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This policy applies to orders placed on the website https://maisonbagages.com, operated by IML GROUP under the trade name Maison Bagages. Dispatch and delivery terms are covered by a separate shipping policy.
You have 14 days from receipt of your order to withdraw and return a product that does not suit you, without having to give a reason (right of withdrawal, Article L.221-18 of the French Consumer Code).
To be accepted, the returned product must be:
A product returned incomplete, damaged or showing signs of use may be refused or partially refunded, in proportion to the depreciation observed.
The simplest way is the online withdrawal function: you declare your decision in two steps ("Withdraw from the contract here", then "Confirm withdrawal") and immediately receive a time-stamped acknowledgement by e-mail. You can also write to us at sav@maisonbagages.com or by post to the return address below, quoting your order number. Our customer service team will then contact you by e-mail with the return label: please wait for it before sending your parcel back.
The return label provided by our customer service team is made out to the following address:
IML GROUP
Maison Bagages, returns department
50 rue Raynouard
75016 Paris
France
We recommend keeping proof of posting for your parcel until receipt has been confirmed.
Returns are made with the prepaid return label that our customer service team sends you by e-mail; you have nothing to pay upfront. In the event of withdrawal, a change of mind or a wrong choice, a contribution to return costs of €8 is deducted from the refund. The return is free of charge when the product has a defect or when the error is attributable to us (a product different from the one ordered, for example).
The refund is made to the payment method used for the order, within 14 days of receipt and inspection of the returned product. It covers the price of the product and, where the withdrawal concerns the whole order, the initial delivery costs at the standard rate, less the €8 return costs where applicable. You are notified by e-mail when your refund is approved; the time it takes to reach your account then depends on your bank.
An exchange may be requested under the same conditions and within the same period, subject to availability of the product you want. If the product you received does not suit you because of its size, we will send you the other size at no extra cost once the returned product has been received. If the product you want is no longer available, the order is refunded.
Check the condition of your parcel when it is handed over. If the parcel is damaged or a product is missing, note precise reservations on the delivery slip and let us know at sav@maisonbagages.com within 48 hours of receipt, with photos of the parcel and the product. After this period, and without reservations, it may be difficult for us to pursue the claim with the carrier.
Independently of this commercial policy, all our products are covered by the legal guarantee of conformity (Articles L.217-3 et seq. of the French Consumer Code), for two years from delivery of the product, and by the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code). In the event of a lack of conformity, you may request repair or replacement of the product and, failing that, its return for a refund. Any claim under these guarantees is made by e-mail to sav@maisonbagages.com, with your order number and photos of the defect observed.
For any question about a return or refund, our customer service team can be reached at sav@maisonbagages.com or on +33 1 83 75 76 74.
