Hello, How can we assist you?

You have a 30-day withdrawal right from the reception of your order to request the return of one or more items for an exchange, a credit, or a refund.

*Except for safes and other items with special delivery.

How to make a return:

1. Go to our Return Portal.
2. Enter your order number (do not forget the # for Welkit orders) and the postal code of the delivery address or the package tracking number.
3. Select the items to return and specify the reason.
4. Choose your preferred return method.
5. Generate the return label to stick on your package.
6. Pack and bring your package to a Mondial Relay drop-off point.
7. Do not forget to ask for a drop-off receipt for your package. That's it!

Deadline

When your return entitles you to a refund, it will be equal to the purchase price of the returned product(s), excluding shipping costs, within an average period of 10 business days.

Important: the amount of the outbound shipping costs is not refundable.

Refund Method

The refund will be made to the payment method used at the time of order confirmation. Depending on the banking institution, a period of 3 to 7 business days may be required before your refund appears on your bank statement.

Refund Delays

If your refund does not appear on your bank account statement and the required refund period has passed, contact us.

Note: once you have handed your package over to the carrier, the processing time for a return can extend to two weeks.

When you return online, if you choose to receive a credit, it will be issued in the form of a gift card and sent by email. You can then use it as you wish on Welkit.com subject to available stock for a period of one year.

To ensure your return request is accepted, the product must be returned new, complete without any wear and tear, and in its original packaging. Accessories (power cable, optic protector, pouch, etc.) sold with the product must also be included in the original packaging of the item. For example, a pair of shoes cannot be returned with only its box or original packaging; an additional cardboard or mailing bag will be necessary (the packaging must not have any tape marks). If these conditions are not met, the return of the merchandise will be considered non-compliant and will not be refunded or exchanged by Welkit.

• If you receive a damaged package

Open your package in front of the carrier and check its contents, if everything is not in order, refuse it and ask the carrier to return it to us, this is the simplest solution for you, we will take care of everything as soon as this package reaches us, and we will resend your order without any additional shipping costs.

• If a product is defective

Simply start the return request procedure online by clicking our Return Portal.

The transportation of returned products is the responsibility of the customer.

Return Costs

No return fee is requested in the case of an exchange request, an error on our part, or a manufacturing defect.

In the case of a refund or a credit, a contribution to the return costs of 1.95 euros will be applied for the following countries: Metropolitan France, Belgium, Germany, Luxembourg, Monaco, Andorra. These costs will be deducted from the refunded amount.

For returns from the DOM-TOM, and other countries inside and outside the EEC, the return costs are the responsibility of the customer.

Abusive or Non-Compliant Return

In the event of an abusive return or if the internet user has not read and applied the instructions above, the return of the product will be considered non-compliant and treated as such.

• Manufacturer Warranty

Some products sold on the Welkit.com website are covered by an additional commercial warranty offered by the manufacturer, the duration of which is mentioned on the product page or on its packaging. This warranty covers parts and labor but does not apply in cases of misuse, deterioration, or negligence.

The commercial warranty is the responsibility of the manufacturer, Welkit does not carry out any repairs or replacement of parts, therefore Welkit can only put the buyer in contact with the manufacturer's warranty service for the product concerned.

Attention: Welkit cannot be held responsible in the event that the manufacturer fails to apply its commercial warranty, in which case Welkit is not obliged to replace the concerned product, nor to refund in whole or in part the price of the returned product.

• Legal Warranty of Conformity

All products for sale on the site are covered by the legal warranty of conformity (as defined in articles L217-4 and following of the Consumer Code) and the warranty against hidden defects (as defined in articles 1641 and following of the Civil Code), allowing the buyer to return defective or non-compliant products without charge.

Products that have been modified, repaired, integrated, or added by the buyer are excluded from the warranty. The warranty will not apply to visible defects. The warranty will not cover products damaged during transport or due to improper use.

As soon as your order is ready to be shipped, you will receive an email informing you of your package's new status along with a tracking number. You can then simply follow your package via the link provided in this email.

Tracking a package online

You can track your package by clicking on this link.

Make sure to enter the tracking number of your package as well as the postal code of the delivery address.

If the delivery status of your package indicates that it has been delivered and you have not received it

• Check the delivery address in the order history in your customer area.
• Look for a delivery notice. It's possible that a delivery notice was left in your mailbox or on your door.
• Follow the instructions on the delivery notice to retrieve your package. In some cases, it is possible to arrange for another delivery attempt.
• Check if someone else has received the package on your behalf.
• Conduct searches around your delivery location. Check if your package was left with one of your neighbors or in a safe place like a porch or garage.

If none of these solutions work

1. File a claim with La Poste online via their site Laposte.fr or by going to a post office near you. You will need your tracking number.
2. To help us move things forward on our side, we invite you to fill out and sign a sworn statement (downloadable below), and to send it to us via our contact form indicating as many details as possible.

Welkit is a 100% French company

All our packages are shipped from our logistics center based in France, near the Saint-Cyr Coëtquidan Military Academy (AMSCC) in Guer, to be precise.

We dispatch your orders from Monday to Friday on working days. All packages are sent out before 4 PM, the time at which our carriers come to pick them up.

If I place an order after 1 PM, will it be shipped the same day?

No, when your order is validated it joins a queue in our logistics chain, and as soon as it's its turn, it will be prepared, checked, and dispatched.

We process several hundred orders per day, so we cannot guarantee that an order placed after 1 PM will be shipped the same day; it will depart on the next working day.

Good to know

To make your life easier, we provide an estimated delivery time on each product page.

Of course! Hub Army deliveries are carried out by Colissimo Suivi. La Poste is responsible for transporting your package from our warehouse based in Guer to the Military Post Office located in Vincennes, which then takes over to deliver it to you on site. This transport can sometimes be quite long as it depends on your distance and the frequency of military air shuttles.

Insurance

The contents of your package are insured, this insurance is fully covered by WELKIT, so that you do not have any additional transport costs and your order travels safely. CAUTION since June 2003, any shipment of material containing a blade or aerosol is prohibited on all military postal sectors.

Tax-Free

If the SP address is located outside the EEC, you can benefit from billing without taxes (excluding shipping costs), provided that you send us by e-mail a Military Position Certificate (MPC) corresponding to the period during which you placed your order. Without this MPC, you will not be able to benefit from the VAT tax exemption.

As the prices indicated on the site are inclusive of all taxes, the VAT refund will be made within 48 working hours after the receipt of your MPC and the validation of your order.

Learn more about our Hub Army delivery.

We know that your profession is risky, which is why at Welkit all individual orders are shipped in plain packaging, with no visible markings or branding.

All our packages are shipped from our logistics center based in Brittany, with shipments going out from Monday to Friday before 4 pm (the time at which the carrier comes to pick up the packages). The vast majority of orders are shipped the same day they are validated, and almost all within 24 business hours.

You can check the status of your order on your customer account. If the status of your order is marked "Not processed" or "In preparation", and if it has still not been shipped after 48 business hours, this will mean that it has probably been stopped by our logistics chain. Here are the reasons:

Order pending professional documentation

In some cases, we are forced to set your order aside to verify your professional status, this is done for example when you wish to order an item reserved for professionals (e.g., a police armband, if the delivery address is not a brigade or a police station then the order will be set aside waiting for a professional documentation).

Order blocked for suspicion of fraud

Each order is "scanned" by an anti-fraud system which is, let's say, rigid. This may seem annoying for some (you, as well as us), but it perfectly protects your data and allows us to avoid fraudsters.

In either case, if your order is stopped you will be notified immediately by email.

I haven't received any email, the delay is your fault!

Although we do everything possible to be at the top of our game every day of the year, we are not infallible, we can face unforeseen issues and make mistakes (we prefer to hire humans rather than robots, it's nicer at Christmas meals).

But one thing is certain, if we make a mistake we will fix it. We will do everything in our power to solve your problem as quickly as possible.

If you find yourself in this situation:

• First of all, we offer our sincerest apologies.
• Secondly, contact us detailing your problem as much as possible.

When the package is not picked up within the timeframe indicated on the notice of passage (generally 10 business days), the package is returned to us with one of these notes "NPAI", "Refused", or "Unclaimed".

In this case, the buyer will be refunded the amount of the order, minus shipping costs, using the same payment method as for the purchase.

Good to Know

Customs clearance fees, dock dues, excise duties, and other additional charges resulting from the application of import regulations specific to each country are the responsibility of the customer. These taxes cannot be calculated by Welkit and are not included in the final amount of your order.

