Product Return and Withdrawal

Interpretation and definitions

Interpretation

Words whose initial letter is capitalised have the meaning defined below, whether used in the singular or the plural.

Definitions

For the purposes of this policy:

• Company: Trésors d'Argan Sarl, 4 rue Sainte-Odile, 67210 Obernai, France, also referred to as "we", "us" or "our".
• Goods: the products offered for sale on the site.
• Order: any request to purchase Goods made by the Customer.
• Service: the website.
• Website: Déco Alsace, accessible at https://www.decoalsace.fr/
• You: any natural or legal person using the Service.

Your rights to cancel the order

In accordance with Articles L.221-18 et seq. of the French Consumer Code, if the delivery address or the billing address of your order is located in the European Union or in the European Economic Area, you have a right of withdrawal of 14 days from receipt of the Goods, with no need to give a reason.

The period runs from the day on which you, or a third party designated by you (other than the carrier), take physical possession of the goods (or the last good, for an order comprising several goods delivered separately).

To exercise this right, use the "Withdraw from contract here" (Withdraw from contract here) button, available throughout the period from your customer account, the order details, and the site's footer. You will receive a time-stamped acknowledgement of receipt by email without delay:

Withdraw from contract here

The refund will be made no later than 14 days from receipt of your decision to withdraw, using the same payment method as that used for the order. We may withhold the refund until the products have been received back, or until you have supplied evidence of having sent them, whichever occurs first.

If both the delivery address and the billing address of your order are located outside the European Union and the European Economic Area, this statutory right of withdrawal is not offered: see the "Returns from the rest of the world (outside the EU/EEA)" section below.

Conditions for returns

To be eligible for a return under the right of withdrawal:

• You must notify us of your withdrawal within 14 days of receiving the Goods
• The products must be returned in a condition that allows their nature, characteristics and proper functioning to be established. Any diminished value resulting from handling other than what is necessary for this verification may be deducted from the refund.
• Products must be returned in their original packaging, unopened, with the seal intact and unused.

The following cannot be returned under the right of withdrawal:

• Personalised, made-to-measure or bespoke products made to your specifications, including any personalisation options attached to them;
• Goods and foodstuffs liable to deteriorate or expire rapidly;
• Sealed products (food, drinks, cosmetics, soaps, essential oils) whose seal has been broken after delivery, which cannot be returned for health or hygiene reasons;
• Goods which, after delivery, are inseparably mixed with other items;
• Alcoholic beverages whose delivery is deferred beyond thirty days and whose value depends on market fluctuations beyond our control (for example wine sold en primeur);
• Services fully performed with your prior express consent and express waiver of the right of withdrawal.

A food product, drink, cosmetic, soap or essential oil returned in its original sealed packaging is accepted, unless it is quickly perishable. For a used or opened item that does not fall under these exclusions (for example a candle or incense), the refund may be reduced by the loss in value noted. On receipt, we check the condition of the items: an unsealed or used item that falls under the exclusions is not refunded; we inform you by e-mail and keep it at your disposal for 15 days (returned at your expense on simple request, then destroyed).

Unavailability of a product after payment has been collected

It may happen that a product you ordered proves to be unavailable after your payment has been collected (out of stock or any other reason attributable to us).

In that case, we will refund the amount you actually paid for that product. If a discount had been applied to your order as a whole (for example our progressive discount based on the amount of the basket), it is deducted pro rata from the refunded amount, exactly as it had been applied to the product at the time of purchase.

The rest of your order is shipped as normal, less the amount refunded. You will be informed of this unavailability by email as soon as possible.

Parcel returned to the Seller (non-collection, refusal, incomplete address)

If a parcel is returned to us due to non-collection, unjustified refusal, absence, or an incomplete address, we will contact you to determine how to proceed with the order.

Non-food products

The applicable costs depend on the carrier used for the initial shipment:

• Mondial Relay, Lettre suivie, Colissimo, Delivengo: no return costs, as these carriers do not charge us any return fees. Only re-shipping costs apply if a new shipment is required.
• Chronopost and Happy Post (international): as these carriers charge us return fees, these are passed on at the amount actually incurred (corresponding to the initial shipping rate actually paid for the order, or recalculated according to weight and volume where delivery had been offered free of charge).

You may choose between:

• Re-shipment: prior payment of the return costs actually incurred (where applicable, depending on the carrier above) and of the re-shipping costs, calculated according to the rate initially paid or according to the weight and volume of the goods where delivery had been offered free of charge.
• Refund: the total order amount, less the return costs actually incurred (where applicable) and the initial shipping costs actually paid at the time of the order.

