costs in accordance with applicable regulations.

Wrong Product Received

If you receive a product different from the one ordered, contact us before returning the item.

After verification, we will inform you of the appropriate procedure.

When the error comes from BORDER LINK, the return costs and, when necessary, re-shipping costs are covered by BORDER LINK.

Used or Installed Products

A product returned under withdrawal must be handled only to the extent necessary for its examination.

For products such as toilet seats, permanent installation or use beyond what is necessary to verify the product's characteristics may result in a decrease in its value.

This rule does not limit consumer rights regarding a defective or non-compliant product.

Refund

In the event of a valid withdrawal, BORDER LINK will refund the due amounts in accordance with applicable rules.

The refund includes, in particular:

• the price of the returned product;

• the standard delivery costs initially paid by the customer, when regulations require it.

If the customer voluntarily chose a more expensive delivery method than the standard one offered, the supplement corresponding to this choice may not be refunded.

The refund is generally made using the same payment method as that used during the order.

Refund Period

The refund is made within the applicable legal period.

In France, under the right of withdrawal, the professional must generally refund the consumer within a maximum of 14 days from the notification of withdrawal.

However, the refund may be deferred until the product is recovered or until proof of shipment of the returned product is received, depending on the situation provided by law.

Once the refund is made, the time it takes for the funds to appear in the customer's account may depend on the bank or payment provider.

Exceptions to the Right of Withdrawal

The right of withdrawal has certain exceptions provided by regulations.

These particularly concern certain personalized products or products manufactured according to consumer specifications, as well as certain categories of products for which the law provides for an exclusion.

If an exception concerns a particular product, it will be indicated before the conclusion of the sale when necessary.

Return Without Prior Request

To avoid any processing errors, do not return a product without first contacting our customer service.

A package sent to an incorrect address or without information allowing the order to be identified may result in additional processing time.

Contact: info@border-link.com

Return Address

For logistical reasons, the return address may vary depending on the order and the applicable procedure.

The return address will be communicated to you by our customer service.

Please do not use the BORDER LINK head office address as a return address unless expressly instructed by us.

FAQ

Is delivery free?

Yes. Standard delivery is free for all orders of €39 or more.

For orders under €39, delivery fees are €3.90.

How long does it take to receive my order?

Generally, allow 1 to 2 working days for preparation, then approximately 2 to 5 working days in France and 3 to 6 working days in Belgium and the Netherlands.

Can I track my order?

Yes, when a tracking number is available, it can be provided after dispatch.

I received a damaged package. What should I do?

Contact us quickly with your order number and, if possible, photographs of the package and the product.

I simply changed my mind. Can I return my product?

Yes, when the right of withdrawal applies. You generally have 14 days from receipt to inform us of your decision. You then have 14 days to return the product.

Who pays the return costs?

For a simple change of mind, direct return costs are normally borne by the customer when they have been informed before purchase.

For a defective, non-compliant, or incorrectly received product, applicable costs are covered by BORDER LINK when the situation falls under our responsibility or a legal warranty.

Where should I send my return?

Please contact us first. Our customer service will provide you with the address and instructions for your return.

When will I be refunded?

Refunds are processed in accordance with the applicable legal timeframe. In the case of a withdrawal, it generally occurs within a maximum of 14 days, subject to legal conditions allowing for the refund to be deferred until the product is recovered or proof of shipment is received.

What if my toilet seat doesn't fit my toilet?

Please contact us before any permanent installation if you notice a compatibility issue.

We recommend carefully checking the dimensions and characteristics indicated on the product sheet before installation.

Can I return an already installed toilet seat?

You can exercise your right of withdrawal when applicable. However, handling or installation beyond what is necessary to examine the product may result in depreciation in accordance with applicable rules.

How to contact us?

BORDER LINK
Office 1670, 37 passage du Ponceau
75002 Paris, France

Email: info@border-link.com

Phone: +33 1 47 05 99 35