Refund policy
Returns and refunds policy
At Éclat Collagène, customer satisfaction is very important to us. If you wish to return a product or experience a problem with your order, the applicable terms and procedures are set out below.
1. Right of withdrawal — 14 days
Under the French Consumer Code, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to give a reason.
If your order includes several products delivered separately, this period begins when you receive the last product.
After notifying us of your decision to withdraw, you have 14 days to return the products concerned.
2. How to request a return
To exercise your right of withdrawal, inform us of your decision clearly and unambiguously. You can contact customer service at hello@eclat-collagene.com.
Please include your order number and the products concerned to help us process your request. Where applicable, you may also use the withdrawal feature provided on our online store.
After receiving your request, we will provide the information needed to return your order. Products must be returned to the address supplied by customer service. Please do not send them to another address without first following our return instructions.
3. Return conditions
Products must be properly packed and protected to prevent damage during transport.
The customer is responsible for any diminished value resulting from handling beyond what is necessary to establish the product's nature, characteristics and proper functioning, as provided by applicable regulations.
Cosmetics and hygiene products
For health protection and hygiene reasons, certain products unsealed after delivery cannot be returned if they can no longer be sold under conditions that ensure their sanitary integrity.
This exception may apply to certain cosmetics, skincare and hygiene products when their seal, foil seal or protective device has been removed or altered. If you are considering a return, we recommend checking the product before opening or removing its protective device.
4. Sale items, promotions and discount codes
Products purchased on promotion, during sales or with a discount code benefit from the legal right of withdrawal under the same conditions as products bought at their usual price.
Legal exceptions still apply, particularly to certain unsealed products that cannot be returned for hygiene or health protection reasons.
5. Return costs
For a change of mind or the exercise of the right of withdrawal, the customer pays the direct costs of returning the products.
Éclat Collagène therefore does not refund costs incurred by the customer to return an order following withdrawal, unless we expressly agree to cover them.
If a product is defective, damaged or non-conforming, or if we are responsible for an order preparation error, contact customer service so we can explain the applicable procedure.
6. Refund of initial delivery charges
When the right of withdrawal is validly exercised for the entire order, Éclat Collagène refunds the amounts paid, including the initial delivery charges corresponding to the standard delivery method offered.
If you expressly selected a delivery method more expensive than our standard delivery, the additional charge for that choice is not refunded.
Example: if standard delivery costs €4.90 and you choose express delivery at €9.90, the refund of delivery charges may be limited to €4.90.
The costs of returning the parcel to Éclat Collagène remain payable by the customer, in accordance with section 5 above.
7. Refunds
When the right of withdrawal is validly exercised, we refund the amounts due without undue delay and no later than 14 days after the date we are informed of your decision to withdraw.
We may nevertheless withhold the refund until:
- we receive the returned products; or
- we receive proof of their dispatch,
whichever occurs first.
The refund is made using the same payment method used for the order, unless you expressly agree to another method and provided this does not incur any additional costs.
Once Éclat Collagène has made the refund, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
8. Damaged, defective or non-conforming products
Please check your order upon receipt. If you receive a product that is damaged, defective or different from the one ordered, or if a product is missing, contact us as soon as possible at hello@eclat-collagene.com.
To help us process your request, please provide:
- your order number;
- the name of the product concerned;
- a description of the problem;
- photographs of the product and/or parcel where relevant.
Customer service will review your request and explain the applicable solution.
This policy does not limit your rights under applicable statutory guarantees, including the statutory guarantee of conformity and the guarantee against hidden defects.
9. Exchanges
We do not systematically offer direct exchanges for returns following a change of mind.
If you wish to order a different product, reference or variant, you may return your purchase in accordance with this policy and then place a new order.
For a defective, damaged or non-conforming product, contact hello@eclat-collagene.com so we can explain the appropriate procedure.
10. Exceptions to the right of withdrawal
Under applicable regulations, the right of withdrawal cannot be exercised for certain goods specified in the French Consumer Code. These may include:
- products made to the customer's specifications or clearly personalised;
- products liable to deteriorate or expire rapidly;
- products unsealed after delivery that cannot be returned for hygiene or health protection reasons.
The last exception may apply to certain cosmetics and skincare products whose protective device has been unsealed.
11. Gift cards
The terms applicable to gift cards are subject to the legal provisions in force. For any question concerning a gift card, including any potential exercise of a right of withdrawal, contact customer service.
12. Return address
Customer service will provide the exact return address after your request. No return should be sent to a different address without prior instructions from us.
Éclat Collagène cannot be held responsible for a parcel sent to an incorrect address supplied or used by the customer outside the stated return procedure.
13. Contact
For questions about a return, refund or problem with your order, contact customer service: Éclat Collagène, email: hello@eclat-collagene.com.
We endeavour to process each request as quickly as possible.