Refund policy
The information below reproduces Articles 7, 11.4 and 13 of our Terms and Conditions of Sale. The simplest way to withdraw is to use our online form.
Article 7: Right of withdrawal
7.1 Withdrawal period
In accordance with Article L.221-18 of the French Consumer Code and the annex to Article R.221-3 of that Code, the Customer has a withdrawal period of fourteen (14) days from the day on which the Customer, or a third party other than the carrier and designated by the Customer, takes physical possession of the good named in the Order Form (sales contract) or of the last good (contract covering several goods ordered by the consumer in a single order and delivered separately).
This fourteen (14) day period applies in the same way to Customers receiving delivery in Belgium, Spain and Italy.
7.2 How to exercise the right of withdrawal
The Customer may withdraw from this contract without giving any reason.
To exercise the right of withdrawal, you must notify us of your decision to withdraw from this contract by an unequivocal statement, using one of the following means:
- the online form: https://m-nuance.com/en/pages/droit-de-retractation;
- by email: celine@m-nuance.com;
- by post to the following address: M NUANCE, 42c chemin de But – 77100 Nanteuil-lès-Meaux, France.
Where the withdrawal period expires on a Saturday, a Sunday or a public holiday, it is extended until the end of the next working day.
To exercise the right of withdrawal, the Customer may also use the model withdrawal form appended to these Terms (Appendix), but this is not mandatory.
7.3 Effects of withdrawal
In accordance with the annex to Article R.221-3 of the French Consumer Code, if you withdraw from this contract, the Company will reimburse all payments received from you, including delivery charges (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by the Company), without undue delay and in any event no later than fourteen days from the day on which the Company is informed of your decision to withdraw from this contract.
The Company will make the refund using the same means of payment as you used for the initial transaction, unless you expressly agree otherwise.
In any event, this refund will not incur any costs for you.
The Company may withhold the refund until it has received the good or until you have supplied proof that you have sent the good back, whichever occurs first.
You must send the good back to the postal address of M NUANCE without undue delay and in any event no later than fourteen (14) days after you have communicated your decision to withdraw from this contract to the Company. This deadline is met if you send the good back before the fourteen (14) day period has expired.
You will have to bear the direct cost of returning the good, including for a return from Belgium, Spain or Italy. As mirrors are fragile pieces, we recommend that you send them back in their original packaging, with all its protective elements, and that you take out transport insurance.
In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for Products made to the Customer’s specifications or clearly personalised. You are only liable for any diminished value of the good resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the good.
Article 13: Refund arrangements
When exercising your right of withdrawal or the legal guarantees, or if the Company agrees to refund you, please send the parcel to the Company’s postal address:
M NUANCE, 42c chemin de But – 77100 Nanteuil-lès-Meaux, France.
As a reminder, Goods damaged by the Customer, incomplete Goods and Goods made to measure cannot be returned under the right of withdrawal.
Except when the legal guarantees are being exercised, return costs are borne by you.
We also strongly advise you to keep proof of return, as the Good travels under the Customer’s responsibility until the Company receives it.
Legal guarantees
The consumer has a period of two years from delivery of the good to invoke the legal guarantee of conformity if a lack of conformity appears. During this period, the consumer only has to establish the existence of the lack of conformity, not the date on which it appeared.
The legal guarantee of conformity entitles the consumer to have the good repaired or replaced within thirty days of the request, free of charge and without significant inconvenience.
If the good is repaired under the legal guarantee of conformity, the consumer benefits from a six-month extension of the initial guarantee.
If the consumer requests repair of the good but the seller imposes replacement, the legal guarantee of conformity is renewed for a period of two years from the date the good is replaced.
The consumer may obtain a reduction in the purchase price while keeping the good, or terminate the contract and obtain a full refund in exchange for returning the good, if:
- the seller refuses to repair or replace the good;
- the repair or replacement takes place after a period of thirty days;
- the repair or replacement causes the consumer significant inconvenience, in particular where the consumer definitively bears the cost of taking back or removing the non-conforming good, or bears the cost of installing the repaired or replacement good;
- the lack of conformity persists despite the seller’s unsuccessful attempt to bring the good into conformity.
The consumer is also entitled to a price reduction or to termination of the contract where the lack of conformity is so serious that it justifies an immediate price reduction or termination. In that case the consumer is not required to request repair or replacement first.
The consumer is not entitled to terminate the sale if the lack of conformity is minor.
Any period during which the good is unavailable for repair or replacement suspends the remaining guarantee period until the repaired good is delivered.
The rights mentioned above result from the application of Articles L. 217-1 to L. 217-32 of the French Consumer Code.
A seller who obstructs the legal guarantee of conformity in bad faith is liable to a civil fine of up to €300,000, which may be increased to 10% of average annual turnover (Article L. 241-5 of the French Consumer Code).
The consumer also benefits from the legal guarantee against hidden defects under Articles 1641 to 1649 of the French Civil Code, for a period of two years from discovery of the defect. This guarantee entitles the consumer to a price reduction if the good is kept, or to a full refund in exchange for returning the good.