Here at AZ-boutique.fr, we are very concerned by the trust you place in our company every time you order, that is why we extend this withdrawal period to 15 clear days. If this period went to expire on a week end or on a public holiday, it will automatically be extended until the next worked day.

This period starts on the day you receive the order or, in case of a delivery via La Poste and if you are unable to receive the order, it will start 3 days after the day your order has been made available to your usual post office.

It is possible to return a product within the withdrawal period of 15 clear days if the product is still in its original package (all the protections, accessories, instructions, as well as the different elements of the packaging, labels included must be present).

We will proceed to the refund of the exact price you paid for the product(s) as soon as we receive the relevant product(s).

We reserve us the right to send back to you the products that have not been returned in their original package. We also reserve us the right to send back to you the products that have been unpackaged and/or returned to our company after the withdrawal period of 15 clear days. The return costs will be on your charge, except if the products are defective or incorrect.

This right applies for every products bought to “az-boutique.fr”, excepting CDs, DVDs, VHS, software that have been unsealed, as well as personalized, perishable or consumable products.

Products that are not damaged, defective or incorrect will not be replaced.

If you wish to cancel your order within the withdrawal period of 15 days, we invite you to follow the procedure described below, in the section “Authorizing a return”.

Attention ! The satisfied or reimbursed warranty do not apply to professional customers.

CUSTOM CAUTIONS :

In the case the physical aspect of the parcel seems “unusual”, or if you harbour any doubts about its condition, make sure to express every reserves you have on the carrier’s delivery order. These observations must be clear and precise enough. For instance, you must specify that the parcel is open, wet or damaged somewhere, that the products seem to have been damaged / broken during the shipping (broken glass noise), etc… Notes like “subject to damages” or “further inspection after unpacking” have no legal value because they are not precise enough.

In case of visible fault, like a damaged package, you can refuse the delivery and ask for its return. Nonetheless, on the supposition we wouldn’t state any damage to the products we reserve the right to add the costs of the new delivery to your invoice.

To avoid as much troubles as possible, AZ BOUTIQUE FRANCE advises you to unpack the parcels in the presence of the carrier. You must check the condition of the products, as well as the quantity delivered.

In case of shipping troubles, all the elements have to remain in the same state they were in when delivered, packaging included. Indeed, some carriers can proceed to an inspection of the parcel before taking it back.

THE PACEL I RECEIVED IS DAMAGED AND/OR ONE OR MORE PRODUCTS I ORDERED HAVE BEEN DAMAGED DURING TRANSPORTATION OR ARE MISSING(for this last eventuality, only if the parcel has been pierced or shows marks of opening or repackaging) :

In case of delivery by La Poste :

If you take delivery of a parcel sent via La Poste which contents has been damaged during the shipping, you have to take note of your doubts or observations on the carrier’s delivery order, and also fill in a “statement of deficiencies” in accordance with La Poste’s rules. Then, you have to send this form to our company, so that a full compensation procedure can be opened.

If you choose to refuse a parcel delivered by La Poste, you also have to express handwritten reserves on the carrier’s delivery order and ask him to return the parcel to our warehouse with the declaration of damage attached.

In case of delivery by another carrier :

If you accept the delivery provided by a carrier other than La Poste, or refuse it, you have to express “handwritten reserves” on the carrier’s delivery order. You also have to send a complaint by registered mail with acknowledgement of receipt to the carrier within the 3 working days following the delivery. This mail must imperatively contain and confirm the observations noted on the delivery order.

If possible, please attach to this mail pictures of the damaged parcel or products, as proof of your complaint.

You also have to inform our company by e-mail at service-client@az-boutique.frwith a copy of the mail sent to the shipping company as well as the corresponding mailing slip. It is also possible to send us these elements by mail at this address: AZ BOUTIQUE FRANCE – Customer service – Le Quartz, 170 route de Font de Cine – 06225 Vallauris Cedex (FRANCE).

ONE PART OR MORE OF THE PRODUCT I ORDERED ARE MISSING :

You can make your claim by phone at 09 51 91 91 09 (Cost of a non-surcharged call to Metropolitan France), from Monday to Friday, from 9am to 12am and from 2pm to 6pm, or by e-mail at service-client@az-boutique.fr (indicating your customer number, the order number as well as the justifications concerning your request). Another possibility is to fill in the form provided for this purpose available on the order’s recap, in the “Orders” section of your online customer account.

Please make sure to check that the products you ordered are complete when delivered, and that no accessories are missing. To be received, your complaint for a missing product or accessory has to be done to our Customer Service within the 2 worked days following the day of reception.

A PRODUCT I RECEIVED IS DEFECTIVE :

You can make your claim by phone at 09 51 91 91 09 (Cost of a non-surcharged call to Metropolitan France), from Monday to Friday, from 9am to 12am and from 2pm to 6pm, or by e-mail at service-client@az-boutique.fr (indicating your customer number, the order number as well as the justifications concerning your request). Another possibility is to fill in the form provided for this purpose available on the order’s recap, in the “Orders” section of your online customer account.

We invite you to make your claim within the 2 worked days following the day of reception. Then, we’ll be able to guide you through the procedure, in order to bring a fast solution to your problem. However, please take note that the products on sale on our website are covered by the manufacturers’ warranty.

The return of a product must be carried out in accordance with our indications.

ONE PRODUCT OR MORE THAT I ORDERED ARE INCORRECT OR ARE MISSING (for this last eventuality, only for parcels wearing no marks of opening or repackaging) :

We invite you to report to us any mistakes within the 2 worked days following the day of reception, so that we can fix the problem as soon as possible.

