Money-back guarantee

With DEGRENNE, you benefit from a “Product return” procedure which allows you to send the items back that you may not be happy with. From the date of receipt of the ordered items, you can in certain cases return the item(s), firmly closed, in their original packaging, within the deadlines and according to the procedure referred to below.

Within what timeframe can I return the items?

For any ordered and delivered item, you have a cooling off period of 14 clear days to return the item. This period runs from the day following the receipt of your item. If the item ordered is unavailable, DEGRENNE may, with your consent, deliver a product to you with equivalent characteristics and price to that originally ordered. If in this case, you are not satisfied with the replacement item, you can exercise your right of rescission within the same period as that referred to in Case n°1. If, on delivery of the item, an anomaly is noticed (broken, chipped, damaged package), you must always, on the day of receipt, clearly write down on the delivery note, the voiced reservations, in the presence of the delivery person; inform DEGRENNE of the situation by email to sav@degrenne.fr and then send a LRAR (Registered Letter with Acknowledgment of Receipt) to the logistics provider and to DEGRENNE within three (3) days of the delivery date. If you notice during delivery that the items delivered do not comply with your order, you must, on the same day of delivery or no later than the first working day following delivery, inform DEGRENNE by email at sav@degrenne.fr of this non-compliance and, if necessary, then return the item.

What is the procedure to follow to return items?

You inform DEGRENNE by email at sav@degrenne.fr that you wish to return items within the time limit depending on your situation. If the return is not possible given your situation, DEGRENNE will inform you by email. If the return is possible a file number and a form will be sent to you by email. You return the new items (in perfect condition and with their labels), firmly closed, in their original packaging, with the return form ON the package, to the return address given on the form. DEGRENNE will inform you when they receive the package and agrees to reimburse the returned items within 14 days from the date of receipt.

In what circumstances will I be reimbursed the costs for returning the items?

Package returned without having been opened: package refund + possible shipping costs.
Product returned due to customer's decision: product refund and return costs borne by the customer
Product returned if the company is responsible: refund of product, shipping and return costs.