Important

Be careful to order products in compliance with the legislation of the recipient country. Welkit cannot be held responsible in case of non-compliance with the legislation of the country in which the product will be delivered.

Intra-EEC Shipments

Under no circumstances can a shipment be subject to a tax-free sale if the destination country is part of the European Union. The European Union countries are: Germany, Austria, Belgium, Denmark, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Czech Republic, United Kingdom, Slovakia, Slovenia, Sweden, Romania, and Bulgaria.

Shipments to the DROM-COM

The sale is tax-free, however, in most cases, you will have to pay the specific tax for the DROM and COM, which is the dock dues. This tax depends on the value of the package and will be billed by La Poste upon delivery of the package. It is not possible to send packages without an invoice, nor to understate an invoice.

Shipments outside the EEC

For countries not part of the EEC, we conduct sales without VAT, meaning that all items offered in the catalog are reduced by the VAT (20% or 5.5% for books). To benefit from this tax exemption, just send us a message on our contact page.

VAT Refund

Since the prices indicated on the site are inclusive of VAT, the VAT refund will be made within 48 working hours after the validation of your order.

Once your order is confirmed, it is not possible to modify or cancel it via our website.

However, if the order has not been processed and our customer service is open, we invite you to contact us by phone at +33297737390 and we will do our best to solve your problem.

Good to know

It is difficult for us to intercept an order once it is confirmed, we will do our best to stop and cancel it upon your request, and if by chance we are not able to do so in time, please be aware that you have 30 days to return it to us.

Our transactional emails are automatically sent to our clients after each order. Here is how to solve your problem:

1. Check your "Spam" folder
2. Log in to your account and check the email address you provided when registering on Welkit.com. If there is an error, contact us so we can make the correction.
3. Look in your customer account to see if your order has been properly recorded.

If you still cannot find the confirmation email, do not hesitate to contact our customer service who will do everything possible to help you.

We apologize for this mistake. You can return your item via our Return Portal.

We invite you to select the reason for the return: Incorrect item received

You will then have the option to request a return for a credit or a refund.

The return shipping costs will be on us.

Is an item missing from your order? We sincerely apologize for the inconvenience caused. Either the item in question is out of stock, or it has been shipped in a second parcel (this can happen for logistical reasons).

The easiest way is to contact us by email. We will go out of our way to quickly resolve our mistake.

Recherche simple et rapide

Pour découvrir nos Solutions Professionnelles il vous suffit d'effectuer une recherche dans notre moteur de recherche ou simplement en sélectionnant une catégorie dans le menu. 

Après avoir ajouté vos produits dans votre panier, démarrez le processus de commande en cliquant sur "Passer la commande".

Votre commande sera enregistrée après la confirmation de votre règlement. Vous recevrez alors un email récapitulatif. Dans certains cas, des pièces justificatives peuvent être demandées pour la validation définitive d'une commande et de son expédition.

Confirmation de commande

La confirmation définitive d'une commande intervient une fois le règlement validé, et le cas échéant, les justificatifs réceptionnés.  

Traitement de la commande

La préparation de votre commande débute une fois votre paiement confirmé. Si votre commande est validée avant 14h du lundi au vendredi, et selon la disponibilité de chaque article, votre commande est  expédiée le jour même. Une fois le colis remis au transporteur, un email vous informera de son numéro de suivi.

Unfortunately, we no longer accept orders by phone for security reasons.

Our payment system allows us to ensure secure transactions for our customers, and to be certain that the payment method used belongs to the account holder.

Having trouble placing an order on our website?

It is most likely an error. We advise you to try placing your order again, and if the problem persists, contact us.

Good to Know

All our products for sale are in stock (except for products reserved for administrative needs), and the stock status is indicated on each product page. This is real-time stock, so availability will always be accurate except in the case of a computer error.

Real-Time Stock

When a product is in stock, you can order it immediately. If a product is out of stock, it is not possible to order it until it is back in stock.

Product Unavailable

For the time being, it is not possible to know in advance if a product will soon be back in stock. You have the option to enter your email address on the product page that is out of stock to be alerted as a priority when new stock is available.

Special Order

We no longer offer the option to buy on pre-order, nor do we offer special orders. All our products for sale are in stock (except on the Welkit Admin site).

