RETURNS & REFUNDS

a) Customer service

The customer service of this site is accessible 5 days a week from 10 a.m. to 7 p.m. by email at the following address: contact@maisoncartel.com

 

b) Right of withdrawal

In accordance with current legislation, consumers have 14 days from the date of delivery/receipt of the package to request an exchange, credit or refund. In order to exercise this right, it is their responsibility to return (at their own expense) the package to the address of the company's return center accompanied by a document to be completed provided by customer service. Please contact the relevant department to obtain the return address at: contact@maisoncartel.com.

Exceptionally for the end of year holidays we accept return requests until 12/28 for any order placed from 12/01.

c) Exchange and refund conditions

If the model is not suitable it can be returned for a credit or refund. In the event of an error made by the customer when placing the order, the latter can contact customer service to correct the order form. Any request to modify the order form must be sent to customer service before the date and notification of delivery of the ordered products. If an error is made by the customer and a modification must be made, the customer must bear all costs of returning the products. Any sum owed by the company after regularization will be paid to the customer in the form of a credit or reduction code to be redeemed on this site within a minimum period of 1 month. The customer will nevertheless have the possibility of returning their products to the return center in order to obtain a refund for their products. In the event of an exchange with a product of lower value, the difference will be refunded within 30 days.
If the customer makes a return from abroad, customs costs to ensure proper receipt of the return package will be the responsibility of the customer.

To benefit from these guarantees, simply contact customer service at this address: contact@maisoncartel.com

Any personalized product will not be returned or exchanged.

When a tiered promotion is carried out on our website www.maisoncartel.com if the customer wishes to return an item from their order they have a period of 14 days from receipt of the product. On the other hand, if the sum of the products kept by the customer corresponds to a reduction level lower than that of purchase, the reimbursement will be made up to the price of the product after application of the reduction during the purchase less the difference in the price of other products with the purchase level and the level after return of the product.

Digital gift cards are not refundable but are subject to a credit on the website if the customer wishes to return their product.

In order to benefit from a full refund or a credit for the value of the purchase, the package must be returned in its entirety, including the accessories offered. Otherwise, the refund cannot be made.

Products offered: during promotional offers allowing you to obtain a free product of your choice, depending on stocks, it is possible that the product (goodies) selected will be substituted by another.

d) Reimbursement

The amounts refunded correspond to the price of the returned products as well as the shipping costs paid when ordering if the refund concerns the entire order. Our refund deadlines are 30 days upon receipt of the returned products. The customer will be reimbursed via the payment method used when ordering. Any return must be made complete (packaging, accessories), and the returned products must not be soiled or damaged.

- The complaint request can be made up to 5 days after the expected date of receipt for a late/incomplete/damaged order to France or Spain; for an undelivered order, this deadline is extended to 10 days. For other countries, they have up to 21 days to do so.
- Approval of the claim will be notified to the customer within one business day.
- Reimbursement by bank transfer or reshipment of a product will take place within 8 days after validation.

e) Late delivery

The times indicated in the Delivery tab are an average estimate. However, please note that we work for delivery as quickly as possible and if your order has not reached you after 30 days from the dispatch of your package, please send an e-mail to the contact address @maisoncartel.com so that a solution is offered to you: refunding your purchase or resuming your package. In such a case, the customer undertakes not to take legal action against the site and its publisher and waives the right to avail itself of the resolution of the sale provided for in this article.

f) Guarantee

All products sold on this site are marketed in compliance with the legislative and regulatory provisions in force and benefit from all the approvals necessary for their marketing. The mandatory displays required by the legislative and regulatory provisions in force will be made on this site, and in particular in the summary quote for the order and the description sheet for each item.