RETURNS, REFUNDS AND CLAIMS
RETURNS, REFUNDS AND INCIDENTS OF ONLINE STORE OF PHYSICAL PRODUCTS
What is the withdrawal period for returning an order?
In accordance with the provisions of article L121-20 of the consumer code, you have a withdrawal period of 14 calendar days, starting from the delivery of the article. This period is extended until the first following working day if it expires on a Saturday or Sunday. This right allows you to return free of charge the article which does not convince you. It should be noted that it is the date of the sending of your request (email) that will give faith of the withdrawal period.
How do I return an item?
You must send an email to email@example.com requesting the return and refund of the item(s) you are not satisfied with. Make sure you also send us proof of payment of your purchase. We will send you a form to fill out and proceed to process the return.
I have received a damaged product.
If you have received a defective product or one that has been damaged in transit, you should send us an email to firstname.lastname@example.org. You will be able to choose between a return or an exchange, to replace your item.
Who is responsible for the shipping costs in case of an exchange or return?
If you have received a defective or damaged product and you want a replacement or to return it, Annanké will pay the shipping costs. In the case of a return because you are simply not satisfied with the item, then you will be responsible for the shipping costs.
Will you reimburse me for the shipping costs?
When you make a return Annanké will reimburse you for the shipping costs as long as you have chosen standard shipping. If you chose any type of express shipping, then the shipping costs will not be refunded.
What if I have placed two different orders on the same day, can I ask for a refund of the shipping costs?
The validation of two separate orders generates two different shipping processes, so shipping costs cannot be reimbursed.
How long will it take to receive my refund?
You will receive your refund in a maximum of 8 calendar days. These 8 calendar days will be counted from the moment you fill out the refund form. Depending on the payment method that was used, and the banking or other entities involved in the transaction, this may take less time.