Refunds and returns policy.
General
The procedure applicable to a return depends on the circumstances concerned.
Two separate procedures must be distinguished:
- the statutory right of withdrawal, applicable to consumers under the conditions provided for by law;
- commercial returns, offered by CAZENEUVE subject to the conditions set out below.
These two procedures are independent. The conditions applicable to commercial returns, including the 10% deduction, shall not apply where a consumer validly exercises their statutory right of withdrawal.
CAZENEUVE does not offer exchanges. Where a return is accepted, the customer shall be refunded in accordance with the applicable conditions and may subsequently place a new order for the desired supplies.
1. Statutory Right of Withdrawal
Who may exercise this right?
The statutory right of withdrawal applies to consumers in respect of distance contracts, under the conditions provided for by the French Consumer Code.
Business customers are, in principle, not entitled to the statutory right of withdrawal when placing orders in the course of their professional activities, subject to any applicable legal provisions.
Time Limit
Consumers have 14 days from receipt of the supplies in which to exercise their right of withdrawal.
Consumers are not required to provide any reason for their decision.
The right of withdrawal may be exercised directly through the customer account using the functionality provided for this purpose on the CAZENEUVE website.
Return of the Supplies
After exercising their right of withdrawal, consumers must return the supplies concerned without undue delay and, in any event, no later than 14 days after notifying CAZENEUVE of their decision to withdraw..
The direct costs of returning the supplies shall be borne by the consumer.
The supplies must be returned to the address specified by CAZENEUVE.
Condition of the Supplies
Consumers may handle the supplies to the extent necessary to establish their nature, characteristics and proper functioning.
Unpacking or inspecting the supplies shall therefore not, in itself, prevent the exercise of the right of withdrawal.
However, where consumers carry out handling beyond what is necessary for such examination, including assembly, installation or use, they may be liable for any depreciation resulting from such handling.
In such cases, CAZENEUVE may reduce the amount of the refund by an amount corresponding to the depreciation actually incurred.
No flat-rate 10% deduction shall be applied solely as a result of the exercise of the statutory right of withdrawal.
Refunds
In the event of withdrawal, CAZENEUVE shall refund the amounts paid by the consumer, including the initial delivery costs corresponding to the standard delivery method offered.
Any additional costs resulting from the consumer’s choice of a delivery method more expensive than the standard method shall not be refunded.
The refund shall be made in accordance with applicable legal provisions and, unless otherwise provided for by law, using the same payment method as that used for the order.
CAZENEUVE may defer the refund until the supplies have been recovered or until proof of their dispatch has been received.
2. Commercial Returns
Irrespective of the statutory right of withdrawal, CAZENEUVE may, as a commercial gesture, accept the return of supplies at the buyer’s request.
Conditions
Unless otherwise agreed in advance by CAZENEUVE, the request must be made within a maximum period of 15 days following receipt of the supplies.
To be accepted, a commercial return must concern supplies that are:
- unused;
- not assembled or installed, even for a brief trial;
- complete;
- in good condition;
- returned in their original packaging, insofar as such packaging is necessary for their resale.
CAZENEUVE reserves the right to refuse any commercial return that does not comply with these conditions.
Reasons
Commercial returns may, in particular, concern situations where ordered supplies are ultimately no longer required, subject to CAZENEUVE’s prior acceptance.
Returns resulting from an error on the part of CAZENEUVE, a lack of conformity, a defect covered by a warranty, or any other legal obligation shall not be subject to the conditions applicable to commercial returns.
Return Costs and Deduction
The transport, shipping and handling costs associated with the commercial return shall be borne entirely by the buyer.
Where a commercial return is accepted for a reason attributable to the buyer, CAZENEUVE shall charge fees corresponding to the receipt, inspection and storage of the supplies.
These fees shall amount to 10% of the amount excluding VAT of each supply returned.
Accordingly, the refund shall correspond to 90% of the amount excluding VAT of the relevant supplies, subject to any other applicable conditions.
This 10% deduction shall not apply to the exercise of the statutory right of withdrawal.
3. Returns Due to an Error, Defect or Lack of Conformity
If you have received the wrong supplies, if the supplies received do not correspond to your order, or if they are defective or do not conform to the order, please contact us before returning them.
After reviewing the circumstances, CAZENEUVE shall inform you of the applicable return procedure.
The flat-rate 10% deduction applicable to commercial returns at the buyer’s request shall not apply in these circumstances.
Consumers’ rights under statutory warranties shall remain unaffected.
4. Return Form
To facilitate the processing of commercial returns, we ask you to include with the package a document stating the reason for the return.
This document is available here:
The form must be printed, completed and enclosed with the package when requested by CAZENEUVE.
The absence of this form shall not, in itself, deprive a consumer of their statutory right of withdrawal where applicable.
5. Return Address
Unless otherwise specified by CAZENEUVE, supplies must be returned to the following address:
CAZENEUVE SAS
48A Avenue Denis Crapon
Z.I. de l’Abbaye
38780 Pont-Evêque
Isère – France
We recommend using a shipping method that provides parcel tracking.
The customer is responsible for retaining proof of dispatch until the return has been received by CAZENEUVE.
6. Parcel Damaged During Delivery
In the event of any apparent damage identified upon delivery, we recommend that you clearly state the necessary reservations with the carrier and contact us promptly.
Consumers’ rights regarding delivery, conformity and statutory warranties shall remain unaffected.
7. Refund Processing
Upon receipt of the return, CAZENEUVE shall inspect the supplies and determine the applicable return procedure and, where applicable, their condition and any depreciation.
The customer shall be informed that the return has been received and of the outcome of their request.
For any questions regarding a return or refund, you may contact us at:
