Refund and Returns Policy

Returns and Right of Withdrawal

For purchases of physical goods made remotely, you generally have a legal period of 14 days from receipt of your order to inform us of your decision to withdraw, without having to justify it, subject to the exceptions provided by law.

To exercise this right, contact us at naelouramaison@gmail.com, stating your order number and your unequivocal decision to withdraw.

After informing us of your withdrawal, you must return the items concerned within a maximum of 14 days. Products must be returned in a condition that allows for their inspection. You may be held liable for any depreciation resulting from handling other than what is necessary to establish the nature, characteristics, and proper functioning of the goods.

Unless otherwise stated or covered by Naeloura, direct return shipping costs are the responsibility of the customer. Please contact us before any return to receive the necessary instructions. Return address: 147 avenue du Maréchal Leclerc, 93330 Neuilly-sur-Marne, France.

Refund

In the event of a valid withdrawal, we will refund the amounts due, including initial delivery costs up to the limit of the standard delivery method offered, within 14 days following the date we are informed of your decision. For the sale of goods, the refund may be deferred until the goods are recovered or until proof of shipment is received, whichever date is earlier.

The refund will be made using the same payment method as that used for the order, unless expressly agreed otherwise for another method without additional cost.

Damaged, Defective, or Non-Conforming Items

If you receive a damaged, defective, or different item than ordered, please contact us promptly at naelouramaison@gmail.com with your order number and, if helpful, photos. Applicable legal guarantees, particularly the legal guarantee of conformity, remain fully applicable.

Digital Content and Ebooks

Digital content is subject to specific rules provided by the Consumer Code. The right of withdrawal may notably be lost when the performance of the digital content not supplied on a tangible medium has begun before the end of the legal period with the consumer's prior express agreement and their acknowledgment of losing their right of withdrawal. When these conditions are not met, the consumer's legal rights remain applicable.

Legal Exceptions

The right of withdrawal does not apply in cases excluded by law, particularly for certain goods made to the consumer's specifications or clearly personalized, as well as other categories provided for in Article L.221-28 of the Consumer Code.