Refund policy

REFUND POLICY

1. WITHDRAWAL PERIOD

In accordance with Article L121-21-8 of the French Consumer Code, the right of withdrawal cannot be exercised for contracts concerning the supply of goods that, due to their nature, are likely to deteriorate or expire quickly or cannot be returned. This also applies to goods that are clearly personalized. For other products or services, and in accordance with Article L. 121-21 of the Consumer Code, the customer has 14 working days from the delivery date to withdraw and return the order for exchange or refund.

The consumer must bear the cost of returning the goods. The product must be returned in its original packaging, intact, and with all possible accessories, instruction manuals, and documentation. Exercising the right of withdrawal obliges the seller to refund the amounts paid by the buyer within 14 days from the date the professional is informed of the consumer's decision to withdraw.

You do not need to provide a reason for your decision. To exercise this right concerning your orders, simply send a completed withdrawal form or clearly express your request on paper or by email to our Distance Selling Service, specifying:

• Your name, surname, and customer reference if possible,
• Your address,
• Order references,
• Items you wish to exchange or be refunded.

2. COMPLAINTS

Maison NANA1807 is committed to exchanging or refunding any product with hidden defects or substantial faults in accordance with Article 1641 of the Civil Code and Articles L211-1 and following of the Consumer Code, or not meeting the quality expectations that our clients have the right to expect from our company, provided the complaint is made in good faith. According to the legislation, if the exchange evidently incurs excessive costs for Maison NANA1807, the company will refund the item.

Refunds are only due if no anomalies are found with the products. Returning an item visibly used or handled by the customer invalidates the right of withdrawal and will not lead to a refund. If this occurs, Maison NANA1807 reserves the right not to refund the customer.

The total amount of the order will be refunded within 14 days following the complaint, using the same method used by the customer at the time of ordering. You will receive a printable email or letter confirming the information and date of your refund.

The exchange of the concerned items will be completed within 14 days following the complaint. If these items are unavailable, they will be replaced with items of equal or higher quality and value in the same quantities. You will receive by mail or email a dispatch slip for the new items, as well as a pre-filled return slip covering the shipping costs according to the chosen carrier.