Return and refund terms

Article R1 - Right of withdrawal

When purchasing products, the consumer has the option of terminating the contract without giving any reason for a period of fourteen days. This period begins to run the day after receipt of the product by the consumer or on his behalf. During this period, the consumer must handle the product and packaging with care. He should only unpack or use the product to the extent necessary to judge whether he wishes to keep it or not.

If the consumer exercises his right of withdrawal, he must return the product to the merchant, as well as all accessories delivered simultaneously. If reasonably possible, the product must be returned in its original condition and packaging, in accordance with the clear instructions provided by the merchant.

In order for the withdrawal period to be respected, the consumer must indicate his or her wish to exercise his or her right of withdrawal before the expiry of the fourteen-calendar day withdrawal period. When the consumer decides to withdraw, he or she has an additional period of fourteen days to return the product to us

Article R2 - Reimbursement of the order

  1. If the consumer exercises his right of withdrawal, the merchant reimburses all payments received from the consumer, including, where applicable, delivery costs, without undue delay and in any event within 14 days of notification of the consumer's decision to withdraw from the contract. The reimbursement is made using the same means of payment as that used by the consumer for the initial transaction, unless expressly agreed by the consumer for another means of payment, and provided that the reimbursement does not entail additional costs for the consumer .

  2. Proof of purchase: The consumer is not required to present a purchase invoice or an original delivery note to exercise his right of withdrawal. Proof of purchase must remain free and cannot be imposed by the merchant. Article VI.53 CDE does not provide for an exception to the right of withdrawal in the event of the absence of a purchase invoice. To speed up the processing of the request, it is recommended that the consumer include the order reference and/or the name under which the order was placed.

  3. Notification of withdrawal: Before the withdrawal period expires, the consumer must inform the merchant of his decision to withdraw from the contract. He can use the downloadable legal withdrawal form model here .

Article R3 - Exclusion of the right of withdrawal

If the consumer does not have a right of withdrawal, the trader can exclude this right only if he has clearly mentioned it in the offer, and at least before the conclusion of the contract.< /p>

  • Exclusion of the right of withdrawal is only possible for:

  • the supply of goods made to the consumer's specifications or clearly personalized;

  • the supply of goods likely to deteriorate or expire quickly;

  • the supply of sealed goods which cannot be returned for reasons of health protection or hygiene and which have been unsealed by the consumer after delivery;

  • the supply of goods which, after being delivered, and by their nature, are inseparably mixed with other items.