Refund policy

Consumer’s right of withdrawal

In connection with the sale of the Products, the Consumer has a right of withdrawal under the following conditions.

1. Withdrawal period: fourteen (14) days

In accordance with Articles L.221-18 et seq. of the French Consumer Code, the Consumer has fourteen (14) days in which to exercise their right of withdrawal, without having to give any reason and without incurring any costs other than those set out below.

This period runs from the day on which the Consumer, or a third party designated by the Consumer (other than the carrier), takes physical possession of the Product. Where several Products ordered are delivered separately, the period runs from receipt of the last Product.

If the period expires on a Saturday, Sunday or public holiday, it is extended until the next working day.

2. How to exercise the right of withdrawal

Before the withdrawal period expires, the Consumer must inform the Seller of their decision to withdraw by means of an unequivocal statement sent by email to hello@franckolivier.fr, stating their name, order number and the Products concerned.

The Consumer may also use the model withdrawal form below, but this is not compulsory.

The Seller will acknowledge receipt of the request by email and will provide the Consumer with the return address and return instructions.

3. Returning the Products

The Consumer must return the Products without undue delay and no later than fourteen (14) days after notifying the Seller of their decision to withdraw.

Return costs are borne by the Seller.

The Products must be returned complete, in their original packaging and wrapping.

In accordance with Article L.221-23 of the French Consumer Code, the Consumer is only liable for any diminished value of the Products resulting from handling other than what is necessary to establish their nature, characteristics and functioning. In this case, the Seller may deduct an amount corresponding to this diminished value from the refund.

4. Refund

In accordance with Article L.221-24 of the French Consumer Code, the Seller will refund all payments received, including the initial delivery costs, within fourteen (14) days of the date on which the Seller is informed of the Consumer’s decision to withdraw. Any additional costs resulting from the Consumer’s choice of a delivery method more expensive than the standard delivery offered by the Seller will not be refunded.

The Seller may withhold the refund until the Products have been received back or until the Consumer has supplied proof of having sent them back, whichever is the earlier.

The refund will be made using the same means of payment as that used for the order, unless the Consumer has expressly agreed otherwise, and the Consumer will not incur any fees as a result of the refund.

5. Opened fragrances and cosmetics: exception to the right of withdrawal

In accordance with Article L.221-28, 5° of the French Consumer Code, the right of withdrawal cannot be exercised for goods which have been unsealed by the Consumer after delivery and which cannot be returned for reasons of hygiene or health protection.

For these hygiene and health reasons, fragrances and cosmetic products cannot be taken back or refunded under the right of withdrawal once they have been unsealed after delivery, in particular where the protective film (cellophane) has been removed or the product has been opened, sprayed or used.

Any Products in the same order that are still sealed remain subject to the right of withdrawal under the conditions described above.

In accordance with Article L.221-28, 3° of the French Consumer Code, the right of withdrawal also does not apply to Products made to the Consumer’s specifications or clearly personalised.

These exceptions do not affect the Consumer’s statutory guarantees: a defective or non-conforming Product remains covered by the legal guarantee of conformity and the guarantee against hidden defects, even if it has been opened.

6. Damaged, defective or non-conforming Products

If a Product is delivered damaged or incomplete, does not match the order or is defective, the Consumer is invited to contact customer service at hello@franckolivier.fr as soon as possible, stating their order number and, if possible, attaching photos of the parcel and the Product.

These situations fall under the legal guarantee of conformity (Articles L.217-1 et seq. of the French Consumer Code) and the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code), not under the right of withdrawal. In particular, the Consumer has two (2) years from delivery of the Product to claim under the legal guarantee of conformity.

7. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To SODIP – Franck Olivier Paris, 21 boulevard Montmartre, 75002 Paris, France – hello@franckolivier.fr:

• I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
• Ordered on (*) / received on (*):
• Order number:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.