Reimbursement policy
7/ Non -compliant delivery
If the item does not comply with the order (for example, delivery error by the SARL Duchatel on the reference of the product ordered, a deteriorated product during transport or defective, etc.), after control during delivery by the carrier, you can refuse delivery, by expressing in writing all reservations to the carrier and by informing us by email as soon as possible.
If you have accepted delivery by expressing your reserves and after informing us by email (contact@duchatel.com), we will tell you the procedure to return the product as soon as possible, always with our partner DHL, who can come and get the product at your address, or agree on another means with you, at our expense.
Our imposing our transport providers for returns procedures produced produced non -compliant by customers, the cost of returning products being at our expense.
You have the compliance guarantee provided for in article L217-4 of the Consumer Code and the compliance obligation provided for in article 1604 of the Civil Code.
You can choose, by expressing it by email (contact@duchatel.com):
Insofar as you have returned the defective/non-compliance with the order/deteriorated and we will have received it for verification of non-compliance,
or request a new delivery compliance with the initial order (unless the items are not available, which will be indicated to you, a refund that can then be offered, or a credit, according to your choices);
or request the exchange by an article of the same value;
Or request the cancellation of the order and reimbursement of the sums paid, reimbursement that will take place within 14 days of your request, via the means of payment used.
The SARL Duchatel conditions and differs all the dedicated diligence, depending on the choice above, upon reception in its shop in Biarritz of the return of the products considered as non-compliant. No action will be taxable to our company before receipt of the products deemed to be non -compliant (other shipment, having, reimbursement, etc.)
In the event that a returned product is actually being in accordance with the order, without deterioration, without default, the SARL Duchatel may in this case prefer to operate a refund to the customer of the product purchased, but not follow up on any other request, which would be equivalent to a new product order. Likewise, she may later refuse any possible new order of the Customer in question, if she considered that the return was abusive.
In all hypotheses, including exercise of the right of withdrawal (see article 8), if the company Duchatel were to note an abusive return situation, it could refuse to honor a possible subsequent order.
8 / Right of withdrawal
The Customer has a period of fourteen (14) days from the date of receipt to exercise his right of withdrawal with SARL DUCHATEL, without having to justify reasons or pay penalty, provided that the product (s) either (or (s) in its original state, or worn (s) in the fourteen (14) days following the communication of the withdrawal decision.
The withdrawal form provided for this purpose with delivery must be used to request the withdrawal, by mail, at our registered office, using the DHL services offered by SARL DUCHATEL for this purpose (or those of another service provider chosen by SARL DUCHATEL).
In the absence of the use of the form, after receipt by you or after sending your package by us by us, you will have to express your retraction wish in a clear way, in writing also and always to the registered office of the SARL DUCHATEL, indicated in the form and recalled on the first page of the CGV contract, 48 avenue Édouard VII 64200 BIARRITZ.
In this case, you can also use the DHL services offered (or those of our then privileged partner). The SARL Duchatel has chosen this partner due to the quality of the services, in particular by facilitating the management of parcels and competitive prices.
If you retract immediately after your order, since you clearly express your decision by email ("contact@duchatel.com"), Before we have shipped your package, We will cancel the sending of the package and the sale. In this case, we will offer you a full refund, which will take place before 14 days via the means of payment that you had chosen, unless you prefer an exchange for an equivalent value product or benefit from a credit. We will communicate the procedure to set up these services and confirm the procedure by email or information on your personal account.
If you express your wish to withdraw after receiving the package, it will be imperative to follow the planned approach. Mainly, it will first be necessary to express your wish to withdraw by email ("contact@duchatel.com"). We will answer you within 48 hours (working days) to give you the procedure to follow.
We favor the use of our carrier for product returns. Therefore, we organize, with your collaboration, to take charge of the return package by our carrier at your home (initial delivery location). This requires knowing your availability. The return costs will be your responsibility. Consequently, the reimbursement which will take place after receipt of the return package in Biarritz, subject to the planned conditions (see infra), will be done with a miniway costs advanced by us.
The client's attention is drawn to the return conditions.
The 14 -day period mentioned short from the day of receipt of the property by the consumer or a third party, other than the carrier, appointed by him, for contracts for the sale of goods. For contracts concluded outside the establishment, the consumer can exercise his right of withdrawal from the conclusion of the contract. In the case of an order relating to several goods delivered separately or in the case of an order of a property made up of lots or multiple parts whose delivery is staggered over a defined period, the time short from receipt of the last property or lot or the last part. For contracts providing for regular delivery of goods for a defined period, the time short from receipt of the first property.
In accordance with Regulation No. 1182/71/ EEC of the Council of June 3, 1971 determining the rules applicable to deadlines, dates and terms:
- 1 ° The day the contract is concluded or the day of receipt of the property is not counted within the period mentioned;
- 2 ° The deadline begins to run at the start of the first hour of the first day and ends at the end of the last hour of the last day of the deadline;
- 3 ° If this deadline expires on a Saturday, a Sunday or a holiday or an unemployed day, it is extended until the first following working day.
