Refund policy

1. Right of Withdrawal

1.1. Right and Withdrawal Period

Under French and EU law, consumers have fourteen (14) days from the delivery date to exercise their right of withdrawal without giving reasons or incurring penalties, for an exchange or refund, provided that the Products are returned in their original packaging and in perfect condition within 14 days of notifying the seller.

1.2. Exercising the Right of Withdrawal

You may submit your withdrawal request by contacting our Customer Service or by using the withdrawal form provided in the annex of these General Terms of Sale.

1.3. Restrictions on the Right of Withdrawal

Under Article L. 221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for personalized Products, unless returned due to a defect.

1.4. Consequences of Withdrawal

In the case of withdrawal or non-compliance, you may return the Products for an exchange or refund under the conditions outlined in Article 11.

2. Return, Exchange, and Refund Policy

2.1. Via the website www.gguerin.com

2.1.a) Return Procedure

Under the right of withdrawal, Products must be returned in their original condition and packaging (unremoved protections, box and, if possible, shipping carton), along with the purchase invoice or a copy for partial returns.
Returns for refunds initially delivered in Metropolitan France are free. Returns for refunds initially delivered outside Metropolitan France are subject to a flat fee equivalent to the initial amount paid as delivery fees, which will be deducted from your refund.
Returns for exchanges are free of charge.
Returns must be made using our carrier and prepaid return labels within 14 days of your withdrawal notice. If the return is made via another carrier of your choice, we strongly recommend purchasing the insurance offered by your carrier. You will be solely responsible for the return of the Products. Germaine Guérin will not be liable in case of loss, shipment to an incorrect address, or delayed delivery of a Product you wish to return to the Site, as the risks associated with the transport you choose are entirely your responsibility.

2.1.b) Exchange

For exchanges, indicate the desired replacement Product(s) in the designated field.
To reserve an item, contact our Customer Service.
If the replacement item costs more, you will pay the difference via credit card. PayPal is not accepted for price differences.
If it costs less, the difference will be issued as a store credit (note: only the original purchaser may receive a refund).
Exchanges depend on stock availability and are processed within 72 business hours of receipt. Personalized Products cannot be exchanged.

2.1.c) Refunds

Refunds are processed within 72 business hours of receipt of the returned Product(s). You’ll receive confirmation by email.
Refunds, excluding initial shipping costs, are issued via the original payment method in the same currency.
Note that banks may take up to 10 business days to process refunds. Germaine Guérin cannot expedite this.
A fee, equivalent to the initial delivery fees or to a flat fee if refund is requested before shipment, will be deducted from all refunds for which the initial delivery took place outside Metropolitan France.

2.1.d) Gifts Ordered via the Site

Gift recipients can only exchange Products via the Site’s return process. Only the purchaser can request a refund (as only their account can be credited).
Gift recipients may only exchange for Products of equal or higher value (with the difference paid by the recipient). They must contact Customer Service.

2.1.e) Special Products and PayPal Orders

For exchanges involving PayPal payments, a credit/debit card will be required if the replacement costs more.
PayPal cannot be used to cover price differences.
If the replacement costs the same, no new payment is required.
Refunds for PayPal orders will be credited to the original PayPal account.