Returns and refunds - HE Synergies

RETURN AND REFUND POLICY

SHIPPING

Shipment is defined as the transfer to the Customer of physical possession or control of the Product.

Product delivery costs

For each order, a flat-rate contribution to shipping costs is requested. This contribution is fixed according to the delivery method chosen by the Customer at the time of ordering, and is invoiced by country. Shipping costs do not include customs duties or any other additional charges that may be levied upon entry into certain countries, which are the sole responsibility of the customer.

Delivery times and shipping methods

The estimated delivery date at the time of finalizing the order is given as an indication and does not constitute a guaranteed date. It takes into account the preparation and delivery times described below:

Preparation time

HEsynergies undertakes to make every effort to process and prepare orders within a maximum of 2 to 3 working days from order confirmation, subject to product availability. In the event of exceptional circumstances or busy periods, this lead time may be extended. In such cases, the customer will be informed by any appropriate means.

Delivery times

The average delivery time includes the time taken by HEsynergies to process orders, as well as the transport time taken by the carrier. Shipments are made within an average of 48 working hours following receipt of payment for the Order, unless otherwise specified on the "basket" page. Delivery times must be added to this. At certain times of the year (particularly during sales operations), the processing time may be longer due to the increased volume of orders.

Transport time :

Standard delivery: within 48 to 72 working hours after the carrier has picked up the parcel.
Express delivery: within 24 working hours of the carrier picking up the parcel.
Relay point delivery: within 48 to 72 working hours after the carrier has picked up the parcel.
Delivery to HEsynergies stores: within 24 working hours of the carrier picking up the parcel.

These times do not include postal delivery problems. For deliveries outside the Benelux, delivery times and shipping methods vary according to the destination country. These times do not include postal delivery problems or cases of force majeure. The Seller cannot be held responsible for delays due to an incorrect or incomplete address provided by the Customer. HEsynergies cannot be held responsible for delays in delivery caused by force majeure or by the Customer's provision of an incorrect or incomplete address.

Delivery address :

The Products ordered will be sent to the address indicated by the Customer during the ordering process. Once the order has been validated by the Customer, the delivery address cannot be modified. It is therefore the Customer's responsibility to check all information before confirming payment. The transfer of risk occurs when the Products are delivered to the delivery address provided by the Customer or, where applicable, when the package is collected from the carrier.

ORDER RECEIPT

Late / no delivery
Loss of parcel in transit
HEsynergies selects reliable partners to ensure the routing and delivery of parcels. However, a delay or loss of parcel is possible, even if it is rare. As with any shipment, there may be a delay in delivery or the parcel may be lost. In the event of a delay in delivery of more than 7 days, the Customer must inform HEsynergies Customer Service, who will pass on the information to the carrier in order to launch an investigation. This may take up to 21 days from the date of its launch. If, during this period, the parcel is found, it will be immediately reshipped to the customer's address (in most cases). If, on the other hand, the parcel is not found at the end of the 21-day period, it will be considered lost. In this case, HEsynergies will send a replacement parcel at its own expense. If the lost products are no longer available at that time, HEsynergies will reimburse the full amount of the order, including shipping costs.

Unclaimed" returns
Unclaimed parcels that have not been collected within the period of custody stipulated for the delivery method chosen (post office, retailer, click & collect in HEsynergies boutique) will be reimbursed the full amount of the order, minus shipping and return costs, via the initial method of payment, within 48 hours of receipt of the returned parcel by HEsynergies. The Customer may then place a new order, choosing the delivery method that suits him/her best.

Returns for "NPAI" reasons (incorrect address/not accessible)
Packages that cannot be delivered due to an incomplete or erroneous address, or due to an inaccessible addressee (letterbox not accessible, not identifiable, etc.) will be reimbursed in full, postage and return costs deducted, via the original method of payment, within 48 hours of receipt of the returned package by HEsynergies. The Customer may then place another order, carefully checking the accuracy of the delivery address given.

Returns due to refused customs clearance
Packages that cannot be delivered due to refusal of import customs clearance or unauthorized customs clearance at destination will be reimbursed in full, postage and return postage deducted, within 48 hours of receipt of the returned package by HEsynergies. In the event of abandonment of the goods at customs resulting in their destruction, no refund will be made.

Order cancellation
In the event of delivery being more than 21 days late, the Customer may cancel the order by contacting HEsynergies Customer Service by e-mail.

