Return policy

Our return policy lasts 30 days. If more than 30 days have passed since your purchase, unfortunately we cannot refund or exchange your item.

Return eligibility conditions

To be eligible for a return, your item must be in the same condition in which you received it: unused, with tags and in its original packaging. You will also need to provide the receipt or proof of purchase.

Return procedure

To initiate a return, please contact us at contact@fontaine-a-gravite.com.
If your return is accepted, we will send you detailed instructions on how and where to return your package. We do not provide prepaid shipping labels. Any item returned without prior return request will be refused.

You can contact us for any questions relating to returns at contact@fontaine-a-gravite.com.

Damage and problems

Please inspect your order upon receipt and contact us within a maximum of 48 hours if an item is defective, damaged or incorrect, so that we can assess the problem and correct it.
It is your responsibility to check your package upon delivery and refuse it in the event of damage. Without this, we will not be able to accept a claim regarding an accepted damaged package.

Exchanges

The quickest way to ensure that you receive the desired product is to return the original item (after your return request is accepted) and then place a new order for the desired item.

Refunds

Once your return is received and inspected, we will notify you if the refund is approved. If this is the case, we will automatically process the refund back to your original payment method.
Please note that it may take time for your bank or credit card company to process the refund before reflecting it in your account.

Return and non-collection fees

In the event of withdrawal after shipment or non-collection of the order:

• We will deduct an amount of 7,90 € to cover initial shipping costs, even if these were offered.
• An additional amount of 7,90 € will be applied to cover the cost of returning the package.

 

We inform our customers through several channels:

• Notification by Colissimo, specifying the arrival of their package.
• Followed by our service, which warns them several times of the arrival of the package.

 

Despite these reminders, if the customer does not collect their order within the allotted time (14 days for a classic relay point or 4 days for a Pickup relay), this clause will be applied.