Return and Refund Policy

Return and refund policy

Article 1 – Purpose

This policy defines the conditions under which the customer may exercise their right of return, exchange or refund with Diatomite , in compliance with the provisions of the Consumer Code applicable to distance selling.

Article 2 – Right of withdrawal

In accordance with Articles L221-18 et seq. of the Consumer Code , the customer has a period of fourteen (14) calendar days from receipt of the product to exercise his right of withdrawal, without having to justify his reason or bear any penalty.

The customer notifies their decision to withdraw by email to julie@vcontact.fr or via the contact form available on the website, in order to obtain a return form to complete and attach to the package.

The returned product must be new, complete, unused, unwashed, and accompanied by its original packaging and labels . Any item not meeting these conditions may be refused.

Article 3 – Return Conditions

The customer has 14 days from receipt of their order to notify their intention to return it.
If the deadline falls on a Saturday, Sunday or public holiday, it is postponed to the next working day.

Return shipping costs remain the responsibility of the customer , unless otherwise indicated by customer service.
Initial shipping costs are non-refundable.

The customer must include the following in their package:

  • the order number (example: LS1122);

  • the list of returned products;

  • the statement of preference: refund, exchange or voucher.

Any return made without prior authorization from customer service may be refused.

Article 4 – Return Control

Upon receipt of the package, the returned products will undergo a quality control check to verify their conformity.
In the event of an item being damaged, incomplete, washed, used or without a label, the return will be refused and the product may be returned to the customer at their expense.

In the event of a compliant return, the company will proceed with the refund, exchange or issue of a credit note according to the request made by the customer.

Article 5 – Processing fees and reimbursement

If the return is accepted, a fixed fee of five euros (€5) will be deducted from the refunded amount. This fee covers a portion of the actual costs incurred in processing a return, including:

  • the administrative processing of the file,

  • the generation of the return label,

  • the logistics related to return transport,

  • checking the condition of the product,

  • possible reconditioning,

  • as well as restocking the product.

This amount is in no way a penalty; it simply covers a portion of the operational costs incurred during a return. This contribution also allows us to maintain fair prices for all our customers, without passing on the costs associated with returns to the price of the products.

This package does not apply in the following cases:

  • defective product

  • Shipping error attributable to the seller.

The refund of the balance will be made via the initial payment method within a maximum of ten (10) working days from the receipt and validation of the return.

The customer is responsible for all shipping costs, both to and from the customer, and these costs are non-refundable, except in cases where the return is due to an error by the seller or a defective product.

Article 6 – Defective or non-conforming products

In the event of receiving an item with a defect or non-conformity , the customer has forty-eight (48) hours from receipt to inform customer service by email at julie@vcontact.fr , attaching photographs and a description of the defect observed .

After verification, the customer will be able to obtain:

  • a full refund of the price paid , without application of the €5 flat fee;

  • a product replacement , subject to availability;

  • or a credit note to be used on a future order.

Return shipping costs for defective items are the responsibility of the seller , subject to prior agreement from customer service.

Article 7 – Personalized and custom-made products

In accordance with Article L221-28 of the Consumer Code, the right of withdrawal cannot be exercised for products made to the consumer's specifications or clearly personalized.

These products cannot be returned or refunded, except in the case of a proven manufacturing defect . In this case, the customer must contact customer service within 48 hours of receiving the product, attaching supporting photos.

For items requiring custom cutting, a technical tolerance of ±6 cm applies. Any variation within this margin is considered acceptable and cannot be subject to replacement or refund.

Article 8 – Warranty

The products benefit from the legal guarantees of conformity and hidden defects provided for in Articles L217-4 to L217-14 of the Consumer Code and 1641 et seq. of the Civil Code .

The 10-year contractual warranty only covers manufacturing defects .
Excluded are:

  • normal wear and tear;

  • discoloration;

  • loss of adhesion or effects related to humidity or normal use.

Article 9 – Banking terms and conditions

The refund will be issued within a maximum of ten (10) working days after validation of the return by the logistics department.
The time it takes for the refund to appear in the customer's account depends on the issuing bank and cannot be attributed to the company.

Article 10 – Returns Department Contact Details

All return requests or complaints should be addressed to:

Diatomite Return Service
Email: julie@vcontact.fr

No cash on delivery returns will be accepted.
Parcels returned without prior agreement will not be processed.