Refund policy
Right of withdrawal
In accordance with applicable regulations, you have a period of 14 days from receipt of the product to exercise your right of withdrawal, without having to provide any reason.
To exercise this right, you must notify us of your decision by any written means, in particular by email at the following address: contact@extaciafrance.com
Products must be returned in a condition suitable for resale, including all accessories.
Return shipping costs are borne by the customer, except in the case of defective, damaged or incorrect products. No additional return handling fees are charged by EXTACIAFrance.
Made-to-order products
At EXTACIAFrance, some products are manufactured on demand after the order has been validated, in order to avoid overproduction and offer a wider catalog.
These products are made after purchase but are not individually customized according to customer specifications.
Therefore, the 14-day right of withdrawal remains applicable, in accordance with European regulations.
Defective products or production error
If you receive a product:
- with a manufacturing defect
- damaged during transport
- incorrect compared to your order
We recommend contacting us as soon as possible after receipt.
Please provide:
- your order number,
- a precise description of the problem,
- clear photos showing the product concerned.
After verification, we will offer a replacement or a refund, depending on the situation.
Refund
Details regarding the right of withdrawal are specified in the corresponding section of this policy.
If the right of withdrawal is exercised within the legal 14-day period, the refund will be issued after receipt and inspection of the returned product.
In the event of a defective product, product damaged during transport, or production error, a full or partial refund may be granted, or a replacement may be offered, depending on the nature of the confirmed issue.
The refund will be made using the same payment method used for the initial transaction, unless another method is expressly agreed.
In accordance with applicable regulations, the refund will be issued no later than 14 days after receipt of the returned product or proof of its shipment.
Initial shipping costs are refunded only in accordance with applicable regulations, particularly in cases of defective products, transport damage, or production errors.
No administrative or processing fees are charged in the event of a refund.
No refund may be granted in the following cases:
- product returned incomplete, used, washed, worn, or damaged by the customer
- damage resulting from improper use or unsuitable care
- request made outside the allowed time limit
- insufficient proof in the event of a claim for a defective or damaged product
- product returned without prior authorization from customer service
Contact
For any questions regarding returns or refunds, please contact:
EXTACIAFrance
Owner / Data Controller: NAVARRETE-DENAT Jeniffer
Email: contact@extaciafrance.com
Phone: +33 6 73 99 67 89
Address: 20 Impasse de Malsevire, 82130 Piquecos, France
Business registration number (SIRET): 88114581700022
Our customer service is available Monday to Friday from 10:00 AM to 2:00 PM (Paris time).
Full legal information about the publisher is available on the Legal Notice page.