Refunds and Returns
Our Returns Policy forms part of and should be read in conjunction with our Terms and Conditions of Sale. These terms are subject to change without notice. Last update: 14/10/2021
1 - Our return policy
Upon receipt of the product and before using it, you must check the package for damage. Also check that the products received are the ones you ordered.
Before making a return, you will need to request an authorization number. For more information, please read the section entitled "How do I return a product?" below.
The products must also be accompanied by the return form or a copy of the withdrawal form duly completed or, failing that, must be accompanied by any document referring to the number of the initial order.
2 - You can change your mind
Changed your mind? You have 14 days from the day of receipt of your products to return the items that do not suit you.
To return a product, simply follow the steps presented below (for more information, please read the section entitled “How do I return a product?” below).
Unfortunately, we cannot accept the return of the following products unless they are returned in their original unopened packaging and/or in the same conditions as received or defective (for more information please read the section entitled "How do I return a product?" below):
For health and safety reasons.
When receiving a product, it is advisable to try and/or examine the products carefully. For example, if you purchased a product with hygiene labeling, please do not detach it until you are sure you want to keep the product.
3 - How to return a product?
- You have not received the correct products?
We are sorry that you have received a product other than the one ordered and will do our best to rectify the situation as soon as possible.
To obtain a refund or to exchange the product, we kindly ask you to return it to us in the condition it was in when you received it within 14 days of receipt.
Please email us first: firstname.lastname@example.org
Then our office address for returns:
15 VERON ROAD
89100 ROSOY - FRANCE
- Did you receive damaged or defective products?
We will do our best to rectify the situation as soon as possible. If you believe the product is faulty, simply contact us and notify us of the fault as soon as possible after discovering it.
- Haven't received your order?
If you haven't received your order 7 days after receiving the shipping email , please contact our customer service.
We will contact the carrier to find out what has happened to your order and thus take the necessary measures.
By telephone on: +33 (1) 76 21 44 72 - Monday to Friday - 9.30 a.m. to 6 p.m.Or via chat on our site
4 - How do I return a product?
Tell us your order number, the item you want to return and the reason for the return. We will assign you a return number, and give you the address to which you must send the package.
Pack the product you want to return and don't forget to include the order number, your name and address in the package.
Don't forget to ask the Post Office for a receipt. This will serve as proof of shipment until your replacement or refund is received.
If you have requested an exchange and the product is no longer in stock, we will refund you by the same means that you used to pay.
You are responsible for any accepted item and any returned item until it arrives at our warehouse. Therefore, it is advisable to ship the products with reliable postal service operators.
5 -How do I return products purchased during a promotion?
If you purchased products during a multi-product promotion like, for example, "buy two items for $10" or "buy one product and get a second one free", and you want to return one products to be reimbursed, we will ask you to return all products that are part of the promotion. This is in accordance with the sections entitled "You may change your mind" and "How to return a product". For more information on how to return products purchased during a promotion, contact our Customer Service.
If none of these products have been shipped, you can cancel your order by going to the "My Account" section.
If you believe one of the promotional items is defective, please read the "Returning Damaged or Defective Products" section.
The return process
All returns are verified by our Returns Department.
Returns will be processed within 7 working days after receipt of the canceled order and, at the latest, within 30 days after receipt.
If the return is part of a refund, you will be refunded the price of the product ordered and the cost of delivery. The refund is made by the means of payment that you used to pay. It will visit your bank/Paypal or other account within 7 days maximum after the refund.
At this time, we only reimburse the cost of returning a product in the following cases:
We will not refund the cost of returning products you no longer want. These costs will be your responsibility and we invite you to use a service that will insure the value of the contents of your package in the event of damage and/or loss.
We will not refund any return shipping costs for damaged or malfunctioning items if no issues were found during product testing. Costs for returning the item depend on the item and will be communicated to you once the testing process is complete.
If you are not satisfied with the way we returned a product, a replacement or a product repair, we will do our best to rectify the situation as soon as possible. Please contact our Customer Service..