Refund policy
Changed your mind?
For products purchased online, you have fourteen days to inform us of your decision to withdraw from the contract, without giving a reason. This period starts when you, or a third party designated by you other than the carrier, receive the products. If several products ordered together are delivered separately, the period starts upon receipt of the last product; for goods delivered in several lots or pieces, it starts upon receipt of the last lot or piece.
The day of receipt is not counted. If the last day of the period is a Saturday, Sunday, public holiday or non-working day, the period is extended until the next working day.
How to notify us of your withdrawal
Email hello@tonsor-cie.com or send your notice by post to BELLATORIUS — Tonsor & Cie, 31 rue Bouquières, 31000 Toulouse, France. You may use the form below, but a clear statement expressing your decision is sufficient. You do not have to wait for authorisation from customer service.
You only need to send your notice before the period expires. Simply returning a product or failing to collect a parcel does not, on its own, constitute a notice of withdrawal.
Return address and costs
Return the products without undue delay and no later than fourteen days after notifying us of your decision, to the following address:
BELLATORIUS — Tonsor & Cie — Returns
31 rue Bouquières
31000 Toulouse
France
You are responsible for the direct cost of returning products if you change your mind, make an error when ordering or change the product reference under your right of withdrawal. You will not be charged these costs if the required information was not provided to you before purchase. This rule does not apply to returns covered for breakage, preparation errors or under statutory guarantees.
Protect the products for transport and include your name or order number to help identify them. Original packaging is recommended where it helps protect the product, but its absence does not automatically remove your rights.
Opened products and product condition
Our products are not supplied with a hygiene seal. Simply opening a product or its packaging therefore does not automatically result in the loss of your right of withdrawal.
You may, however, be liable for a reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product, provided you were informed of your right of withdrawal as required by law. Any reduction in value claimed must be justified; no automatic refusal or flat-rate deduction is applied solely because the product was opened. Your statutory guarantees remain applicable.
Refund following withdrawal
If you withdraw from the entire order, we will refund the product price and standard delivery charges. Any additional cost for a delivery method more expensive than standard delivery that you expressly chose will not be refunded.
The refund will be made without undue delay and no later than fourteen days after your notice of withdrawal. We may withhold the refund until we have received the products back or received evidence that you have sent them back, whichever occurs first, unless we offer to collect the products ourselves.
We will use the same payment method as for the purchase, unless you expressly agree to another method that does not incur any fees. We will not require you to accept store credit or an exchange instead of the refund due.
Broken product, preparation error or defect
Contact hello@tonsor-cie.com, describing the problem and, if possible, providing your order number. Photos may help us process your request, but are not an automatic condition for exercising your rights.
In the event of breakage or a preparation error, we will cover any necessary return and send you a prepaid return label. Other defects covered by the statutory guarantee of conformity are also handled free of charge. Opening the product or failing to report reservations to the carrier does not remove your statutory guarantee rights.
Statutory guarantees are independent of the right of withdrawal and our commercial policy. For new goods, you have two years from delivery to request application of the statutory guarantee of conformity under the conditions set out in the French Consumer Code. Repair or replacement is provided free of charge, within a period not exceeding thirty days after your request and without significant inconvenience. A price reduction or termination of the sale is possible in the cases provided by law.
The guarantee against hidden defects also applies under Articles 1641 et seq. of the French Civil Code; legal action must be brought within two years of discovering the defect. Where this guarantee applies, you may choose either to return the product for a refund of the price or to keep it and receive a partial refund.
Parcel not collected from a collection point
If an uncollected parcel is returned to us, we will refund the product price within a maximum of seven days of receiving the products back, as a commercial cancellation of the order outside the exercise of the right of withdrawal.
Only in this situation, the delivery charges originally invoiced remain payable by you if delivery was properly made available and the failure to collect is attributable to you. Delivery that was originally free will not be charged retrospectively.
This provision does not limit a validly exercised right of withdrawal, your remedies for delivery failure attributable to the seller or carrier, or your other statutory rights to a refund. Any reshipment requires your prior agreement to its cost.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. Using it is optional.
To BELLATORIUS — Tonsor & Cie, 31 rue Bouquières, 31000 Toulouse, France — hello@tonsor-cie.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
................................................................................
Ordered on (*)/received on (*): ................................................
Name of consumer(s): .........................................................
Address of consumer(s): ......................................................
Signature of consumer(s) (only if this form is notified on paper): ..........................................
Date: ....................................................................
(*) Delete as appropriate.