Politique de remboursement

Policy overview

This policy applies to consumer purchases made through houseofappliances.shop for delivery in France. It explains the statutory 14-day right of withdrawal, our return process, and remedies for damaged, incorrect, defective, or non-conforming goods. Nothing in this policy limits rights that cannot lawfully be excluded under French or European consumer law.

To start any return or claim, email info@houseofappliances.shop with the order number, the item concerned, and the reason for contact. Do not send a product to an unconfirmed address. We will provide return instructions and, where applicable, the correct return location and any carrier document required for the case.

Fourteen-day statutory right of withdrawal

A consumer may withdraw from a qualifying distance purchase without giving a reason within 14 calendar days. For a single item, the period begins on the day after the customer or a nominated third party other than the carrier physically receives it. For multiple goods delivered separately under one order, the period normally begins on the day after receipt of the last item.

To exercise this right, the customer must send an unambiguous withdrawal statement before the deadline to info@houseofappliances.shop. The message should identify the customer, order number, goods concerned, delivery date, and decision to withdraw. Merely refusing delivery or returning goods without a withdrawal statement may not be sufficient.

Model withdrawal statement

To: houseofappliances.shop, info@houseofappliances.shop
I hereby give notice that I withdraw from the contract for the sale of the following goods ordered through houseofappliances.shop. I will include my order number, the goods concerned, the order date, the delivery date, my name, and the date of this notice in my email.

Returning goods after withdrawal

After notifying us of withdrawal, the customer must send the goods back without undue delay and no later than 14 days after communicating the withdrawal. The return deadline is met if the goods are dispatched before that 14-day period expires.

Unless we agree to collect the item or mandatory law requires the seller to bear the cost, the customer bears the direct cost of returning goods under the change-of-mind right. Large or heavy appliances can be expensive to return; contact us before arranging transport. We will disclose or reasonably estimate non-standard return costs where required before purchase.

The customer is liable only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Inspection comparable to what would reasonably be permitted in a shop is generally acceptable. Installing, extensively operating, staining, damaging, modifying, or disposing of essential packaging may reduce value where this goes beyond necessary inspection.

Condition and safe preparation

Where reasonably possible, return the product with its manuals, accessories, removable parts, safety fittings, and original protective packaging. Original packaging is strongly recommended for fragile or heavy appliances because unsuitable packaging may cause transit damage; however, lack of original packaging does not by itself eliminate statutory rights.

Before return, disconnect the appliance safely, remove personal data and account links, drain water or other permitted liquids, remove food and consumables, clean hygienically, secure doors and moving parts, and package cables and accessories. Never return pressurised canisters, fuel, prohibited substances, contaminated components, or loose batteries contrary to carrier rules.

Exceptions to withdrawal

The statutory withdrawal right may not apply where a legal exception applies, including goods made to the consumer’s specifications or clearly personalised; sealed goods not suitable for return for health-protection or hygiene reasons once unsealed; goods that become inseparably mixed with other items after delivery; and digital content supplied without a tangible medium after performance begins with the consumer’s prior express consent and acknowledgement of losing the withdrawal right.

An exception is interpreted narrowly. Ordinary opening of packaging, removal of non-hygiene seals, or testing necessary to understand an appliance does not automatically remove the right. Any product-specific exception will be communicated before purchase where required.

Damaged, incorrect, incomplete or non-conforming goods

Inspect the package promptly after delivery. If the outer carton is visibly damaged, record the condition with the carrier where practical and take photographs before unpacking. Contact us promptly if the goods arrive damaged, are not what was ordered, lack essential components, or do not function as described.

For a valid fault, delivery damage, wrong item, or legal-conformity claim, we will provide an appropriate remedy under applicable law and bear necessary return or collection costs. Depending on the circumstances and legal requirements, remedies may include repair or replacement, followed where applicable by a price reduction or termination and refund. A carrier note or photo can assist investigation but is not an absolute condition of statutory protection.

Legal guarantee of conformity and hidden defects

Consumers benefit from the French legal guarantee of conformity. The seller is responsible for lack of conformity existing at delivery and the consumer may invoke this guarantee within the statutory period, generally two years from delivery for goods. Repair or replacement is provided without cost and within the conditions and time limits imposed by law; if those remedies are impossible, disproportionate, delayed beyond the lawful period, or cause major inconvenience, the consumer may have a right to a price reduction or termination of the contract.

Consumers may also have rights under the legal guarantee against hidden defects where a latent defect makes the item unfit for its intended use or substantially reduces that use. These statutory guarantees are separate from any optional manufacturer or commercial warranty. Normal wear, accidental damage, misuse, unauthorised modification, unsuitable electrical supply, failure to follow instructions, or incorrect installation is not automatically a lack of conformity, although each claim will be assessed on its facts.

Refunds

For a valid statutory withdrawal, we will reimburse payments received for the goods and the cost of the least expensive standard delivery option offered for the order. Because our standard delivery is free, no standard outbound shipping charge is normally payable. Extra cost chosen for premium or expedited delivery is not refundable beyond the standard-delivery amount.

We will issue the reimbursement without undue delay and no later than 14 days after being informed of withdrawal. For a sale of goods, we may withhold reimbursement until we receive the goods or the customer supplies evidence of dispatch, whichever occurs first. Refunds are made using the original payment method unless the customer expressly agrees otherwise and incurs no fee as a result.

Bank and payment-provider posting times are outside our direct control after a refund is issued. If a refund does not appear after the provider’s normal processing period, contact us with the order details.

Exchanges, cancellations and refused delivery

We do not guarantee direct exchanges. The simplest route may be to return the original item and place a new order. Before dispatch, contact us promptly to request cancellation; we will try to stop fulfilment but cannot guarantee cancellation once processing or carrier handover has begun.

Refusing delivery does not by itself constitute a withdrawal statement. Where a parcel is returned because of refusal, an incomplete or incorrect address, failure to collect, or repeated unsuccessful delivery, we will assess the circumstances and mandatory rights before deciding whether additional transport costs may lawfully be deducted or charged.

Chargebacks and dispute resolution

Please contact us first so that we can investigate. A payment dispute does not remove either party’s legal rights, but duplicate recovery is not permitted. Consumers may also use the consumer mediation route identified in the completed Legal Notice or pursue other remedies available under French law.