Help Center

You have a 30-day withdrawal period from the receipt of your order to request a return of one or more items for an exchange, a credit note, 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 (don't forget the # for Welkit orders) and the postal code of the delivery address or the tracking number.
3. Select the items to return and indicate 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 Relais drop-off point.
7. Don't forget to ask for a drop-off receipt for your package. That's it!

It's possible and it's FREE!

To do this, simply start the online return procedure by clicking on our Return Portal and choose the "Exchange" option, you will then have the opportunity to give your instructions and/or choose a new product available on our online store.

Delay

When your return entitles you to a refund, it is 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 non-refundable.

Refund Method

The refund will be made to the payment method used when the order was placed. Depending on the bank, it may take 3 to 7 business days for the refund to appear on your bank statement.

Refund Delays

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

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

Upon your 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 within the limits of available stock for a duration of one year.

For your return request to be accepted, the product must be returned new, complete without any signs of wear, and in its original packaging. The accessories (power cable, optical protector, pouch...) sold with the product must also be present in the original packaging of the item. Example: a pair of shoes cannot be returned with only its original box or packaging; an additional carton or shipping 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 we receive the package, and we will resend your order without additional shipping costs.

• If a product is defective

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

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

Return Fees

No return fees are required in the case of an exchange request, an error on our part, or a manufacturing defect.

In the case of a refund or credit, a return fee 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 DROM-COM, and other intra and non-EU countries, the return costs are the responsibility of the customer.

Abusive or Non-compliant Return

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

• Manufacturer's Warranty

Some products sold on the Welkit site come with an additional commercial warranty offered by the manufacturer, the duration of which is mentioned on the product page or 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 part replacements, therefore Welkit can only connect the buyer with the warranty service of the concerned product's manufacturer.

Note: Welkit cannot be held responsible if the manufacturer fails to honor its commercial warranty; in such cases, Welkit is not obliged to replace the concerned product or to refund the product's price, either in full or in part.

• Legal Warranty of Conformity

All products sold on the site benefit from 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 delivered products at no cost.

Products modified, repaired, integrated, or added by the buyer are excluded from the warranty. The warranty does not cover apparent defects. The warranty does not cover products damaged during transport or due to misuse.

As soon as your order is ready to be shipped, you will receive an email informing you of the new status of your package with a tracking number. You can then easily track your package from the link in this email.

Track 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 is possible that a delivery notice has been 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 a new delivery attempt.
• Check if someone else has received the package on your behalf.
• Search around your delivery location. Check if your package has been 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 complaint with La Poste online via their website Laposte.fr or by visiting a post office near you. You will need your tracking number.
2. In order for us to move things forward on our end, we invite you to fill out and sign a sworn statement (downloadable below), and send it to us via our contact form with 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 ship your orders from Monday to Friday on business days. Packages leave before 4 p.m., the time when our carriers come to pick them up.

If I place an order after 1 p.m., will my order be shipped the same day?

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

We process several hundred orders per day, so we cannot guarantee that an order placed after 1 p.m. will be shipped the same day, it will be shipped the next business 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 handles the transportation of your package from our warehouse in Guer to the Army Post Office located in Vincennes, which then takes over to deliver it to your location. This transportation 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, and this insurance is fully covered by WELKIT, so you do not incur any additional shipping costs and your order travels safely. PLEASE NOTE that since June 2003, any shipment of items containing a blade or an aerosol is prohibited in all military postal sectors.

Tax Exemption

If the SP address is outside the EEC, you can benefit from tax-free (HT) billing, excluding shipping costs, provided you email us a Military Position Certificate (CPM) corresponding to the period during which you placed the order. Without this CPM, you will not be able to benefit from the VAT exemption.

The prices indicated on the site are inclusive of all taxes (TTC), and the VAT refund will be made within 48 business hours after receiving your CPM and validating your order.

Learn more about our Hub Army delivery.

We know that your job is risky, which is why at Welkit all personal orders are shipped in standard packaging, without any inscriptions or visible branding.

Good to know

Customs clearance fees, local taxes, excise duties, and other additional charges that may result 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 sure to order products in accordance with the legislation of the recipient country. Welkit cannot be held responsible in case of non-compliance with the legislation of the country where the product will be delivered.

Intra-EU 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 countries of the European Union 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 DROM-COM

The sale is tax-free; however, in most cases, you will have to pay the specific tax for DROM and COM, which is the "octroi de mer." This tax depends on the value of the package and will be charged to you by La Poste upon delivery of the package. It is not possible to send packages without an invoice or to understate an invoice.

Shipments outside the EU

For countries not part of the EU, we make 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, simply send us a message on our contact page.

VAT Refund

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

Metropolitan France

• Standard (2-3 days): €6.95 or Free from €59 of purchases
• Mondial Relay pickup points: €4.50 or Free from €59 of purchases
• Express (24 business hours): from €10.95

Military Postal Sector

• Standard (variable time depending on the SP): €6.95 or Free from €59 of purchases

Belgium

• Standard (2-5 days): €8.95 or Free from €59 of purchases
• Mondial Relay pickup points: €4.50 or Free from €59 of purchases

International

For all shipments outside metropolitan France, the shipping cost is calculated based on the weight of the package and the destination country. The delivery fees will be displayed in your cart before payment of your order.