The burden of proof of the exercise of the right of withdrawal under the conditions provided for on the consumer.
The consumer returns or restores the goods to the SARL DUCHATEL or to a person designated by the latter, in this case via the services of the company DHL (or other partner designated by the SARL DUCHATEL), by communicating the form without excessive delay and, at the latest, within fourteen days of the communication of their decision to retract.
The Customer only supports the direct costs of referring property.
As a rule, the customer must bear a cost of return of products, as part of the withdrawal, similar to that calculated/indicated for the delivery of the order concerned. If the customer has benefited from a decrease in prices or a delivery/cancellation of transport costs when ordering, they must honor the cost of return. This will take the form of a reimbursement reduced to transport costs for the return.
If the Customer makes the decision not to call on the services of our DHL carrier carrier (or the carrier we have appointed), in the event of an exercise in the right of withdrawal only, he must nevertheless continue to use the form received upon receipt of the package, or express in writing his right of withdrawal in a perfectly clear manner. He will also have to use a carrier Assuming, such as our DHL partner, a parcel monitoring service and a similar delivery quality; The service must also include a handing over against signature. In this case, the Customer pays for their return all the return costs, whatever they are. The choice of another carrier than DHL (or another designated carrier) according to the proposal of SARL Duchatel is under the responsibility of the customer.
Delivery must always be made to the following address: SARL DUCHATEL 48 avenue Édouard VII 64200 Biarritz, France.
When the consumer entrusts the delivery of the property to a carrier other than that offered by the professional, the risk of loss or damage to the property is transferred to the consumer when the property is handed over to the carrier.
If the customer has paid the return costs, the reimbursement of the products will take place without a reduction in costs, subject to the infra conditions.
Attention : The customer's responsibility can be engaged in the event of depreciation of goods resulting from manipulations other than those strictly necessary to establish the nature, the characteristics and proper functioning of the goods purchased online.
To make an opinion on a product, you are entitled to handle it and inspect it in a way that would also be allowed in our Biarritz store, under the same conditions.
You can therefore try a garment and not wear it, use it under penalty of being held responsible for its depreciation (see article L221-3 of the Consumer Code).
The products must be returned perfectly new, with intact labels always attached, creative labels, as well as any other brand identification device present on the product or securing / proof, without any exception, authenticity cards always attached and intact, in their packaging, protective covers, Exactly as they were delivered to you and in the same state.
All shoes must be tried on a carpet, a carpet, as in our store, to avoid any sole wear.
Skin care, all cosmetic products must be returned perfectly intact, not open or used, in their original packaging, otherwise they will be returned to you and/or will not be refunded. Perfumes, nail polish and aerosols are neither exchangeable nor repayable.
Bathroom jerseys, panties, must be tried on underwear, without removing the adhesive protective bands. The items devoid of the latter or salis (in addition to the general defects exposed above such as the absence of labels or of original packaging) will not be accepted and will be returned to you without refund.
The depreciation of the value of the property can result in cleaning, repair costs, or if the goods can no longer be sold as new, in the shortfall, objectively justified by the professional, as well as the protection/identification systems are deteriorated/missing.
The damaged or dirty, worn, washed, depreciated parts (within the meaning of the law and the case law, in particular because we could not resell articles like new), used in any way (see also specific products below), will not be accepted.
In such hypotheses of deterioration/depreciation of returned products, these will be returned to you at our expense and will not be refunded.
An email or more emails will be sent to you for the return/possible reimbursement procedure.
Your possible refusal of receipt of a product returned by us due to the prior non-compliance with our withdrawal conditions is under your responsibility vis-à-vis the carrier and the SARL Duchatel. No refund or compensation can intervene, including after refusal to receive a product returned by us.
When the right of withdrawal is exercised DA legitimately, without abuse and in accordance with our policy, the SARL DUCHATEL will reimburse the customer from all the sums paid, including any delivery costs which would have been paid by the customer initially, without unjustified delay, within fourteen days from the date of receipt, in Biarritz, against signature, of the package containing the products subject to a withdrawal. ``
However, the return costs are always the responsibility of the customer.
Consequently, when our company has taken care of the return procedure with its partner, the reimbursement will be reduced by the costs incurred by the SARL DUCHATEL.
The SARL Duchatel differs any reimbursement until the property is recovered and examining them to verify their condition.
We therefore commit you to favor a return with our partner DHL (or that designated by us), which is likely to accelerate and secure the reimbursement procedure, under the conditions provided above.
If the company Duchatel were to note a situation of exercise of abusive or too frequent rights of withdrawal, it could refuse to honor a possible subsequent order.
9/ Legal guarantees
The seller delivers a good in accordance with the contract and meets existing compliance defects during issuance.
SARL DUCHATEL is required to comply with products according to provisions provided for in articles L. 217-4 and following of the Consumer Code and articles 1641 of the Civil Code, subject to normal use of products and their maintenance.