Refund policy

 

Thank you for shopping at sunferem.store. We want you to be satisfied with your purchase. This Return and Refund Policy explains your rights and the procedures for returning products purchased through our website.

This policy applies to orders placed by consumers through sunferem.store, including customers located in France and other countries within the European Union.

Nothing in this policy limits or excludes any mandatory consumer rights available under French or European Union law.

1. Right of Withdrawal

In accordance with applicable French and European Union consumer protection laws, you have the right to withdraw from your online purchase without providing a reason.

You must notify us of your decision to withdraw within 14 calendar days from the date on which you, or a third party designated by you other than the carrier, receives the goods.

For an order containing multiple items delivered separately, the 14-day withdrawal period begins on the date you receive the final item from the order.

To exercise your right of withdrawal, contact us by email at:

Email: info@sunferem.store

Your withdrawal request must clearly state that you wish to cancel and return your order. Please include your order number, the name used to place the order, the email address associated with the order, and the products you wish to return.

After receiving your request, we will provide return instructions and the applicable return address.

2. Time Limit for Returning Products

After notifying us of your decision to withdraw, you must send the products back within 14 calendar days.

The return deadline is considered met when the products are handed to the carrier before the 14-day return period expires.

Products must not be returned without first contacting us. Returns sent to an unauthorized address may be delayed, refused by the receiving facility, or returned to the sender.

3. Return Condition

Customers are encouraged to return products in their original condition, including the original packaging, labels, tags, accessories, and documentation, where applicable.

You may inspect a product only to the extent necessary to determine its nature, characteristics, size, fit, and basic function, in the same way that you would reasonably inspect it in a physical store.

You may be responsible for any reduction in the product’s value caused by handling beyond what is reasonably necessary to inspect the product.

Returned products should be:

• Unwashed and reasonably clean

• Free from stains, strong odors, cosmetics, perfume, smoke, pet hair, or other contamination

• Returned with their original tags and accessories where still available

• Securely packaged to prevent damage during return transportation

• Accompanied by sufficient information to identify the relevant order

Opening packaging or trying on an item does not automatically remove your statutory right of withdrawal. However, we may make a lawful deduction where excessive handling has reduced the product’s value.

4. Return Shipping Costs

For a standard return made under the 14-day right of withdrawal, the customer is responsible for the direct cost of returning the products.

We do not accept cash-on-delivery returns or returns for which postage remains unpaid.

We recommend using a tracked and reliable shipping service and keeping the return receipt and tracking information until the return has been completed.

If a product is defective, damaged upon arrival, materially different from its description, or different from the product ordered, reasonable return shipping costs will be covered or reimbursed by sunferem.store in accordance with applicable law.

5. Refunds

When you validly exercise your right of withdrawal, we will refund payments received from you for the returned products.

Where applicable, the refund will also include the cost of the least expensive standard delivery method offered for the original order. Additional delivery charges resulting from your choice of an express, premium, or non-standard delivery method are not refundable unless required by law.

Refunds will be issued no later than 14 calendar days after we receive notice of your decision to withdraw.

However, we may withhold the refund until:

• We have received the returned products; or

• You provide reliable evidence showing that the products have been sent back,

whichever occurs first.

Refunds will normally be issued using the same payment method used for the original transaction unless another method is expressly agreed. You will not be charged an additional fee for receiving an approved refund.

After a refund has been issued, your bank, card provider, payment processor, or financial institution may require additional time to display the funds in your account. Such processing times are outside our direct control.

6. Original Shipping Charges

Where standard shipping was provided free of charge, there is no original standard shipping fee to refund.

Where a shipping charge was paid, only the cost of the least expensive standard delivery option offered at checkout will be refundable following a complete withdrawal from the order.

Premium, express, expedited, or optional delivery surcharges are not refundable unless the order was defective, incorrect, damaged, or the refund is otherwise required by law.

7. Partial Returns

You may return one or more eligible products from an order without returning the entire order.

For a partial return, you will receive a refund for the accepted returned products. Original delivery charges will not normally be refunded where you keep part of the order, unless required by applicable law.

8. Non-Returnable Products and Legal Exceptions

The statutory right of withdrawal may not apply to certain products where an exception is permitted under applicable law, including:

• Products made to the customer’s specifications

• Clearly personalized or customized products

• Sealed products that are unsuitable for return for health protection or hygiene reasons after the seal has been removed

• Products that become inseparably mixed with other products after delivery

• Digital content supplied without a physical medium where performance began with the customer’s prior express consent and acknowledgment that the withdrawal right would be lost

An exception will only be applied where the legal requirements for that exception have been satisfied.

9. Underwear, Swimwear and Hygiene-Sensitive Products

For hygiene-sensitive clothing, including certain underwear and swimwear, customers should try the product on over their own clothing and must not remove any protective hygiene seal.

