Refund policy
Return and Refund Policy – NUPILA
1. Statutory right of withdrawal
Consumers have a statutory period of fourteen days from receipt of their order to exercise their right of withdrawal, without having to give a reason.
Where several products from the same order are delivered separately, the period starts from receipt of the last product.
To exercise this right, the customer must inform NUPILA before the period expires by means of a clear statement expressing their decision to withdraw, or by using the form at the end of this policy.
Requests may be sent to:
E-mail: contact@nupila.com
Phone: +33 7 56 90 72 84
Simply refusing the parcel or failing to collect it does not necessarily constitute a declaration of withdrawal. The customer must clearly inform NUPILA of their decision.
2. 30-day money-back guarantee
In addition to the statutory fourteen-day period, NUPILA offers a commercial 30-day money-back guarantee from receipt of the order.
Throughout this period, the customer may request a refund of the product without giving a reason, even after opening the packaging and using the product. That is precisely the point of this guarantee: to let you try the sealer in real conditions.
The product must be returned complete, with its accessories and, where possible, its original packaging. A partial refund may be applied where the product is returned incomplete or has suffered obvious damage going beyond normal trial use.
This commercial guarantee neither reduces nor replaces the statutory right of withdrawal applicable during the first fourteen days, nor the legal guarantees.
3. Condition of the returned product
During the statutory withdrawal period, the customer may handle and inspect the product to the extent necessary to establish its nature, characteristics and proper functioning.
The customer may be held liable for any diminished value resulting from handling beyond what is necessary for that purpose.
Opening the packaging alone does not remove the statutory right of withdrawal.
The customer must return the product with its accessories and, where possible, its instructions and original packaging.
4. Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases provided for by law, in particular to products:
- made to the customer's specifications or clearly personalised;
- liable to deteriorate or expire rapidly;
- unsealed after delivery and which cannot be returned for hygiene or health protection reasons, where the statutory conditions are met.
The fact that a product is on sale or offered at a reduced price does not in itself remove the statutory right of withdrawal.
5. Return procedure
Before making a return, the customer must contact NUPILA at contact@nupila.com, stating:
- their name;
- their order number;
- the product concerned;
- whether they are exercising their right of withdrawal or using the 30-day money-back guarantee.
NUPILA provides the customer with return instructions and the applicable return address within 48 business hours of the request. This processing time does not reduce the period available to the customer to exercise the right of withdrawal.
NUPILA's correspondence address at 60, rue François 1er – 75008 Paris is not a return address. No product should be sent there.
After informing NUPILA of their decision to withdraw, the customer has fourteen days to send the product back.
Customers are advised to keep proof of postage until their return has been fully processed.
6. Return costs
Where withdrawal is for personal convenience, the direct cost of returning the product is borne by the customer.
Where the return results from a defective, damaged, incorrect or non-conforming product, the costs necessary to take it back or bring it into conformity are borne by NUPILA.
No return whose costs are to be borne by NUPILA should be arranged by the customer before receiving instructions from customer service.
7. Refunds in the event of statutory withdrawal
Where withdrawal is validly exercised, NUPILA refunds the sums paid for the products concerned together with the initial delivery costs corresponding to the standard delivery method offered.
If the customer expressly chose a more expensive delivery method than the standard one, the corresponding supplement is not refunded.
The refund is made using the same means of payment as that used for the order, unless the customer expressly agrees to another means involving no cost.
The refund is made within a maximum of fourteen days from the date on which NUPILA is informed of the decision to withdraw.
NUPILA may withhold the refund until the product has been received back or until the customer has supplied evidence of having sent it back, whichever is the earlier.
The refund may be reduced where the product has suffered a diminished value resulting from handling other than what was necessary to establish its nature, characteristics and proper functioning.
8. Refunds under the 30-day money-back guarantee
For a request made between the fifteenth and the thirtieth day following receipt, NUPILA refunds the full price of the product, whether or not it has been used, provided it is returned complete and with its accessories.
The refund is made after the product has been received and checked, within a maximum of fourteen days from that receipt, using the same means of payment as that used for the order.
The direct cost of returning the product remains payable by the customer, except where the return results from an error attributable to NUPILA or from a defective, damaged, incorrect or non-conforming product, in which case NUPILA bears those costs.
A partial refund may be applied where the product is returned incomplete or damaged beyond normal trial use. The customer is informed before the refund is processed.
9. Defective, damaged, incorrect or non-conforming product
If the product received is defective, damaged, incorrect or does not match the order, the customer must contact NUPILA as soon as possible at contact@nupila.com.
Customers are invited to include their order number and any photograph or video that helps identify the problem more quickly. The absence of a photograph does not remove the rights provided by the legal guarantees.
After examining the request, NUPILA will offer a solution in accordance with applicable law, in particular repair or replacement of the product.
Where those solutions are impossible or cannot be implemented under the statutory conditions, a price reduction or a refund may be offered.
Bringing the product into conformity is free of charge for the consumer.
The detailed conditions of the legal guarantee of conformity and of the guarantee against hidden defects are set out in the Terms and Conditions of Sale.
10. Parcel not delivered or returned to sender
Where a parcel is returned because of an incorrect or incomplete address, a failure to collect it, or a failure to provide the carrier with the information needed for delivery, the customer must contact NUPILA.
A new shipment may be offered after the situation has been checked and the full address confirmed.
Where the failed delivery is attributable to the customer, the actual reshipping costs may be charged. The amount is communicated in advance and the reshipment is only made after the customer's agreement and, where applicable, payment.
No reshipping costs are charged where the failed delivery results from an error by NUPILA, its logistics provider or the carrier.
If the customer requests cancellation of the order rather than a reshipment, the request is examined in accordance with applicable statutory rights and the circumstances that caused the delivery to fail.
11. Contact
For any question about an order, a return or a refund:
Phone: +33 7 56 90 72 84
E-mail: contact@nupila.com
Correspondence address: 60, rue François 1er – 75008 Paris, France
This address does not receive returns. The applicable return address is communicated to the customer by customer service.
NUPILA undertakes to respond to requests within 24 to 48 business hours.
12. Withdrawal form
Please complete and send this form only if you wish to exercise your right of withdrawal.
To the attention of NUPILA – contact@nupila.com
I hereby give notice of my withdrawal from the contract for the sale of the following product:
Product:
Order number:
Order date:
Date received:
Customer name:
Customer address:
Date of request:
Customer signature, only if this form is sent on paper: