Refund policy

 

ORDER CANCELLATION

Cancellation prior to receiving your order 

Unfortunately, it is not possible to cancel your order if our warehouse has already started processing it. Should you wish to cancel an order immediately after placing it, please send us an email with subject “CANCEL MY ORDER” at your earliest convenience to customercare@petites-pommes.com. Don't forget to state your order ID which can be found in your order confirmation e-mail. We will reply with a confirmation as to whether your request was received in due time. If the warehouse has already started processing your order, we kindly request you to receive your ordered items and then return them to us for a refund. Please be informed that the shipping fee will be deducted your refund amount. 

Cancellation right 

Petites Pommes offers a 15 days cancellation period, which expires 15 days after the day on which you received your order. If you have ordered several items in the same purchase, and they are being delivered separately, the period begins on the day you received your last item. This means that you have 15 days after receiving your goods to inform us that you want to cancel a purchase. Please send an e-mail to customercare@petites-pommes.com and request to receive a return form. It is not possible to cancel the purchase by refusing to receive the goods at delivery.

Cancelling part of your purchase
If you have bought more than one item from us, you may return one or several items, even if they were bought in a single order. Please note that freight charges will not be refunded if you cancel part of your purchase. Please follow the steps described in the "Cancellation right" and "Returning purchased items" paragraphs. 

Exchange of an item
If you wish to exchange an item for another size, style, or colour, please place a new order in our webshop and return the item you wish to exchange. For information about how to return an item we refer to the section "Returning purchased items".

RETURNS

Returning purchased Items 
After informing us that you would like to cancel your purchase, you have 15 days to return the products to us. Thus, we accept returns within 30 days of receiving your order. All products must be returned unused and with original packaging intact. We kindly ask you to return the product together with the completed return form. Once your return has been received and approved, you will receive a confirmation email from us. Please note that the return shipping cost is at the buyer's own expense. If you return an order from a country outside of the EU, it is important that you mark the shipment as "return goods", in order not to risk additional duties. Please reach out to our team if you have questions. 

Returns should be sent to:

We recommend for all products to be returned with a tracking number, in the unfortunate event should it be lost while in transit. Please note that we only accept packages sent directly to the above-mentioned address of Petites Pommes’ warehouse. We do not accept returns sent to drop-off's or collection points.

All products must be returned in appropriate and original packaging. Any products that are returned in damaged condition due to inadequate packaging will not be accepted.  If the items returned are in a state where their value is reduced, and the reason is that you have used it in any way beyond what was necessary to check the properties of the item, Petites Pommes cannot proceed with the issuance of a full refund. 

Refund of the purchase sum

The refund will take place within two weeks after receiving your returned items in our warehouse. We will refund you through the same means of payment which you used for the purchase. It is not possible to get the refund credited to another debit/credit card than the one originally used - even if the item was received as a gift. We may hold back the payment until we have received the returned article(s) in our warehouse. 

PRODUCT WARRANTY & CLAIMS

Petites Pommes offers a 2 years warranty on all products. The warranty excludes defects resulting from excessive wear, tear or deterioration, defects or damages directly or indirectly caused by misuse, poor maintenance, accident, corrosion or other external cause, repairs or modifications not authorised by Petites Pommes.

We always carry out quality inspections during production, but cannot completely avoid the risk that small production defects sometimes may occur. We regret the possibility that you should receive a faulty product. In such instance, we kindly ask you to send us an e-mail to customercare@petites-pommes.com. Please attach a photo and description of the item, as well as your order number. If the claim is approved and justified, you can choose between receiving a replacement, a refund, or a reduction in the price, depending on the specific characteristics of your case. 

If a refund is approved, you will receive the refund no later than 14 days after we have approved the complaint. If the complaint is justified, and you have sent us the item, we will refund your freight costs (within reason). The item must always be retuned in suitable packaging. Remember also to keep the receipt for your return shipping cost, so that we can include this cost in our refund.