Returns, faults and warranty

You may return an item on a change of mind within 7 days of delivery. After that, you can still write to us, and the request is examined case by case.

For a change of mind, the item must be a standard design, unused, complete and in its original packaging, with the order number. The transport of that return is yours to pay; we give you the address before you send it. On a change of mind, we do not take back:

• products printed with your logo or personalised for you: they are made to order and cannot go back on sale;
• opened or partly used consumables, for hygiene and conformity reasons;
• marking tools (stamps, plates) once inked or engraved to your design.

This change-of-mind window is a commercial commitment of ours. It adds to your rights for faulty items and to the legal warranty described below, and limits neither. The conditions in this section (a standard design, unopened, unused, in its packaging; logo-printed products, opened consumables and inked tools excluded) apply only to a change of mind.

If the item you receive is faulty, or is not what you ordered, you may refuse it at the door, or send it back to us in its original packaging within four (4) working days of delivery, telling us why. Return costs are ours. We then deliver the right item, repair it, exchange it or refund you within fifteen (15) days. This applies even if you opened the packaging to find the fault. (Law no. 18-05 of 10 May 2018 on e-commerce, article 23.)

This also covers a product printed with your logo: a printing fault or a mistake of ours is taken back at our cost.

The appliances, instruments and tools we sell carry the legal warranty by right (Law no. 09-03 of 25 February 2009 on consumer protection and fraud prevention, article 13; Executive Decree no. 13-327 of 26 September 2013). Its length is shown on each product’s page: at least six (6) months, and twelve (12) months for the categories the regulations set at twelve months, such as measuring devices, portable electric tools, and batteries and accumulators. It runs from delivery. If a fault appears during that period, we repair the item, replace it or refund you at no cost to you: transport both ways is ours. We carry out the warranty within thirty (30) days of your report. After a repair, the warranty is extended by at least thirty (30) days. Within ten (10) days, and at our cost, we may propose that we examine the fault together. No clause can reduce or remove this warranty.

Within 7 days of delivery, make your request from your order’s tracking page (reason “faulty”). After that, and for as long as the warranty runs, write to us from the Contact page, by WhatsApp, by phone or by e-mail, with your order number: a report in writing, or made by any other means, is valid. Keep the item and, if you can, send us a photo of the fault. We arrange collection and return delivery, at our cost.

• The online request starts from the order number and is confirmed by a one-time code; the order number alone is not enough.
• Give the lines concerned, the quantity, the reason (damaged, wrong item, missing, not as ordered, faulty, change of mind) and the remedy you want: exchange, replacement or refund.

Because you pay in cash on delivery, a refund is not a card reversal: it is made by hand, by CCP transfer or as a store voucher, once the returned product has arrived and been checked. The voucher is offered first; the final choice is yours.

The refund covers the product’s price. The original delivery fee is refunded when the fault is ours: a faulty, wrong, damaged or missing product, or one that is not what you ordered.

An exchange is possible when the item is in stock. Where our delivery partner offers exchange-on-delivery, the courier brings the new item and collects the old one in one visit; otherwise the exchange takes two shipments, and we tell you how long before we start it.

• Before dispatch, we call you to confirm the address, the contents and the amount.
• At delivery, you may open the parcel and check the items in front of the courier, before you pay.
• After delivery, the return of a faulty item and the legal warranty are at our cost, transport included.