OUR RETURN POLITIC
OUR GUARANTEES
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For a change of mind: you have 15 days from the receipt of your order, or your purchase in store to exercise your right of withdrawal. This period is extended to 30 days if you are a Dorcel Privilege customer.
Returned items must be in new, unused, complete condition and with intact packaging and undetached seals. Return costs are the responsibility of the customer.
In the event that one of these criteria is not met during the return, Customer Service and the Boutiques reserve the right to refuse your request.
For an online purchase:
An exchange or a refund may be requested. In the event of an exchange, if the amount is higher, the difference will be borne by the customer; in the event of a lower amount, the difference will be refunded.
For a purchase in the Boutique:
A credit note valid for one year or an exchange may be requested. In the event of an exchange, if the amount is higher, the difference will be borne by the customer; in the event of a lower amount, a credit note valid for one year will be issued.
- For a defective product or a preparation error: It being specified that any inappropriate use of the product cannot be covered by the legal guarantee of conformity.
For an online purchase:
Send us your return request from your Customer Area. An exchange or refund may be requested. The return is the responsibility of the company Dorcel. After studying your request, customer service will send you a prepaid Colissimo label by return email.
In the event of an exchange, if the amount is higher, the difference will be borne by the customer; in the event of a lower amount, the difference will be refunded.
After receipt, Customer Service reserves the right to refuse the exchange or refund. The product will be returned to you at your expense.
For an ahchat in store:
A credit note valid for one year or an exchange may be requested. The product should be returned to one of our stores with your purchase receipt. Our stores reserve the right to refuse your return.
In the event of an exchange, if the amount is higher, the difference will be borne by the customer; in the event of a lower amount, a credit note valid for one year will be issued.
*The products must be cleaned beforehand.*
- Our electronic products : are subject to the legal guarantee of conformity. You must notify us as soon as possible if you notice an anomaly when using your product (no more vibration, no longer takes charge, the buttons no longer respond, etc.).
The legal guarantee of conformity therefore does not cover visible defects, deterioration of the product due to abnormal use or wear, unless it is explicitly indicated in the characteristics of the product that it is indestructible, for example .
- Our non-electronic products : (textiles, games, pharmaceutical products, etc.), you have one month to inform us of the defect encountered (missing instructions, incomplete product, manufacturing defect, etc.)
MAKE A RETURN REQUEST
(Currently only valid for products purchased online)
- For a change of mind : You have a period of 15 days after receipt of your package to make your request. This period is extended to 30 days if you are a Dorcel Privilege customer.
You will be asked for the status of the product.
Our Customer Service only accepts the exchange or refund of returned items whose condition is new, unused, complete and with its packaging intact and the lids not detached. If upon receipt of the product, one of these criteria is not met, the item(s) may be returned to you at your expense.
- For a defect on the product : You have the period of the legal guarantee to inform us of it.
Our Customer Service will be able to exchange the product within the limits of available stocks. Otherwise, we will offer you an equivalent product or a refund.
From your Customer Area, section : "My orders": "Create a return" from the order concerned.
In the Comments area: we invite you to provide us with as much information as possible on the reason for your return.
Then click on : "Send".
Upon receipt of the form, Customer Service will notify you by email of the elements necessary to complete your return.
DEADLINES & FOLLOW-UP OF A RETURN
Once your return form has been sent, Customer Service undertakes to provide you with an answer, by email, within 48 hours maximum (deadline in working days)
If your return is accepted, you have 14 days to send us your item(s).
Upon receipt of your return package, our Customer Service undertakes to process it within 3 working days.
You will be notified directly by email for confirmation of receipt of your package, as well as the follow-up (exchange or refund).
You can also follow the status of your return from your Customer Area, section: "My returns".
AND THEN?
- In case of exchange: Your new package will be delivered to you within approximately 3 to 5 working days, from the date of processing.
- In case of refund: The refunded amount will appear on your bank statement, on average within 7 days after your return has been processed. The transfer will be established under the heading : 1979 RETAIL.
With pleasure !
DORCEL CUSTOMER SERVICE