Politique de remboursement

1. Thirty-Day Voluntary Return Policy

In addition to the legal withdrawal right described below, we accept eligible return requests made within 30 calendar days after delivery. The product must be unused, unwashed, uninstalled and in substantially the same condition as received, with all parts, manuals, accessories, safety seals and original packaging reasonably intact. Handling that is necessary to inspect the nature, characteristics and functioning of a product is permitted under the statutory withdrawal rules, but the customer may be responsible for diminished value caused by handling beyond what would normally be allowed in a physical shop.

2. French and EU Right of Withdrawal

A consumer purchasing at a distance generally has 14 calendar days from receipt of the goods to notify us of a decision to withdraw without giving a reason. For an order delivered in several parcels, the period generally runs from receipt of the final item or final parcel. To exercise this right, send an unambiguous statement to info@cookinstores.shop before the deadline. You may write: ‘I hereby withdraw from my contract for the purchase of [identify product and order number], ordered on [order date] and received on [delivery date].’ Include your name and the email used for the order.

After notifying us, return the goods no later than 14 calendar days after sending the withdrawal notice. We will provide return instructions and the correct return destination. Do not send a parcel to an address found on a shipping label or to a carrier depot unless we have confirmed that address for returns.

3. Return Shipping Costs

For a change-of-mind return or statutory withdrawal, the customer bears the direct cost of returning the goods unless cookinstores.shop expressly agrees otherwise or failed to provide legally required information about that cost. For defective, damaged, incorrect or non-conforming goods, cookinstores.shop will provide an appropriate prepaid return method or reimburse reasonable, authorised return costs. Contact us before paying for return shipping.

4. Goods Excluded From Change-of-Mind Withdrawal

Where permitted by law, the withdrawal right and voluntary change-of-mind return may not apply to:

Goods made to the consumer’s specifications or clearly personalised.

Sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed, where the legal exception applies.

Goods that, after delivery, become inseparably mixed with other items.

Digital content not supplied on a tangible medium after performance has begun with the consumer’s prior express consent and acknowledgement, where applicable.

Gift cards or other items that cannot lawfully be returned, except where mandatory rights apply.

An exclusion for change of mind does not remove rights relating to goods that are faulty, damaged, unsafe, incorrectly supplied or not in conformity with the contract.

5. Damaged, Incorrect or Missing Items

Inspect the order promptly after delivery. If an item arrives damaged, incomplete or incorrect, contact info@cookinstores.shop as soon as reasonably possible and preferably within 48 hours so that carrier evidence can be preserved. Include the order number and clear photographs of the parcel, shipping label, protective packaging and item. The 48-hour request is an administrative preference only and does not shorten statutory guarantee periods.

6. Legal Guarantee of Conformity

Products must conform to the contract, their description and the use normally expected of comparable goods. Under the French legal guarantee of conformity, qualifying defects that appear within the statutory period may entitle the consumer to repair or replacement, normally without charge and without significant inconvenience. Where repair or replacement is impossible, disproportionate, refused, delayed beyond the legal conditions or causes major inconvenience, the consumer may be entitled to a price reduction or termination of the contract. The legal guarantee is separate from any manufacturer or commercial warranty.

The legal conformity framework generally protects consumers for two years from delivery of goods, subject to the rules applicable to the product and the transaction. Consumers may also have rights under the French legal guarantee against hidden defects. No commercial policy in this document replaces or restricts those guarantees.

7. Return Authorisation and Packing

Email info@cookinstores.shop with the order number, item, quantity and reason for return.

Wait for return instructions and the confirmed return address.

Pack the item securely with all included parts. Use appropriate protective packaging for glass, ceramic, blades and electrical products.

Use a trackable service and retain proof of posting when return shipping is your responsibility.

Do not place a return label directly on retail packaging if an outer parcel can reasonably be used.

8. Refund Timing and Method

For a valid statutory withdrawal, we will reimburse payments received for the returned goods, including the least expensive standard delivery charge offered for the order where required by law. Because standard delivery is free, no outbound standard delivery amount is normally payable. We may withhold reimbursement until the goods are received or until the customer supplies evidence of dispatch, whichever occurs first, where the law permits.

Refunds are issued using the original payment method unless the consumer expressly agrees otherwise and incurs no fee as a result. The statutory reimbursement deadline is generally 14 days from the date we are informed of a valid withdrawal, subject to the lawful withholding described above. Bank and payment-provider processing may add several business days after we issue the refund.

9. Partial Refunds and Diminished Value

A deduction may be made only where legally permitted, for loss in value resulting from handling beyond what was necessary to establish the product’s nature, characteristics and functioning. Missing components, installation, food residue, washing, visible wear, damage caused after delivery or unsafe return packing may affect the refundable amount. We will explain any deduction and the evidence supporting it.

10. Exchanges, Cancellations and Refused Parcels

We do not guarantee direct exchanges. The usual method is to return the eligible item and place a new order. Cancellation requests should be sent immediately, but an order may enter processing before the request is received. Refusing delivery does not automatically complete a lawful withdrawal and may cause delays or additional carrier costs; contact us first whenever possible.

11. Contact

All return and refund requests must be sent to info@cookinstores.shop. Include the order number. We will never require a customer to accept store credit instead of a refund where the law requires reimbursement by the original payment method.