Return and refund policy

Right of withdrawal

In accordance with Article L221-18 of the French Consumer Code, you have fourteen (14) calendar days from receipt of your order to withdraw, without having to give a reason or bear any penalty.

Where an order includes several items delivered separately, the period runs from receipt of the last item.

How to exercise your right of withdrawal

Three options, as you prefer:

Online: via the Withdraw from the contract here page, permanently accessible from the footer. Free, with a time-stamped acknowledgement of receipt.
Using the model withdrawal form, available on request.
By any unambiguous statement expressing your wish to withdraw, sent to contact.mfirenze@gmail.com.

Condition of returned products

Products must be returned complete, with their accessories, labels and packaging.

You are entitled to examine and try the product as you would have done in a shop. Under Article L221-23 of the Consumer Code, only a diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods may engage your liability. Where applicable, the reduction applied is proportionate and justified by us.

Returning the product

After declaring your withdrawal, return the product within fourteen (14) days.

We will send you the return address by email as soon as we receive your declaration. Do not send anything back before you have received that address.

Return postage is at your expense, except in the cases set out under “Faulty, damaged or non-conforming product”. We recommend a tracked service: proof of return is your responsibility.

Refund

We will refund all sums paid, including standard delivery costs, within a maximum of fourteen (14) days from the date on which we are informed of your decision to withdraw.

We may withhold the refund until we have received the product back, or until you have supplied evidence of having sent it back, whichever is the earlier.

The refund is made using the same means of payment as the original order. No fee is charged to you. If you chose a delivery method more expensive than standard delivery, only the standard delivery amount is refunded.

Faulty, damaged or non-conforming product

If the product received is faulty, damaged or does not match your order, return costs are entirely at our expense and we will provide a prepaid return label.

Contact us at contact.mfirenze@gmail.com with your order number, a photograph of the defect and a photograph of the shipping label. We will then offer you, at your choice, replacement or a full refund.

Legal guarantees

Legal guarantee of conformity (Articles L217-3 et seq. of the Consumer Code): two (2) years from delivery of the goods to bring a claim. You may choose between repair and replacement, subject to the cost conditions in Article L217-12. You are exempt from proving the lack of conformity during the twenty-four (24) months following delivery.
Guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code): two (2) years from discovery of the defect, with rescission of the sale or a price reduction.

Legal exclusions

Under Article L221-28 of the Consumer Code, the right of withdrawal does not apply to products personalised or engraved at your request, to sealed products unsealed after delivery which cannot be returned for hygiene reasons, or to gift cards already used.

These exclusions are exhaustive. The right of withdrawal applies in full to promotional and sale items.