Refund policy
Right of withdrawal (consumers)
In accordance with articles L.221-18 to L.221-28 of the French Consumer Code, you have fourteen (14) calendar days from the day you receive your order to notify us that you wish to withdraw, without giving any reason.
Return authorization
All returns must be requested and authorized before shipment. Please contact us at info@pilardi.fr before sending any item back, stating your order number. Returns sent without prior contact and authorization may not be accepted.
You may notify us of a withdrawal by an unequivocal statement before the 14-day deadline — by email, by post to Pilardi, 10 Chaussée de la Muette, 75016 Paris, France, or using the standard withdrawal form below.
Condition of returned items
Our pieces are handmade, fragile, and collectible. To be eligible, a returned piece must be:
- unused and in its original condition;
- complete, with all accessories and documentation where applicable (certificate of authenticity, packaging, artisan's signed card);
- undamaged;
- returned in its original packaging;
- appropriately protected for return transport.
You must return the goods no later than fourteen (14) days from the day you communicate your withdrawal.
Inspection before refund
Refunds are issued only after we have received and inspected the returned piece. We may refuse a refund, or apply a proportionate deduction, where an item is returned damaged, incomplete, used, altered, or handled beyond what is necessary to establish its nature, characteristics, and proper functioning.
Return shipping costs
For returns under the right of withdrawal, direct return shipping costs are borne by the customer, unless otherwise required by law or unless the return results from an error on our part.
Refund
Once the returned item has been received and inspected, any eligible refund is issued to the original means of payment within the timeframe provided by law. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them, whichever is earliest. Where applicable, the reimbursement of eligible withdrawal returns includes the initial standard delivery costs, in accordance with law.
Damaged parcels on arrival
If your parcel arrives damaged, please contact us within 5 days of delivery at info@pilardi.fr, including:
- photographs of the outer parcel;
- photographs of the packaging;
- photographs of the damaged item;
- your order number.
We will review the evidence before determining the appropriate solution. No refund or replacement is confirmed before this assessment is complete.
Defective or non-conforming items
If an item is defective or non-conforming, we will review your claim and provide the solution required by law where applicable — repair, replacement, or refund — without prejudice to your rights under the legal guarantee of conformity (articles L.217-3 et seq. of the French Consumer Code) and the guarantee against latent defects (articles 1641 et seq. of the French Civil Code).
Handmade variations
Each Pilardi piece is made by hand. Slight variations, irregularities, and visible traces of handwork are inherent to handmade objects and are not considered defects.
Exceptions to the right of withdrawal
Pursuant to article L.221-28, the right of withdrawal does not apply to goods made to order or personalised to your specific request. This exclusion will be made clear before any such order.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Pilardi, 10 Chaussée de la Muette, 75016 Paris — Email: info@pilardi.fr
I / We (*) hereby give notice that I / We (*) withdraw from my / our (*) contract of sale of the following good:
Item reference: ____________________________
Order number: ____________________________
Ordered on (*) / received on (*): ____________________________
Consumer name(s): ____________________________
Consumer address(es): ____________________________
Signature (paper notification only): ____________________________
Date: ____________________________
(*) Delete as appropriate.
