Politique de remboursement
1. Validity period for returns and exchanges
Return or exchange requests must be made within 30 days of product receipt. Beyond this period, no return or exchange request will be accepted.
2. Conditions for return and exchange
We accept returns and exchanges in the following cases:
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Appearance problem: damaged, broken product or missing parts.
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Quality problem: product with a defect affecting its use or functionality.
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Odor or noticeable color difference: product emitting an odor or having a color different from the description.
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Delivery error: product received not matching the order.
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Return or exchange without reason: subject to eligibility conditions.
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3. Return procedure
Contact our customer service by e-mail or phone, indicating the order number, proof of payment, reason for return, and attaching relevant photos or videos.
Our team will process your request immediately. If the return is approved, we will provide you with the return address.
You must return the product with the provided return label. Once the product is received and verified, the refund will be processed.
4. Exchange procedure
Contact our customer service by e-mail or phone, providing the order number, proof of payment, reason for exchange, and corresponding photos or videos.
After approval, we will provide you with the return address.
You must return the product with the provided label. After receipt and verification, the new product will be shipped within 1 to 3 business days according to our delivery policy.
5. Refund procedure
The refund will be processed within 1 to 3 days after confirmation, using the same payment method used (Visa, MasterCard). In case of delay, please contact us.
6. Shipping costs
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For products with a quality, appearance, odor, color difference problem or delivery error: return costs are at our expense.
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For returns without reason: costs are borne by the customer.
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7. Declaration of responsibility
We strive to ensure that all products meet description and quality standards. However, some items may have slight defects related to transport or storage. Returns and exchanges are limited to the situations mentioned above. Damage caused by incorrect or accidental use is not covered.
8. Return label
A return label is provided in the package. If you do not receive it, please contact us immediately.
9. Contact
For any questions or assistance, please contact our customer service using the following details:
Store name: Entreprise Carlos
Customer service number: +33 6 12 61 54 49
E-mail: info@entreprisecarlos.com
Address: 82, rue VANEAU, Paris, France, 75007 PARIS
Opening hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (Central European Time, CET)