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Return and Refund Policy

1. Respect the Right of WithdrawalLegal Obligations:2. Exceptions to the Right of Withdrawal3. Managing Returns and Refunds4. Transparency and Communication5. Regulatory Compliance

1. Respect the Right of Withdrawal

The right of withdrawal allows consumers to return a product or cancel a service within 14 days without providing any reason. This applies primarily to:

  • Purchases made remotely (online, by phone) or outside a business establishment (e.g., door-to-door sales, trade fairs).
  • The 14-day period starts from the receipt of the goods or the conclusion of the contract for services.

Legal Obligations:

  • Inform the consumer: Your terms and conditions must mention the right of withdrawal, how it can be exercised, and include a standard withdrawal form.
  • Refund timeframe: Businesses must refund the full amount paid by the customer (including standard delivery fees) within 14 days after being notified of the return or receiving the product.
  • Return shipping costs: These are usually borne by the customer unless the business failed to inform them or if the product is defective.

2. Exceptions to the Right of Withdrawal

Certain products and services are excluded from this right, such as:

  • Customized or personalized items.
  • Digital content that has already been downloaded with the consumer's consent.
  • Perishable goods or sealed products that cannot be returned for hygiene reasons once opened.

3. Managing Returns and Refunds

To ensure compliance and reassure customers:

  • Condition of returned items: Products can be tested but must not be damaged. A reduction in refund value can apply if excessive use has diminished the product's value.
  • Clear procedures: Define precise steps for returning items (deadlines, expected condition, required documentation).
  • Flexible options: Offer various solutions such as refunds, exchanges, or store credits while respecting customer preferences.

4. Transparency and Communication

  • Publish a clear return and refund policy in your terms and conditions (T&Cs) and on your website.
  • Train your customer service team to handle requests consistently and professionally.

5. Regulatory Compliance

  • Adhere to Articles L.221-18 to L.221-28 of the French Consumer Code regarding withdrawal rights.
  • If you fail to inform customers about their rights, the withdrawal period is extended up to 12 months after the original expiration date.