Our Returns Policy - Ease and Transparency

1. RIGHT OF WITHDRAWAL AND EXCHANGE

1.1 Right of withdrawal (for deliveries within Europe only)

All Products (except Custom Products) delivered in Europe are eligible for a refund provided they are unused, unmodified, intact, complete, packed in the original packaging, have not been installed in any way and are accompanied by the purchase invoice. If the returned Product does not meet these criteria and cannot be resold, it will not be eligible for a refund and will be returned to the User.​

In accordance with article L.221-18 of the French Consumer Code, the User has a right of withdrawal of fourteen (14) days from the date of receipt of the Products. This right also applies to sold-out, second-hand or destocked products, but does not apply to Custom-made Products, in accordance with the provisions of article L.221-28 3° of the French Consumer Code.​

The User must contact Customer Service to report the return, and must include the invoice or order form in the return package, as well as the Return Form provided by Customer Service. Without this information, Products will not be accepted for return.​

During this period, the User may return the Products to the Company without giving any reason or paying any penalty, to the address shown on the Return Form that will be sent to him.​

Return shipping costs are at the User's expense and will not be reimbursed, except in the case of a Product that is defective upon receipt or a shipping error.​

Restocking fee: Due to the nature of some of our products, especially heavy products with high shipping costs, a restocking fee of 5% of the product price will be applied to the refunded amount. This fee covers part of the cost of managing and processing returns of these specific items.

In the case of a non-conforming or damaged Product or Custom-made Product, please contact Customer Service by email immediately, but at the latest within 14 days of receipt of your order, specifying the defect, ideally with photos. In the case of an open or damaged parcel, please contact Customer Services by email within 72 hours of receipt, enclosing a photo of the parcel. After this time, all claims will be rejected.​

The Company undertakes to reimburse the User who has exercised his/her right of withdrawal the sums due as soon as possible and at the latest within fourteen (14) days following the date of return of the Products to our logistics warehouse, in particular:​

• If the User returns all of the Products in his/her order, the Company will reimburse the User for the price of the Products returned, less any restocking charges; the User is responsible for return shipping costs.​

• If the User does not return the entire order and retains one or more of the Products ordered, the amount of the "one-way" delivery charges will be retained by the Company, as well as the amount of the price of the Products not returned.​

Refunds will be made via the payment method used to pay for the returned order. Thus, if the order of Products was paid by :​

• Carte Bleue, and that the Carte Bleue is still valid, the refund will be made to the account attached to that Carte Bleue.​

• Paypal, and the Paypal account is still active, the refund will be made to this Paypal account.​

• Bank transfer, reimbursement will also be made by bank transfer.​

1.2 Exchange

All Products (except Custom Products) delivered in Europe may be exchanged provided they are intact, complete, packed in the original packaging, never installed or used, and accompanied by the purchase invoice.​

The User must contact Customer Service in order to obtain a return slip, which must be included in the return package. Without this return slip, Products will not be accepted for return.​

Return shipping costs are at the User's expense (with the exception of a Product that is defective upon receipt or a shipping error).​

The User has fourteen (14) days to contact Customer Service and request an exchange of the Product.​

The User will not pay delivery charges on the new exchange order.

2. GUARANTEES

All Products and Customized Products sold on the Website benefit from the legal warranty of conformity (articles L.217-4 to L.217-14 of the French Consumer Code) and the legal warranty against hidden defects (articles 1641 to 1649 of the French Civil Code), allowing the User to notify the Company, within two (2) years of delivery of the order, of any Products or Customized Products delivered defective or non-compliant.​

In the event that the Product presents a defect or lack of conformity rendering it unfit for its intended use, or reflecting a major functional difference in relation to the characteristics defined on the Site, the Customer may choose between repair and replacement of the Product. However, the Company may not proceed according to the Customer's choice if this choice entails a cost that is manifestly disproportionate to the other option. If repair and replacement of the Product are impossible, the Customer may return the Product and have the price refunded, or keep the Product and have part of the price refunded, in agreement with the Company.​

Prerequisites for warranty coverage :

The repair, replacement or refund will be made if the Customer complies with the following cumulative conditions:​

• Correct use of the Product: The Product must not have been used abnormally, improperly or contrary to its intended purpose.

• Compliance with instructions : The Customer must have followed the Product installation and maintenance instructions provided by the Company.

• Appropriate packaging for returns: The Product must be returned in packaging that ensures it is fully protected, i.e. not likely to be damaged in transit.

Return procedure :

The User must contact Customer Service in order to obtain a return slip, which must be included in the return package. Without this return slip, Products will not be accepted for return.