Two sets of rules apply: individual renters are consumers and benefit from the 14-day statutory right of withdrawal under article L221-18 of the French Code de la Consommation. Business buyers (wholesale purchases) follow a contractual return regime based on warranty, defects and manufacturing faults. This page explains both.
Last updated: 22 April 2026 · Version 4.0
If you are a natural person acting for private purposes and you rent equipment from our catalogue, the provisions below apply. They are based on the EU Consumer Rights Directive 2011/83/EU, transposed into French law at articles L221-18 to L221-28 of the Code de la Consommation.
For rentals concluded at distance (phone, email, website) or off-premises, you have 14 calendar days from the day the contract is concluded to withdraw, without giving any reason and without penalty beyond the proportional service already performed. This right applies even if the rental has already started, subject to the important exception below.
Under article L221-28 13° Code de la Consommation, the right of withdrawal is lost when: (i) you expressly requested that the rental service start before the end of the 14-day period, AND (ii) the service has been FULLY performed before you exercised the right. If you start the rental immediately and use the equipment for the full booked period, you can no longer withdraw. If the rental is ongoing when you withdraw, you owe an amount strictly proportional to the service already rendered.
Send an unambiguous written statement — email to returns@k2grafic.com, postal letter, or the standard form at the bottom of this page — within 14 days of the contract date. Return the equipment in its original condition, complete with all accessories and the original case, to SARL K2 GRAFIC — Retours, 1 Rue Vital Carles, 33000 Bordeaux, France, no later than 14 days after your withdrawal notice. Direct return shipping cost is borne by you unless the equipment is defective or non-conforming.
We refund all sums paid — including initial delivery fees at the standard rate — within 14 days of receiving your withdrawal notice. We may defer the refund until we have received the equipment back or you have provided evidence of shipment, whichever is earlier. Refunds are issued using the same payment method you used, at no cost to you.
More than 48h before scheduled collection: full refund. Between 48h and 24h: 50% retained as reasonable compensation for blocked availability (article 1231-5 Civil Code). Less than 24h or no-show: 100% retained.
If the equipment delivered is damaged, missing parts or does not match the description, contact support@k2grafic.com within 48 hours. We will either swap the equipment, offer a replacement model, refund the rental in full, or repair the item at our cost. Article 1641 Civil Code (hidden defects) and article L217-3 Code de la Consommation (consumer conformity) apply.
Your security deposit pre-authorisation is released within 7 business days after return, once inspection is complete. If damage is found, only the repair or replacement amount is retained and the balance is released. A detailed inspection report is sent to you by email.
If we cannot resolve a complaint together, you can refer the matter free of charge to the consumer mediator CM2C — 14 Rue Saint-Jean, 75017 Paris, www.cm2c.net — or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr. You do not give up any right by going through mediation.
Wholesale B2B sales are concluded between professionals and are not subject to the consumer right of withdrawal (articles L221-3 and L221-18 Code de la Consommation). A contractual return regime applies instead, based on product defects, non-conformity and manufacturer warranty.
Inspect every pallet or parcel on arrival. Record any reserve on the carrier's waybill, take photos, and email returns@k2grafic.com within 48 hours with the PO number and photos. We arrange a full replacement or refund at our cost.
If you receive the wrong model, wrong quantity, or a product that does not match the quote, notify us within 72 hours. Do not open sealed products. We arrange collection of the incorrect items and dispatch the correct order at our cost.
The statutory guarantee against hidden defects applies. Notify us within 30 days of discovering the defect and no later than 2 years after delivery. You may choose between returning the product for a full refund or keeping it for a partial refund (article 1644 Civil Code). The buyer bears the burden of proof.
All equipment carries the original manufacturer's commercial warranty (typically 12, 24 or 36 months). Submit claims via returns@k2grafic.com with the serial number and a description of the fault. We handle the warranty claim with the manufacturer and keep you informed. Repair, replacement or refund is decided by the manufacturer's own warranty terms.
Not an accepted ground for return. Exceptional cases (new product unused, unopened, in original packaging, returned within 14 days) may be granted at our discretion with a 15% restocking fee and return shipping at the buyer's expense. No refund for customised, configured, or activated items.
Once opened, activated or unsealed: software licences, consumables (tapes, cables, bulbs), batteries, printheads, thermal paper, custom-configured workstations or servers, items with broken security seals, and any product fitted with serialised activation.
After physical inspection (within 5 business days of receipt), a credit note is issued within 10 business days and applied to your account or refunded via the original payment method. For direct-debit accounts, the refund is processed on the next settlement run.
Disputes over an invoice must be raised in writing within 8 days of invoice receipt (article L441-11 Code de Commerce). Absent a timely written dispute, the invoice is deemed accepted.
Whether you are a consumer or a business, rental returns follow the same procedure at the physical return counter.
Bring the equipment, all accessories, and the original case to our Bordeaux warehouse during opening hours (Mon–Fri 09:00–18:00 CET). Delivery / pickup can be arranged at an extra fee, agreed in the rental contract.
Items are inspected in your presence. Signed inspection report lists: serial numbers, physical condition, accessories returned, any damage. You receive a copy immediately.
Damage beyond normal wear is billed at repair cost quoted by the manufacturer's authorised service centre. Complete loss, theft without police report, or irreparable damage is billed at full replacement value (new unit, public list price).
Each hour of unauthorised delay: 1/10 of the daily rate. Capped at 200% of the daily rate per day of delay. Delays beyond 72 hours may lead to a criminal complaint for conversion (article 314-1 Penal Code).
To the attention of SARL K2 GRAFIC — 1 Rue Vital Carles, 33000 Bordeaux, France — returns@k2grafic.com. I / We (*) hereby notify you that I / We (*) withdraw from my / our (*) contract for the rental of the following equipment: • Equipment: ___________________________ • Contract number: ______________________ • Ordered on: __________________________ • Received on: _________________________ • Consumer name(s): _____________________ • Consumer address: _____________________ • Consumer signature (only if this form is notified on paper): _____________________ • Date: _______________________ (*) Delete as appropriate.
SARL K2 GRAFIC — 1 Rue Vital Carles, 33000 Bordeaux, France
returns@k2grafic.com · support@k2grafic.com · +33 9 39 24 60 21 · +1 878 768 6566