Product availability and backorders
When a product is temporarily out of stock for a period of less than 7 working days, soin-et-nature.com may decide to delay shipment of the order until that time.
If product unavailability extends shipment beyond 7 working days, the customer will be contacted by telephone or e-mail.
The customer will then have the choice between cancelling the order, setting a new delivery date, or selecting a replacement product.
If a product is definitively unavailable, the customer has the option of receiving a credit note, a refund, or exchanging the unavailable product for another of equivalent value.
Delivery of defective products
In the event of delivery of a defective product or one that does not conform to the order, the Buyer must make a claim within 72 hours of signing the delivery slip. In this case, Soin et Nature will cover the cost of returning the product.
The complaint must be sent by letter, email or via the contact form on Soin-et-nature.com. It must contain :
- The Buyer's contact details.
- Order reference.
- Product references.
- The reasons for the complaint.
- 2 or 3 photos demonstrating the problem.
The product must be returned within seven working days of Soin-et-nature.com customer service obtaining a return number. If this procedure is not followed, no exchange or refund will be made.
Products for exchange or refund must be returned in their original condition, including packaging, all product components and accessories.
Any risk associated with the return of the product shall be borne by the Buyer.
If the specified procedure and deadlines are not respected, no claim for non-conformity or apparent defect of the delivered products will be accepted, these being deemed to be in conformity and free from any apparent defect.
Right of withdrawal
The Buyer has a period of 14 days from receipt of the products to return them at his/her expense for a refund.
It is necessary for the Buyer to inform Soin-et-nature.com of his/her intention to return a product via the contact form.
The return can only be made with the prior agreement of Soin-et-nature.com, which will provide a return number that must be affixed to the packaging.
Products must be returned to Soin-et-nature.com in perfect condition for resale, in their original condition (packaging, accessories, instructions, etc.), sealed and accompanied by the purchase invoice.
If the product includes a warranty sheet or other documents, these do not need to be completed for the right of withdrawal to be valid.
Products returned incomplete, damaged or in damaged packaging will not be refunded or exchanged.
The exercise of the right of withdrawal by the buyer may lead :
- Either a refund using the same payment method as for the original purchase.
- Or a voucher for use on Soin-et-nature.com.
Return shipping costs are the responsibility of the customer.
General refund conditions
Any reimbursement made by www.soin-et-nature.com will be in the form of a voucher to be used on the site. When the voucher is issued, Soin-et-nature.com will send an email to the customer specifying :
- The voucher's validity period, set at one year.
- Whether the purchaser has the option of converting the voucher into a cash refund.
- The value of the voucher.
If the voucher is only partially used, the balance will remain available to the customer, according to the original terms of the credit.
A voucher is considered used as soon as part of its value is spent or a request for conversion to a refund is made.
By using this voucher, the consumer undertakes not to lodge any claim or dispute concerning this transaction with his bank or any other institution.
The consumer acknowledges that failure to comply with this undertaking may render him/her liable for repayment of the amount wrongly collected, in addition to possible damages claimed by www.soin-et-nature.com.
