In accordance with the provisions of article L 221-5 of the French Consumer Code, the Buyer has the right to withdraw from the contract without giving any reason, within a period of fourteen (14) days.
Our policy therefore lasts 14 days from the date of receipt of your package.
If 14 days have elapsed since receipt of your package, we are unfortunately unable to offer or accept a refund or exchange.
Créations MX Factory (CMX-F) cannot be held responsible for delays, loss or theft of packages by La Poste, Mondial Relay or any other carrier.
No compensation is provided in such cases, except in exceptional circumstances (loyal customer, considerable loss, etc.).
CMX-F reserves the right to judge whether this is an exception.
We cannot be held responsible for delays or breakages caused by the carrier you have selected.
Our responsibility ends when your package is delivered.
To qualify for a return, your item must be unused and in the same condition as when you received it.
It must also be in its original packaging.
To make a return under your right of withdrawal, you must make your request by sending us an e-mail to our after-sales service at the following address: info@creationsmxfactory.fr
Any item that is not in its original condition, that is damaged or that is missing parts for reasons that are not due to an error on our part cannot be returned or refunded.
The same applies to any item returned more than 14 days after delivery.
CMX-F will carry out an inspection before any refund is accepted.
The seller reserves the right to refuse the return or refund if the return conditions are not respected.
We would like to inform our customers that return shipping costs are at the customer’s expense and will not be reimbursed.
In the event of partial or total return of your order, the initial shipping costs will not be reimbursed.
Several types of products cannot be returned, refunded or exchanged:
In fact, these items have been made especially for you, at your request when you place your order.
The same applies to custom-made items, such as guest gifts, or made-to-order items, such as goodies or personalized clothing.
We inform customers that, in accordance with the provisions of articles L. 221-18 to L. 221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for items with personalization or made to order and/or according to customer specifications.
Once your return has been accepted, after we have received and inspected the item, we will send you an e-mail to confirm that we have received it.
We will also inform you of our decision to approve or reject your refund request.
The item must be in perfect condition: unused, in new condition, in its original packaging, unstained and undamaged.
If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within 7 business days.
Please download the returns form by clicking here, complete it and place it in your parcel.
Please return your parcel using colissimo to generate the shipping label.
The address for your returns is:
Please contact us by email to receive the complete shipping address.
Please email us before sending and wait for us to give you a return address.
For all Orders placed via the present Site, the Customer has a 48-hour period in which to lodge a complaint as of the date of delivery of the Product.
It is the Customer’s responsibility to check the apparent condition of the Products upon delivery.
If no reservations are expressly made at the time of delivery, the Products are deemed to conform to the Order.
After this period, no claim will be accepted.
To exercise this right of complaint, the Customer must send the Company, at the address creamxfactory@gmail.com, a declaration in which he expresses his reservations and complaints, accompanied by the relevant supporting documents (delivery slip countersigned by the carrier, photographs, etc.).
Conditions of return in the event of non-recovery of your parcel at the selected relay point or post office during its waiting period.
When the item is delivered by the carrier to the relay point, it may take between 1 and 2 weeks to arrive, depending on the relay point.
It is the purchaser’s responsibility to know the conditions of his or her relay point, or to provide a valid telephone number and e-mail address when ordering, in order to benefit from efficient tracking and to be informed of the availability of his or her parcel at the relay point, as well as the number of days he or she has to collect his or her parcel.
The same applies to parcels sent by La Poste. Depending on the post office, the processing time can vary between 14 and 30 days.
Once the parcel has been received, the seller will contact the buyer to find out his or her wishes. The buyer must reply within 72 hours.
We would like to inform our customers that we are not responsible for any errors in the address given at the time of ordering. We will not be able to modify it once the order has been placed. Under no circumstances will this be a valid reason for a refund or return.
Only regular-priced items can be refunded. Items on sale, benefiting from a promotion or purchased with a promotional code are non-refundable.
All orders collected directly from the workshop by hand must be checked on site by the customer at the time of collection.
If the customer refuses to check his order on site, CMX-F cannot be held responsible for any damage, defect, breakage, etc. observed AFTER leaving the workshop. Once the order has left the warehouse, no claim or legal action may be taken against CMX-F and the company will be released from any liability in respect of the order.
Made-to-measure refers to all hand-made items indicated on the product sheet as “made to order”, or items for which you have selected personalization when placing your order, or even items with a certificate of authenticity.
These have been specially created for you and/or at your request when you place your order. The same applies to custom-made and personalized products such as the above-mentioned items, which are specially made for you after your order has been confirmed.
Once an order has been placed, custom-made and personalized items cannot be cancelled, taken back, exchanged, modified or reimbursed.
Please note that it is not possible to cancel or modify an order once payment has been received.
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