Principle of withdrawal
The CLIENT shall have the right to withdraw from the contract by returning or restituting the PRODUCT to the SELLER.
To do so, the PRODUCT shall be returned or restituted without "excessive" delay, and at the latest within fourteen (14) days following his request, unless the SELLER offers to collect the PRODUCT himself.
In accordance with Article L.221-18 of the Consumer Code, the withdrawal period expires fourteen (14) days after the day when the CLIENT, or a third party other than the carrier and designated by the CLIENT, takes physical possession of the PRODUCT.
If the CLIENT has ordered several PRODUCTS in a single order resulting in several DELIVERIES (or in the case of an order for a single PRODUCT delivered in several batches), the withdrawal period shall expire fourteen (14) days after the day on which the CLIENT, or a third party other than the carrier and designated by the CLIENT, takes physical possession of the last PRODUCT delivered.
If the CLIENT's order includes several PRODUCTS and if these PRODUCTS are delivered separately, the withdrawal period expires fourteen (14) days after the day the CLIENT, or a third party other than the carrier and designated by the CLIENT, takes physical possession of the last PRODUCT.
Notification of the right of withdrawal
To exercise his right of withdrawal (his request for return) and in accordance with Article L.221-21 of the Consumer Code, the CLIENT must notify his decision as follows:
The return request must be made via the "My Account" customer area within 14 days of receiving your package.
How to make a return request:
The return request must be made via the customer area "My Account" -> "Cancellations & Returns" within 14 days of receiving your package.
The procedure is as follows:
- Go to "My Account" -> "Orders & Returns" -> Select the order concerned.
- Once in the details of the order, check the item(s) to be returned
- Indicate the reason for the return,
- Then validate ("Return a product")
When your return request is approved by MONLOOK (within 24 to 48 working hours), the CUSTOMER will receive an email containing the return form.
At that time, you will have to download and print the return form.
Then follow the instructions on the form. This return form MUST be attached to the return package, in which case the SELLER will deduct the shipping costs of the order, if any, in the refund sent to the CUSTOMER.
Returns must be made within 14 days of the date of the request for return to customer service:
- by post (with tracking) to the address indicated on the return slip (the return costs are at your expense)
In order for the withdrawal period to be respected, the CUSTOMER must transmit his communication relating to the exercise of the right of withdrawal before the expiration of the withdrawal period.
Any item returned without prior notification to MONLOOK's customer service (as indicated above) will not be refunded. The CUSTOMER will receive a voucher for the value of the return instead.
Effects of withdrawal
In case of withdrawal by the CLIENT, the SELLER undertakes to reimburse all sums paid (with the exception of additional costs resulting, where applicable, from the CLIENT's choice of a delivery method other than the standard delivery method proposed by the SELLER and in the event of non-compliance with the return conditions mentioned above and below) without undue delay and, in any event, no later than fourteen (14) days as from the day on which the SELLER receives the returned PRODUCT. (Article L.221-24 of the Consumer Code).
Returns are processed and refunded within 8 working days. They are processed once a week (at the beginning of the week) and refunds are made at the same time (it takes a few days for the credit of this refund to appear on the CLIENT's account).
The SELLER will make the refund using the same means of payment that the CUSTOMER used for the initial transaction, unless the CUSTOMER expressly agrees to a different means, in any case, this refund will not incur any costs for the CUSTOMER.
The SELLER is not obliged to reimburse additional costs if the CUSTOMER has expressly chosen a more expensive method of delivery than the standard method offered by the SELLER.
The SELLER may defer reimbursement until receipt of the goods or until the CUSTOMER has provided proof of shipment of the goods, whichever comes first.
Terms of return
The CUSTOMER must, without undue delay and, in any event, no later than fourteen (14) days after communicating his decision to withdraw from this contract, return the goods to the address indicated on his return form (available in his customer area My account > Returns of goods).
This period is deemed to have been respected if the CLIENT returns the goods before the expiry of the fourteen (14) day period.
The CUSTOMER shall bear the direct costs of returning the goods, except in the case of receipt of a defective product or an error in the PRODUCT received in the order.
In the latter case, the CUSTOMER shall obligatorily, and at the same time as his return request, send an e-mail to email@example.com containing photos of the various defects noted, and specify in the subject of his e-mail his order number. If no photo is sent to the customer service at the same time as the return request, the SELLER will not pay the return costs in the form of a prepaid Colissimo label.
In the event that the weight of the PRODUCT prevents the CLIENT from returning the PRODUCT by post, the CLIENT shall bear the direct costs of returning the good.
Condition of the returned good
The PRODUCT must be returned according to the SELLER's instructions and include all the accessories delivered:
The PRODUCTS must be returned new, labelled, unworn (odour of deodorant, perfume, pronounced perspiration will be among the reasons for refusal, unwashed, in their original packaging (clothes must be correctly folded and put back in their blister pack, shoes correctly put back in their box with their padding), and within the deadlines, without which, no refund can be made. The return will then be "refused" and returned to the BUYER.
The products must be returned protected. The shoeboxes must not be used as a shipping box (do not tape the shoebox and do not stick your return label directly on it. The box must be protected). If this condition is not respected, the SELLER will refuse the return of the CUSTOMER because the product cannot be sold as is.
The CUSTOMER shall only be liable for the depreciation of the good resulting from manipulations other than those necessary to establish the nature, characteristics and proper functioning of this PRODUCT. In other words, the CLIENT may test the PRODUCT, but may be held liable for any manipulations other than those necessary.
Return processing time
Returns are processed and reimbursed within 8 to 14 working days, after a 3-day quarantine of the received return packages. This period may be slightly extended during busy periods without exceeding 30 days.
In the event of non-receipt of the CLIENT's return parcel within the time limits stipulated in this appendix, the latter will be deemed "refused". In this case, the customer will have to bring the proof of deposit of his return parcel as well as the postal tracking number of the latter.