Refund policy
Return and refund policy
1. Right of withdrawal
In accordance with articles L221-18 and following of the Consumer Code, the customer has a period of 14 days from receipt of their order to exercise their right of withdrawal, without having to justify reasons or pay penalties.
To exercise this right, the customer must notify his decision of withdrawal in writing (email or letter), specifying the order number and the products concerned.
After validation of the request, the customer has an additional 14 days to return the product(s), at his expense, in their original and complete state (packaging, accessories, instructions, protections).
2. Return conditions
The products must be returned in a condition allowing them to be put back on sale.
In accordance with the law, the customer may be held liable in case of depreciation of the product resulting from manipulations other than those necessary to verify its nature, characteristics and proper functioning.
In this case, a proportionate discount may be applied at the time of reimbursement.
The return costs are the responsibility of the customer, except in case of error on our part or defective or damaged product upon receipt.
3. Products not eligible for returns
In accordance with article L221-28 of the Consumer Code, the right of withdrawal does not apply for:
- Personalized or made-to-order products;
- The finished creations;
- Second-hand products;
- Dematerialized, non-refundable gift cards;
- Sealed products that cannot be returned for hygiene or safety reasons (e.g. aerosol, flammable products)
4. Reimbursement
After receipt and verification of the returned products, the refund will be made within a maximum period of 14 days.
The initial delivery costs corresponding to the standard method proposed during the order are reimbursed only if the customer exercises their right of withdrawal.
The return costs are the responsibility of the customer, except in case of defective product, damaged upon receipt or error on our part.
The refund will be made via the same payment method used during the order, unless otherwise agreed.
5. Defective products or order error
In case of receipt of a defective product, damaged or non-compliant with the order, the customer is invited to contact customer service as soon as possible, ideally within 48 hours of receipt, providing photos of the package and the product.
After verification, a replacement or full refund including delivery costs will be offered. The return costs for returning the product will be borne by us.
6. Contact
For any return request or question related to this policy, the customer can contact us at:
📧 contact@modelhorseshop.fr
📦 49 rue Fernand Jaffiol 10150 Pont-Sainte-Marie
