RETURN & REFUND POLICY
Les Merveilles de Lyse
1 — Personalized products
The items offered by Les Merveilles de Lyse are personalized by embroidery upon customer request.
In accordance with article L221-28 of the Consumer Code, personalized products are not eligible for any right of withdrawal.
Consequently:
• No returns will be accepted for a personalized item
• No refunds can be issued
• No exchanges are possible for a personalized product
• Any validated personalized order is firm and definitive, even if production has not yet begun
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2 — Errors attributable to the customer
No refund, return, or exchange will be accepted in case of:
• spelling error in the provided name or text
• error in the choice of options (color, font, placement)
• error in model or size selection
• change of mind after order validation
The customer is solely responsible for the information provided during the order.
3 — Defect or error attributable to the shop
In case of a major product defect or personalization error attributable to Les Merveilles de Lyse, the customer must contact customer service within 48 hours of receiving the package by sending:
• clear photos of the product
• the order number
• a precise description of the problem observed
After verification, an appropriate solution may be offered:
• product replacement
• or partial or full refund
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4 — Order cancellation
As orders for personalized products are firm and definitive, no cancellation will be accepted after payment validation.
For non-personalized items only, a cancellation or withdrawal request may be reviewed in accordance with the General Terms and Conditions of Sale.
Any accepted cancellation will result in:
• the retention of bank transaction fees not refunded by payment providers;
• the application of administration fees set at 8 euros per item concerned.
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5 — Non-personalized products (if applicable)
If exceptionally a non-personalized product is offered for sale, the customer has a legal withdrawal period of 14 days from receipt.
The product must be returned:
• unused
• in its original condition
• complete
• in its original packaging
Return shipping costs remain the responsibility of the customer.
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6 — Unclaimed packages
Any package not collected at a relay point or refused upon delivery will be returned to the sender.
Reshipment costs will remain the responsibility of the customer.
No refund can be issued for a personalized product.
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7 — Refund procedures
When a refund is exceptionally accepted:
• It is made via the original payment method
• It occurs within a few business days
• Bank transaction fees remain the responsibility of the customer
• Administration fees provided for in the General Terms and Conditions of Sale are applied