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Refund Policy

Refund and Returns Policy - POUPOU SHOP

 

At POUPOU SHOP, your satisfaction is our top priority. If, for any reason, you are not completely satisfied with your order, we are here to help you with a simple and quick return and exchange process.

 

1. Withdrawal and Return Period

 

In accordance with French distance selling law, you have a period of 14 calendar days from the date of receipt of your order to exercise your right of withdrawal and initiate a return or exchange. Beyond this legal deadline, we unfortunately cannot accept your request, except in the case of a proven defect in the item.

 

2. Eligibility Conditions for a Return or Exchange

 

For an item to be eligible for a return or exchange, it must meet the following conditions:

  • The item must be unused, unwashed, and in the same condition as when you received it.

  • It must be returned in its complete original packaging, with all labels and accessories included.

  • The item must show no signs of wear, damage, alteration, or dirt.

  • Note concerning items on sale or promotion: In accordance with the law, the 14-day right of withdrawal also applies to items on sale or promotion, if they meet the eligibility conditions above.

 

3. Return or Exchange Process (Step-by-Step)

 

To initiate a return or exchange, please follow these steps:

  • Contact our Customer Service: Send an email to poupou.shopy@gmail.com within 14 days of receiving your order. In your email, please include:

    • Your order number.

    • The name(s) or reference(s) of the item(s) you wish to return or exchange.

    • The reason for the return (e.g., incorrect size, defective item, does not meet expectations, etc.).

    • Whether you want a refund, an exchange (and which item/size you desire), or a store credit.

  • Receive Return Instructions: After reviewing your request, we will send you a prepaid return label and detailed instructions on how to send your package back to us.

  • Prepare the Package: Carefully pack the item in its original packaging. Enclose a copy of your invoice or order confirmation inside the package.

  • Ship the Return: Drop off your package at the designated location in our instructions (e.g., a drop-off point or a post office), using the prepaid return label we provided. You will not have to pay any upfront costs.

  • Confirmation of Receipt: We will notify you by email as soon as we have received and inspected your returned item.

 

4. Refunds

 

If your refund request is approved after inspection of the returned item, a credit will be automatically applied to your original method of payment (credit card, PayPal, etc.) within 5 to 10 business days from the date of return validation. Please note that bank processing times may vary and are beyond our control.

 

5. Exchanges and Store Credit

 

  • Exchange: If you have requested an exchange for a different size, color, or another item, the new item will be shipped to you after we have received and inspected the returned item. We will cover the shipping costs of the new item.

  • Store Credit: If you opt for a store credit, a voucher for the amount of the returned item will be issued to you by email after verification of the item. This voucher will be valid for 6 months on our store.

 

6. Return Shipping Fees

 

All returns and exchanges are free for our customers, whether they are made under the legal right of withdrawal or our commercial policy. We cover the return shipping costs by providing you with a prepaid return label.

 

7. Defective Item or Our Error

 

In the event that you receive a defective or damaged item, or if an error on our part occurred during the preparation of your order, please contact us immediately at poupou.shopy@gmail.com. We will cover all return and reshipment costs, and we will do what is necessary to correct the situation as quickly as possible.

 

8. Questions?

 

If you have any other questions about our refund and returns policy, do not hesitate to contact our customer service. We are here to help you!

  • Email: poupou.shopy@gmail.com

 

9. Additional Information

 

  • As a sole proprietor, POUPOU SHOP benefits from the VAT exemption scheme (Article 293 B of the French General Tax Code). Therefore, the prices displayed on our site are indicated without tax, and VAT is not applicable. These prices are accurate at the time of purchase.

  • We are committed to providing you with quality service, and we thank you for choosing us.