Returns & refunds
Returns policy
This page explains return conditions, the right of withdrawal, exceptions, return costs, and refund terms for orders placed on our shop.
Legal withdrawal period: 14 days
You have a legal period of 14 days from the day after receiving your order to exercise your right of withdrawal, without having to justify your decision.
How do I request a return?
To request a return, contact us by email before the end of the legal withdrawal period.
- Provide your first and last name.
- Add your order number.
- Specify the items concerned.
- Indicate whether you would like a refund or an exchange.
Condition of returned items
Items must be returned in good condition, complete, unused, and properly protected.
Any damaged, incomplete, dirty, or used item may be refused or partially refunded.
Right of withdrawal
Under the rules applicable to distance selling, the consumer customer has 14 days to exercise the right of withdrawal.
This period starts on the day after the order is received. For an order containing several items delivered separately, the period starts on the day after the last item is received.
To exercise this right, the customer must inform the shop of the decision to withdraw by means of a clear statement sent by email or through the site contact form.
Time limit for sending items back
After notifying the decision to withdraw, the customer has 14 days to send back the items concerned.
The parcel must be sent to the return address provided by the shop after the return request has been approved.
We recommend using a tracked shipping method so proof of dispatch can be kept.
Non-returnable items
Some items cannot be returned where provided by law, including:
- personalized items or items made to the customer’s specifications;
- creations made on request specifically for an order;
- unsealed products that cannot be returned for hygiene or health protection reasons;
- items damaged after receipt by the customer.
If an item is excluded from the right of withdrawal, this information must be clearly stated before purchase, especially on the product page.
Safety products and misuse
Returned products must be complete and in a condition that allows inspection. A product broken or damaged due to misuse, excessive pulling, heat exposure, or use contrary to safety warnings may not qualify as a convenience return.
Return costs
Unless there was an error on our part or the item is defective, return shipping costs are the customer’s responsibility.
Costs incurred for the return are not refunded, except in specific cases provided by law or with prior agreement from the shop.
In case of an order error or a damaged product received, please contact us with photos so we can find a suitable solution.
Refunds
The refund is made using the payment method used for the order.
The refund will be issued after receipt and verification of the merchandise.
In the event that the right of withdrawal is exercised, the customer is liable for any depreciation of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and proper functioning of the product. If the product is returned used, damaged, soiled, or in a condition that prevents its resale as a new product, Le Capybaranonyme reserves the right to deduct an amount from the refund corresponding to this depreciation, in accordance with Article L221-23 of the Consumer Code.
Initial delivery fees
In case of complete withdrawal from the order, the initial standard delivery fees may be refunded according to applicable legal rules.
If the customer chose a more expensive delivery method than the standard delivery offered, the additional cost may remain payable by the customer.
In case of a partial return, the initial delivery fees are not necessarily refunded.
Damaged, defective, or incorrect product
If you receive a damaged, defective, or different item from the one ordered, contact us quickly after receipt.
- Add your order number.
- Explain the issue encountered.
- Attach photos of the product and packaging.
After verification, a solution may be offered: replacement, refund, credit, or another suitable solution.
Exchanges
Exchanges are possible only subject to available stock and after the shop has approved the request.
If the item requested as an exchange is no longer available, a refund may be offered.
Costs related to a new shipment may be charged to the customer, unless there was an error on our part or the product was defective.
Return address
The return address will be provided by email after the return request has been approved.
Please do not send an item back without contacting us beforehand, so your request can be processed properly.
Contact
For any question about shipping, order tracking, a return, or a claim, you can contact us at:
contact@lecapybaranonyme.frPlease include your order number to help us process your request more easily.
This returns policy may be updated to remain compliant with legal obligations and the shop’s terms of sale. The applicable version is the one available on the site at the time of the order.