1. General Information
This Returns And Refunds Policy explains the conditions and procedures applicable to purchases made through our online store, operated by 2P-DESIGN & CREATION, located at 12 boulevard Edgar Quinet, 75014 Paris, France.
Our store offers a range of practical household products, including Hooks, Kitchen Rails, Laundry Drying Accessories, and Pegboard Accessories. We aim to provide customers with clear information regarding returns, refunds, product conditions, delivery-related issues, and the steps required to request assistance after a purchase.
This policy applies to orders placed through our online store, subject to applicable French and European Union consumer protection laws. Nothing in this policy is intended to limit or exclude any mandatory rights granted to consumers under applicable legislation.
2. Right Of Withdrawal
Consumers purchasing products online in France generally have a legal right to withdraw from their purchase within fourteen calendar days without providing a reason, subject to applicable statutory exceptions.
The withdrawal period generally begins on the day the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods. For orders consisting of multiple goods delivered separately, the applicable period generally begins when the customer receives the last good.
To exercise this right, the customer must communicate a clear and unambiguous decision to withdraw from the purchase before the applicable withdrawal period expires.
Customers may submit their withdrawal request through the customer service contact details made available by our online store. The request should include sufficient information to identify the order and the products concerned.
3. Conditions For Returning Products
Customers exercising their statutory right of withdrawal should handle products with reasonable care and return them in a condition consistent with the applicable legal requirements.
Customers may inspect products to establish their nature, characteristics, and functioning to the extent reasonably necessary, as they would be permitted to do in a physical retail store.
For household products such as Hooks, Kitchen Rails, Laundry Drying Accessories, and Pegboard Accessories, customers should avoid unnecessary installation, drilling, cutting, permanent mounting, or other use that goes beyond what is necessary to inspect the product.
Customers may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where permitted by applicable law.
A product will not automatically lose its eligibility for withdrawal solely because its original packaging has been opened, provided the applicable legal conditions are otherwise satisfied.
4. Products That May Be Excluded From Returns
Certain products may be excluded from the statutory right of withdrawal where a specific legal exception applies.
Such exceptions may include goods made to the customer’s specifications or clearly personalized, as well as other categories of goods expressly excluded under applicable law.
A product is not automatically exempt from withdrawal merely because it has been opened, installed, purchased at a reduced price, or sold as part of a promotional offer.
Any restriction on returns must be based on an applicable legal exception or another lawful and clearly communicated condition. Customers will not be denied statutory withdrawal rights simply because a product belongs to a particular category sold by our store.
5. How To Request A Return
Customers wishing to return a product should contact our customer service team using the contact information provided by our online store.
To help us process the request efficiently, customers should provide the following information where available:
- Order number.
- Name used to place the order.
- Product name or description.
- Date the order was received.
- Reason for the return, if the customer wishes to provide one.
- Photographs or other supporting information, where relevant to a damaged, defective, incorrect, or incomplete product.
Customers exercising their statutory right of withdrawal are not required to provide a reason.
After receiving a return request, we will provide relevant instructions where necessary. Customers should retain proof of shipment when returning products.
6. Return Shipping Costs
When a customer exercises the statutory right of withdrawal, the customer may be responsible for the direct cost of returning the goods if the customer was properly informed of this responsibility before the purchase, as required by applicable law.
If the customer was not properly informed of the obligation to bear the direct return costs, the costs will be handled in accordance with applicable legal requirements.
Where a product is defective, damaged, incorrect, or otherwise subject to a valid claim under applicable consumer protection law, responsibility for return shipping costs will be determined in accordance with the applicable legal requirements.
Customers should contact us before arranging a return for a damaged, defective, incorrect, or incomplete product so that the appropriate procedure can be explained.
7. Return Packaging And Shipment
Customers should package returned products carefully to reduce the risk of additional damage during transportation.
Where reasonably possible, customers should use suitable protective packaging and include the relevant product components, accessories, mounting hardware, instructions, or other items supplied with the original order.
For products such as Kitchen Rails, Hooks, Laundry Drying Accessories, and Pegboard Accessories, customers should take particular care to protect metal components, mounting parts, and other elements that could be bent, scratched, or lost during transit.