Unfortunately, it is not possible for you to reserve an item.

When you add an item to your cart or wish list, it remains available to other customers, meaning the item can disappear or become unavailable if another customer orders the last one.

To ensure you get the item you want, we recommend ordering it as soon as possible.

Note: Items currently in your shopping cart are always displayed with their current price.

Real-time Pricing

The prices displayed on our site and in your cart include VAT. If you are being delivered outside of the European Union, you may be eligible for a tax deduction by sending us proof of location by email.

Prices are displayed in real-time, and we reserve the right to change them at any moment. Therefore, prices may change between the time you add items to your cart and the time you finalize your order.

Adding an item to your cart does not mean its price is "locked".

Price Error

If the price of an item you have already ordered turns out to be higher than the displayed price, we reserve the right to contact you before shipping your order or to cancel the ordered item. In the event of cancellation of the item(s) concerned, we will issue a refund immediately.

Le paiement sur Welkit est parfaitement sécurisé. Nous faisons appel à des plateformes de paiement reconnus pour leur fiabilité, chaque paiement est sécurisé et vos données bancaires cryptés à l'aide de protocole de type SSL ou PCI DSS. 

Le paiement de vos Solutions PRO peut être réalisé :

• Par carte bancaire (Carte Bleue, Visa, Mastercard)
• Par PayPal
• Par carte-cadeau Welkit
• Par Alma : payez en plusieurs fois ou en différé
• Par cryptomonnaies

Nous n’acceptons pas les espèces, ni les paiement par chèques.

3D-Secure (or 3DS) protects us against fraudsters by adding a second level of security when finalizing a payment (which also protects you in the process)

After entering your bank details, you are redirected to your bank's website to confirm that you are indeed the holder of the card used for the payment. Generally, you receive a code via SMS or have to enter your date of birth, for example.

Although 3D Secure can be cumbersome over time, we unfortunately have no choice, it's a new EU directive.

For credit card payments, we use the secure application Shopify Payment or Payplug. Thanks to their services, we accept Visa, MasterCard, Amex, and Carte Bleue cards.

Important

For technical reasons, we do not accept VISA Electron and Maestro cards.

When am I charged?

Your account is charged when your order is validated. If you return your items, the corresponding amount will be refunded to your credit card.

Credit card payment is secure. Your credit card data is transferred securely using the SSL protocol.

You have entered your credit card data but your order has not been validated?

This means that your order has not been validated and your bank account has not been debited. In this case, please try again later.

Important

PayPal does not offer its payment services for the purchase of weapon parts, knives, or other self-defense accessories and related items.

If you select payment through PayPal, you will be redirected to PayPal at the end of the order process. If you are already a PayPal customer, you can log in with your user data and make the payment.

New to PayPal?

Then, you can log in as a guest or open a PayPal account, and then confirm the payment. Your payment will be recorded within a few minutes, and your order is processed immediately. To proceed with payment using PayPal, please note that you accept PayPal's terms and conditions of use.

If you return items

When you return an order, the amount of the returned items will be automatically credited to the PayPal account you used to pay for your order. With PayPal, you can decide for yourself whether the amount will be credited to your PayPal account or returned to your bank account.

Please note that you accept PayPal's terms and conditions and therefore agree to PayPal's processes.

If your PayPal account is closed, we reserve the right to refund your bank details. Unfortunately, another PayPal account cannot be used for the refund.

Payment in installments/deferred payment is available via our partners Alma and PayPal. All payments are protected by 3D Secure.

• Deferred payment D+30: Only purchases between 50 € and 2,000 € are eligible for payment with Alma.
• Deferred payment D+15: Only purchases between 50 € and 2,000 € are eligible for payment with Alma.
• Payment in 3 installments: Only purchases between 50 € and 2,000 € are eligible for payment with Alma.
• Payment in 4 installments: Only purchases between 100 € and 2,000 € are eligible for payment with Alma and/or PayPal.
• Payment in 10 installments: Only purchases between 500 € and 2,000 € are eligible for payment with Alma.

Depending on the payment option chosen, fees may be applied. To learn more please visit our Financing Service.

Important

PayPal and Alma do not offer their payment services for the purchase of firearm parts, knives, or other self-defense accessories and similar items.

