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AFTER-SALES SERVICE
A transparent after-sales service policy
Our after-sales service deals with your request immediately, determines the type of problem and guides you from beginning to end. In case of defect or imperfection related to the product, you shall have nothing to pay, all is included, and we provide you with a free return authorization for transportation costs. The same goes for the product’s guarantee period.
Our after-sales service can be reached very easily by calling 03 20 76 66 79, local call rate, and indicates you the procedure to follow. Open from Monday to Friday, from 8.30 am to 6.30 pm.
Article 7: Right of withdrawal, return and exchange
In accordance with Article L. 121-21 of the French Consumer code, Customers have a maximum of 14 days from the reception of the product to exercise their right of withdrawal without penalties, except those related to the return costs of the Products in question.
Return procedure
To exercise this right, Customers must proceed as follows: either by logging in on LADC’s website, section “Manage my order” – My Account: just tick the Product and the quantities to return, and validate by clicking “Confirm your return request”. The Customers’ return request shall then be studied by LADC, which shall then send an email with the return number to mention on the parcel, as well as the address where the parcel must be returned to; either by contacting the aftersales service – via the contact form contact@lesartisansducouteau.com or by email or phone – which shall give them the instructions to follow; either by any statement without any ambiguity, expressing their clear attention to withdraw, addressed to LADC, by mentioning their name, full contact details, the reception date of the Product(s), the reference of the order in question and the Product(s) for which the right of withdrawal is exercised (LADC recommends you, as a precaution, to address this statement by registered letter with acknowledgement of receipt.
Return of the Product
Customers must return the ordered Product within a maximum period of 14 days following the exercise of their right of withdrawal, to the following address:
LADC - Les Artisans du Couteau
13 bis pavé du bas chemin
59910 BONDUES
LADC recommends that Customers return their Products via registered letter, or using an additional insurance which guarantees, if necessary, the repayment of the Products up to their real market value, in case of damaged or lost merchandise.
Customers return their Products at their own risks. We recommend they keep a proof of the return so as to facilitate procedures in case of problems occurring during the transport.
Except for hypotheses of lack of conformity or hidden defects on the Product, the return fees of the goods are to be paid by Customers.
The returned Products must be undamaged, in perfect resale condition, in their original package. They mustn’t have been used nor damaged, even slightly, and must be as clean as possible. Any damaged or incomplete (missing accessory, instructions…) Product, or one whose original package has been damaged, shall not be repaid for nor exchanged.
Effects of the withdrawal
In case of withdrawal from your part of the herein agreement, we shall repay you for all the payments you made to LADC, including delivery costs (except for additional fees due to the fact that you have, if necessary, chosen a different delivery method from the cheapest standard delivery method suggested by LADC), without excessive delay and, in any event, fourteen days maximum from the day upon which we were informed of your decision of withdrawal from the herein agreement. We shall proceed to repayment by using the same payment method as the one you used for the initial transaction, except if you expressly agreed on a different method; in any case, until we actually receive the product or until you provide a proof that the product has been shipped, the selected date is that upon which the first of these facts occurred.
Exceptions to the right of withdrawal
The exercise of the right of withdrawal is excluded for agreements related to:
- The provision of goods made according to the consumer’s specifications or customized with an engraving or logo;
- The provision of goods likely to wear out or expire rapidly;
- The provision of a newspaper, periodical or magazine, except forthos related to the subscriptions to these publications;
- The provision of goods which have been unsealed by the customer after delivery and which cannot be sent back for hygiene or health protection reasons.
Repayment period & terms and conditions
The repayment of the amounts paid by Customers (including single delivery costs) shall be made, at the latest, within 14 days from the reception day of the returned Product, and according to the payment method used when the Order was passed. However, LADC can opt for another payment method, after Customers expressly agreed with it beforehand, and without any additional fee. If Customers exercise their right of withdrawal, for a part of the Order only, only the price invoiced for the returned Product shall be repaid. In case of partial withdrawal of the Order, the Customers who would have benefitted, as part of the initial Order, from a free delivery due to the overcharging of a certain amount of order, could be asked to repay for the delivery costs related to their effective order, if the latter was under the minimum delivery rate. Customers shall be repaid for the return costs on the basis of the regular price, and shall in no way be repaid for the Express return cost.
Exception to the right of withdrawal
As an exception, the right of withdrawal cannot be exercised for Products made according to the Customers’ specifications, or those which are clearly customized (article L121-21-8 of the Consumer code). The Products excluded from the right of withdrawal (especially those subject to a customized engraving) are indicated as such to Customers, before the Order, in the product information sheets.
Returns must be sent to:
LADC
5/6 avenue Henri Poincaré
59910 BONDUES
Products excluded from the right of withdrawal:
The legal right of withdrawal cannot be exercised for:
Custom knives, whether they are tailor-made or engraved, according to the Customer’s specifications, or personalized at the Customer’s request.
