Article 01
Right of withdrawal
Where the right of withdrawal provided for by the applicable
regulations may be exercised, the consumer has
14 days from receipt of the product
to inform CALMERAS of their decision to withdraw.
The Customer does not have to provide a reason
for their decision to change their mind.
Where the same order contains several goods delivered separately,
the starting point of the withdrawal period is determined
in accordance with the rules applicable to that type of delivery.
The withdrawal request must be submitted
before the expiry of the 14-day period.
Article 02
How to make a return
To facilitate the processing of your request,
contact CALMERAS customer service and provide
your order number and the item or items concerned.
01
Contact us
Submit your request to customer service
within the applicable period.
02
Receive instructions
We will provide the information
you need to prepare your return.
03
Send your return
Return the product within the applicable period
after notifying us of your decision.
04
Refund
The refund is processed in accordance
with the terms described in this policy.
After notifying us of your decision to withdraw,
the products must be returned
no later than 14 days after that notification,
unless a different provision applies to your situation.
Article 03
Condition of returned products
The product must be returned complete,
together with any components and accessories,
in a condition that allows it to be identified and examined.
The Customer may handle or try the product
only to the extent necessary to establish its nature,
characteristics and proper functioning.
Any reduction in value resulting from handling
beyond what is necessary may be taken into account
under the conditions provided for by the applicable regulations.
To protect the product during transport,
we recommend returning it properly packaged
with the information necessary to identify the order.
Article 04
Return costs
↺
Change of mind
In the event of withdrawal or a simple change of mind,
the direct return costs are borne by the Customer.
✓
Problem with the order
Where a return is due to an incorrect, damaged
or recognised non-compliant product,
the necessary return costs are not charged to the Customer
where the applicable regulations require the seller
to bear those costs.
Article 05
Refund terms
Where a refund is due following the valid exercise
of the right of withdrawal, it is made within the time limits
provided for by the applicable regulations.
Under the legal right of withdrawal,
the refund is generally made
no later than 14 days from the date
on which CALMERAS is informed of the decision to withdraw.
Where permitted by the applicable regulations,
CALMERAS may defer the refund until the products have been recovered
or until the Customer provides proof that they have been sent back.
The refund is made using the
same payment method used for the original transaction,
unless another method is expressly agreed
and does not result in any additional cost to the Customer.
Initial delivery costs
Where the legal right of withdrawal applies to the order
and the applicable regulations provide for reimbursement,
the initial delivery costs are refunded
in accordance with the applicable legal conditions.
Where the Customer has expressly chosen
a delivery method that is more expensive
than the standard method offered,
the additional cost may not be refundable
under the conditions provided for 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 fall within the scope
of applicable guarantees,
please contact our customer service team as soon as possible.
To enable us to process your request quickly,
please provide 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 for
by the applicable legal guarantees remain fully applicable.
Article 07
Exchanges
Where an exchange is possible,
it depends in particular on the availability
of the product, size, model or desired variant.
Depending on the situation,
customer service will advise you whether an exchange can be arranged
or whether a return followed by a new order
is the most appropriate solution.
Article 08
Exceptions to the right of withdrawal
Certain products may be excluded from the right of withdrawal
only in the situations provided for by the applicable regulations.
This may include certain goods made
to the consumer’s specifications
or clearly personalised.
The exception may also apply to certain goods
that have been unsealed after delivery
and cannot be returned for reasons of hygiene
or health protection, where all legal conditions
for applying that exception are met.
A price reduction, promotion or sale period
does not, in itself, exclude
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 decision to withdraw,
within the applicable time limits.
Article 10
Contact
For any request concerning a return,
exchange, refund or item received,
contact CALMERAS customer service via our
Contact us
page.
To facilitate processing,
please include your order number
and the product concerned.
