Widerrufsrecht
Last updated: 9 August 2026
Right of withdrawal - 14 days
Under Article L221-18 of the French Consumer Code, you have fourteen (14) days from the day you receive your order to change your mind, without giving any reason and without penalty.
To exercise this right, send an unambiguous statement to protocole.storee@gmail.com before the fourteen days expire, stating your order number. You may use the standard withdrawal form, but you are not obliged to.
Important exception for cosmetic products
In accordance with Article L221-28 4 of the French Consumer Code and Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.
This applies to all cosmetic products sold on this website. Once a product has been unsealed or its protective seal removed, it can no longer be returned or resold, and we cannot accept it back.
Please only unseal a product once you are certain you wish to keep it. Products returned unopened, with their seal intact and in their original packaging, are fully accepted within the fourteen-day period.
This exception does not affect your legal guarantees, which apply even to an opened product - see below.
How to return a product
- Email protocole.storee@gmail.com with your order number and the reason for the return.
- We confirm the return and send you the return address.
- Send the product back within fourteen days of your withdrawal notice, unopened, with its seal intact, in its original packaging and in a condition allowing resale.
- Use a tracked shipping method. Without proof of dispatch we cannot process a return that does not reach us.
Return shipping costs are borne by you, unless the product is faulty, non-conforming or was sent in error - in which case we cover them in full.
Refunds
We refund you within fourteen days of receiving the returned product, or of the date you provide proof of dispatch, whichever is earlier.
The refund is made using the same means of payment as the original transaction, unless you expressly agree otherwise. It covers the price of the product and the standard outbound delivery charge. If you chose a more expensive delivery method than our standard offer, we refund only the standard cost.
Please allow a few additional working days for the amount to appear on your bank statement, depending on your bank.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or does not match what you ordered, contact us at protocole.storee@gmail.com within [TO BE COMPLETED: 3] days of delivery, with photographs of the product and of the parcel.
We will arrange, at your choice, a replacement or a full refund, including all shipping costs. This applies even if the product has been opened.
Legal guarantees
Regardless of the right of withdrawal, you always benefit from:
- the legal guarantee of conformity, Articles L217-3 to L217-17 of the French Consumer Code - two years from delivery. You choose between repair and replacement, and you do not have to prove the defect existed at delivery during the first two years;
- the guarantee against hidden defects, Articles 1641 to 1649 of the French Civil Code - two years from discovery of the defect, allowing a price reduction or cancellation of the sale.
These guarantees are free of charge and apply to opened products. To make a claim, write to protocole.storee@gmail.com describing the problem.
Adverse reaction to a product
A skin reaction is not in itself a defect: cosmetics can cause individual intolerance. Stop using the product, seek medical advice, and tell us at protocole.storee@gmail.com. We will forward your report to the Responsible Person named on the packaging, as required by cosmetic vigilance rules, and will examine your situation case by case.
Order cancellation before dispatch
If your order has not yet been dispatched, write to us as soon as possible at protocole.storee@gmail.com and we will cancel it and refund you in full.
Contact
protocole.storee@gmail.com