Customers should use a traceable shipping method where appropriate and retain the shipping receipt until the return has been resolved.
Any packaging or shipping requirement under this section will be applied consistently with the customer’s statutory rights and will not create an additional condition that unlawfully prevents a valid return.
8. Refund Eligibility
Refund eligibility depends on the reason for the return, the applicable legal requirements, and the circumstances of the order.
Where a customer validly exercises the statutory right of withdrawal, the customer is generally entitled to reimbursement of the payments received for the returned goods, together with the standard delivery costs where required by law.
Where the customer expressly selected a more expensive delivery method than the least expensive standard delivery option offered, the additional cost of that upgraded delivery method generally does not have to be reimbursed when permitted by applicable law.
For defective, damaged, incorrect, or non-conforming products, the available remedies will be determined by the applicable statutory consumer guarantees and the circumstances of the case.
We will not refuse a refund or another legally required remedy solely because a customer cannot satisfy a return condition that is not permitted by applicable law.
9. Refund Processing Time
When a customer validly exercises the statutory right of withdrawal, we will reimburse the customer without undue delay and no later than fourteen calendar days after being informed of the decision to withdraw, subject to the applicable legal rules.
We may defer reimbursement until we have received the returned goods or until the customer has supplied evidence that the goods have been sent back, whichever occurs first, unless applicable law requires otherwise.
Refunds will generally be made using the same means of payment used for the original transaction, unless the customer expressly agrees to another method and the arrangement does not impose additional costs on the customer.
The time required for the refund to appear in the customer’s account may depend on the payment provider, bank, card issuer, or other financial institution involved.
10. Damaged Products
Customers who receive products that appear damaged should contact our customer service team as soon as reasonably possible.
Where practical, customers should provide clear photographs showing the damaged product, its packaging, and the affected components. This information can help us assess the issue and determine the appropriate next steps.
Damage may include bent metal parts, broken hooks, cracked components, missing mounting elements, or other physical damage affecting the product.
Customers should retain the affected product and its packaging until they receive appropriate instructions, unless immediate action is necessary for safety reasons.
Reporting damage promptly helps us investigate the matter, but any statutory rights or deadlines available to the customer remain unaffected.
11. Defective Or Non-Conforming Products
Products sold to consumers in France are subject to applicable statutory consumer protection rights, including the legal guarantee of conformity and, where applicable, the guarantee against hidden defects.
If a product does not conform to the contract, is defective, or does not meet the applicable legal requirements, customers may be entitled to repair, replacement, a price reduction, contract termination, or another remedy depending on the circumstances and applicable law.
For example, a Kitchen Rail that does not conform to its advertised specifications, a Hook supplied with an essential component missing, or a Laundry Drying Accessory that fails to meet applicable contractual requirements may warrant further assessment.
Customers should describe the issue and provide relevant order information so that we can review the claim.
Statutory remedies for non-conforming goods are separate from the voluntary return procedure for customers who simply change their minds. They will be handled in accordance with the applicable legal requirements.
12. Incorrect Or Incomplete Orders
If a customer receives a product different from the one ordered, or discovers that an item or essential component is missing, the customer should contact our customer service team.
The customer should provide the order number, identify the affected product, and explain the discrepancy. Photographs of the received items or packaging may be useful where relevant.
Examples include receiving the wrong type of Hook, receiving a different Kitchen Rail model, or receiving a package that does not contain all the components specified for the purchased product.
We will review the information and determine the appropriate solution in accordance with the order details and applicable law. Depending on the circumstances, this may include supplying missing items, replacing an incorrect product, arranging a return, issuing a refund, or providing another legally appropriate remedy.
13. Products That Have Already Been Shipped
If an order has already been dispatched, customers may still exercise any applicable statutory right of withdrawal within the legally permitted period.
The fact that an order has been shipped does not, by itself, eliminate the customer’s statutory withdrawal rights.
Customers who no longer wish to receive an order should contact us promptly. Depending on the shipment status, the carrier’s procedures, and the applicable legal requirements, we may explain the available options.
If the customer receives the order before completing the withdrawal process, the customer should follow the applicable return procedure and return the goods within the required period.
Any return shipping costs or other costs will be allocated in accordance with the applicable law and the information provided to the customer before purchase.