Where a product was supplied with a sealed hygiene protection and the seal has been removed, the product may be excluded from return where permitted by applicable consumer law.

This section does not affect your rights where the product is defective, damaged, incorrect, or not as described.

10. Sale and Promotional Products

Products purchased during a sale, discount event, promotion, or with a discount code remain subject to the statutory right of withdrawal and applicable legal guarantees.

An item will not be excluded from return solely because it was purchased at a reduced price.

Refunds for discounted products will be based on the amount actually paid after discounts, coupons, or promotional reductions were applied.

11. Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If you receive a product that is damaged, defective, incomplete, materially different from its description, or different from the product ordered, contact us at info@sunferem.store as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Clear photographs or videos showing the product and the problem

• A photograph of the shipping packaging and label where relevant

• Confirmation of whether you prefer repair, replacement, or another legally available remedy

Do not discard the product or its packaging before receiving instructions from us.

Where the claim is accepted, we will provide an appropriate remedy in accordance with applicable consumer law. This may include repair, replacement, a price reduction, or a full refund.

You will not be required to pay return shipping costs for a confirmed defective, damaged, or incorrect product.

12. Legal Guarantee of Conformity

Consumers purchasing from a professional seller are protected by the French legal guarantee of conformity.

Products must correspond to their description, possess the qualities and functionality reasonably expected, be suitable for their normal purpose, and comply with the terms of the sales contract.

For eligible goods, the legal guarantee of conformity generally applies for two years from delivery.

Where a lack of conformity is covered by the legal guarantee, the consumer may request repair or replacement without additional cost, subject to the conditions and proportionality requirements established by applicable law.

Repair or replacement must generally be completed within a reasonable period and no later than 30 days after the consumer’s request, without significant inconvenience to the consumer.

A price reduction or termination of the sales contract and refund may be available where:

• Repair or replacement is impossible

• We refuse to bring the product into conformity

• The product is not brought into conformity within the legally required period

• The defect remains after an attempted remedy

• The lack of conformity is sufficiently serious to justify an immediate price reduction or cancellation

The statutory legal guarantee applies independently from the 14-day right of withdrawal.

13. Hidden Defects

Customers may also benefit from the French legal guarantee against hidden defects where a defect existed at the time of purchase, was not reasonably apparent, and makes the product unsuitable for its intended use or substantially reduces its usefulness.

Depending on the circumstances and applicable law, the customer may be entitled to return the product for a refund or retain the product and receive a partial refund.

Nothing in this policy restricts rights available under the French Civil Code concerning hidden defects.

14. Exchanges

For standard changes of size, color, or style, we do not guarantee direct exchanges.

The simplest procedure is generally to return the eligible product in accordance with this policy and place a new order for the preferred product.

This exchange procedure does not affect your statutory right to request repair or replacement for a product covered by the legal guarantee of conformity.

15. Order Cancellations

To request cancellation of an order before shipment, contact us immediately at info@sunferem.store.

We will attempt to cancel the order, but cancellation cannot be guaranteed once processing, packing, or shipment has begun.

If the order has already been shipped, you may exercise your statutory right of withdrawal after receiving it, subject to this policy and applicable law.

Refusing delivery does not automatically complete the withdrawal procedure. You should still contact us to confirm your decision and receive return instructions.

16. Returned Parcels Lost in Transit

Customers remain responsible for standard withdrawal returns until the parcel is delivered to the authorized return address.

We strongly recommend using a tracked shipping service. We cannot issue a refund for a return that cannot be located or verified unless the customer provides sufficient proof of shipment or delivery.

This responsibility does not apply where sunferem.store arranged or controlled the return transportation for a defective, damaged, or incorrect product.

17. Unclaimed or Undeliverable Orders

If an order is returned because the address provided was incorrect or incomplete, delivery was refused, or the parcel was not collected within the carrier’s collection period, contact us at info@sunferem.store.

Any refund or reshipment will be assessed according to the circumstances, applicable carrier charges, and mandatory consumer law.

We will not deduct charges that cannot legally be charged to the customer.

18. Chargebacks and Payment Disputes

Before opening a payment dispute or chargeback, please contact us at info@sunferem.store so that we have an opportunity to investigate and resolve the matter.

This request does not limit your legal right to contact your bank, payment provider, consumer authority, mediator, or another competent dispute-resolution body.

19. Return Abuse and Fraud

We reserve the right to investigate suspected return fraud, including the return of products not purchased from sunferem.store, deliberate product damage, falsified delivery claims, or repeated abusive conduct.

Any action taken under this section will remain subject to applicable consumer protection law and will not restrict a customer’s legitimate statutory rights.

20. Contact Information

For return, withdrawal, refund, damaged product, or legal guarantee requests, contact:

sunferem.store
Website: sunferem.store
Email: info@sunferem.store

Please include your order number in all correspondence so that we can process your request efficiently.