Refund policy

Right of withdrawal, returns and refunds

You have 14 days from receipt of your order to exercise your right of withdrawal, without having to give a reason or pay a penalty. If your order is delivered in several parts, the period runs from receipt of the last item.

How to withdraw — online, in one minute

The simplest way: use our online withdrawal form. It is free, available at any time, and you receive an acknowledgement by e-mail straight away.

You may also write to us at contact@filoucat.com quoting your order number, or use the model form reproduced at the bottom of this page. Any unambiguous statement is acceptable.

Refund

• We refund all sums paid, including the outbound delivery costs (at the standard delivery rate), within 14 days at the latest of recovering the goods or of proof that they have been sent back.
• The refund is made using the same means of payment as the one used for the order, unless you agree otherwise. It costs you nothing.
• The right of withdrawal applies to every item, including those bought in a sale or on promotion.

Return costs

The cost of sending the product back is yours to bear. You must return the goods to us within 14 days at the latest of notifying us of your withdrawal, to the address given in our acknowledgement.

The product must be returned in a condition that allows it to be resold. You are liable only for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.

Faulty, damaged or non-conforming product

This is not a withdrawal but the legal guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code), which covers you for 2 years from delivery, and the warranty against hidden defects (Article 1641 of the French Civil Code).

In that case we bear the return costs. Write to us at contact@filoucat.com with your order number and a photo of the problem. We arrange a replacement or a refund at no cost to you.

Legal exceptions to the right of withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for goods made to your specifications or clearly personalised, nor for goods unsealed after delivery that cannot be returned for reasons of hygiene.

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Model withdrawal form

(To be completed and returned only if you wish to withdraw in writing rather than through our online form.)

For the attention of Abderrazak Boukhris — Filoucat — contact@filoucat.com

I hereby give notice that I withdraw from the contract for the sale of the goods below:

Ordered on: ________________    Received on: ________________

Order number: ________________

Description of the product: ________________________________

Name of the consumer: ________________________________

Address of the consumer: ______________________________

Date: ________________    Signature (if sent on paper): ____________

A complaint or an unresolved dispute? You may use a consumer mediator or the European online dispute resolution platform, free of charge.