CONTACT AND COMPLAINTS

We are always listening to you. Do not hesitate to contact the Moranelle customer service team who will be happy to answer any questions you may have, in particular regarding this statement, and especially if you wish us to stop processing your personal information.

You can contact customer service to this email adress : service-client@moranelle.fr

Moranelle SAS 7 bis rue des Alouettes 60113 Monchy-Humières France

 

RETRACTATION

Buyers, individuals benefit from a withdrawal period of fourteen clear days from the delivery of their order to return the product to Moranelle for refund without penalty.

The retraction must be formulated via the Moranelle customer area: https://www.moranelle.fr/fr/historique-commandes, to do this the buyer must :

- Access your order history from your account.

- Select the order containing the product he wants to return.

- Select the product(s) you want to return by checking the box next to their name(s).

- (optional) Add an explanation for this return so that we understand why the product is not suitable.

Upon receipt of this return request, a prepaid"Colissimo" return voucher will be sent by email. The products must be returned in their original unopened packaging, i.e. not worn and clean, accompanied by the delivery note to the address indicated on the prepaid return slip"Colissimo" provided by Moranelle.

After receipt and verification of the products, a credit note will be generated automatically and will then be available on the buyer's online account in the form of a purchase voucher. If he wishes, the buyer can then place another order for the desired product(s) using this voucher.

If the purchaser prefers a refund it is advisable to indicate it on the delivery order which you will have joined to the parcel for the return of the goods or by simple mail to service-client@moranelle.fr by specifying well the number of order and its name or via the form of contact: https://www.moranelle.fr/fr/nous-contacter

Moranelle will refund the buyer within 30 days following the date on which the right of withdrawal of the buyer has been exercised in accordance with Article L 121-20-1 of the Consumer Code.

Customised products are excluded from the right of withdrawal.

RETURNS

In case of non-conformity of the product or any other requests for return, the buyer may make a request for return to Moranelle.

To do so, the buyer must via his Moranelle customer area: https://www.moranelle.fr/fr/historique-commandes :

- Access your order history from your account.

- Select the order containing the product he wants to return.

- Select the product(s) you want to return by checking the box next to their name(s).

- (optional) Add an explanation for this return so that we understand why the product is not suitable.

Upon receipt of this return request, a prepaid"Colissimo" return voucher will be sent by email.

If the buyer and Moranelle have agreed to return the products, the returned items must imperatively, for hygiene reasons be returned in their original packaging complete and intact and in perfect condition for resale. Products unfit for further marketing will not be refunded, returned or exchanged.

The return will be made to the address below by attaching a copy of the delivery order and using the prepaid"Colissimo" return order provided by Moranelle.

Moranelle SAS- Service Retour  - 7 bis rue des Alouettes 60113 Monchy-Humières France.

The cost of returning the product ordered and delivered will be borne by Moranelle. In any case, these provisions do not deprive the buyer of his right of withdrawal as provided under the heading"Withdrawal".

It is also specified that the products offered during special summer and winter operations come in defined quantities well before the sale is put online and may not be replenished. These products cannot be the object of an exchange on behalf of the purchaser, but only of a refund in the event of nonconformity.

If a credit note is issued, it will be generated automatically after verification of the goods. This credit note will then be available on the buyer's online account as a voucher. The buyer can then re-order the desired product(s) using this voucher.

If the purchaser prefers a refund it is advisable to indicate it on the delivery order which you will have joined to the parcel for the return of the goods or by simple mail to service-client@moranelle.fr by specifying well the number of order and its name or via the form of contact: https://www.moranelle.fr/fr/nous-contacter.


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