Return and Refund Policy
Our return and refund policy is valid 30 days from the date of receipt. After this period, we unfortunately cannot refund or exchange your item.
Return eligibility conditions
To be eligible for a return, the item must:
- Be in the same condition as received: not used, with its labels and in its original packaging.
- Accompany the receipt or a proof of purchase.
⚠️ Sale items and gift cards are not eligible for returns.
Return procedure
- Contact us at contact@fontaine-a-gravite.com to initiate your request.
- If your return is accepted, we will contact you with shipping instructions.
- Ship your package to the address provided. Return costs are your responsibility (except defective product).
⚠️ Any item returned without prior request will be refused.
Damage and problems
Inspect your order upon receipt. In case of defective, damaged or incorrect item, contact us within 48 hours so that we can assess the problem and propose a solution.
It is your responsibility to check your package upon delivery and refuse in case of visible damage. A complaint concerning an accepted damaged package cannot be taken into account.
Exchanges
The quickest way to receive a different product is to return the original item (after your request is accepted) and place a new order for the desired item.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved or denied. If approved:
- A credit will automatically be applied to your initial payment method.
- Treatment may take up to two weeks depending on your bank or credit card company.
Return and non-collection fees
In the event of withdrawal after shipment or non-collection of the order, the following costs will be deducted from the refund:
- 7,90 € to cover initial shipping costs (even if offered).
- 7,90 € additional for return costs.
These fees apply if the order is not collected within the specified time frame:
- 14 days for a classic relay point.
- 4 days for a Pickup relay.