Politique de remboursement

1. Summary of your principal rights

For most eligible online purchases, a consumer has 14 calendar days from physical receipt of the goods to notify us of a decision to withdraw without giving a reason. Where one order is delivered in several parts, the period generally begins when the last item or part is received. After notifying us, the consumer generally has a further 14 days to send the goods back.

The statutory right of withdrawal is separate from rights relating to goods that are defective, damaged, incorrectly supplied or not in conformity with the contract. Nothing in this policy excludes or restricts the legal guarantee of conformity, the guarantee against hidden defects or any other mandatory remedy.

2. How to exercise the right of withdrawal

Before the 14-day notification period expires, send an unambiguous statement to info@total-hearth.shop. State your name, order number, the products concerned, the date ordered and received, and that you wish to withdraw. You may use the model form at the end of this policy, but it is not compulsory.

We will acknowledge the request and provide the return authorisation, return destination and packaging instructions. Do not send goods to an address shown on a parcel label without confirmation; logistics and return facilities may differ. A timely withdrawal notice is effective even if our reply arrives later.

3. Return condition and handling

You may inspect an item only as you would reasonably inspect it in a physical shop. Returned products should be complete and, where reasonably possible, include manuals, accessories, labels and original protective packaging. You are responsible only for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

For stove glass and precision components, use the original protective materials or equivalent rigid packaging. Do not install, fire, heat, cut, drill, grind, wire, glue or chemically treat an item if you may wish to return it. Products exposed to combustion residue, soot, fuel, adhesives, sealants or excessive heat may have suffered handling beyond what is necessary.

4. Return costs

For a change-of-mind withdrawal, the customer bears the direct cost of returning the goods unless we expressly agree otherwise. Because some glass panels, motors and heating components may require tracked, insured or specialist transport, return costs can vary. We will identify the correct destination before shipment. We do not impose a restocking fee for exercising the statutory right of withdrawal, but lawful deductions for diminished value may apply.

If the item is incorrect, damaged in transit, defective or legally non-conforming, and the claim is accepted, we will provide or reimburse a reasonable return method where a return is required. Do not incur exceptional shipping or repair costs without our prior agreement unless mandatory law provides otherwise.

5. Refund timing and method

Following a valid withdrawal, we will reimburse payments received for the returned goods and the cost of the least expensive standard delivery option offered for the order. Because standard delivery is free on all orders, there is normally no outbound standard shipping amount to reimburse. Extra charges arising from a customer’s choice of an enhanced delivery method are not refundable beyond the standard amount required by law.

We will issue the refund without undue delay and no later than 14 days after being informed of the withdrawal. For goods, we may withhold reimbursement until we receive them or until the customer supplies evidence of dispatch, whichever occurs first. Refunds are made using the original payment method unless the customer expressly agrees to another method and incurs no fee.

Bank and payment-provider processing times are outside our direct control after a refund is issued. If a refunded amount does not appear after the provider’s normal processing period, contact us with the order number.

6. Exchanges

We do not guarantee direct exchanges because stock and compatibility can change. The clearest process is normally to return an eligible item and place a new order. If we offer an exchange in a particular case, the statutory rights and refund rules remain unaffected.

7. Exceptions to withdrawal

The right of withdrawal may not apply where a statutory exception applies, including goods made to the consumer’s specifications or clearly personalised; sealed goods that are unsuitable for return for health-protection or hygiene reasons after unsealing; goods inseparably mixed with other items after delivery; and other categories excluded by applicable law. A compatibility choice alone does not make a standard stocked item personalised.

Cut-to-size or specially manufactured stove glass, custom-cut gaskets, specially configured components and other made-to-order items may fall within the personalised-goods exception when they are produced to the customer’s individual specifications. We will identify custom status before purchase where applicable. This exception does not remove rights if custom goods are defective or do not match the agreed specification.

8. Damaged parcels and incorrect goods

Inspect the parcel promptly. If safe to do so, photograph the outer packaging, carrier label, internal protection and product before discarding packaging. Report visible breakage, missing parts or an incorrect item to info@total-hearth.shop as soon as reasonably possible. A delayed report does not automatically remove mandatory rights, but prompt evidence helps us investigate with the carrier.

Never install or operate visibly damaged stove glass, an electrical component with damaged insulation, a cracked combustion part or any item that may create a safety risk. We may request photographs, model information, dimensions, serial or batch references, or return of the item. These requests are intended to verify and resolve the claim and do not reduce statutory rights.

9. Legal guarantee of conformity and hidden defects

Consumers are protected by the French legal guarantee of conformity. If a product is not as agreed, does not possess the qualities reasonably expected, is unsuitable for normal use or is incorrectly supplied, the consumer may be entitled to repair or replacement without cost, within the conditions and time limits prescribed by law. Where repair or replacement is impossible, disproportionate, not completed within the legal period, or causes major inconvenience, a price reduction or termination and refund may be available under the applicable rules.

Consumers may also have rights under the French legal guarantee against hidden defects where a defect existing at the time of sale makes the item unfit for its intended use or substantially reduces that use. These statutory guarantees operate independently of any commercial warranty.

10. Cancellations before dispatch

Contact us immediately if you wish to cancel. We will try to stop processing, but cancellation before dispatch is not guaranteed. If the parcel has already entered fulfilment or transport, you may refuse delivery where appropriate or use the withdrawal procedure after receipt. Custom production may begin quickly and can affect withdrawal rights if the legal exception applies.

11. Unclaimed, refused and undeliverable parcels

A parcel returned because an incorrect or incomplete address was supplied, delivery was repeatedly refused, or collection was not completed may be refunded after return and inspection, subject to mandatory law and any direct costs lawfully attributable to the customer. This does not apply where refusal is justified by damage, late delivery after valid cancellation, or another legal reason.

12. Abuse and fraudulent claims

We may investigate inconsistent evidence, altered items, substituted goods, fabricated tracking information or repeated claims suggesting misuse. We will not deny a legitimate statutory remedy merely because a review is required, but fraud may be reported and may lead to refusal of claims not supported by the facts.

13. Model withdrawal form

To: total-hearth.shop, info@total-hearth.shop

I hereby give notice that I withdraw from my contract of sale for the following goods: [identify the goods in your email]. Order number: [include the order number]. Ordered on / received on: [include the applicable dates]. Consumer name: [include your name]. Consumer address: [include your address]. Date of notice: [include the date].

The bracketed prompts above form part of the statutory communication process and must be replaced with the customer’s own transaction details when the form is used; they are not missing business information.

14. Contact

Send all withdrawal, return, damage, conformity and refund enquiries to info@total-hearth.shop. Include the order number and enough information for us to identify the purchase. Do not include payment-card numbers or unnecessary identity documents.