Retraction and returns
Statutory right of cancellation
According to the Article L121-21 of the Consumer Code, the customer has a legal retraction period of 14 days from the receipt of his order.
The customer can notify, by mail to Pelote de Porcelaine, his intention to exercise this right by specifying his name, first name, address, order number, date of placing of the order, date of receipt of the order and the item to be withdrawn references.
The customer then has a 14-day period as of the sending of this mail to return his order (see Returns article). Pelote de Porcelaine will refund the customer within 14 days as of receipt of the order or of proof of its return (see refund article).
Returns
Pelote de Porcelaine allows its customers to return items that do not suit them within 30 days from the date of receipt of the order (this deadline includes the legal retraction period). The products used, damaged, stained, will not be taken back or refunded by Pelote de Porcelaine. Customer service informs the customer by email. He will then have 30 days to ask Pelote de Porcelaine to redirect his parcel at his own expense.
The customer can request a refund of a product by returning it at his own expense in a sealed package to the following address:
PELOTE DE PORCELAINE
15, Place Sébastopol
59000 Lille
The exchange
The exchange of an item is not possible. If the customer wishes to exchange an item, he can return the item that does not suit him (see Returns article) and then make an online order for the desired item.
Refunds
The customer will be refunded with the means of payment used at the time of the order, according to the price charged for the product, appearing on the order summary and the costs of processing and delivery actually paid by the customer.
The customer will be refunded within 7 days from the receipt of the parcel by Pelote de Porcelaine.
Gift orders will be refunded under the same conditions on the account of the customer holding the bank card used for the order. Gift option fees will also be refunded to the client.
The processing and delivery fees and, if applicable, the gift option fees will remain the responsibility of the customer if the return concerns only part of the order.