As of today, only gift cards issued by our company are accepted. Other types of gift cards like Illicado, Ticket Kadéos®... are not accepted.

Note: For security reasons, we do not have access to the reason why your payment was declined. Only your bank can provide this information. Therefore, you will need to contact your banking institution to resolve most payment issues.

The reasons related to payment issues generally are:

• You have exceeded the credit limit authorized by your bank.
• Your credit card has expired.
• The information entered does not match those on your payment card.
• Your purchase may be considered an attempt at fraud by your bank, which has therefore blocked it to protect you.
• Some banks have special policies regarding electronic or Internet purchases.

There is a reliable way to know whether you have been charged or not: the confirmation email. If you have received our confirmation email, it means that the payment has gone through, you have been charged, and your order has been successfully recorded.

If your products are still in your cart, it means that you have not been charged. You can then make another attempt.

Good to Know

Invoices are available only if your orders have been shipped. In the shipping confirmation email of your order, you will find a download link for your invoice in PDF format.

Printing an invoice from your customer account

1. Log in to your customer area.
2. In Order History > Payment Column > Click on PDF Invoice.
3. Your invoice will then automatically download in PDF format.

• Visit the login to your account page
• Click on forgot password.
• You will receive an email explaining the steps to follow.

Good to know

We do not have access to your password, so only you can change it.

Your email address is not recognized

Contact us through our contact page. An advisor will respond as soon as possible with a solution to your problem.

Note: For security reasons, your email address can only be changed by our team.

• Visit our contact page.
• Send us a message with the desired email address change.
• We will make the change and send you a confirmation email.

The Welkit.com website aims to offer professionals in defense and security as well as all other state servants exclusive discounts on their individual equipment.

To benefit from your professional discount, simply log in to our website. The displayed prices will be automatically discounted.

Amount of the PRO discount

Unlike our old Advantage Card, which entitled you to a -10% discount on a selection of items, our new low price policy offers you discounts of up to -40%, every day of the year!

Note: The default address chosen will automatically be considered as the primary delivery address.

• Go to your customer area.
• Under your default address click on "View address"

A professional proof may be requested when:

• You create an account for the first time. Welkit being reserved for defense and security professionals, we ask our users to provide proof of their professional status.
• When you order a product requiring specific authorization (e.g., a Police armband).

How do we verify a professional proof?

Firstly, know that we do not use any robots, each professional proof is checked by one of our experts based in France.

During registration on our site, the submission of a professional proof is encrypted end-to-end for maximum security.

We do not perform any saving or copying of your professional proofs, and each proof is permanently deleted from our system after verification.

To log out of your customer account, please follow the steps below:

1. Click on the “Menu” icon, located at the top left of your screen, next to the Welkit logo.
2. In the menu that appears, a "Log out" button will appear, just click on it to log out.

How to stop saving your credentials on our site?

To stop saving your credentials on our site, you need to go to the “option” section of your browser. This section is usually located at the top right of your screen, under the page close cross.

Once you have clicked on the option button, a new tab opens, then click on "history" or "settings" to manage your browsing history and access your cookie settings.

Then click on delete your browser's cookies. By doing this, your passwords will no longer be remembered by your browser.

Articles in this section

In accordance with our data protection policy, your credentials are secured on our Welkit and Welkit Planet sites, and we will never use them. Moreover, even if we wanted to, we could not do so because we have no access to your password (only you can change it by clicking on "forgot password").

If Google or another password management application suggests you change your password on our site, this is not due to a data breach from our site. This suggestion comes from the password management tool itself, which checks if the password you have used has already been subject to a data breach on a site.

Please consult the Google article on securing data for more information.

Note: By unsubscribing from our newsletter, you choose to no longer receive promotional emails from us (except for emails related to orders).

• At the bottom of each promotional email click on "Unsubscribe".
• And that's it, you will no longer receive our newsletter.

Note: For security reasons, only our team can delete a customer account from our Welkit.com site.

• Go to our contact page.
• Send us a message with your request to delete the account.
• We will proceed with the deletion of your account and send you a confirmation email.

• By email

Simply fill out our contact form and we will respond within 24 business hours.

• By phone

If your issue is urgent and requires immediate attention, call us at +33297737390

Our customer service is open from Monday to Friday from 8 am to 12 pm and from 1 pm to 4 pm (3 pm on Friday).