Refund Policy

1. Return Period

  • You have 14 working days from the receipt of your order to return an item for exchange, refund, or a gift card request.

  • Exception for holiday season: For orders placed in November and December for Christmas gifts, I can accept returns for exchange or refund even after the 14-working-day period to allow for fittings after the holidays.

2. Return Conditions

  • The product must be returned in its original condition, along with all accessories, manuals, or original packaging.

  • Incomplete, damaged, or soiled products will not be accepted.

3. Return Procedure

To make a return, please follow these steps:

  1. Contact me:

Send an email to contact@pilou-pilou-store.fr to inform me of your return request. Please include your order number, the product concerned, and the reason for the return. You can also contact me at the following number: currently being assigned. All contact information is available here: contact page.

  1. Return Label Creation:

Upon receipt of your request, I will provide you with a Mondial Relay return label. You can print it at home and attach it to the package. My response time is usually 48 hours. However, this may be slightly longer during the holiday season due to very high demand in customer service.

  1. Drop-off at a Parcel Point:

Drop off the package at a Mondial Relay point near you. You can find the nearest parcel point by visiting the Mondial Relay website: https://www.mondialrelay.fr/trouver-le-point-relais-le-plus-proche/.

4. Refund or Exchange

  • Refunds will be processed within 30 days of receipt of the returned product, or sooner upon request with proof of shipment. The average refund period is about ten days.

  • Early refund: I can issue the refund as soon as the package is handed over to Mondial Relay (before it arrives at my supplier).

  • If you prefer an exchange or a gift card, please let me know in your initial request.

5. Return Shipping Costs

Return shipping costs are fully covered by me, thanks to the free Mondial Relay return label provided.

6. Legal Guarantees

In accordance with the Consumer Code, your purchases benefit from legal guarantees:

  • Legal Guarantee of Conformity (article L. 217-4 and following of the Consumer Code): You can request repair, replacement, or refund of a non-conforming product.

  • Guarantee against Hidden Defects (articles 1641 and following of the Civil Code): You can request a refund if the product has a defect that makes its use impossible.

7. Commitment

I am committed to processing your return and refund requests as quickly as possible. My response time is generally 48 hours, however, this may extend to one week to 10 days depending on demand. Demand is very high during the Christmas holidays, please excuse me in advance. Hiring staff to support me in customer service is a project for the coming years. In case of resale of the company, I will submit this idea to the next acquirer. Your satisfaction is my priority, and I remain available to answer all your questions or specific needs.

8. Contact

For any questions regarding a return, exchange, or refund, I can be reached via the following means:

  • Publishing Director and Owner: Paul Bonnard

  • Trade Name: BONNARD PAUL

  • Website Name: Pilou Pilou Store

  • Legal Form: Individual entrepreneur

  • Micro-enterprise: Yes

  • Address: 200 rue de la Croix Nivert, 75015, Paris, France

  • SIREN: 849866439

  • SIRET: 84986643900029

  • RCS: R.C.S. Ajaccio

  • APE/NAF Code: 4791B (specialized catalog distance selling)

  • Intra-community VAT number: - (Micro-enterprise) -

  • Company creation date: 30/03/2019

  • Email address: contact@pilou-pilou-store.fr

  • Phone number: currently being assigned

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