Refund policy

Return, Refund and After-Sales Service (SAV) Policy – TOURSEKEV

Last updated: July 30, 2025

🔁 1. Right of withdrawal

In accordance with Articles L221-18 to L221-28 of the French Consumer Code, individual consumers have a legal period of 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to justify their decision or incur any penalties.

The withdrawal request must be made in writing:

  • By email: toursekev@gmail.com
  • Via the site's contact form
  • Or by mail: Tougouchev Igor EI, 3 avenue Albert 1er, 21000 Dijon – France

You may use the standard form provided in Article L221-5 of the Consumer Code (see below), although it is not mandatory.

This right applies only to individual consumers.

⏱ 2. Return period and procedure

Once your withdrawal request has been submitted, you have an additional 14 days to return the product. The shipping date is binding; it is your responsibility to provide proof of shipment (tracking number, shipping receipt, etc.).

🧾 Inspection upon receipt

We recommend carefully checking the condition of your package and its contents upon delivery. In case of a damaged, defective, or clearly non-compliant product, please notify us immediately with supporting photos if possible.

This quick notification helps open an after-sales file and ensures efficient handling.

Beyond the 14-day legal period, no claim regarding a damaged or broken product will be accepted without proof of a manufacturing defect reported within a reasonable time after receipt.

✅ 3. Return conditions

  • The product has not been used, installed, modified, or tested.
  • It is returned complete with all its accessories, manuals, labels, and internal packaging (bubble wrap, sealed bags, etc.).
  • The product is in perfect resalable condition.
  • The original shipping box may be opened, damaged or deformed, as long as the product itself is intact and unopened.
  • The return is properly protected for transport.
  • The return has been pre-approved by our customer service.

Return address: Tougouchev Igor EI, 3 avenue Albert 1er, 21000 Dijon – France

Any return without prior approval may be refused.

If an incorrect item is returned, you will be notified. It must be collected at your expense within one year. After this period, it may be destroyed (Article 2276, para. 1 of the French Civil Code).

❌ 4. Non-returnable products

  • Customized or made-to-order products (e.g. personalized 3D prints).
  • Digital content delivered or downloaded (e.g. STL files, plans).
  • Used, tested, or modified products.
  • Opened or installed consumables.

3D printed products are returnable if all return conditions are met.

🔁 5. Exchange or refund

Once a return is validated, you may choose between:

  • A full refund (including initial shipping fees)
  • An exchange for the same item or an equivalent product (subject to availability)

Return shipping costs are the responsibility of the customer (except in the case of our error).

🚚 6. Return shipping and responsibility

  • Return costs are borne by the customer (except for non-compliant products).
  • You may choose your preferred shipping carrier.
  • We strongly recommend using a tracked and insured shipment.
  • In case of loss or damage during return shipping, the customer bears responsibility.

💸 7. Refund

In accordance with Article L221-24, refunds will be issued within 14 days of receiving the returned product or proof of shipment.

Refunds will be made via the same payment method used for the order.

A partial deduction may apply in case of:

  • Damaged or incomplete product
  • Missing accessories or packaging components

🛠 8. After-sales service (SAV)

For any issue or defect related to a product, please contact us at toursekev@gmail.com and include:

  • Full name
  • Order number
  • Description of the problem
  • Photos if possible

Processing times:

  • 7 business days to respond
  • Up to 30 business days for resolution (depending on return, printing, replacement, etc.)

📄 9. Standard withdrawal form (optional)

To be sent by email or postal mail:

To:
Tougouchev Igor EI
3 avenue Albert 1er
21000 Dijon – France
Email: toursekev@gmail.com

I hereby notify you of my decision to withdraw from the contract concerning the sale of the following item:

Order number: [your number]
Ordered on: [date]
Received on: [date]

Name: [your name]
Address: [your full address]
Date: [submission date]
Signature (only for postal returns)