Refund policy

Return and Refund Policy

This policy applies to orders placed by a consumer on TOURSEKEV.com. It does not remove any rights provided by the French Consumer Code.

Table of Contents

• 01. Right of Withdrawal
• 02. How to Withdraw
• 03. Returning the Product
• 04. Condition of the Product
• 05. Return That Does Not Match the Order
• 06. Excluded Products
• 07. Refund
• 08. Cancellation Before Shipment
• 09. Damaged, Defective or Non-Conforming Product
• 10. Withdrawal Form
• 11. Mediator and Contact

01. Right of Withdrawal

In accordance with Articles L. 221-18 et seq. of the French Consumer Code, you have 14 days to withdraw from the contract, without giving any reason and without penalty.

The period starts on the day after delivery of the item. If the order includes several items delivered separately, it starts on the day after delivery of the relevant item. If this period expires on a Saturday, Sunday or public holiday, it is extended to the next working day.

You may also withdraw before receiving the product.

02. How to Withdraw

Your request must clearly state that you are withdrawing. It must include:

• the order number;
• the product concerned, or that the withdrawal applies to the entire order;
• the email address associated with the order.

You can send it:

• via the form in the “Contact” section of the navigation menu;
• via the “Cancel the contract here” link in the footer. This link opens the withdrawal form. The requested information must be filled in;
• by email to toursekev@gmail.com, from the email address associated with the order;
• by post to the address indicated in the legal notices. Registered mail is recommended but not mandatory.

If you write from a different email address, or if you send your request by post, use the form in section 10, or provide the same information. Until this information is provided, the request cannot be linked to the order.

If this information is missing, the request is not processed. A message or letter that only says “I withdraw”, without an order number, product concerned and associated email address, does not allow the order to be identified. We will then request the missing information. The withdrawal is only taken into account on the date we receive it, and only if the 14-day period has not expired.

If the email address is the one associated with the order and only one order can be linked to it, that order is the one concerned.

When the request comes from the email address associated with the order, the contact form or the footer link, the form in section 10 is not mandatory. A signature is only required if the form is sent by post.

No prior agreement is required to withdraw.

03. Returning the Product

After notifying us, you have 14 days to return the product. The shipping date is decisive. Keep proof of shipment.

Return shipping costs are at your expense. You choose the carrier. Tracked shipping is recommended. In the event of loss or damage during the return, the risk remains yours.

Return address: the one indicated in the legal notices.

The product may be returned in a different box and with different protection than the original. It must be protected, and the returned order must be complete, including its accessories.

A parcel returned without notifying us of your withdrawal is not treated as a withdrawal. If you do not withdraw, the return is handled according to the shipping policy.

04. Condition of the Product

You may examine the product as you would in a store. It is not required that it be unopened or unhandled.

If the product has been used beyond this examination, if it shows signs of use, if it is incomplete, damaged or soiled, a depreciation may be deducted from the refund, in accordance with Article L. 221-23 of the French Consumer Code. This deduction corresponds to the loss in value observed. It is not a restocking fee.

05. Return That Does Not Match the Order

If the returned parcel does not contain the product from the order, or contains another item, the withdrawal is not executed. No refund is made. Return shipping costs remain at your expense.

If the product is returned without adequate protection, in bulk, or soiled by a liquid or debris, the refund may be refused or reduced according to the condition of what was received.

If the returned parcel contains a product that does not exist in the shop, or a product soiled by a liquid or waste, new orders may be refused until the seller agrees.

We will inform you of what was received. To recover this parcel, you must provide us with a prepaid return label, or arrange its collection, at your expense.

If not collected within 90 days of this information, we are no longer required to keep the parcel. It may then be destroyed.

Photos and a description of what was received are kept for the duration of the dispute, then deleted once the file is closed.

06. Excluded Products

In accordance with Article L. 221-28 of the French Consumer Code, the right of withdrawal does not apply:

• to products that are clearly personalized or made to your specifications;
• to digital content, such as files, when performance has begun with your prior express agreement, and you have acknowledged that you lose your right of withdrawal.

A 3D-printed product that is not personalized remains subject to the right of withdrawal. The mention “final sale” does not remove this right when no legal exclusion applies.

07. Refund

In accordance with Article L. 221-24 of the French Consumer Code, the refund takes place within 14 days of the date the withdrawal is taken into account. It may be deferred until receipt of the product or receipt of proof of shipment, whichever comes first.

As long as the parcel can still be collected, no refund is made.

If, after the refund, it appears that the parcel was collected or could still be collected at the time of the decision, the refund may be cancelled or deducted from a later order.

The refund includes the price of the product. If the withdrawal covers the entire order, the delivery costs you paid to receive it are also refunded. If it covers only certain products, these costs are refunded only in proportion to the products returned. Return shipping costs remain at your expense. The refund is made using the payment method used for the order.

No refund is made in the case provided for in section 05.

08. Cancellation Before Shipment

As long as the item has not been shipped, you may request cancellation of the order via the contact form or by email. The amounts paid, including delivery costs, are refunded using the payment method used for the order.

After shipment, cancellation is no longer possible. You may then exercise your right of withdrawal.

09. Damaged, Defective or Non-Conforming Product

The 14-day period concerns only withdrawal. It does not limit the legal warranty of conformity, provided for in Articles L. 217-3 et seq. of the French Consumer Code, nor the warranty against hidden defects, provided for in Articles 1641 et seq. of the Civil Code.

If the product is damaged, defective or does not match the order, contact us via the contact form. Photos may be requested to examine the claim. They are not a condition of your claim.

The return of a damaged or non-conforming product is done with our agreement. A return label is then provided. Unless otherwise agreed, the new shipment and the refund take place after the product is returned. Detailed procedures are set out in the shipping policy, under “Damaged Parcel”.

10. Withdrawal Form

To the attention of the seller, at the contact details indicated in the legal notices:

I hereby notify you of my withdrawal from the contract for the sale of the good below.

• Order no.:
• Product concerned, or entire order:
• Email address associated with the order:
• Ordered on:
• Received on:
• Consumer’s name:
• Consumer’s address:
• Date:
• Signature, only if this form is sent on paper:

11. Mediator and Contact

If a disagreement persists after contacting us, you may contact the consumer mediator free of charge. Their contact details are available in the legal notices and in the general terms and conditions of sale.

For a return or refund request, use the form in the “Contact” section of the navigation menu, or the contact details indicated in the legal notices.