Returns procedure

1. Description of the right to withdraw

Pursuant to Article L.121-20-12 of the French Consumer Code, as a Customer, you are entitled to a cooling-off period of  14 calendar days from receipt of the products, during which you can return the products you have ordered. You do not have to provide any reason for exercising your right of withdrawal. Refunds will be made by any means of payment at the earliest opportunity and no later than 14 days from the date on which you exercised this right

2. Returns procedure

Please contact our sales department by e-mail prior to any return, at the following address, so that we can notify you by e-mail of the returns procedure, including the address to which the product must be returned.

The return shipping costs are exclusively at your expense. The cost is that of a postal package shipment franked to the weight of the package with proof of deposit and delivery without signature for packages under 30 kilos. The customer may be free to choose another carrier, depending on the nature of the returned product.

Returned products must clearly show the order number and the name of the purchaser. Returns can only be accepted if they are made within 14 calendar days following the date of receipt of the products, as evidenced by the date of dispatch. Returned products must be in an unused and resellable condition, put back in their original boxes and placed inside the transport box with their protective wrapping.

Exercise of the right of withdrawal entitles you to a refund, excluding packaging and transport costs, by any means of payment at the earliest opportunity and no later than 14 days from the date of return of the products.

3. Reasons for return

In the event of any defects noted on delivery of the item (broken, chipped or a damaged package), you must imperatively, on the day of receipt, make a clear note of the reservations on the delivery slip, in the presence of the delivery person, and inform LA ROCHÈRE of the situation by email to contact.client@larochere.netand then, within 3 days following the delivery date, send a registered letter with acknowledgement of receipt to both the logistics service provider and LA ROCHÈRE. If you find upon delivery that the items delivered do not match your order, you must inform LA ROCHÈRE by email on the day of delivery or at the latest on the first working day following delivery at the following address and then, where applicable, return the items.

4. Exceptions to the right to withdraw

The right to withdraw does not apply to the following products and services:

  • Products made according to the customer's specifications or clearly personalised.
  • Products that are likely to deteriorate or expire quickly. 
  • Sensitive products for reasons of hygiene and health and safety.

5. Downloadable returns form

Return form to download