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Refund policy

This page repeats the relevant articles of our Terms of sale, translated from French. In case of any difference, the Terms of sale and their French version prevail.

10.4 Returned parcels

The parcel may be returned to the sender in case of an address error, if the holding period at the pick-up point has passed, or if it is refused.

In this case, a re-shipping fee of 14.99 euros will be charged to the customer.

Once this fee has been paid, the Buyer may ask for their order to be shipped again or refunded (excluding shipping costs).

If the parcel is not claimed within 30 days of the date on which your order was available for delivery, we will consider that you wish to end the Contract and it will be terminated.

As a result of the termination of the Contract, we will refund all amounts paid (except for the direct return costs, which will be deducted from the refund) within 14 days of the date on which the Contract is considered terminated.

The parcel may be returned to the sender if it is damaged in transit. In this case, a claim will be opened with the carrier and a new parcel will be sent as compensation.

We may delay the refund until we have received the goods or until you have provided proof of shipping of the goods, whichever comes first.

12. Right of withdrawal

In accordance with article L221-28 of the French Consumer Code, the right of withdrawal does not apply to the following purchases:

  • the supply of goods that have been unsealed by the consumer after delivery and cannot be returned for reasons of hygiene or health protection (for example, opened sachets even if resealable, soiled accessories);
  • the supply of goods that cannot be separated from other items (for example, a shaker or silicone bowl used to prepare the products).

In accordance with article L. 221-18 of the French Consumer Code, the Buyer has fourteen (14) clear days from the date of receipt of the Products ordered to withdraw, without having to give reasons or pay penalties, except for the direct return costs.

The Buyer will be refunded as soon as possible and no later than fourteen (14) days after the date of receipt of the returned Products, for all amounts paid for their order, minus the direct return costs (14.99 euros).

The product(s) are returned at the Buyer's expense, in their original condition and with all items complete (accessories, instructions, etc.), to the address given by customer service. The product(s) must be in perfect condition for resale. In application of article L.221-23 of the French Consumer Code, "the consumer's liability can only be engaged in the event of depreciation of the goods resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of these goods".

In other words, any product that is incomplete or damaged by the Customer following handling other than that necessary to establish its nature, characteristics and proper functioning will not be refunded.

Items returned incomplete, spoiled, damaged, having been in contact with dangerous chemicals, or so dirty that they cannot be sold because they have lost value, will be sent back to the Customer, whose liability may be engaged where applicable.

We do not accept the return of goods that are likely to deteriorate or expire quickly. The original packaging must be carefully protected to avoid any damage, by being packed and wedged in strong and suitable boxes. The Customer is responsible for the safe transport of the products, and in particular for insuring their value.

To exercise this right, the Buyer must notify the Company of their decision to withdraw by writing an unambiguous statement of their wish to withdraw, sent:

  • by email to hello@soshape.com, or
  • by post to the following address: EPILOG, 40 Rue Constantin Pecqueur, 95150 Taverny, France, enclosing the withdrawal form below, duly completed and signed.

For the attention of So Shape
Customer Service
EPILOG
40 Rue Constantin Pecqueur
95150 Taverny
France

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the 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 sent on paper):
Date:
(*) Delete as appropriate.
(**) The order number is shown in your order confirmation email and in your account, under "My orders".

So Shape asks the Buyer to obtain proof of shipping for any parcel they send to So Shape, and to send the parcel with signature on receipt or by post with declared value. So Shape accepts no liability for loss of or damage to products in transit.

If the parcel was not received by the Buyer, the direct return costs (which are always payable by the Buyer) will be deducted from the refund.

In case of withdrawal, the delivery costs will be refunded (except for any additional costs resulting from your choice, where applicable, of a delivery method other than the least expensive standard delivery method we offer).

No order can be cancelled other than by exercising the right of withdrawal under the terms above.

13. Legal guarantees

The Buyer benefits from the legal guarantees of conformity and against hidden defects in the item sold.

In accordance with article L.217-15 of the French Consumer Code, the following articles are reproduced in full:

Article L.217-4 of the French Consumer Code: "The seller delivers goods in conformity with the contract and is liable for any lack of conformity existing at the time of delivery. It is also liable for any lack of conformity resulting from the packaging, the assembly instructions or the installation when this was its responsibility under the contract or was carried out under its responsibility."

Article L.217-5 of the French Consumer Code: "The goods are in conformity with the contract: 1° If they are fit for the purpose usually expected of similar goods and, where applicable: if they match the description given by the seller and have the qualities that the seller presented to the buyer in the form of a sample or model; if they have the qualities that a buyer can legitimately expect given the public statements made by the seller, the producer or its representative, in particular in advertising or labelling; 2° Or if they have the characteristics agreed by the parties or are fit for any special purpose sought by the buyer, made known to the seller and accepted by the seller."

Article L.217-12 of the French Consumer Code: "Action resulting from a lack of conformity is time-barred two years after delivery of the goods."

Article L.217-16 of the French Consumer Code: "When, during the commercial guarantee granted to the buyer on the purchase or repair of movable goods, the buyer asks the seller for a repair covered by the guarantee, any period of immobilisation of at least seven days is added to the remaining period of the guarantee. This period runs from the buyer's request for intervention or from the date the goods are made available for repair, if this is later than the request for intervention."

Article 1641 of the French Civil Code: "The seller is bound by a guarantee against hidden defects in the item sold which make it unfit for its intended use, or which reduce that use so much that the buyer would not have bought it, or would only have paid a lower price, if they had known of them."

Article 1648, paragraph 1, of the French Civil Code: "Action resulting from redhibitory defects must be brought by the buyer within two years of discovering the defect."

Likewise, and in accordance with article 3 of the French Order of 18 December 2014 on the information contained in general terms and conditions of sale regarding the legal guarantee, the Buyer is informed of the following:

  • they have two years from delivery of the goods to take action;
  • they may choose between repair or replacement of the goods, subject to the cost conditions set out in article L. 217-9 of the French Consumer Code;
  • they do not have to prove the existence of the lack of conformity of the goods during the six months following delivery. This period was extended to twenty-four months from 18 March 2016, except for second-hand goods;
  • the legal guarantee of conformity applies regardless of any commercial guarantee that may have been granted;
  • the Buyer may decide to use the guarantee against hidden defects in the item sold within the meaning of article 1641 of the French Civil Code, and in this case may choose between cancelling the sale or reducing the selling price in accordance with article 1644 of the French Civil Code.

If the Buyer finds that the Product delivered to them has a defect, a lack of conformity or is damaged, they must inform the Company using the contact details in article 2 of our Terms of sale, stating the nature of the defect, lack of conformity or damage found.

The Company will arrange the return with the carrier of its choice and will inform the Buyer by any appropriate means. The Company will bear the cost of this return.

The Products must be returned to the Company in their original packaging, with all their accessories. They must come with a copy of the corresponding purchase invoice.

Returns of Products that do not follow the terms described above cannot be processed.

The Company will carry out the necessary checks and will offer the Buyer repair or replacement of the Product if possible.

If repair or replacement of the Product is impossible, the Company will offer to refund the Buyer the full price paid for this Product and the standard delivery costs. The Buyer will receive the refund as soon as possible and no later than 14 (fourteen) days after the date on which the Company informed them that the Product could not be repaired or replaced.