Clause 1: Right of Withdrawal
In accordance with the Consumer Rights Directive of the European Union, consumers are entitled to a ‘cooling-off period’ of 14 days. During this time, a consumer may return a product without providing any reason and without incurring any penalties.
To exercise the right of withdrawal, the consumer must inform the seller within 14 days of receipt of the goods. This communication must be made through an unequivocal statement, such as a letter sent by post, email, or through a withdrawal form provided by the seller, if available.
The goods must be returned to the seller no later than 14 days from the day on which the consumer communicated their decision to withdraw from the contract. The consumer will bear the direct cost of returning the goods unless the seller has agreed to bear them or if the seller failed to inform the consumer that they have to bear these costs.
Upon the receipt of the returned goods, or evidence that the goods have been sent back, the seller must refund all payments received from the consumer, including the costs of delivery (with the exception of supplementary costs resulting from the consumer’s choice of a type of delivery other than the least expensive type of standard delivery offered by the seller). The refund must be made without undue delay and not later than 14 days using the same means of payment used by the consumer in the initial transaction, unless expressly agreed otherwise.
Please note that the right of withdrawal does not apply to certain types of goods, such as custom-made items, perishable goods, or digital content not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and acknowledgment that they lose their right of withdrawal.
Clause 2: Conformity Guarantee for Defective Goods
Under the EU Consumer Sales Directive, consumers are protected against defective goods. If a product turns out to be defective or not as described, the consumer has the right to request a repair or replacement free of charge. If neither of these options is feasible, the consumer may then opt for an appropriate reduction in the price or have the contract rescinded with a full refund.
The seller is liable for any lack of conformity that becomes apparent within two years from the delivery of the goods. During this period, it is presumed that any defect which becomes apparent was present at the time of delivery unless proven otherwise.
The consumer must inform the seller of the lack of conformity within a period of two months from the date on which the defect was detected. Failure to notify within this timeframe may result in the consumer losing their right to the conformity guarantee.
It is important to note that this guarantee does not cover damage caused by misuse, negligence, or normal wear and tear. Additionally, the guarantee may not apply to goods purchased through private sales or at public auctions.
In the case of a lack of conformity, the consumer should return the product to the seller for assessment. The seller must then carry out the repair or replacement within a reasonable time and without causing significant inconvenience to the consumer.
If the consumer opts for a refund, the amount returned should reflect the value of the product at the time of the purchase, taking into account the use that the consumer has had of the goods since their delivery.
Clause 3: Exceptions to the Right of Withdrawal
While the Consumer Rights Directive of the European Union provides a broad right of withdrawal, there are specific exceptions where this right does not apply. These exceptions include:
Custom-made and Personalized Goods: Products that are made to the consumer’s specifications or are clearly personalized.
Perishable Goods: Items that are liable to deteriorate or expire rapidly.
Sealed Goods: Products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
Digital Content: If the delivery of digital content not supplied on a tangible medium has begun with the consumer’s prior express consent and acknowledgment that they thereby lose their right of withdrawal.
Services Fully Performed: If the services have been fully performed, and the performance has begun with the consumer’s express prior agreement and acknowledgment that they will lose their right of withdrawal once the contract has been fully performed by the trader.
Goods Tied to Fluctuations in the Financial Market: Products whose price is dependent on fluctuations in the financial market that the trader cannot control and that may occur within the withdrawal period.
Sealed Audio or Sealed Video Recordings or Sealed Computer Software: Which were unsealed by the consumer after delivery.
Newspapers, Periodicals, or Magazines: With the exception of subscription contracts for the supply of such publications.
Contracts Concluded at a Public Auction: Where the consumer has the opportunity to attend the auction in person.
Accommodation, Transport, Car Rental Services, Catering or Services Related to Leisure Activities: If the contract provides for a specific date or period of performance.
Clause 5: Refund
We are committed to processing refund requests promptly and efficiently. As part of our refund policy, we pledge to fully reimburse amounts owed upon receipt and verification of the refund request. We endeavor to handle each refund request in a timely and transparent manner, ensuring that our customers receive their refunds promptly. In accordance with this policy, all refunds will be issued no later than 30 days following receipt of the refund request.
Clause 6: Return Procedure:
To initiate a return, customers must follow these steps:
Contact our customer support team at support@romainhouse.fr to inform them of the intention to return the product.
Provide relevant order information, including order number, product details, and reason for return.
Customer support will provide instructions on how to proceed with the return, including any required forms or documentation.
Package the product securely, ensuring it is in its original condition with all accompanying accessories.
Ship the product back to the specified return address within the designated timeframe provided by customer support.
Once the returned product is received and inspected, the refund process will be initiated according to our refund policy.
Clause 7: Return Processing:
We ensure transparent handling of returns, taking into account different scenarios:
For defective products covered under our warranty, returns will be processed without any additional fees to the customer.
If the return falls within the 14-day withdrawal period, return shipping costs are the responsibility of the buyer.
Returns will be processed promptly upon receipt of the returned product. The exact time frame for processing may vary depending on the location to which the product is returned.
Clause 8: Legal Jurisdiction:
In the event of a dispute, the legal jurisdiction applicable is determined by the laws of France, with the Tribunal de Commerce in Paris (1 Quai de la Corse, 75004 Paris) serving as the designated court. It is important to note that legal recourse to the Tribunal de Commerce is considered a last resort, and both parties will endeavor to reach an amicable resolution through negotiation or mediation before pursuing litigation.