Refund policy

Return & Refund Policy

1. Right of Withdrawal – France and Applicable Territories

Where applicable law provides a statutory right of withdrawal, including for consumers protected by the French Consumer Code, the customer has 14 days from receipt of the product to exercise this right without having to provide a reason.

If an order contains several items delivered separately, the applicable period begins upon receipt of the last item.

To exercise the right of withdrawal, the customer must notify us of their decision by email at: requinrenardcontact@gmail.com.

2. Returns – Orders Delivered to the United States

For orders delivered to the United States, Requin Renard accepts return requests made within 7 calendar days from delivery of the order.

Weekends and public holidays are included in this 7-day period.

Return shipping costs are the responsibility of the customer, except when an item is confirmed to be defective, damaged upon delivery, or when Requin Renard is responsible for an order preparation error.

3. Requesting a Return

Before returning any product, the customer must contact Requin Renard at: requinrenardcontact@gmail.com.

Please provide:

the order number;
the purchaser's name;
the product concerned;
the reason for the request;
and, where relevant, photographs or videos showing the condition of the product.

The return address and return instructions will be provided after the request has been reviewed.

We strongly recommend that customers do not send a return before contacting us.

4. Condition of Returned Products

Returned products should be handled with care and returned as complete as possible, together with their components, accessories and original packaging where available.

Customers may handle a product to the extent reasonably necessary to establish its nature, characteristics and proper functioning.

However, a reduction in value may be taken into account when the condition of the returned product results from handling beyond what is reasonably necessary to test it.

This may include, for example:

a pen showing significant signs of use;
a pen that is clogged, soiled, or insufficiently cleaned;
damage caused after delivery;
missing parts, accessories, or components;
significant damage to the packaging or presentation box where such damage results in a loss of value.

In these circumstances, Requin Renard may apply a reduction to the refund corresponding to the actual loss in value of the returned product.

5. Products Broken or Damaged Upon Delivery

As Requin Renard products include handmade glass items, customers are asked to contact us as soon as possible after delivery if an item is received broken or damaged.

To help us process the request, please provide:

photographs of the damaged product;
photographs of the parcel and packaging;
the order number.

When damage occurring during delivery or a defect for which we are responsible is confirmed, Requin Renard will provide, depending on the circumstances, an appropriate replacement, repair, or refund without unjustified cost to the customer.

6. Products Reported as Defective and Inspection Procedure

Each pen is inspected and tested before shipment.

If a customer reports that a pen or another product is not functioning correctly, Requin Renard may request that the product be returned so that we can perform an inspection and functional testing.

The return of a product for inspection does not, by itself, constitute acknowledgement that the product is defective.

Following inspection:

if a defect covered by the applicable warranties or consumer rights is confirmed, Requin Renard will provide the appropriate solution in accordance with the customer's rights;
if no defect is found and the product functions normally, the customer will be informed;
if the reported issue results from improper maintenance, clogging, improper use, or damage occurring after delivery, it will not be considered a manufacturing defect.

If the inspection concludes that no defect is present and the customer wishes to have the product returned to them, the cost of reshipping the product may be charged to the customer, to the extent permitted by applicable law.

7. Orders Containing Multiple Products or Bundles

When an order contains several products, including a pen and stand bundle, each returned item will be assessed individually.

A loss in value or damage affecting one item does not automatically prevent a refund for other returned items that remain in appropriate condition.

However, where the commercial value of a bundle depends on its complete composition, the amount refunded may take into account the actual value of any items that are retained, missing, or diminished in value.

8. Return Shipping Costs

For returns due to a change of mind or the exercise of a right of withdrawal, direct return shipping costs are the responsibility of the customer, unless applicable law provides otherwise.

When a product is confirmed to be defective, non-conforming, damaged upon delivery, or when Requin Renard is responsible for an order preparation error, the costs necessary to resolve the issue will be handled in accordance with applicable warranties and consumer protection laws.

9. Refunds

Where a statutory right of withdrawal applies, refunds will be processed within the time limits required by applicable law.

Under French consumer law, reimbursement will be made no later than 14 days from the date on which we are informed of the customer's decision to withdraw. For the sale of goods, Requin Renard may withhold reimbursement until the product has been received back or until the customer provides evidence that the product has been shipped, whichever occurs first.

Unless otherwise agreed, refunds will be issued using the same payment method used for the original transaction.

Where the French statutory right of withdrawal applies, the refund includes the standard initial delivery costs paid by the customer, within the limits provided by applicable law.

10. Personalized Products and Special Orders

Certain personalized products or products made according to the customer's individual specifications may be excluded from the right of withdrawal where permitted by applicable law.

Any such exclusion will be communicated to the customer before the order is placed.