Refund Policy

Return policy of https://luniversmasque.com/ in France. At At https://luniversmasque.com/ , we are committed to providing a satisfying shopping experience for our customers in France. We understand that sometimes a product may not meet your expectations or may be defective. That's why we have implemented a 14-day return policy.

Here are the details of our return policy:

Return period:

You have 14 days from the date of receipt of your order to inform us of your intention to return a product. After this period, we will not be able to accept returns.

Eligible products:

All products related to the L'Univers Masqué website and related accessories can be returned, with the exception of personalized products or products indicated as non-returnable for hygiene or safety reasons.

Circumstances for reimbursement:

• Return period: You have 14 days from the date of receipt of your order to inform us of your intention to return a product. After this period, we will not be able to accept returns.
• Change of mind: If you change your mind after receiving the product, you can return it within 14 days. Products must be unused, undamaged, and in their original packaging.
• Defective/breakable products: If a product is faulty or breaks within 14 days of receipt, please contact us to arrange a replacement or refund.
• Products damaged upon arrival : If a product arrives damaged, please contact us within 14 days for a replacement or refund.
• Incorrect product: If you receive an incorrect product, please contact us within 14 days for a replacement or refund.
• Product not received If your product has not arrived within 14 days of the expected delivery date, please contact us.
• Cancellation after ordering: If you wish to cancel your order after placing it, please contact us as soon as possible. We will do our best to stop the shipment, but if the product has already been shipped, you will need to return it for a refund.

Return shipping costs are the responsibility of the customer, except in the case of a defective product, a product damaged upon arrival, an incorrect product, or an error on our part during shipping. We recommend using a trackable shipping service to ensure the security of the return.

Return process:

To initiate a return, please contact us by email at the following address: support@luniversmasque.com By providing the following information: order number, product name, reason for return, and your contact details, we will provide you with specific return instructions and the return address.

Return shipping costs:

Return shipping costs are the responsibility of the customer, except in the case of a defective product or an error on our part during shipping. We recommend using a trackable shipping service to ensure the security of the return.

Refund :

Once we have received the returned product and verified its condition, we will process the full purchase price refund, including the initial delivery charges, within a reasonable timeframe. The refund will be issued via the original payment method.

Exceptions:

In exceptional cases, such as products damaged in transit or shipping errors, we may offer a product replacement instead of a refund. We will assess each situation individually to reach a satisfactory solution.

Please note that this 14-day return policy is subject to our specific terms and conditions of sale for Belgium. We encourage you to consult them on our website for full details.

Receipt of the return request:

As soon as we receive your return request, our team is committed to responding within 48 working hours to provide you with precise instructions on how to return the product.

Product shipment:

The time it takes for the product to be returned to us depends on the delivery service you choose. Generally, it can take between 3 and 7 business days.

Product inspection:

Upon receipt of your product, we conduct an inspection which may take up to 48 hours. We check the condition of the product and its compliance with our return policy.

Refund processing:

If everything is in order, we will process the refund immediately. The refund processing time then depends on the payment method used for the initial purchase. For a credit or debit card, it can take between 5 and 10 business days for the amount to appear in your account.

What is the refund method? How does the customer receive their refund?

We will issue the refund using the same payment method you used for your initial purchase. This means that if you paid by credit card, the refund will be credited to that same card. If you used an online payment service, the refund will be issued to that same service. Returns must be made in their original and complete condition (packaging, accessories, instructions, etc.) allowing for resale as new, and must be accompanied by the purchase invoice.

If a customer wishes to return a product, they must contact us by email at support@luniversmasque.com within 14 days of receiving the order. The customer must provide the following information:

• First and last name
• Address
• Phone number
• E-mail address
• Order number
• Product name to return
• Reason for return