Article 01
Right of withdrawal
When the right of withdrawal provided
provided for by the applicable regulations may be exercised,
the consumer has
14 days from receipt
of the product to inform CALMERAS
their decision to withdraw.
The Customer does not have to justify
their decision to change their mind.
When the same order includes
several goods delivered separately,
the starting point of the period is determined
in accordance with the applicable rules
to this type of delivery.
The withdrawal request must be sent
before the expiry of the 14-day period.
Article 02
How do I make a return?
To facilitate the processing of your request,
contact CALMERAS customer service
specifying your order number
as well as the item or items concerned.
01
Contact us
Submit your request
to customer service within the applicable period.
02
Receive the instructions
We will provide you with
the necessary information
to prepare your return.
03
Ship the return
Return the product
within the applicable period
after your notification.
04
Refund
The refund is processed
according to the procedures described
in this policy.
After notifying us of your decision to withdraw,
the products must be returned
no later than within the following 14 days,
unless a different provision applicable to your situation applies.
Article 03
Condition of the returned product
The product must be returned complete,
with any accompanying components and accessories,
in a condition allowing it to be identified
and its examination.
The Customer may handle or try the product
to the extent necessary to establish
the nature, characteristics
and proper functioning.
Depreciation resulting from handling
going beyond what is necessary
may be taken into account
under the conditions provided
by the applicable regulations.
To protect the product during transport,
we recommend returning it properly packaged
with the details needed to identify the order.
Article 04
Return costs
↺
Change of mind
In the event of withdrawal or
of a simple change of mind,
the direct return costs
are borne by the Customer.
✓
Problem with the order
When a return results from an incorrect product,
damaged or acknowledged as non-compliant,
the costs necessary to process
are not charged to the Customer
where the applicable regulations
requires them to be borne by the seller.
Article 05
Refund procedures
When a refund is due
following the valid exercise
of the right of withdrawal,
it is made in accordance
within the time limits provided for by the applicable regulations.
Under the legal right of withdrawal,
the refund is generally made
at the latest within 14 days
from the date on which CALMERAS
is informed of the decision to withdraw.
Where the regulations permit,
CALMERAS may defer the refund
until the products are recovered
or until the Customer provides
proof of their dispatch.
The refund is made
au moyen du même mode de paiement
than the one used for the initial transaction,
another method at no cost to the Customer.
unless expressly agreed to use
Initial delivery costs
When the legal right of withdrawal
concerns the order and the regulations
provides for their refund,
the initial delivery costs
are refunded in accordance with the applicable legal conditions.
When the Customer has expressly chosen
a more expensive delivery method
than the standard method offered,
the corresponding additional charge
may not be refundable
under the conditions provided by law.
Article 06
Damaged, incorrect, or non-compliant item
If the item received is damaged,
does not match the order
or has a defect that may
to identify any applicable warranties,
contact our customer service
as soon as possible.
To enable prompt processing,
we invite you to contact
your order number,
a description of the problem
and, where useful,
photographs of the product
and its packaging.
A conformity issue is not treated
as a simple change of mind.
The rights and remedies provided
under the applicable legal guarantees
remain fully applicable.
Article 07
Exchanges
When an exchange is possible,
it depends in particular on the availability
of the product, size,
of the desired model or variant.
Customer service will advise you,
depending on the situation,
if an exchange can be arranged
or if a return followed by a new order
is the most suitable solution.
Article 08
Exceptions to the right of withdrawal
Certain products may be excluded
of the right of withdrawal only
in the situations provided for
by the applicable regulations.
This may notably concern
certain goods made
according to the consumer’s specifications
or clearly personalized.
The exception may also concern
certain goods that have been unsealed
after delivery and cannot be returned
for hygiene
or health protection reasons,
when all legal conditions
allowing this exception to apply are met.
A price reduction, promotion
or a sale period does not constitute,
by itself, an exclusion
of the legal right of withdrawal.
Article 09
Withdrawal form
A model withdrawal form
is available in our
General Terms and Conditions of Sale
.
The Customer may use this form
or submit any other clear statement
expressing their wish to withdraw,
within the applicable deadlines.
Article 10
Contact
For any request concerning
a return, an exchange,
a refund or an item received,
contact CALMERAS customer service
via our page
Contact us
.
To facilitate processing,
please include your order number
and the product concerned.
