Our return and refund policy is valid for 30 days from the date of receipt. After this period, we will unfortunately be unable to refund or exchange your item.
Return eligibility conditions
To be eligible for a return, the item must:
- Be in the same condition as that received: unused, with its labels and in its packaging original.
- Accompany receipt or 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 provide you with shipping instructions.
- Send 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 the event of a defective, damaged or incorrect item, contact us within 48 hours so that we can assess the problem and offer a solution.
It is your responsibility to check your package upon delivery and refuse it in the event of visible damage. A claim regarding an accepted damaged package will not be considered.
Exchanges
The quickest way to receive a different product is to return the original item (after acceptance of your request) and place a new order for the item desired.
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 original payment method.
- Processing may take up to two weeks depending on your bank or credit card company.
Return and non-collection fees
In the event of a cancellation after shipment or non-collection of the order, the following fees will be deducted from the refund:
- 7,90 € to cover the costs initial shipping costs (even if offered).
- 7,90 € additional for return costs.
These costs apply if the order is not collected within the allotted time:
- 14 days for a classic relay point.
- 4 days for a Pickup relay.