Politique de remboursement
Refund and Return Policy
Right of withdrawal – 14 days
If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days from the date on which you, or a third party designated by you, receives the goods, without having to provide a reason.
To exercise your right of withdrawal, you must inform us of your decision before the end of the 14-day withdrawal period.
You can contact us at:
You may use the withdrawal form made available on our website or send us any other clear statement expressing your decision to withdraw.
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after informing us of your decision to withdraw.
Returns must be sent to:
[INSERT RETURN ADDRESS]
Please contact us before returning your order so that we can provide you with the appropriate return instructions.
Condition of returned products
You may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as you would reasonably be able to do in a physical store.
You may be held responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Where possible, please return the product with all components, accessories and protective packaging originally supplied in order to avoid damage during transport.
The absence of the original packaging does not, by itself, remove your statutory right of withdrawal.
Return shipping costs
When you exercise your statutory right of withdrawal because you have changed your mind, the direct cost of returning the goods is your responsibility.
We do not provide prepaid return labels for withdrawals unless we expressly agree otherwise.
If the product is defective, damaged, incorrect or does not conform to your order, please refer to the section Damaged, defective or incorrect items below. In those circumstances, you will not be required to bear return costs where applicable under consumer law.
Personalised and made-to-order products
The statutory right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised, in accordance with applicable European and French consumer law.
This may include, depending on the product ordered, items manufactured, engraved, printed, configured or otherwise produced specifically according to information or personalised specifications provided by you.
The fact that a product offers selectable options does not automatically make it a personalised product. The withdrawal exclusion applies only where the product has genuinely been made according to your specifications or is clearly personalised.
This exclusion does not affect your rights if the product is defective, damaged, incorrect or does not conform to your order.
Damaged, defective or incorrect items
Please inspect your order when you receive it.
If your item arrives damaged, defective, incomplete, incorrect or does not conform to your order, please contact us as soon as reasonably possible at:
Please provide your order number and, where useful, photographs showing the issue so that we can assess the problem.
Nothing in this policy limits your statutory rights, including the legal guarantee of conformity applicable to consumers.
Where a product is covered by the legal guarantee of conformity, the remedies required by applicable law will be provided without cost to the consumer.
Exchanges
We do not operate a separate automatic exchange service.
If you wish to replace a non-personalised item simply because you have changed your mind, you may exercise your right of withdrawal where applicable and place a new order for the desired product.
This does not affect your statutory rights in relation to defective or non-conforming goods.
Sale and promotional items
Products purchased during a sale, promotion or with a discount remain subject to the same statutory consumer rights as products purchased at full price.
Where the legal right of withdrawal applies, a discounted or promotional price does not remove that right.
Refunds following withdrawal
If you validly exercise your right of withdrawal, we will refund all payments received from you in relation to the returned product, including the cost of our least expensive standard delivery method offered for the original order.
If you selected a more expensive delivery option than our standard delivery method, the additional delivery cost is not refundable.
We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.
The refund will be made without undue delay and no later than 14 days from the date on which we are informed of your decision to withdraw, subject to the rules above regarding receipt or proof of return.
Unless otherwise expressly agreed, the refund will be made using the same payment method that you used for the original transaction.
No additional fee will be charged by us for the refund.
Refunds for defective or non-conforming products
Where a product is defective or does not conform to the contract, your rights are governed by the applicable statutory consumer guarantees.
Depending on the circumstances and applicable law, this may include repair, replacement, price reduction or refund.
Any rights under this section are separate from, and are not limited by, the 14-day right of withdrawal.
Legal guarantee of conformity
Consumers benefit from the legal guarantee of conformity provided by French consumer law.
For goods covered by this guarantee, the consumer may exercise their statutory rights within the legal period applicable from delivery of the goods.
This legal guarantee applies independently of any commercial warranty that we may optionally provide.
Contact
For any question concerning a return, withdrawal, refund or product issue, please contact:
Branching Families
Email: contact@branchingfamilies.com
Return address:
[INSERT RETURN ADDRESS]
Last updated: August 2026