Refund policy
If a delivered Product is not to the Customer's complete satisfaction, the Customer may return it to the Operator. The Customer shall have fourteen (14) days from the date of receipt of the order or pre-order to do so.
According to article L.221-20 of the Consumer Code, all consumers have a period of 14 days to exercise their right of withdrawal without having to justify reasons or pay penalties, with the exception of return costs.
The Customer may exercise his right of withdrawal by notifying the Operator of the following information:
- name, geographical address, telephone number and e-mail address;
- decision to withdraw by means of an unambiguous statement (e.g. letter sent by post, fax or e-mail if such contact details are available and therefore appear on the standard withdrawal form). The Customer may, but is not obliged to, use the model withdrawal form.
Return costs are the responsibility of the Customer except in the event of a product that does not comply with the order or pre-order, in which case the support will be at the expense of the Operator. The return package must be sent to the following address :
KAIROS LOGISTIQUE
For the account of SAINT-PATRON
19 Rue de la Ferme Saint-Ladre, 95470 Saint-Witz
The products must be returned within (14) days from the formulation of the return request to our customer service department.
The products must be returned in their original condition and unused, in perfect condition, with all protective packaging, labels and adhesives (if applicable) attached, including all accessories and documents. We reserve the right not to accept any return of products showing signs of wear and tear, or that have been used or altered from their original condition in any way, or, as an alternative, to reduce the amount to be refunded or the value of the exchange, if applicable. For example, we may opt for a partial refund in the following cases:
- the product(s) have been used, worn, damaged or washed;
- the single-use seal identification label is not attached to the product(s) or has not been returned. Please note that the identification label is an integral part of each product; and/or
- you have not returned a package that is an integral part of a product
If the package is lost or damaged during the product return, the cost of the damage is the responsibility of the Customer.
In addition to the returned Product, the return package must also contain the delivery slip or a letter specifying the exact contact details (surname, first name, address, phone number) and complete of the Customer as well as the order number. Packages for which the identification of the customer (name, first name, address) and of the order (order number) will not be possible, will be refused.
The Operator shall reimburse the Customer for the amount of the Product within fourteen (14) days from receipt of the Product and all the elements required to implement the Customer's reimbursement. This refund may be made by the same means of payment as that used for the Customer. In this respect, the Customer having paid for his order or pre-order in the form of credit notes/gift vouchers may be reimbursed by credit notes/gift vouchers according to the Operator's wishes.
Products that are not returned within the above-mentioned deadlines and conditions will not be refunded or exchanged by the Operator.
You will be informed if we decide to reduce the refund amount for this reason. In this case, you may (rather than obtain a partial refund from us) choose to have the products returned to you at your expense. If you refuse this delivery, We reserve the right to retain the Products and the amount specified as a partial refund due to the loss in value of the returned Products.
By accepting these General Terms and Conditions of Sale, the Customer expressly acknowledges having been informed of the terms and conditions of withdrawal.