Customers have a right to withdraw from their purchase within fourteen (14) days from the day following receipt of the products, with certain exceptions.
Excluded products
- Items made to customer specifications or clearly personalized.
- Products unsealed after delivery that cannot be returned for hygiene or health reasons.
Withdrawal period
Customers have fourteen (14) days from the day following receipt of the products to exercise their right of withdrawal without justification. If this period ends on a weekend or holiday, it extends to the next business day. After 14 days, sales become final. For multi-part orders, the withdrawal period begins only after receiving the final product or delivery section.
How to withdraw
Notify Customer Services at contact@polene-paris.com before the 14-day deadline using the provided withdrawal form, or any clear statement expressing intent to withdraw. Simply returning items or refusing delivery without prior notification does not constitute a valid withdrawal.
Returns under the right of withdrawal
Customers must have a registered account to process returns. Products must be returned within 14 days of communicating the withdrawal decision.
Returns are free for metropolitan France deliveries (return form emailed by the vendor). Customers in other regions bear return shipping costs.
Return condition requirements
Items must be returned eligible for withdrawal, in their original packaging for protection, in perfect condition (no dirt, damage, or scratches), complete with all accessories and documentation, unused and unworn, sealed if applicable, and with the corresponding return slip. We inspect returns and may refuse reimbursement if conditions aren’t met, potentially returning the item to the buyer’s cost.
Refund
Approved refunds are processed within fourteen (14) days from the date on which we are informed of your decision to withdraw. Refunds use the original payment method unless otherwise agreed, with no additional charges.
Initial standard delivery costs are refunded; premium delivery method upgrades are not. Partial returns receive no delivery refund. Returned products cannot be exchanged; please place a new order for different items.