The goods travel at the risk of the Purchaser. However, shipping costs include insurance against theft, damage and loss (the maximum amount of insurance reimbursement varies by carrier).
Consequently, and in any case, before accepting your delivery, please check the status of your parcel.
In case of anomaly, refuse the package and indicate on the delivery note the reasons for refusal by listing the problems found, otherwise, no claim will be possible
Do not let the deliveryman dictate your conduct or the elements to be included on the delivery note.
Limit yourself to indicate the damage observed, avoiding information that could show you the delivery driver as "intact packaging" or any other words that can exclude their liability.
Finally the reservation "subject to unpacking" is not valid and can not be taken into account.
Soin-et-nature.com avoids the hassle and wasted time associated with parcour incidents in the event of
- Broken (s) or damaged (s) article (s)
- Article (s) not conform (s) to order
- Undelivered parcel (s)
- Defective article (s)
The site supports www.soin-et-nature.com refund, exchange or return of items *!
The www.soin-et-nature.com website sets up the carrier insurance to ensure a safe purchase for all Buyers:
- Full support of claims that may occur during the delivery or the commissioning of the order,
- Fast processing of the file in case of dispute,
- Suitable and advantageous solution for the Buyer.
The carrier insurance is available at time of order, Buyers residents in France.
Subscription to the insurance is done after having read the following conditions. The Member must keep the Soin et Nature invoice attesting to payment of carrier insurance. The subscription only insures one order at a time.
The Buyer must verify the completeness of the package upon receipt, at home or in a collection point and absolutely make specific reservations with the delivery driver. Carrier insurance does not in any way waive the package verification obligations.
As soon as reservations are issued, the Buyer is required to notify the Soin et Nature team within 72 hours, via the customer support interface or directly by telephone on 04 68 54 62 31 Monday to Friday from 9 a.m. to 12:30 p.m.
Soin et Nature will open a claim procedure. Buyer agrees to provide pictures of the package and damaged items.
Upon receipt of required documents,Soin et Nature will return to the Buyer within 72 hours.
Soin et Nature replaces (1), established a credit or refund the product.
In the event of receipt of a package or product that does not correspond to the order or the description of the website, the Buyer is required to notify customer service within 72 hours.
Upon receipt of the complaint, the Soin et Nature team will carry out the usual checks to determine the causes of the inconvenience. Once the conclusion has been received, the Soin et Nature team will get back to the Buyer within a maximum of 72 working hours.
(1) In the event that the product is not immediately available in stock, restocking from the supplier will result in an additional delay informed by customer service when choosing compensation method.
If the Buyer notices that the parcel was not delivered, he will need to contact the Soin et Nature customer service.
Soin et Nature will open an investigation with the carrier and invite the Buyer to question their closest neighbors to find out if any of them would have received it for them.
In the event that the package cannot be found, Soin et Nature will send again the same order as originally purchased free of charge and as quickly as possible.
As postal tracking can only be verified during the 30 days following receipt, any complaints regarding non-receipt of packages must be made within 30 days following shipment. After this period, no complaints will be taken into account.
Soin et Nature forwards (1), established a credit or refund the order (2).
Customer details are not modified by the Soin et Nature shipping service unless request from the latter.
If the carrier is unable to deliver the package to the address indicated when ordering if this was incorrectly entered by the Buyer, the package will be returned to Soin et Nature. Customer service will immediately contact the Buyer by email upon receipt of the returned package to inform them.
(1) In the event that the product is not immediately available in stock, restocking from the supplier will result in an additional delay informed by customer service when choosing compensation method.
(2) In the event that the package returns to the premises of Soin et Nature, the reshipment of the package will be at the customer's expense. In the event of a credit or refund, these will be deducted from the shipping costs.
Soin et Nature replace the product. Upon receipt of a defective product, Buyer must make its claim within 7 days of receipt of the goods.
After receiving information on the type of problem encountered, the service department will provide a return label to the customer.
Products must be returned within seven working days from the receipt of the return voucher.
Upon receipt of the defective item by the Return Service, the exchange of the merchandise will be scheduled as soon as possible.
Soin et Nature undertakes to exchange any defective product for which the date of receipt does not exceed 7 days.
In accordance with article L121-21 of the Consumer Code, the Buyer has a period of 14 days from the date of receipt of the order, to return, at his own expense, the products ordered, for reimbursement.
The Buyer must keep Soin-et-Nature.com informed, and the return can only be made after the latter's agreement and allocation of a returns number to be written on the packaging.
The products must be returned to Soin-et-nature.com in perfect resalable condition, in their original condition (packaging, accessories, instructions, etc.), duly sealed, and accompanied by the invoice corresponding to the purchase.
Any product that is incomplete, damaged, or whose original packaging has been damaged will not be refunded or exchanged.
The guarantee limit is set at the purchase value, all taxes included, of the damaged items on the date of the loss. This value cannot exceed the initial purchase value of the damaged items, all taxes included.
Article Exchange will not be valid if:
- The damages are due to the opening and modifying the content of the article and the failures resulting from the modification of the original features of the product,
- Damage occurred during the installation or assembly of the product.
- Damage caused to the external parts of the guaranteed product does not affect its proper functioning, such as, for example, scratches, chips, scrapes, etc.
- The damage resulting from non-compliance with operating and maintenance instructions in the product documentation.
For questions concerning the conditions for application of this guarantee, the customer can write to Soin et Nature - Customer Service - 124 avenue Victor Dalbiez 6600 Perpignan or contact the team Soin et Nature by phone 04 68546231 Monday Saturday from 9:00 to 12h30.