Anomalies
Each delivery will be deemed to have been made as soon as the Product(s) have been made available by the Carrier to the Customer or a third party designated by the Customer. It is the Customer's responsibility to check the conformity and integrity of the Product(s) immediately upon receipt. Any anomaly must be reported within 48 working hours of delivery and before any use, by contacting customer service. The latter may request any information required for a rapid resolution.

RIGHT OF WITHDRAWAL - RETURNS - REFUNDS

Time limit and procedures for exercising the right of withdrawal
In accordance with Directive 2011/83/EU of October 25, 2011 and Law no. 2014-344 of March 17, 2014 (transposed into the Consumer Code, articles L. 221-18 et seq.), any consumer may exercise his or her right of withdrawal at any time within 14 calendar days of receipt of the Article(s), without having to justify his or her reasons or pay penalties, provided that the Products are returned in their original packaging, complete (accessories, instructions), in perfect condition and unused.

This period expires 14 days after the day on which the Customer or a third party, other than the carrier, takes physical possession of the Product(s).
If this period is not respected, HEsynergies will not be able to reimburse the Product(s).

LEGAL WARRANTIES: NON-CONFORMITY AND DAMAGED GOODS

General terms and conditions
HEsynergies guarantees conformity and the presence of hidden defects. Any complaint in this respect may be sent by post to the following address [email protected] ..
The seller is liable for defects in conformity of the goods with the contract, in accordance with article L.217-4 et seq. of the French Consumer Code, as well as for hidden defects in the goods sold, in accordance with the provisions of articles 1641 et seq. of the French Civil Code.

In the event of a defect, the consumer has two years from the date of delivery to invoke the legal warranty of conformity.
During this period, the consumer need only prove the existence of the defect, without having to specify its date of appearance.

When the sales contract includes a continuous supply of digital content or service for more than two years, the legal warranty applies to this content or service for the entire period of supply.
In this case, the professional's obligation is to provide all updates necessary to maintain the conformity of the digital content or service.
The price of repair or replacement must be paid by the professional within thirty days of the consumer's request, without charge or undue inconvenience.

If the product is repaired in accordance with the legal warranty, the warranty is extended by six months.
If the professional requires replacement, the warranty is renewed for two years from the date of replacement.
The consumer may request a price reduction or cancel the contract and receive a full refund if :

The professional refuses to repair or replace the good.
Repair or replacement takes more than thirty days.
Repair or replacement causes the consumer significant harm, particularly if he has to bear the final costs of taking back, removing or installing the non-conforming or replaced goods.
The non-conformity persists despite an unsuccessful attempt by the seller to bring it into conformity.

In the case of a serious defect, the consumer may request an immediate reduction in price or rescission of the contract, without having to request repair or replacement beforehand.
Minor defects do not entitle the consumer to rescind the contract.
If the goods are immobilized for repair or replacement, the warranty is suspended until the goods are returned to their original condition.

These rights derive from articles L. 217-1 to L. 217-32 of the French Consumer Code.
Any bad faith on the part of the seller in implementing the legal warranty may result in a civil fine of up to 300,000 euros, or 10% of average annual sales (article L. 241-5 of the French Consumer Code).

The consumer also benefits from the legal warranty against hidden defects, in accordance with articles 1641 to 1649 of the French Civil Code, valid for two years from the discovery of the defect.
This entitles the consumer to a price reduction or a full refund by returning the goods.

Procedure to follow
After informing HEsynergies of its wish to exercise a legal warranty, Customer Service will confirm receipt of the request and indicate the procedure to be followed.
After receiving the instructions and the return form, the Customer must return the defective product(s) or the product(s) affected by a hidden defect to the address indicated by Customer Service.
Returned products must be complete, unused (except in the case of a hidden defect) and, if possible, accompanied by their original packaging, the return slip and a copy of the invoice.

HEsynergies will carry out an inspection to verify conformity or detect any apparent or hidden defect. It may also carry out quality tests to confirm that the product is genuine, within a maximum period of one (1) month.

Content of legal warranties
In the event of confirmation of non-conformity or defect, the customer may choose between repair or replacement, subject to costs in accordance with article L.217-12 of the French Consumer Code.
The warranty period is two (2) years from delivery, and proof of the defect is waived for the first year.

In the case of hidden defects, the customer may also ask for the sale to be rescinded or for the price to be reduced, in accordance with article 1644 of the French Civil Code.