Refund Policy
Our policy lasts for 14 days. If 14 days have passed since you received the product, we unfortunately cannot offer you a refund or exchange.
Requests for returns or refunds cannot be accepted when the error is on the part of the customer.
If you change your mind within 24 hours of placing your order during the week, we will refund you directly.
We only process orders 24 hours after they are placed to allow time to correct errors and address customer changes of mind. After this period, if the order has already been processed, we will no longer be able to issue a refund due to a change of mind.
To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging and returned at your expense to the address we will provide.
To process your return, we will verify that it is indeed your order using your order number and/or any information you used when placing your order. This will most likely be your email address.
To validate your return, there are two options. We can either acknowledge receipt of the package at the return address we provided, or you can send us proof via scan or photo that the return was made to the address provided. In the first case, the package must not be sent to the manufacturer's address. In the second case, a postal receipt or shipping label will be accepted.
We may ask you to wait for confirmation of receipt rather than sending us proof of return. This is because, as part of a refund request, an inspection of the package may be necessary. This inspection will take place before we process the refund, if applicable.
If you receive an item and say that it is in poor condition and you want a refund but refuse to send a photo of the item you received, you will obviously be asked to send the item to a specific address so that the item in your order can be inspected.
Once the package is received, a refund will only be issued (or not) after inspection. Indeed, after inspection, we may determine that the item is in good condition. We will notify you via photo and/or video, and in this case, we will refuse the refund.
This may seem like an excessive procedure. However, some people have been dishonest, and based on past experience, we can no longer take our customers at their word. We apologize for this and want you to know that we are doing our best for every return and refund request.
A €2 fee will be deducted per order for each refund. This is to cover the costs incurred by the payment platforms and processors.
In the event of a refund, once we have received and inspected the returned item, we will send you an email to confirm receipt. We will then also inform you of our decision regarding the approval or rejection of your refund request.
If your refund request is approved, it will be processed and a credit will automatically be applied to your credit card or original payment method within a certain timeframe. This timeframe is beyond our control. We will notify you as soon as the refund process begins on our end.
If your refund is late or not received, check your bank account first. Only then should you contact your credit card issuer. It's possible that there may be a delay before your refund is officially posted.
Next, contact your bank. There is a processing time required before a refund is displayed.
After these two steps, if you still haven't received your refund, please send an email to contact@echiquier-boutique.com . The customer service team will ask if you have completed both steps. If so, they will check the database.
We apologize for requesting these steps, but we want to give your requests our full attention. We lose a lot of time when a request isn't preceded by certain steps. We want to dedicate as much time as possible to the requests we receive.
In the case of discounted items, if there is a refund, the refund will be made on the price of the discounted item and therefore paid by the customer and not at the normal price.
For exchanges, we only replace items if they are defective or damaged. If this is the case, and you wish to exchange it for the same item, please send us an email to contact@echiquier-boutique.com .
For returned items, if they were shipped directly to you, you will receive a gift credit equal to the value of your return. Again, a gift certificate will only be emailed to you once we have received the item.
If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first to give it to you later, we will send a refund to the gift purchaser and they will be notified that you returned the item.
For returns, you will be responsible for paying both the original shipping costs and the return shipping costs. These shipping costs are non-refundable, and if you receive a refund, the original shipping and return costs will be deducted from it.
Depending on where you live, the time it takes to receive your exchanged product may obviously vary.
If you are shipping an item worth €30 or more, consider using a trackable or insured shipping service. We cannot guarantee that we will receive your returned item.