Refund Policy

This policy sets out the terms and conditions for refunds on returned orders. It applies only where the return has been accepted under the terms described in the Return Policy. No refund will be initiated for a return that does not meet the conditions or is made outside the allowed timeframe.

Refund approval

Once the returned product is received at our premises, our logistics team will check that it meets the requirements (complete, intact, unused, etc.). We will notify the customer by email of the refund decision or refusal within 14 days of receiving the returned parcel.

Refund timeframe

If the return is approved, the refund will be processed within 14 days of the confirmation date. This statutory timeframe may vary depending on banks. The refund will be issued automatically via the payment method used for the original order. We do not issue replacement codes or store credit without the customer’s express consent.

Refund amount

The refunded amount corresponds to the price paid for the returned product(s), based on their assessed condition. Initial delivery fees may be refunded in part or in full only if the entire order is returned and the standard free shipping option was applicable (initial shipping fees waived). However, return shipping costs remain the customer’s responsibility (see the Return Policy), except in the event of our error or a defective product.

If the item is partially damaged, we reserve the right to deduct from the refund an amount proportionate to the depreciation observed. For example, a damaged or incomplete product may be partially refunded to reflect its loss of value.

Cases where a refund may be refused

A refund will be refused in the following cases:

• Item returned outside the statutory period (after the 14-day withdrawal period).
• Item not returned in accordance with the procedure (without prior return authorisation).
• Item clearly used, soiled, or incomplete (missing accessories, destroyed packaging).
• Item not matching the original order (attempted unapproved exchange).
• Return of a personalised product or a product excluded from the right of withdrawal.

In all such cases, the customer will be informed of the refusal of the refund and must cover the cost of having the product returned to them (or the parcel may be sent back to them).

Statutory warranty for defective products

If a defective product (non-compliant or with a hidden defect) is identified upon delivery, the customer must inform us immediately (no later than within a reasonable time after discovery). To do so, please contact us at contact@ateliervalenor.com and include photographs of the defect. After review, we may proceed, in accordance with applicable law:

• either by repairing or replacing the product (the customer returns the defective product and a new one is sent);
• or by issuing store credit or a full refund if replacement is impossible or disproportionate (in accordance with Articles L.217-9 et seq. and L.217-4 of the French Consumer Code).

If the procedure requires the defective item to be returned, the return shipping costs are then reimbursed to the customer (both the cost of sending it and, where applicable, the cost of shipping the replacement product).

Statutory claim time limits

The customer has a period of two years from delivery of the product to invoke the statutory warranty of conformity (Articles L.217-4 et seq.). In practice, we encourage you to report any issue as soon as you receive the product. In addition, for movable goods, an action for hidden defects must be brought within two years from discovery of the defect (Article 1648 of the French Civil Code). For electrical appliances, certain consumer goods warranties may apply beyond this period.