Return and Refund Policy
1. Right of Withdrawal
In accordance with articles L221-18 and following of the Consumer Code, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to give reasons for your decision or pay any penalty.
If your order includes several items delivered separately, the period runs from the receipt of the last item.
2. Mandatory Return Procedure
No returns are accepted without prior agreement. You must:
- Notify us of your decision before the expiration of the 14-day period, by email to support@mylissea.fr, indicating your name, order number, date of receipt, and the item concerned.
- Await our confirmation email containing the return authorization number and the return address.
- Return the item within 14 days of this notification.
Any package returned without prior authorization, or sent to an address other than the one communicated, will be refused and returned to you at your expense.
3. Condition of Returned Items
The item must be returned complete, unused, in its original undamaged packaging, with all its accessories.
You are liable for any depreciation resulting from handling other than what is necessary to establish the nature and characteristics of the product: an item that has clearly been used will be subject to a partial refund proportional to the depreciation observed.
Exclusion for hygiene reasons: in accordance with article L221-28 of the Consumer Code, products unsealed after delivery and which cannot be returned for reasons of hygiene are not eligible for return if they have been used in contact with hair or scalp.
4. Return Shipping Costs
[TO BE COMPLETED: specify who covers the return shipping costs — the customer or the store.]
We strongly recommend using a tracked shipping service. In the absence of proof of deposit and tracking, no refund can be made if the package does not reach us. The risk of loss during return transit is your responsibility.
5. Refund
After receipt and verification of the item, the refund is made within 14 days, using the payment method used at the time of purchase.
The refund covers the price of the item and the initial standard delivery costs. Additional costs related to an express delivery method chosen by you are not refunded.
We reserve the right to defer the refund until actual receipt of the item or until you provide proof of shipment.
6. Defective, Damaged, or Non-Compliant Products
If you receive a defective, damaged, or different item from your order, contact us within 7 days of receipt at support@mylissea.fr, attaching:
- Clear photographs of the product and its defect
- A photograph of the packaging and shipping label
- Your order number
After verification, we will proceed, at your choice, with replacement or a full refund, with return shipping costs at our expense.
7. Unclaimed Package or Incorrect Address
It is your responsibility to verify the accuracy of the delivery address when ordering. A package returned due to an incorrect or incomplete address, or unclaimed at the pick-up point within the specified time, may be subject to a new shipment at your expense, or a refund minus the shipping costs incurred.
8. Legal Guarantee
Regardless of this policy, you benefit from the legal guarantee of conformity (articles L217-3 and following of the Consumer Code) and the guarantee against hidden defects (articles 1641 and following of the Civil Code).
9. Disputes and Mediation
In case of a complaint, contact us first at support@mylissea.fr. Failing an amicable solution within 30 days, you can use a consumer mediator free of charge: [TO BE COMPLETED: name and contact details of your mediator].
The European online dispute resolution platform is accessible at: ec.europa.eu/consumers/odr
10. Contact
For any questions regarding this policy: support@mylissea.fr — response within 24 to 48 working hours.