You can make your claim by phone at 09 51 91 91 09 (Cost of a non-surcharged call to Metropolitan France), from Monday to Friday, from 9am to 12am and from 2pm to 6pm, or by e-mail at service-client@az-boutique.fr (indicating your customer number, the order number as well as the justifications concerning your request). Another possibility is to fill in the form provided for this purpose available on the order’s recap, in the “Orders” section of your online customer account.

Once we receive this request, you will be assigned an exchange number for the relevant product(s) that we will give you either by e-mail, by fax or by phone.

The return of a product must be carried out in accordance with our indications.

THE PARCEL WAS DIRECTLY SENT TO ME

From time to time, it happens that we receive a gift we don’t like or that is of no use. Here at AZ-Boutique.fr, you are free to return us a gift you received within a period of 15 clear days, starting on the day you received the parcel or, in case of a delivery via La Poste and if you are unable to receive the parcel, starting 3 days after the day your order is available in your usual post office.

To be received, the product has to be sent back in its intact and complete original package (containing the totality of the protections, accessories, instructions, as well as the different elements of the packaging, labels included), and has to be in a perfect state for resale. Worn products or products with damaged packages will not be replaced or reimbursed.

Once the returned merchandises controlled, we will send a gift token AZ BOUTIQUE FRANCE (valid for a year) to the e-mail address you used to contact us. The amount of the gift token will be equal to the total amount of the products returned.

If you wish to return us one or several gifts, we invite you to contact us by phone at 09 51 91 91 09 (Cost of a non-surcharged call to Metropolitan France), from Monday to Friday, from 9am to 12am and from 2pm to 6pm, or by e-mail at service-client@az-boutique.fr (indicating your customer number, the order number as well as the justifications concerning your request). Please, do not forget to indicate the order number that can be found on the delivery order. We will do our best to meet your request as soon as possible.

THE GIFT WAS DIRECTLY GIVEN TO ME

If the gift has been handed personally to you and so you don’t have a delivery order or an order number, you can return us the gift if you are sure it was bought on our online shop.

Beforehand, we invite you to contact us by phone at 09 51 91 91 09 (Cost of a non-surcharged call to Metropolitan France), from Monday to Friday, from 9am to 12am and from 2pm to 6pm, or by e-mail at service-client@az-boutique.fr.

Then, we will ask you a few questions in order to find the relevant order. If we succeed in finding it and if it was delivered less than 15 clear days ago, we accept the return of the product in its original package. To be received, the product has to be sent back in its intact and complete original package (containing the totality of the protections, accessories, instructions, as well as the different elements of the packaging, labels included), and has to be in a perfect condition for resale. Worn products or products with damaged packages will not be replaced or reimbursed.

Once the returned merchandises controlled, we will send a gift voucher AZ BOUTIQUE FRANCE (valid for a year) to the e-mail address you used to contact us. The amount of the gift token will be equal to the total amount of the products returned.

DELAY

Refund requests will be taken into account only after reception in our warehouse of the items in their original packages, and only if the return complies with the rules listed previously on this page and in the Terms of Sale section. We promise to refund you within 30 clear days, starting on the day of reception

REFUND METHODS

The refund will be carried out either by directly crediting the credit card you used to order the relevant products, either by check if you paid by check or by bank transfer.

In the case of a refund request for a gift you received, no matter what the reasons for the return are, the refund will be carried out by gift token.

For an order totally or partially paid by gift token, the refund will be carried out totally or partially by gift token. If this was specifically asked by the customer, we can send him the refund in the form of a credit note.

REFUSAL

We reserve the right to refuse a refund request and to send back the items that have not been returned in their original package (with the totality of the protections, accessories, instructions, as well as the different elements of the packaging, labels included)

We will systematically refuse the refund for items returned after the period of 15 clear days following the day of reception, except if these products are defective or incorrect.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If you return an order as a result of a defective or damaged during shipping product, in accordance with our return conditions, or as a result of a mistake made by our company, we will take in charge the costs for the return delivery. The refund of these costs will be carried out either via a personalized return label, either by reimbursing you the amount you paid for the return delivery. In this last instance, you will have to provide a copy of the carrier’s bill, as well as the return delivery slip.

In any case, the refund for the return delivery will be limited to the total that was initially charged for the delivery of the relevant products. In the eventuality that the return concerns only a part of the order, the refund limitation will be calculated in the proportion of the initial order total weight.

Our team will make sure that the products are indeed incorrect, defective or damaged. In the case that our assessment will reveal that no mistakes were made by our company, we reserve the right to charge you for the total amount of the returned products and also for the total amount of the costs incurred during the return process..

RETURNED PRODUCTS IN ACCORDANCE WITH THE WARRANTY SATISFIED OR REIMBURSED

General principle

Except the orders delivered outside France and in the eventuality that you would like to cancel the totality or a part of your order within the withdrawal period of 10 days and that no mistakes have been made by our company, the refund will proceed as follow :

• If you don’t return the totality of your order, the refund will correspond to the total amount of the products returned as well as the relevant delivery costs, within the limit of the amount that would have been charged if the cheapest shipping method would have been chosen ;
• If you return the order in its totality, you will be refund for the total amount of the delivery costs, within the limit of the amount that would have been charged if the cheapest shipping method would have been chosen ;
• If we pick up an item to your place, we reserve the right to charge you for the incurred costs ;
• If you use one of our personalized return labels, its cost will be deducted of the total refund ;

We do not refund the gift wrapping costs or the costs incurred for the delivery return; these costs are at the customer’s charge. Likewise, the other services you may have subscribed to for this order will not be refund, except if our company made a mistake on the delivered product, or if this one is damaged or defective.

Concerning the orders delivered outside France, the shipping costs paid by the customer will not be refundable.