Return policy

At Eau de Fontaine, we do everything we can to guarantee you complete satisfaction. If an item does not suit you, you can exercise your right of withdrawal under the conditions specified below.

Return time

You have a deadline of 14 calendar days from receipt of your order to notify us of your wish to return all or part of it. After this period, we will unfortunately no longer be able to accept your request.

Conditions of acceptance

To be eligible for a refund, the product must be returned:

• in its original, unused and undamaged condition;
• with all of its accessories, instructions and any promotional gifts;
• in its original packaging, allowing its resale when possible;
• accompanied by proof of purchase.

Any product that is incomplete, used, installed, brought into contact with water, damaged or made unfit for resale may be subject to a reduction in reimbursement, in accordance with the provisions of the Consumer Code.

Exercise of the right of withdrawal

In accordance with articles L221-18 et seq. of the Consumer Code, you can exercise your right of withdrawal without having to justify your decision.

To do this, simply complete our withdrawal form, to connect to your customer area (account.eau-de-fontaine.com) or contact us at contact@eau-de-fontaine.com.

After validation of your request, we will inform you of the return conditions. Direct return costs remain the responsibility of the customer, except in the event of a preparation error, non-compliant product or recognized as defective.

Receipt of the package and damaged products

We invite you to check your order upon receipt.

In the event of a defective, missing or non-compliant product, please contact us within 48 hours to the address contact@eau-de-fontaine.com, attaching photographs of the package and the product.

Caution: If the package shows visible damage during delivery, we recommend that you refuse it to the carrier or express specific reservations on the delivery note. This approach makes it easier for the carrier to handle the file and does not deprive the consumer of their legal rights.

Exchanges

We do not offer direct exchange.

If you wish to obtain another product, you must return the item concerned and then place a new order.

Refund

Upon receipt of your return, it will be checked by our quality department.

If the return is compliant, the refund will be made to the means of payment used when ordering, as soon as possible and at the latest within the legal period provided for by the regulations.

Fees applicable in the event of withdrawal after shipment or non-collection

When the order has already been shipped, the logistics costs actually incurred remain due.

In the event of exercising the right of withdrawal after dispatch of the order, refusal of the package or non-collection leading to its automatic return to our warehouses, the following costs will be deducted from the reimbursement:

• 12,90 € corresponding to outbound shipping costs, including when delivery was offered as part of a commercial transaction;
• 12,90 € corresponding to the return costs invoiced by the carrier.

These amounts correspond exclusively to the logistical costs actually borne by Eau de Fontaine and do not in any way constitute a penalty.

Parcels not collected

We systematically inform our customers of the availability of their package through carrier notifications as well as our own email reminders.

If, despite these notifications, the package is not collected within the time frame provided by the carrier, it will be automatically returned to us.

• 14 days provision at a Colissimo relay point;
• 4 days in Pickup relay.

Reimbursement occurs after receipt of the package at our premises, after deduction of the logistics costs mentioned above.

Exceptions to the right of withdrawal

In accordance with article L221-28 of the Consumer Code, the right of withdrawal cannot be exercised for:

• personalized products or products made according to customer specifications;
• products likely to deteriorate quickly;
• products delivered under seal which have been opened after delivery and which cannot be returned for reasons of hygiene or health protection;
• filters, filter cartridges and other consumables having been installed, used or brought into contact with water when the legal conditions of exclusion are met.

Legal guarantees

Regardless of this return policy, all products sold by Eau de Fontaine benefit from the legal guarantee of conformity provided for in articles L217-3 et seq. of the Consumer Code as well as the guarantee against hidden defects provided for in articles 1641 et seq. of the Civil Code.

For any request regarding the application of a legal guarantee, contact our customer service at contact@eau-de-fontaine.com.