If a delivered Product does not fully satisfy the Customer, the Customer may return it to the Operator. The Customer has fourteen (14) days to do so from the date of receipt of the order.
In accordance with Article L.221-21 of the French Consumer Code, and in order to exercise this right of withdrawal under the conditions set out in Articles L. 221-18 et seq. of the French Consumer Code, the Customer is invited to exercise the right of withdrawal by sending us the request by email or via the contact form.
The Operator will acknowledge receipt of the Customer’s withdrawal request by email.
Where applicable, the Customer may exercise the right of withdrawal by notifying the following information to the Operator:
- name, geographical address, telephone number and email address;
- decision to withdraw by means of an unambiguous statement (for example, a letter sent by post, fax or email, where these contact details are available and therefore appear on the standard withdrawal form). The Customer may use the model withdrawal form, but this is not mandatory.
As part of the right of withdrawal, return costs are borne by the Customer, unless the goods cannot normally be returned by post, in which case the Operator will collect the Product at its own expense.
By exception, where a return is due to an error by the Operator (defective or damaged product, or a product not corresponding to the order), the Operator will fully cover the return costs. We will then provide the Customer with a prepaid return label or arrange collection of the product at our expense.
The exceptions under Article L.221-28 of the French Consumer Code apply and prevent exercise of the right of withdrawal, in particular if the order consists of a contract:
- for the provision of services fully performed before the end of the withdrawal period, where performance began after the consumer’s prior express agreement and express waiver of the right of withdrawal;
- for the supply of goods or services whose price depends on fluctuations in the financial market beyond the professional’s control and likely to occur during the withdrawal period;
- for the supply of goods made to the consumer’s specifications or clearly personalised;
- for the supply of goods liable to deteriorate or expire rapidly;
- for the supply of goods that have been unsealed by the consumer after delivery and cannot be returned for reasons of hygiene or health protection;
- for the supply of goods which, after delivery and by their nature, are inseparably mixed with other items;
- for the supply of alcoholic beverages whose delivery is deferred beyond thirty (30) days and whose agreed value at the conclusion of the contract depends on market fluctuations beyond the professional’s control;
- for urgent maintenance or repair work to be carried out at the consumer’s home and expressly requested by the consumer, within the limit of replacement parts and work strictly necessary to respond to the emergency;
- for the supply of audio or video recordings or computer software where they have been unsealed by the consumer after delivery;
- for the supply of a newspaper, periodical or magazine, except for subscription contracts for these publications;
- concluded at a public auction;
- for accommodation services, other than residential accommodation, goods transport services, car rentals, catering or leisure activities that must be provided on a specific date or during a specific period;
- for the supply of digital content not supplied on a tangible medium, where performance began after the consumer’s prior express agreement and express waiver of the right of withdrawal.
The returned Product must be in its original packaging, in perfect condition, suitable for resale, unused and with all possible accessories.
In addition to the returned Product, the return parcel must also contain a letter specifying the Customer’s exact and complete contact details (surname, first name, address), as well as the order number and the original purchase invoice.
The Operator will refund the Customer the amount of the Product within fourteen (14) days from receipt of the Product and all elements enabling the Customer’s refund to be processed. This refund may be made using the same payment method as that used by the Customer. In this respect, Customers who paid for their order in the form of credit notes/gift vouchers may be refunded by credit notes/gift vouchers at the Operator’s discretion.
By accepting these General Terms and Conditions of Sale, the Customer expressly acknowledges having been informed of the withdrawal procedures.