At COEO, we are committed to providing you with a pleasant shopping experience. There are several reasons why products can be returned and you should take into account that there are certain conditions that you must respect and take into consideration.
1. Right of withdrawal from the order
If you are not completely satisfied with your purchase, you may return the products under the following conditions:
In accordance with the legislation of the European Union, as a private consumer you have the right to withdraw from your order without providing a reason, within 14 calendar days of receipt of the goods. The withdrawal period begins on the day on which you, or a third party indicated by you, other than the carrier, takes physical possession of the product. Unfortunately, once the 14-day period has passed, it will no longer be possible to return a product.
Conditions:
To exercise this right, you must inform us of your decision to withdraw by sending us an unambiguous statement, by registered letter with acknowledgement of receipt, via our online contact form or by email to the following address: contact@coeo-design.com. You can find a sample withdrawal form here.
– Consumer with the 14-day right of withdrawal: a consumer is any natural person who enters into a legal act for purposes that cannot be primarily attributed to either his or her commercial or self-employed professional activity.
– Eligible Product: Products must be returned in their original condition, unused, unopened, undamaged, and in their original packaging. You must have kept all original packaging and labels in good condition, and the product must be able to be resold at the normal price. Items that have been unpacked, used, washed, or altered cannot be returned unless they are defective.
– Excluded Products: Personalized products, perishable items (such as food, cosmetics), or items sealed for health and hygiene reasons are not eligible for a return or exchange if the seal has been broken.
– Return costs: In the event of exercising the right of withdrawal, you are responsible for the return costs, unless explicitly stated otherwise in writing by us.
– Return via carrier: We recommend using a tracked return service to avoid product loss. We also recommend that you insure the goods to prevent them from being damaged during transport. JYA COEO will not be held responsible for lost or damaged returns.
– Refund: the refund will be made within 14 days of receipt by our company of the returned product, after qualitative and quantitative verification of its condition. The refund will be made to the same payment method used for the original order. If your return is eligible for a refund, your refund will not include any shipping and handling charges that may appear on the packing slip or invoice.
Exceptions to the right of withdrawal :
The right of withdrawal cannot be exercised in certain cases, in particular for products:
- Supplied as sealed goods that cannot be returned for health protection or hygiene reasons, if the seal has been broken.
- Supplied as custom products, manufactured to your specifications.
2. Return in case of damage or degradation of the product during shipping
It is the customer’s responsibility to unpack and fully check the goods at the time of delivery.
- Apparent damage: in case of receipt of a package/packaging damaged during transport, you must indicate this on the delivery note (mandatory condition to make any claim for damage during transport. Otherwise, any request will be refused).
In the event that the goods are received by a third party, the buyer undertakes to inform the third party that the goods must be strictly checked. You accept responsibility for any loss or damage in the event that someone receives the goods for you and signs the delivery note without carrying out the necessary checks. - Hidden damage: if during the installation of the product you notice an incident. The incident must be communicated to JYA COEO and the carrier by registered letter with acknowledgement of receipt within 48 hours of receipt of the goods so that we can involve the carrier. Please contact us so that we can provide you with the carrier’s contact information.
Failure to comply with these formal rules laid down in this paragraph will not be admissible.
3. Defective or non-conforming products
We guarantee products that comply with the technical data sheets and standards in force in the European Union. For export sales outside the borders of the European Union, it is your responsibility to check the compliance of the products with local regulations and to ensure any necessary approval/certification procedures.
If you receive a product that is defective or does not conform to your order, please contact us, within 48 hours of receipt by registered letter with acknowledgement of receipt, or by any other equivalent means in the country concerned. Please provide us with a full description of the incident as well as photos of the defective product or error. After the necessary checks have been carried out, if your return request is validated by our services, we will take the necessary steps to offer you a solution. This solution can be, at the discretion of our technical services: a credit, an exchange or a refund.
Contact us
Dear customer, before filing a dispute for any type of incident, make sure to perform the relevant tests to verify that the product is actually eligible for a return. Indeed, if upon receipt of the product, it works properly or has no incident and the reason for the return is due to your lack of knowledge to use/assemble the product, your product will be made available in our warehouses so that you can come and pick it up or arrange a return at your own expense. No exchanges, refunds or credit notes will be issued.
If you have any questions about our return policy, please do not hesitate to contact us at contact@coeo-design.com or via our contact form on the website.
