Terugbetalingsbeleid
Refund Policy & Return Policy
We want you to be genuinely happy with your purchase. If you are not, you have a clear and generous route to a refund — set out below in plain language.
Right of withdrawal — 14 days
You have the right to cancel your order within 14 days of receiving it without giving any reason. This is your statutory right of withdrawal under EU consumer law (Directive 2011/83/EU), and we apply it to every customer regardless of location.
The withdrawal period expires 14 days after the day on which you, or a third party indicated by you, takes physical possession of the goods. Where an order is delivered in multiple parcels, the period runs from receipt of the final item.
How to exercise your right
To withdraw from the contract, inform us by an unambiguous statement — email is fine. Send your order number and a short note to admin@bysoleneparis.com
You may use the model withdrawal form below, but you are not obliged to. To meet the deadline, it is sufficient that you send your communication before the 14-day period expires.
Returning the goods
After notifying us, you have a further 14 days to send the goods back. We will provide the return address within 2 business days of your notification.
Return the product complete, with all accessories, cables and manuals.
Use the original packaging where possible
You bear the direct cost of returning the goods, unless the item is faulty, damaged, or was sent in error — in which case we cover it.
Your refund
We will reimburse all payments received from you, including the standard delivery charge, without undue delay and in any event within 14 days of the day we are informed of your decision to withdraw. We use the same means of payment you used for the original transaction, and you will incur no fees as a result. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them, whichever is earlier.
Diminished value
You are entitled to unpack and inspect the product as you would in a shop. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. In practice: try it, and if it is not for you, send it back — that is fine. Visible damage or heavy use is not.
Faulty or incorrect items
If your item arrives damaged, faulty, or is not what you ordered, contact us within 7 days with a photograph. We will arrange a replacement or a full refund at no cost to you, and we pay the return shipping. This is in addition to, and does not limit, your statutory rights.
Warranty
All devices carry a 24-month warranty against manufacturing and material defects. The warranty does not cover drop damage, liquid damage, or use contrary to the manual. Your statutory rights as a consumer are unaffected.
Exceptions
The right of withdrawal does not apply to sealed goods returned unsealed where this is not appropriate for health protection or hygiene reasons. Where this applies to a product, it is stated clearly on that product page before you buy.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: By Solène Paris, Hooilaan 73, 4816EB Breda, Netherlands, admin@bysoleneparis.com
We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on: ____________________Order number: ____________________Name of consumer: ____________________Address of consumer: ____________________Signature (only if this form is notified on paper): ____________________Date: ____________________
Complaints and dispute resolution
If you are unhappy with how we have handled a return, please contact us first — we would much rather resolve it directly. If we cannot reach agreement, EU consumers may submit a complaint via the European Commission's Online Dispute Resolution platform at ec.europa.eu/odr
By Solène Paris · Hooilaan 73, 4816EB Breda, Netherlands · KvK 78221412 · BTW NL003304042B15 · Contact: admin@bysoleneparis.com