Politique de remboursement

RETURN AND REFUND POLICY

Last updated: [DATE]

Thank you for shopping with [STORE NAME]. We want you to be satisfied with your purchase. This policy explains how cancellations, returns, exchanges and refunds are handled.

1. Cancelling an Online Order

You may cancel your order within 14 days of receiving it without providing a reason.

To request a cancellation or return, contact us at [CUSTOMER SERVICE EMAIL] and provide:

• Your full name
• Order number
• Product name
• Reason for return, where applicable
• Photographs or video if the item is damaged, faulty or incorrect

After notifying us, you must return the item within 14 days.

2. Return Conditions

To qualify for a full refund, the product should be returned:

• In the same condition in which it was received
• With the original packaging, manuals and accessories
• With the correct serial number or IMEI number
• Without physical damage caused after delivery
• Without personal data, passcodes, SIM cards or memory cards
• With all Apple ID, Google, Samsung or other account locks removed

You may inspect the product in the same way you would reasonably inspect it in a retail shop. We may reduce the refund if the product has been used or handled beyond what is reasonably necessary to inspect its condition and features.

Opening the packaging does not automatically remove your cancellation rights. However, activation, excessive use, scratches, damage, missing accessories or failure to remove account locks may reduce the product’s value.

3. Faulty, Damaged or Incorrect Products

Please inspect your order as soon as it arrives.

If the product arrives damaged, faulty or different from what you ordered, contact us at [CUSTOMER SERVICE EMAIL] as soon as possible. Reporting delivery damage within 48 hours helps us investigate the issue with the delivery company, but this does not affect your statutory rights.

Depending on the circumstances, we may offer:

• A repair
• A replacement
• A price reduction
• A full or partial refund

For qualifying faulty, damaged or incorrect products, we will provide return instructions and cover reasonable return postage costs.

4. Change-of-Mind Returns

For change-of-mind returns, the customer is responsible for the cost and safe return of the product unless we confirm otherwise in writing.

We recommend using a tracked and insured delivery service. We are not responsible for return parcels that are lost or damaged before reaching us.

Return address:

[RETURNS DEPARTMENT]
[RETURNS ADDRESS]
[POSTCODE]
[COUNTRY]

Do not send a return until it has been approved by our customer service team.

5. Non-Returnable Items

The following items may not be eligible for change-of-mind returns:

• Personalised or custom-made products
• Digital products after downloading has started
• Gift cards
• Sealed hygiene products that have been opened
• Products returned with activation locks or customer accounts still connected
• Products with removed, altered or mismatched serial or IMEI numbers

This section does not limit your legal rights where a product is faulty, not as described or not fit for purpose.

6. Refunds

We will inspect the returned item and notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method within [5–10] working days. Your bank or payment provider may take additional time to display the refund.

Where an online order is cancelled under your statutory cancellation rights, we will refund the standard delivery charge. Any additional amount paid for premium or express delivery may not be refundable.

We may process the refund after receiving the returned goods or after you provide acceptable evidence that the goods have been sent back, whichever occurs first in accordance with applicable law.

7. Exchanges

Exchanges are subject to product availability. Where a direct exchange is not possible, we may issue a refund and ask you to place a new order.

8. Order Cancellation Before Dispatch

We will try to assist, but orders that have already been processed or dispatched cannot always be changed. In that situation, you may need to receive and return the order under this policy.

9. Warranty and Statutory Rights

Any manufacturer or seller warranty is provided in addition to your statutory consumer rights.

Nothing in this policy excludes or limits any rights you may have under applicable UK consumer law.

10. Contact Us

Email: [CUSTOMER SERVICE EMAIL]
Telephone: [PHONE NUMBER]
Business hours: [BUSINESS HOURS]