Refund policy
Last updated: 6 May 2026
This policy sets out the returns and refund arrangements that apply to orders placed on capote2verre.com, in accordance with articles L.221-18 to L.221-28 and L.217-3 to L.217-17 of the French Consumer Code.
It supplements our General Terms and Conditions of Sale.
1. Right of withdrawal (consumer Buyers only)
1.1 Period
In accordance with article L.221-18 of the Consumer Code, you have a period of 14 calendar days from receipt of your order (or of the last product in the case of split delivery) in which to exercise your right of withdrawal, without having to give a reason or pay any penalty, except for the return costs, which remain at your expense.
This right also applies to products bought during sales or promotions.
1.2 How to exercise your right of withdrawal
To exercise your right of withdrawal, you must notify us of your decision by means of a clear and unequivocal statement before the 14-day period expires:
- By email: contact@capote2verre.com
- By post: SAS Capote2Verre, 43 rue Maryse Bastié, 91280 Saint-Pierre-du-Perray
You may use the model form set out in Annex 1 of this policy, but this is not compulsory.
1.3 Returning the product
You must return the products to us, without undue delay and no later than 14 days after you have notified us of your decision to withdraw, to the following address:
SAS Capote2Verre, Returns Department, 43 rue Maryse Bastié, 91280 Saint-Pierre-du-Perray.
The products must be returned:
- In their original condition (unused and undamaged);
- In their original packaging if possible;
- Together with all the accessories and documents supplied;
- With the order number stated, to make processing easier.
Return costs are borne by the Buyer, unless otherwise agreed or in the event of an error on the Seller's part (product not matching the order, defective or damaged). We recommend sending the parcel by tracked delivery to avoid any dispute: the burden of proving dispatch lies with the Buyer (art. L.221-23 of the Consumer Code).
1.4 Refund
If the right of withdrawal is validly exercised, we will refund all sums paid, including the initial standard delivery costs, no later than 14 calendar days from the date on which we were informed of your decision (art. L.221-24 of the Consumer Code).
However, in accordance with article L.221-24, paragraph 3, we may defer the refund until we have received the products back or until you have provided proof that you have sent them, whichever of these events occurs first.
The refund is made using the same means of payment as that used for the original order, unless you expressly agree to another method. You will not be charged any fee for this refund.
If you chose a more expensive delivery method than the standard method offered, the refund is limited to the cost of standard delivery.
1.5 Condition of the returned product
In accordance with article L.221-23 of the Consumer Code, you are liable only for any diminished value of the goods resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of the product. If the product is returned in a condition that makes it unfit for resale (prolonged use, deterioration), a reduction in value may be applied and deducted from the refund.
1.6 Exceptions to the right of withdrawal
In accordance with article L.221-28 of the Consumer Code, the right of withdrawal does not apply in particular to:
- Customised products (in particular drink covers customised with a customer logo, a made-to-measure colour or a message), made to your specifications or clearly personalised (art. L.221-28, 3°);
- Goods which, after delivery and by their nature, are inseparably mixed with other items;
- Sealed goods that cannot be returned for health protection or hygiene reasons and that have been unsealed after delivery (in particular certain single-use detection tests).
The Buyer is expressly informed of these exceptions at the time of ordering for the products concerned.
2. Legal guarantee of conformity
Independently of the right of withdrawal, you benefit from the legal guarantee of conformity provided for in articles L.217-3 to L.217-17 of the Consumer Code, which applies for 2 years from delivery of the product.
In the event of a lack of conformity (product not matching its description, defective, not working as expected), you may:
- Request repair or replacement of the product (art. L.217-9). The choice between the two is yours, unless the option chosen entails a manifestly disproportionate cost for the Seller.
- Failing that, request a price reduction or termination of the contract (art. L.217-14).
During the first 24 months following delivery, the defect is presumed to have existed at the time of delivery, unless proven otherwise (art. L.217-7).
Costs borne by the Seller: bringing the product into conformity (repair/replacement) is carried out at no cost to the Buyer, including return costs, in accordance with article L.217-11.
To exercise this guarantee, contact us at contact@capote2verre.com with your order number and a description of the defect, with photos if possible.
3. Guarantee against hidden defects
Independently of the preceding guarantees, you may invoke the guarantee against hidden defects (art. 1641 to 1649 of the French Civil Code) if the product has a hidden defect that makes it unfit for its intended use. You then have 2 years from the discovery of the defect in which to take action, and may choose between termination of the sale or a price reduction (art. 1644).
4. Damaged product or delivery error
If you receive a product that was damaged in transit, or if the delivery does not match your order:
- Raise reservations immediately with the carrier (note “damaged parcel”, refuse the delivery if the damage is obvious);
- Contact us within 3 working days at contact@capote2verre.com, with photos of the parcel and of the product, and your order number.
In this case, we will cover:
- The return of the product (prepaid label provided within 48 hours);
- Replacement with an identical product or, if it is unavailable, a full refund.
5. Special case of B2B sales
The provisions above on the right of withdrawal (section 1) do not apply to business customers, in accordance with article L.221-3 of the Consumer Code, subject to limited exceptions.
For B2B customers, returns and refunds are governed by the General Terms and Conditions of Sale or by the special conditions negotiated in the quote. The guarantee against hidden defects (art. 1641 of the French Civil Code) remains applicable.
6. Mandatory notice (art. L.211-2 of the Consumer Code)
The consumer has a period of two years from delivery of the goods in which to enforce the legal guarantee of conformity should a lack of conformity appear. During this period, the consumer is only required to establish the existence of the lack of conformity, not the date on which it appeared.
The legal guarantee of conformity entitles the consumer to have the goods repaired or replaced within thirty days of the request, free of charge and without major inconvenience to the consumer.
If the goods are repaired under the legal guarantee of conformity, the consumer benefits from a six-month extension of the initial guarantee. If the consumer asks for the goods to be repaired but the seller insists on replacing them, the legal guarantee of conformity is renewed for a period of two years from the date the goods are replaced.
The consumer may obtain a reduction in the purchase price while keeping the goods, or terminate the contract and obtain a full refund against return of the goods, if the trader refuses to repair or replace the goods, if the repair or replacement takes place after a period of thirty days, or if the lack of conformity persists despite the seller's unsuccessful attempt to bring the goods into conformity. The consumer may not request termination of the contract if the lack of conformity is minor.
Any period during which the goods are immobilised for repair or replacement suspends the guarantee that still had to run, until the repaired goods are delivered.
Independently of the legal guarantee of conformity, the consumer may decide to invoke the guarantee against hidden defects within the meaning of article 1641 of the French Civil Code. In that case, the consumer may choose between termination of the sale or a reduction in the sale price in accordance with article 1644 of the French Civil Code.
7. Annex 1: Model withdrawal form
(to be completed and returned only if you wish to withdraw from the contract)
For the attention of:
SAS Capote2Verre
43 rue Maryse Bastié
91280 Saint-Pierre-du-Perray
Email: contact@capote2verre.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the sale of the goods below:
- Ordered on (*) / received on (*): ...........................
- Order number: ...........................
- Name of consumer(s): ...........................
- Address of consumer(s): ...........................
- Signature of consumer(s) (only if this form is notified on paper): ...........................
- Date: ...........................
(*) Delete as appropriate.
8. Consumer mediation
If a dispute is not resolved amicably, the consumer may use the following mediator free of charge:
MEDICYS, 73 boulevard de Clichy, 75009 Paris, https://www.medicys.fr
European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
For any questions: contact@capote2verre.com