Learn more about our delivery methods our delivery methods

All our packages are shipped from our logistics center based in Brittany, shipments are made from Monday to Friday before 4 p.m. (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, it means that it has probably been stopped by our logistics chain. Here are the reasons:

Order pending professional proof

In some cases, we are forced to set your order aside to verify your professional status, for example, when you want 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 pending a professional proof).

Order blocked for suspected fraud

Each order is "scanned" by an anti-fraud system that is, let's say, very strict. This may seem annoying to 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 every day of the year, we are not infallible, we can face unforeseen events and make mistakes (we prefer to hire humans rather than robots, it's more fun at Christmas dinners).

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

If you find yourself in this case:

• 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 time frame indicated on the delivery notice (usually 10 working days), the package is returned to us with one of these mentions "NPAI", "Refused" or "Unclaimed".

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

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 resolve your issue.

Good to know

It is difficult for us to intercept an order once it is confirmed, but we will do our best to stop and cancel it at your request. If, unfortunately, we are unable to do so in time, please note that you have 30 days to return it to us.

Our transactional emails are automatically sent to our customers after each order. Here is how to resolve your issue:

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

If you still cannot find the confirmation email, do not hesitate to contact our customer service, who will do their best to assist you.

We apologize for this error. You can return your item on our Return Portal.

We invite you to select the reason for 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 covered by us.

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

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

Simple and Fast Search

To discover our Professional Solutions, you just need to perform a search in our search engine or simply select a category from the menu.

After adding your products to your cart, start the checkout process by clicking on "Place Order".

Your order will be recorded after your payment is confirmed. You will then receive a summary email. In some cases, supporting documents may be requested for the final validation of an order and its shipment.

Order Confirmation

The final confirmation of an order occurs once the payment is validated, and if applicable, the supporting documents are received.

Order Processing

The preparation of your order begins once your payment is confirmed. If your order is validated before 2 PM from Monday to Friday, and depending on the availability of each item, your order is shipped the same day. Once the package is handed over to the carrier, an email will inform you of its tracking number.

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

Our payment system allows us to ensure our customers a secure payment, and to be certain that the payment method used is indeed that of the holder.

Are you unable to order on our site?

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

Good to know

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

Unavailable product

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

Special order

We no longer offer pre-order or special order options. All our products for sale are in stock (except on the Welkit Admin site).

Note: The items 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 having your order delivered outside the European Union, you may be eligible for a tax refund by sending us proof of your location via email.

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

Adding an item to your cart does not mean that 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 the cancellation of the concerned item(s), we will issue a refund immediately.

Payment on Welkit is perfectly secure. We use payment platforms recognized for their reliability, each payment is secured and your banking data encrypted using SSL or PCI DSS protocols.

Payment for your PRO Solutions can be made:

• By credit card (Carte Bleue, Visa, Mastercard)
• By PayPal
• By Welkit gift card
• By Alma: pay in installments or deferred
• By cryptocurrencies

We do not accept cash or checks for payment.

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 cardholder used for the payment. Generally, you receive a code via SMS or need to enter your date of birth, for example.

Although 3D Secure can be cumbersome in the long run, unfortunately, we have no choice, it is 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 will I be charged?

Your account is charged when your order is confirmed. 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 via the SSL protocol.

You have entered your credit card details but your order has not been confirmed?

This means that your order has not been confirmed and your bank account has not been charged. 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 the payment method via 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 processed within a few minutes and your order will be handled immediately. To proceed with payment via PayPal, please note that you accept PayPal's terms and conditions.

If you return items

When you return an order, the amount for the returned items will be automatically credited to the PayPal account you used to pay for your order. With PayPal, you can decide 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 accept 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 to process the refund.

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

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

Depending on the payment option chosen, fees may apply. For more information, please consult our Financing Service.

Important

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

To date, only gift cards issued by our company are accepted. Other types of gift cards such as 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 you with this information. Therefore, you will need to contact your bank to resolve most payment issues.

The reasons related to payment issues are generally:

• You have exceeded the credit limit authorized by your bank.
• Your credit card has expired.
• The information provided does not match the information on your payment card.
• Your purchase may be considered a fraud attempt 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 if 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 try again.

Good to know

Invoices are only available 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.

Print 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.

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

Good to know

We have no access to your password, so only you can change it.

Your email address is not recognized

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

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

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

With our new site Welkit.com open to everyone, the specific professional discount for military and law enforcement members no longer exists. However, the discounted prices have remained the same and are now accessible to all our customers.

Additionally, you automatically benefit from our loyalty program, which allows you to accumulate points to obtain additional discounts.

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 order a product requiring specific authorization (e.g., a Police armband).

How is a professional proof verified?

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

We do not save or copy your professional proofs, and each proof is permanently deleted from our system after verification.

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

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

Please refer to the Google article on data security 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 site.

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