Refund policy

RETURNS

Return procedure

If you wish to return any item of your order, you have the right to withdraw from the sale within 14 calendar days after delivery.

To use this right, the products must be unused and in the same condition as when you received them, in their original packaging (with all labels etc.).

You will be responsible for the choice of transporter and for the cost of shipping the items back to our warehouse located in France (we recommend using a tracking system).

We will then reimburse you the cost of the products that you have paid within 14 working days after we receive your parcel.

HERE’S HOW TO PROCEED

1. Logon to “My account”
2. Go to “My Orders”. Select your order and click the option “Return Form”
3. Print the “Return Form” and Select the articles that you would like to return, indicating the reason for the return with the “Reason code”.
4. Send your order back to us at the following address:

MAISON RAHEL
C/o Logisseo
28 Boulevard Gaston Birgé
49100 Angers
FRANCE

Every product sent to the customer is packaged for optimal protection of the products during delivery. Maison Rahel asks the customer to respect the same conditions in case of return.

If in case of return, the product is received damaged due to insufficient packaging, Maison Rahel will be entitled to refuse such return, not accepting the shipment or returning the product to the sender being exempted from the refund obligation, or proceed to partial refund, minus damage suffered. In case of return of the product for this reason, the shipping costs will be borne by the recipient.

Due to the unique nature of the articles, considering the limited production and limited editions of the proposed products, Maison Rahel does not accept exchanges. In case of acceptance of a return the product will be refunded directly to the customer.
In order for Maison Rahel to accept the refund of a purchase, the following return conditions must be respected.

The product must not have been used, washed, soiled, damaged or modified, the product must remain in its original packaging with all the labels and all the elements of the original product. The products must be returned in a single shipment. Maison Rahel reserves the right not to accept items from the same order if they are returned or sent at different times.

Once the return has been accepted by the customer service, the customer can send the merchandise by the means and to the address that is provided according to the instructions that will be indicated.

The customer must contact the Maison Rahel customer service and let them know of the existing disagreement, defect/error, within 14 days after receipt of the product. The products will not be accepted after that period of 14 days. The customer service will respond within 48 hours, excluding non-working days.

Once the product is received, it will be verified and if it is in accordance with our return policy, the product will be reimbursed. The refund will be made within a period of 14 days. It will be done through the same payment method used by the customer during the purchase, unless the customer indicates otherwise. Maison Rahel will not reimburse the products if the return period is not respected.

The shipping costs will be paid by the customer.

Maison Rahel reserves the right to cancel an order totally or partially when there is cause for it, the customer being informed at the time of the decision.

The customer is responsible for inspecting the package of merchandise received at the time of delivery by the carrier and to notify in the presence of the carrier’s representative on the delivery note any anomaly. In this case, the customer must also inform Maison Rahel customer service as soon as possible.
In the event that the anomalies are not mentioned on the delivery note, no claim will be accepted afterwards.

If the product has been damaged during transport or the product is defective in some way, Maison Rahel will be responsible for the return costs as long as the customer has complied with the conditions to inform the customer service in a timely manner.

Right of withdrawal
The client, as a consumer and customer, who makes a purchase on the Website has the right to withdraw from said purchase within a period of 14 calendar days from the receipt of the order, without the need for justification.

To comply with the right of withdrawal in a timely manner, the customer only needs to communicate to the customer service through the form provided for that purpose on the website, of which the link is indicated below, unequivocally expressing the decision to withdraw in a way that ensures the request is received by its recipient before the deadline expires.

In case of withdrawal, Maison Rahel will reimburse the customer, all payments received, without undue delay and, in any case, no later than 14 calendar days from the date of delivery, date on which Maison Rahel received the goods back.

Maison Rahel will reimburse the customer using the same payment method that he/she used to make the initial purchase transaction. This refund will not generate any additional cost to the client.

Unless otherwise indicated, the customer must return or resend the products to Maison Rahel at the following address:

MAISON RAHEL c/o Logisseo
28 Boulevard Gaston Birgé
49100 Angers
FRANCE

And must do so without any delay and, always within the withdrawal period.
The return costs are charged to the customer who acknowledges and accepts that the return is made under his/her responsibility and risk. The customer is free to choose the shipping method he/she prefers. He/she will be responsible for the decrease in the value of the products resulting from handling the product in a way other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions to the right of withdrawal, under the applicable law at the time of the contract, are considered, and always, in an enunciative manner, and non exhaustive, to fall under the following cases: personalized products; products that can deteriorate or expire quickly; Music or video CDs / DVDs without their packaging as sealed by the factory; products that for health or hygiene reasons are sealed and have been unsealed after delivery.

In any case the products must be in the same conditions as in the delivery. No refund will be made if the product has been used, washed, soiled, damaged, or if they are incomplete. These items will not be accepted.
Likewise, the products must be returned including all their original packaging, unaltered, the instructions and other documents that accompany them, as well as a copy of the delivery note / purchase invoice.

To exercice your right of withdrawal, you will find below a model of withdrawal form, which can be completed and sent to our customer service on contact us page

Model of withdrawal form
(Complete and return this form only if you wish to cancel the contract)

To MISTELOU SAS.with registered offices in Paris, street La Boétie, number 128, 75008 Paris - France.

I hereby notify you of my withdrawal from the contract for the sale of the following items:

• Ordered on / received on (*):

• Purchase Order number:

• Name of the consumer:

• Address of the consumer:

• Signature of the consumer (only if this form is notified on paper):

• Date:
  
  (*) Delete as appropriate

Return of defective products or shipping error
It concerns all those cases in which the customer considers that, at the time of delivery, the product does not conform to the stipulations of the contract or purchase order, and that, therefore, he/she should contact Maison Rahel immediately and let them know of the existing defect / error or non-conformity using the contact information provided in the "General Information" section.

The customer will be informed of how to proceed with the return of the products. Once returned, the products will be verified and the client will be informed within a period of 48 hours, if the refund is accepted or not and the reason for it. If the refund is not accepted, the customer will be asked to choose if he/she wants the product to be forwarded to them at their cost.

The refund of the product will be made within 14 days after the date on which the refund for the non-compliant items was communicated and confirmed. The refund will be made via the same payment method used at the time of purchase, unless the client indicates otherwise.

The amount paid for those products that are returned due to a defect, when it actually exists, will be fully reimbursed, including the initial delivery costs and any costs incurred by the customer to make the return. The refund will be made by the same payment method that the client used to make the payment of the purchase, unless the client indicates otherwise.

Guarantee
The customer is informed that the company Mistelou SAS is not the manufacturer of the products proposed on the website maison-rahel.com. The manufacturer of these products is the one that grants the due guarantee, in accordance with Directive 85/374 / EEC of the Council, of July 25, 1985.

Maison Rahel recalls that the information of products, services and others offered on the web site does not replace, in any way and in any case, the vigilance of an adult at all times when children use a product.

Maison Rahel will not be in any way responsible in case of breach by the client of the legislation of the country where the products are delivered. The client must verify with the local authorities the possibility of importing and using the products or services object of purchase.

All claims must be made via the customer service, information indicated in the section "General Information"