Returns and after-sales service

Every request made from your site arrives here, with the items sent back, the client's reason and the deadlines the law gives you. Nothing gets handled by email in a corner somewhere.

To process, accepted, received, closed, refused. The counter on the first tab is the only one to check each morning. A return number, an order number, the client's name or email: any one of them is enough to find a request.

A request, step by step

1. What the client is returning: the items they've ticked, frozen as bought, and the amount they represent — the most you'll have to give back.
2. Why: the reason chosen and the client's own words, never rewritten. Below, a reminder of what the law requires from you for that reason.
3. The three deadlines: fourteen days to change their mind, fourteen to send the product back to you, fourteen to refund once you've got it back. A request past the deadline is flagged, never blocked: the decision stays yours.
4. Accept, or refuse. Accept, and give the client return instructions. Refuse, and write why: a refusal with no reason doesn't hold up.
5. The parcel arrives. Mark it received, note what the inspection found, and say where the product goes: back on the shelf or written off. Then choose the outcome — an exchange, a credit note, or a refund.
6. Everything that's been said: every message and every step, in order. Nothing gets erased: this page is what settles it six months later.