Return & Refund Policy
At Saindoushop.com, we want you to shop with complete confidence. We understand that sometimes a product might not meet your expectations, and that’s why we have created a transparent and customer-friendly return and refund policy. This policy outlines your rights, the conditions for returns, and how refunds are processed in accordance with French consumer protection laws and EU directives.
1. Right of Withdrawal (Droit de Rétractation)
Under French and EU law, you have the right to withdraw from your purchase within 14 calendar days from the day you receive your order, without providing any reason. This is known as the right of withdrawal.
To exercise this right, you must notify us in writing (by email or postal mail) of your decision to return the product before the 14-day period expires.
Once we receive your request, we will provide you with detailed return instructions.
The product must be returned to us within 14 days after you inform us of your decision to withdraw.
2. Conditions for Accepting Returns
To qualify for a return and refund:
Items must be in their original condition, unused, and in the original packaging.
All accessories, manuals, and any promotional gifts received with the order must also be returned.
The product must not show signs of wear, damage, or alteration caused by the customer.
Products that do not meet these conditions may be refused or may be subject to a partial refund.
3. Items That Cannot Be Returned
Certain products are excluded from the right of withdrawal under French consumer law, including:
Personalized or custom-made items.
Perishable goods or products with a short expiration date.
Sealed items that cannot be returned once unsealed for hygiene or health protection reasons (e.g., certain cosmetics, undergarments, or personal care products).
4. Return Shipping Costs
If you are returning an item due to a change of mind or ordering the wrong product, you will be responsible for the return shipping costs.
If the return is due to our error (e.g., wrong item, defective product), we will cover the return shipping costs or provide a prepaid return label.
5. Refund Processing
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed within 14 days after we receive the goods back (or after you provide proof of shipment).
Refunds will be issued via the original payment method used for your purchase.
If you used a discount coupon for your purchase, the refund will reflect the discounted amount paid, not the original product price.
6. Damaged or Defective Items
If your item arrives damaged or defective:
Please contact us within 48 hours of receiving the delivery.
Provide photographs of the damaged or defective item along with your order number.
We will arrange for a replacement, repair, or refund as quickly as possible at no extra cost to you.
7. Exchange Policy
We currently do not offer direct exchanges. If you wish to exchange a product, you will need to return it for a refund and place a new order.
8. Contact Information
If you wish to make a return or have any questions about our return and refund policy, please contact us: info@saindoushop.com