Refund policy

COMPLAINTS - WITHDRAWAL - WARRANTY

Customer service

The Site's customer service can be reached:

  • by email: info.kapsuleglobal@gmail.com

  • by phone: [number to be completed], on working days from [hours to be completed]

  • by post: KAPSULE, 10-12 Rue Charles-François Dupuis, 75003 Paris

1. RIGHT OF WITHDRAWAL – DISTANCE SELLING

This article applies only to Customers who are consumers within the meaning of the French Consumer Code.

In accordance with Articles L221-18 et seq. of the French Consumer Code, the Customer has fourteen (14) days from receipt of the Product to exercise their right of withdrawal, without having to give any reason or pay any penalty.

This period starts on the day the Customer, or a third party designated by them other than the carrier, takes physical possession of the Product.

If this period expires on a Saturday, Sunday or public holiday, it is extended to the next working day.

The Customer must notify their decision to withdraw by an unambiguous statement (email or letter).
The Publisher will then send the Customer an acknowledgement of receipt of the withdrawal request together with return instructions.

2. EFFECTS OF WITHDRAWAL

The Customer must return the Products without undue delay and no later than fourteen (14) days after communicating their decision to withdraw.

When the right of withdrawal is exercised, the Publisher refunds all sums paid by the Customer, including standard delivery costs.

The refund is made within a maximum of fourteen (14) days from receipt of the returned Products or proof of their shipment.

The refund is made using the same payment method as used for the order, unless the Customer expressly agrees to another method.

The Customer may only be held liable for any depreciation of the Product resulting from handling other than what is necessary to establish its nature and characteristics.

For cosmetic products, the Product must be intact, unopened and in its original packaging.

3. EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised in particular for:

  • Products unsealed by the Customer after delivery that cannot be returned for hygiene or health protection reasons,

  • Products personalized or made to the Customer's specifications,

  • Products likely to deteriorate rapidly.

Consequently, any opened or used cosmetic product cannot be taken back or refunded.

4. LATE DELIVERY

In accordance with Article L216-2 of the French Consumer Code, if the delivery date indicated at the time of order is exceeded, the Customer may give the Publisher formal notice to deliver within a reasonable additional period.

Failing delivery within this new period, the Customer may terminate the contract and obtain a full refund of the sums paid.

5. LEGAL WARRANTIES

Products sold on the Site benefit from the following legal warranties:

Legal warranty of conformity

In accordance with Articles L217-3 et seq. of the French Consumer Code, the Customer benefits from a legal warranty of conformity entitling them to the repair or replacement of a non-conforming Product.

Warranty against hidden defects

In accordance with Articles 1641 et seq. of the French Civil Code, the Customer may request cancellation of the sale or a price reduction if the Product has a hidden defect.

6. RETURNS AND COMPLAINTS

In the event of a defective, non-conforming or damaged Product, the Customer is invited to contact customer service first to obtain return instructions.

The Product must be returned together with:

  • a description of the problem encountered,
    the order number,

  • and any useful documents (photos, invoice, etc.).

Depending on the case, the Publisher will:

  • exchange the Product,

  • repair it,

  • or refund it.

Return costs are borne by the Publisher when the return is made under a legal warranty or because of a delivery error.