Refund Policy

This policy sets out the conditions relating to the right of withdrawal, the return of used products, and the terms of reimbursement.

In the event of any contradiction with the General Terms and Conditions of Sale, the latter shall prevail.

Right of Withdrawal

In the event of delivery not conforming to the order or a defective item, the seller undertakes to take back the product or offer an exchange. Non-conformity must, where applicable, be confirmed by our quality department, based on the information provided by the customer (photos, description, etc.).

Furthermore, the consumer has a period of 14 days from receipt of the goods to exercise their right of withdrawal. If the right of withdrawal is exercised, the goods must be returned no later than 14 days after notification of the decision.<|assistant

The consumer must return it in its original packaging, indicating the reason for refusal on the delivery note or invoice, and may request:

• A new delivery in accordance with the initial order, if non-conformity is proven.
• Cancellation of the order (with reimbursement of the amounts paid or a credit to be used on a future order).

Return costs are the responsibility of the consumer, unless the delivered product is defective or does not conform to the order.

The following are also the responsibility of the consumer:

• Additional delivery costs if they have chosen a more expensive delivery method than the one usually offered by the seller.
• The fixed and proportional costs of the service, the execution of which began before the end of the withdrawal period, at the express request of the consumer.

For service provisions, if the consumer expressly requests that the execution of the service begins before the end of the withdrawal period, they will not be liable for any fees if the professional has not collected this request on a durable medium (paper, email, time-stamped form) or has not clearly informed them of their obligation to pay an amount proportional to the service already provided in the event of withdrawal.

Note: The e-merchant must provide the legal guarantee of conformity, which allows the consumer to choose between exchange and repair in the event of a manufacturing defect or breakdown of a new product, for a period of 2 years. The professional is required to respond to this request within a maximum period of one month.

Exceptions to the right of withdrawal:

• Customized products or products made to order.
• Products returned incomplete or damaged by the Customer.

Take-back of used products under the "1 for 1" scheme

In accordance with current regulations, Provencelia offers the take-back of a used product when purchasing an equivalent new product ("1 for 1" take-back). This take-back is subject to the following conditions:

• The product to be taken back must be of equivalent size, nature, and function to the one purchased,
• The customer must provide proof of purchase,
• The transport of the product to be taken back is at the customer's expense,
• The take-back is carried out at the place of delivery or at a collection point defined by Provencelia.

To arrange a take-back, the customer is invited to contact our customer service.

Refund

In the event of cancellation or compliant return, the refund will be processed within 30 days maximum, excluding company closure periods.