Refund policy

Withdrawal, returns and refunds

These new terms apply only to orders placed after they take effect on the website. Earlier orders retain the terms promised at purchase, including free returns with a prepaid label, the 15-day period and bank credit within seven days after receipt where those commitments were offered. These commitments cannot postpone a statutory refund deadline.

You have 15 days to notify us of withdrawal without giving a reason. La Carafe extends the statutory 14-day notification period. The day of receipt is not counted; for one order delivered in separate consignments, the period starts on receipt of the last item. If the last day falls on a Saturday, Sunday, public holiday or non-working day, the deadline moves to the next working day. Statutory extensions where required information is missing still apply.

Before the period expires, send a clear withdrawal statement to contact@la-carafe.fr, by post to LONILEAD SAS, 48 rue Ferdinand-Buisson, 33130 Bègles, France, or through your customer account. You may use the model form, but it is optional. Withdrawal does not require our prior approval; timely notification remains valid while the return is being arranged.

Send the goods back without undue delay and no later than 14 days after notifying us of withdrawal. Return address: LONILEAD SAS, Service Retours, 48 rue Ferdinand-Buisson, 33130 Bègles, France.

For new orders governed by these terms, you bear the direct cost of returning goods when you change your mind. You arrange shipment and pay the carrier of your choice. No flat handling or restocking fee is added.

Protect the goods in transit and include their accessories. Original packaging is recommended but its absence does not prevent statutory withdrawal. You are liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, subject to the conditions set by law.

We reimburse without undue delay and no later than 14 days after notification of withdrawal. Unless we offer to collect the goods ourselves, we may withhold reimbursement until we recover the goods or receive evidence of dispatch, whichever occurs first. No additional seven-day bank-credit promise applies to new orders.

For withdrawal from the whole order, reimbursement includes the amounts paid and standard outward delivery costs. The supplement for a more expensive delivery service you expressly chose is not refunded. For partial returns, the refunded price is the amount actually paid for the item; delivery-cost treatment depends on the remaining order and applicable mandatory rules.

We use the original payment method unless you expressly agree to another method at no cost. A voucher cannot be imposed.

La Carafe bears the necessary return and remedy costs for goods that are defective, damaged on delivery or sent in error, under the statutory guarantees. These rights are not limited to the 15-day withdrawal period. Contact contact@la-carafe.fr with your order reference.

Defects, damage and wrong items

If an item is defective, damaged on delivery or not the item ordered, contact us with the order reference and an explanation. Photos can help us resolve the problem but are not an automatic condition for exercising statutory rights. We bear the necessary return and remedy costs. These claims are not restricted to the 15-day withdrawal period or to goods that are unused or in original packaging.

The statutory conformity guarantee and hidden-defect guarantee remain separate from withdrawal. Under the French conformity regime, repair or replacement must be free, within 30 days and without significant inconvenience; price reduction or termination is available in the cases provided by law. The sales terms contain the full French guarantee information and preserve mandatory protection in your country of habitual residence, including any longer periods. A change-of-mind procedure does not replace your statutory right to repair or replacement.

Different colour or model

Contact customer service to arrange a return and refund followed by a new order. This does not restrict legal remedies for non-conforming goods.

Model withdrawal form

Complete and send only if you wish to withdraw. Delete whichever does not apply.

To LONILEAD SAS, 48 rue Ferdinand-Buisson, 33130 Bègles, France, contact@la-carafe.fr:

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods / for the supply of the following service.

• Goods or service concerned:
• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s), only if sent on paper:
• Date:

Seller and complaints

LONILEAD SAS, trading as La Carafe, share capital €2,949,160, Bordeaux Trade and Companies Register 410 089 866, 48 rue Ferdinand-Buisson, 33130 Bègles, France. Email: contact@la-carafe.fr; telephone +33 5 57 35 73 40.

After an unresolved prior written complaint, you may refer a consumer dispute free of charge to ANM Consommation, 25 allée Rose Dieng Kuntz, 75019 Paris, France, by post or at www.anm-conso.com, within one year of that complaint and subject to statutory admissibility. Mediation is voluntary and does not remove access to the courts. ANM's online procedure is in French; postal handling in English, German or Italian depends on the mediator's language skills, and Spanish handling is not guaranteed.