Return and Refund Policy V2

You have 14 days from your delivery date to request a return and receive a refund, or to make an exchange. 

To make returning products easier, Gonsac provides a return label costing €4.95 for shipments from France, and €9.95 from Germany, Austria, Belgium, Spain, Luxembourg, the Netherlands, Portugal, and the United Kingdom. The cost of the return label is deducted from the refund amount.

To find out the cost of a return label from a country other than those listed above, please contact us.

Once your return request has been accepted, you have a maximum of 7 days to ship your parcel. After this period, your return label will no longer be valid.

You may also ship your product return using your own means and the carrier of your choice (with return shipping costs remaining your responsibility).

Return conditions

Returned products must be in a condition that allows them to be resold.

For a refund to be approved, returned products must meet the following conditions:

  • Must not have been used
  • Must not show any marks or damage
  • Must be in the same condition as when delivered
  • Must be complete with its tag, protective cover, and any accessories
  • Must be returned in its original packaging

To prevent any damage during transport, you are responsible for carefully protecting the products you return to us.

Any product returned incomplete, used, damaged, or unfit for resale may not be refunded.

Making a return

To request a return, click Make a return or use the Customer service menu at the bottom of the page.

Please provide the requested information, choose your return method (Gonsac return label or your own shipping method), and select your refund method (the payment method used for the order or store credit)

Once your return request has been approved, you can download and print your return label, or ship your parcel using your own means to the address we provide.

Refunds

After receiving and inspecting your return, we will refund the returned products according to the refund method you selected when submitting your return request (payment method or Gonsac credit).

Payment method

Please allow 3 to 5 business days after your return has been processed for the refund amount to appear on your payment method. You will receive a refund confirmation email.

Gonsac credit

The refund amount is credited directly to your Gonsac customer account, in euros (€1 refunded = €1 in Gonsac credit).

Once your return has been processed, the refund amount in credit appears instantly in your customer account, and you will receive an email notification.

Your Gonsac credit balance can be used throughout our store as a payment method for future orders, with no minimum purchase.

To use your credit, simply log in to your customer account at checkout; the available credit will be applied automatically.

Refunds are refused in the following situations

  • an order was not delivered because the delivery address was incorrect, incomplete, or could not be found, and the delivery driver was unable to contact the parcel recipient during the various delivery attempts.

  • an order was not delivered because the recipient was absent and the delivery driver was unable to leave the parcel in the mailbox or hand it to a third party (concierge, neighbors, etc.).

  • an order was not delivered because the recipient refused to pay any applicable import taxes for countries outside the European Union.

  • the parcel was stolen from the mailbox after the delivery driver confirmed its delivery.

  • any product returned incomplete, used, damaged, with missing parts, or showing signs of use not resulting from an error on our part.

  • any return request made more than 14 days after the delivery date.

Exchange

To exchange a product, click Make a return or use the Service menu at the bottom of the page.

Please provide the requested information, then select "Exchange the item".

Product received damaged or defective

If your product has a manufacturing defect, was delivered in a damaged condition, or you received a product different from the one you ordered, contact us as soon as you receive your parcel.

Photographs or a short video showing the issue may be requested while your request is being processed.

After inspection, we will implement the most appropriate solution, which may include replacing your product, issuing a refund, or covering the return shipping costs where applicable.