Exchange and Return Policy

This Exchange and Return Policy outlines the terms and conditions for returning and exchanging products purchased from EI Y.G. (witspell.com) (“we”, “our”, “us”), in accordance with French consumer law and the European Union’s Distance Selling Regulations.

1. General Policy for Regular Merchandise

Right of Withdrawal (Droit de Rétractation)

Under French law, customers purchasing products online have the right to withdraw from the purchase within 14 days of receiving their order. This right applies to regular, non-customized merchandise.

  • Withdrawal Period: You have 14 days from the date of delivery to notify us of your intent to return the product for a refund.
  • Notification: To exercise your right of withdrawal, you must inform us in writing (via email or using our contact form) within the 14-day period. You may use the withdrawal form template provided below, but it is not mandatory.
  • Return Shipping: Once you have informed us of your decision, you must return the product(s) within 14 days. Return shipping costs are the responsibility of the customer unless otherwise specified.
  • Condition of the Product: Returned products must be in unused and original condition, including all original packaging, labels, and accessories.
  • Refunds: We will issue a refund within 14 days of receiving the returned product. Refunds will be made to the original payment method. Shipping fees incurred during the original purchase will be reimbursed only if the entire order is returned.

Exchange Policy

If you wish to exchange a product for a different size, color, or model, you must follow the same process as outlined in the “Right of Withdrawal” section. Once we receive the returned product, we will ship the replacement, provided that it is available in stock.

  • Shipping Costs for Exchanges: Customers are responsible for shipping costs to return the item. We will cover the cost of shipping the exchanged item back to the customer, provided it is an even exchange (e.g., same item, different size).

2. Exclusions: Custom-Made and Personalized Products

Non-Returnable and Non-Exchangeable Items

Under French consumer law (Article L221-28 of the Code de la Consommation), products that are custom-made or personalized to your specifications cannot be returned or exchanged, except in cases where the product is faulty or does not match the order.

  • Examples: Items with customized engravings, personalized clothing, or custom-sized furniture fall into this category.
  • Faulty Products: If the custom product arrives damaged, you must notify us within 7 days of receiving the product. In such cases, we will offer either a replacement or a refund, and we will cover the return shipping costs.

Important Note:

For custom-made products, please double-check your order details (e.g., sizes, colors, customization details) before submitting the order, as these cannot be changed after production begins and cannot be returned.

3. How to Initiate a Return or Exchange

To return or exchange a product, please follow these steps:

  1. Contact Us: Email us at support@witspell.com or fill out our online return form within the appropriate time frame (14 days for regular merchandise, 7 days for faulty custom products).
  2. Prepare the Return: Pack the item securely, including all original packaging, labels, and any accessories, to ensure it arrives safely.
  3. Ship the Item: We will provide you all details about the address where to return the item in the email.
  4. Refund/Exchange Process: Once we receive the returned product, we will process the refund or exchange within 14 days.

4. Refunds for Shipping Costs

  • Regular Merchandise: If you return the entire order, we will refund the initial standard shipping costs. For partial returns, shipping fees will not be refunded. Return shipping costs are the responsibility of the customer unless otherwise specified.
  • Custom Products: Custom or personalized products are not eligible for refunds unless they are faulty.

5. Condition of Returns

To be eligible for a refund or exchange, the product must be in the following condition:

  • Regular Merchandise: Must be unused, in its original condition, with all packaging, tags, and accessories intact.
  • Custom Products: Only eligible for returns if they are defective, as described above.

We reserve the right to refuse any return that does not meet these conditions or shows signs of use or damage.

6. Exceptions to the Right of Withdrawal

In addition to custom-made and personalized products, the following items are also excluded from the right of withdrawal under French law:

  • Perishable goods (e.g., food or flowers).
  • Sealed goods that cannot be returned for health or hygiene reasons once unsealed (e.g., cosmetics, undergarments).

7. Model Withdrawal Form

If you wish to exercise your right of withdrawal, you can use the following form template:

To: support@witspell.com

I hereby give notice that I withdraw from my contract of sale for the following product(s):

Order number: [order number]
Product(s): [List of product(s)]
Ordered on [Date] / Received on [Date]

Detailed reason for the return. If the product is faulty, please, attach photos where we can clearly see that the product has a factory defect or was damaged before arrival.

Customer name: [Your name]
Customer address: [Your address]

Date: [Date]

8. Contact Information

If you have any questions regarding our return and exchange policy, please contact our customer service team:

  • Email: support@witspell.com

This Exchange and Return Policy ensures that we comply with French law and the European Union’s consumer protection regulations while offering you clear guidelines for returns and exchanges.