Refund policy
Returns and Exchanges Policy – France and European Union
This policy applies to orders sold by Artisanly OÜ and delivered in France or within the European Union. It supplements our Terms and Conditions of Sale without limiting any mandatory consumer rights under the laws applicable in your country of residence.
1. Right of Withdrawal – 14 Days
You generally have 14 days from receipt of your order to notify us of your decision to withdraw from your purchase, without having to give a reason. If an order contains several items delivered separately, this period generally starts when the last item is received. Statutory exceptions may apply, particularly to clearly personalised goods.
2. How to Request a Return
To help us process your request, please use our contact form and include your order number and the items concerned. You may also clearly communicate your decision to withdraw by email to contact@artisanat-shop.com. A withdrawal notice sent within the statutory period is sufficient; no prior authorisation is required.
Our customer service team will provide a return address in France, instructions and an administrative return form to identify your parcel. This form is neither a shipping label nor a prepaid return label. Receiving it is not a condition for validly exercising your right of withdrawal.
3. Return Shipping and Costs
You must dispatch the items within 14 days of notifying us of your withdrawal. If you are simply changing your mind, the direct cost of return shipping is your responsibility, unless otherwise required by law or covered by a more favourable commercial offer. We recommend using a tracked delivery service and retaining proof of dispatch.
You may handle the items to the extent necessary to establish their nature, characteristics and functioning. A deduction for diminished value caused by excessive handling may be made where permitted by law. Missing original packaging does not automatically remove your right of withdrawal.
4. Refunds
Where the right of withdrawal is validly exercised, we refund the sums due within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the returned items or proof that you have sent them back, whichever occurs first. For withdrawal from an entire order, the original delivery charge is refunded up to the cost of the least expensive standard delivery method offered. Refunds are made using the original payment method unless you expressly agree to another method at no additional cost to you.
5. Size Exchanges – 30 Days
In addition to your statutory rights, we offer voluntary size exchanges, subject to availability, for requests made within 30 days of receipt. Contact us via the contact form to receive the administrative return form and the return address in France. The item must be in a condition suitable for resale.
The cost of returning the original item is your responsibility; the first shipment of the replacement item is free of charge. This voluntary exchange policy does not restrict your statutory rights of withdrawal or warranty.
6. Damaged, Defective or Non-Conforming Products
If a product arrives damaged, is defective or does not conform to your order, please contact us with your order number and, if possible, photographs. Applicable statutory warranties apply independently of the return conditions for a change of mind. Costs necessary to bring goods into conformity are covered in accordance with applicable law.
7. Contact Us
Seller: Artisanly OÜ, Järvevana tee 9, Kesklinna linnaosa, 10125 Tallinn, Estonia.
Contact: Contact form · contact@artisanat-shop.com · +33 1 85 09 42 37.
8. Sample Withdrawal Notice
“I hereby notify you of my decision to withdraw from order no. [number], received on [date], concerning [items]. Name: [name]. Contact details: [address / email]. Date: [date].”
