RETURN AND REFUND POLICY
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1. SCOPE
This Policy governs the operational procedures regarding returns, refunds, exchanges, and commercial returns of products purchased on zerotracce.com.
It does not in any way limit the right of withdrawal or the legal guarantee of conformity provided by law.
2. RIGHT OF WITHDRAWAL
The Consumer has the right of withdrawal within 14 days of delivery, according to the conditions provided by applicable law.
For details, please consult the "Right of Withdrawal" page.
3. HOW TO REQUEST A RETURN
Before making a return, the Customer must contact:
sirius.amerion@gmail.com
Indicating:
- order number;
- first and last name;
- product concerned;
- reason for the request, if applicable;
- photographs, if required to verify damage or a defect.
4. RETURN ADDRESS
Unless otherwise instructed by customer service:
SiriuS
15 rue des Bouleau
18330 Neuvy-sur-Barangeon
France
Do not send a return to an address other than the one provided by customer service when a specific return procedure is provided.
5. RETURN FOR CHANGE OF MIND
In the case of a simple change of mind within the legal withdrawal period, the direct cost of the return is normally borne by the Customer, unless otherwise indicated or provided by law.
6. INCORRECT PRODUCT
If the Customer receives a product different from the one ordered, they must contact customer service before returning it.
When the error is attributable to the Seller, appropriate measures will be taken to correct the situation.
7. DAMAGED PRODUCT
If the product arrives damaged, the Customer must contact customer service as soon as reasonably possible and, where possible, provide photographs of the packaging and the product.
Failure to report immediately does not automatically result in the loss of the rights provided by law.
8. NON-CONFORMING PRODUCT
If the product exhibits a lack of conformity, the Customer may exercise the rights provided by the legal guarantee of conformity.
The Seller will evaluate the request according to applicable law.
9. REFUND
When a refund is due, it will be made according to the methods and terms provided by law.
10. OPENED PRODUCTS
Opening the packaging does not automatically result in the loss of the right of withdrawal.
The Consumer may handle the item to the extent necessary to establish its nature, characteristics, and functioning.
11. USED PRODUCTS
Using the product does not automatically eliminate the right of withdrawal.
However, the Consumer may be liable for any decrease in value resulting from handling exceeding what is necessary to verify the product, as provided by law.
12. FILTERS USED
For hygiene and safety reasons, the use of a filter or a consumable component may affect the ability to exercise certain forms of voluntary commercial returns.
This limitation does not prejudice the legal right of withdrawal or the rights derived from the legal guarantee of conformity.
13. ORIGINAL PACKAGING
For voluntary commercial returns, the original packaging and all accessories are requested, where reasonably possible.
This requirement does not limit the mandatory rights of the Consumer.
14. ACCESSORIES
When a product is returned, the accessories received with the product must also be returned, where applicable.
15. 30-DAY COMMERCIAL RETURN
In addition to the 14-day legal right of withdrawal, ZEROTRACCE may offer an additional commercial possibility to return within 30 days of delivery.
This possibility is in addition to the rights provided by law.
16. CONDITIONS OF THE 30-DAY COMMERCIAL RETURN
The 30-day commercial return is subject to the following conditions:
- the product must have been purchased via zerotracce.com;
- the request must be made within 30 days of delivery;
- the product must be returned with the accessories received;
- regarding products for continuous use, the filter must not have been used;
- where reasonably possible, the original packaging must be kept.
17. OPENED PRODUCTS
Within the scope of the 30-day commercial return, a product may be opened, provided that the other conditions of this policy are met.
18. COMMERCIAL RETURN REFUND
When the commercial return is approved, the Customer may obtain a refund according to the conditions communicated by customer service.
19. EXCHANGE
When available, the Seller may propose replacing the product with another equivalent or different product, with any necessary price adjustment.
20. STORE CREDIT
When agreed with the Customer, the Seller may propose credit usable on the Site.
21. RETURN COSTS
For change of mind, the direct cost of return is normally borne by the Customer.
For incorrect, defective, or non-conforming products, the Seller will handle the costs according to the law and the circumstances of the case.
22. RECEIPT OF RETURN
Upon receipt, the product may be checked to verify that it matches the order and that there is no damage attributable to handling exceeding that permitted.
23. PARTIAL REFUND
Any partial refund may be applied exclusively in cases permitted by law, for example, in the presence of a decrease in value attributable to the Customer in the exercise of the right of withdrawal.
24. LEGAL GUARANTEE
The legal guarantee of conformity is distinct from the right of withdrawal and the 30-day commercial return.
25. PROOF RETENTION
The Customer is invited to keep the order confirmation and the proof of shipment of the return.
26. MULTIPLE ORDERS
In the event of returning multiple products from the same order, the Customer must indicate which items they intend to return.
27. COURIER DELAYS
ZEROTRACCE cannot guarantee the courier's operational times for the transport of the return, but will reasonably cooperate in handling any anomalies.
28. UNAUTHORIZED RETURNS
A return sent without following the instructions received may require additional time for identification and processing.
29. CONTACT
Email:
sirius.amerion@gmail.com
30. OPERATIONAL ADDRESS
SiriuS
15 rue des Bouleau
18330 Neuvy-sur-Barangeon
France
31. CONSUMER RIGHTS
No provision of this policy limits the mandatory rights recognized to the Consumer by applicable law.