14. Exchanges And Replacement Products
Customers who wish to exchange a product for a different model, size, finish, configuration, or other available option should contact our customer service team.
An exchange may depend on product availability, the nature of the original order, and the applicable legal requirements.
Where an exchange cannot be arranged directly, customers may be able to return the original product in accordance with the applicable return conditions and place a separate order for the preferred item.
If a product is defective, damaged, incorrect, or non-conforming, any entitlement to repair, replacement, or another remedy will be assessed under the applicable statutory rules rather than treated solely as a voluntary exchange request.
No exchange procedure will restrict a customer’s mandatory legal rights.
15. Promotional Items And Discounted Products
Products purchased during promotional periods, seasonal sales, or discount campaigns remain subject to applicable consumer protection laws.
A reduced price or promotional purchase does not automatically remove a customer’s statutory right of withdrawal or applicable rights relating to defective or non-conforming goods.
Where an order includes a discount, promotional code, or conditional offer, the financial consequences of a return will be assessed in accordance with the disclosed promotion terms and applicable law.
If a partial return affects the conditions under which a discount was granted, any adjustment will be calculated transparently and only where permitted by the applicable terms and legislation.
16. Bundles And Multiple-Item Orders
If a customer purchases several products in one order, the return of one item may affect the treatment of the remaining items depending on whether the products were sold individually, as a bundle, or under a conditional promotion.
Customers wishing to return only part of an order should identify the specific products concerned when submitting their request.
Where a bundle or promotional offer has special conditions, those conditions must be communicated clearly and applied consistently with applicable consumer rights.
A partial return will not automatically invalidate the statutory rights associated with the individual products. Any refund adjustment must reflect the actual transaction and the legal requirements applicable to the purchase.
17. Returned Products And Refund Assessment
Once returned goods have been received, we may examine their condition to determine whether the return corresponds to the stated request and whether any legally relevant reduction in value has occurred.
For products involving mounting hardware, metal rails, hooks, drying components, or pegboard fittings, the assessment may include checking whether the supplied components are present and whether the goods have sustained damage beyond what would reasonably result from necessary inspection.
Any assessment will be conducted consistently with applicable consumer protection law.
A refund will not be withheld merely because the original packaging is missing if doing so would unlawfully restrict the customer’s statutory rights.
Where a reduction in value may lawfully be charged because of excessive handling, we will assess the circumstances and apply the relevant legal requirements.
18. Cancellations Before Dispatch
Customers who wish to cancel an order before dispatch should contact our customer service team as soon as possible and provide their order details.
We will make reasonable efforts to determine whether the order can still be stopped before shipment. However, cancellation before dispatch may not always be possible if the order has already entered the fulfilment or shipping process.
If the order cannot be stopped, customers may still exercise any applicable statutory withdrawal rights after purchase, subject to the relevant legal requirements.
Nothing in this section removes any cancellation, withdrawal, or refund right that the customer is entitled to exercise under applicable law.
19. Contact Information
For questions regarding returns, refunds, damaged products, incorrect orders, or the exercise of statutory withdrawal rights, customers may contact our customer service team through the contact details made available in our online store.
When contacting us, customers should include their order number and a clear description of the matter so that we can identify the transaction and respond appropriately.
Business Address:
2P-DESIGN & CREATION
12 boulevard Edgar Quinet,
75014 Paris, France
Customers should retain relevant order confirmations, payment records, shipping receipts, and correspondence until the matter has been resolved.
20. Applicable Law And Consumer Rights
This Returns And Refunds Policy is intended to operate in accordance with applicable French law and relevant European Union consumer protection legislation.
Where a provision of this policy conflicts with a mandatory legal requirement, the applicable mandatory legal requirement will prevail.
Nothing in this policy excludes or limits statutory rights relating to the right of withdrawal, legal conformity guarantees, hidden defects, refunds, repairs, replacements, or other consumer remedies where such exclusion or limitation is prohibited by law.
Customers retain the right to exercise any applicable statutory rights within the relevant legal deadlines and according to the procedures established by law.
We aim to handle return and refund requests fairly, transparently, and consistently with the rights and obligations applicable to online purchases in France.