Food products

Only re-shipment is possible, at your expense, plus the return costs actually incurred if the initial carrier was Chronopost. No refund is offered, given the perishable nature of the Products.

If you refuse re-shipment or abandon the parcel, the order is deemed lost, with no refund and no additional costs claimed on our part.

You have 60 days from the return of the parcel to notify us of your choice and, where applicable, settle any amounts owed. After this period, additional flat-rate fees of €10 inclusive of tax may be charged.

Returning goods

Returns from France

In the event of an error attributable to the Seller

• A return label may be provided depending on the nature of the product. It must be used within 7 days.
• Once received and checked, a full refund will be made, including the initial delivery costs.

In the event of withdrawal or an error by the Customer

• Return costs are the Customer's responsibility.
• Once we have validated your request, you receive the instructions and return address by e-mail, then enter the tracking number in your account.
• Products must be shipped within 14 days of communicating your decision to withdraw.
• The refund will be made no later than 14 days after receipt of your decision to withdraw, subject to the option of withholding it until the products have been received back or evidence of shipment has been provided.
• In accordance with the applicable regulations, the initial (standard) delivery costs are refunded. If several delivery methods were offered when the order was placed (e.g. collection point, home delivery), the refund is calculated on the basis of the least expensive method available for that order; any difference with a more expensive method chosen by the Customer remains their responsibility.
• See the "How to proceed" section below.

Returns from the European Union and the European Economic Area

In the event of an error attributable to the Seller

• No return label is provided.
• Return costs may be refunded up to a limit of €10 inclusive of tax, upon presentation of proof.

In the event of withdrawal or an error by the Customer

• Return costs remain the Customer's responsibility.
• Once we have validated your request, you receive the instructions and return address by e-mail, then enter the tracking number in your account.
• Products must be shipped within 14 days of communicating your decision to withdraw.
• The refund will be made no later than 14 days after receipt of your decision to withdraw, subject to the option of withholding it until the products have been received back or evidence of shipment has been provided.
• In accordance with the right of withdrawal applicable in the European Union, the initial (standard) delivery costs are refunded. If several delivery methods were offered when the order was placed (e.g. collection point, home delivery), the refund is calculated on the basis of the least expensive method available for that order; any difference with a more expensive method chosen by the Customer remains their responsibility.
• See the "How to proceed" section below.

How to proceed (France, European Union and European Economic Area)

Step 1 - Open your order: log in to your account and open the relevant order in your order history.

Your orders

Step 2 - Make your choice: "Have you changed your mind?" ("Withdraw" button) or "Return an item" (defect, order error).

Step 3 - Confirm the items and their condition: once we have validated your request, you receive the instructions and return address by e-mail, then enter the tracking number in your account.

Returns from the rest of the world (outside the EU/EEA)

Where both the delivery address and the billing address of your order are located outside the European Union and the European Economic Area (Switzerland, United Kingdom, Canada, United States and other international destinations), the right of withdrawal provided for under the French Consumer Code is not offered, without prejudice to any mandatory consumer protection provisions of your country of residence, to the extent applicable to you. The "Withdraw from contract here" (Withdraw from contract here) button is not offered for these orders, and you are informed of this before confirming your order.

In the event of an error attributable to the Seller

• No return label is provided.
• Return costs may be refunded up to a limit of €10 inclusive of tax, upon presentation of proof.

In the event of a voluntary return or an error by the Customer

• We are under no obligation to accept the return of a product for a simple change of mind. We may accept this as a commercial gesture, at our sole discretion.
• In that case, the return is made entirely at the Customer's expense, and no compensation for delivery costs is owed, whether for the initial shipment or the return, as the delivery service has been performed.

For any return request (Seller error, warranty or goodwill gesture), please contact us.

Right of withdrawal and withdrawal form

To exercise your right of withdrawal directly online (orders whose delivery address or billing address is located in the European Union or the European Economic Area), use the "Withdraw from contract here" (Withdraw from contract here) button, accessible from your customer account, the order details, or the site's footer:

Withdraw from contract here

To view the standard withdrawal form or learn more about your rights, see the Withdrawal section of our Terms and Conditions of Sale.

Contact us

• Via our Contact page
• By phone at +33 3 67 10 33 36 (France)
• By post: Trésors d'Argan Sarl, 4 rue Sainte-Odile, 67210 Obernai, France