Goods travel at the Buyer's risk. However, shipping costs include insurance against damage and loss (maximum insurance reimbursement varies by carrier).
Before accepting delivery, please check the condition of your package.
In the event of any anomaly, refuse the parcel and indicate on the delivery note the reasons for refusal, listing the problems observed. Otherwise, no claim will be possible.
Don't let the driver tell you what to do or what to write on the delivery note.
Limit yourself to indicating the damage observed, avoiding any information that the delivery person may give you, such as "packaging intact" or any other mention that could exclude their responsibility.
Finally, the reservation "subject to unpacking" is not valid and cannot be taken into account.
Soin-et-nature.com avoids the hassle and loss of time associated with delivery incidents in the event of
- Broken or damaged items.
- Items not conforming to the order.
- Undelivered packages.
- Defective item(s).
The www.soin-et-nature.com website will refund, exchange or return your item(s)!
The www.soin-et-nature.com website has set up Carrier's Insurance to guarantee peace of mind for all its Buyers:
- Full coverage of any claims that may arise during shipment or commissioning of the order.
- Rapid handling of claims in the event of a dispute.
- Adapted and advantageous solution for the Buyer.
Carrier Insurance is available at the time of ordering.
Enrolment is subject to the following conditions. The Member must keep the Soin et Nature invoice certifying payment of the carrier insurance. Membership guarantees only one order at a time.
The Buyer is required to check the entire parcel on receipt, at home or at a relay point, and to make precise reservations with the deliveryman. Carrier insurance does not relieve the Buyer of any obligation to check the package.
Once reservations have been made, the Buyer is obliged to notify the Soin et Nature team within 72 hours, via the customer support interface or directly by telephone on 04 68 54 62 31 from Monday to Friday, 9am to 12.30pm.
Soin et Nature will open a complaint procedure. The Buyer undertakes to provide photos of the damaged parcel and items.
Upon receipt of the requested documents, Soin et Nature will get back to the Buyer within a maximum of 72 working hours.
Soin et Nature will replace (1), issue a credit note or refund the product.
In the event of receipt of a parcel or a product that does not correspond to the order or the description on the site, the Buyer is required to notify customer service within 72 hours.
On receipt of the complaint, the Soin et Nature team will carry out the usual checks to determine the causes of the problem. Once the conclusion has been reached, the Soin et Nature team will get back to the Buyer within a maximum of 72 working hours.
(1) In the event that the product is not immediately available in stock, restocking from the supplier will result in an additional delay as indicated by Customer Service when choosing the compensation.
The Buyer notes that the parcel has not been delivered. The Buyer should contact Soin et Nature's customer service department.
Soin et Nature will open an inquiry with the carrier and will invite the Buyer to question his nearest neighbors in order to know if one of them would have received it for him.
If the parcel cannot be found, Soin et Nature will return it free of charge as soon as possible.
As postal tracking can only be verified within 30 days of receipt, all claims concerning non-receipt of packages must be made within 30 days of dispatch. After this period, no claim will be taken into account.
Soin et Nature will reship(1), issue a credit note or refund the order(2).
The customer's details are not modified by Soin et Nature's shipping department unless requested by the customer.
In the event that the carrier is unable to deliver the package to the address indicated at the time of order if this address has been incorrectly entered by the Purchaser, the package will be returned to Soin et Nature. Customer service will immediately contact the Buyer by e-mail upon receipt of the return package to inform him/her of the situation.
(1) In the event that the product is not immediately available in stock, restocking from the supplier will result in an additional delay indicated by customer service when choosing the compensation.
(2) In the event that the parcel is returned to Soin et Nature's premises, reshipment of the parcel will be at the customer's expense. In the event of a credit note or refund, these will be deducted from the shipping costs incurred.
Soin et Nature will replace the product. In the event of receipt of a defective product, the Buyer must make a complaint within 7 days of receipt of the goods.
Once we have received details of the type of fault encountered, the after-sales service will send the customer a return slip.
Products must be returned within seven working days of the return slip being issued.
Upon receipt of the defective item by the Returns Department, the exchange of the merchandise will be scheduled as soon as possible.
Soin et Nature will exchange any defective product received within 7 days.
In accordance with article L121-21 of the French Consumer Code, the Buyer has a period of 14 days from the date of receipt of the order to return, at his/her expense, the products ordered for reimbursement.
The Buyer must keep Soin-et-Nature.com informed, and the return can only be made after Soin-et-Nature.com's agreement and attribution of a return number to be written on the packaging.
Products must be returned to Soin-et-nature.com in perfect condition for resale, in their original state (packaging, accessories, instructions, etc.), duly sealed, and accompanied by the invoice corresponding to the purchase.
Incomplete, damaged or damaged packaging will not be refunded or exchanged.
The guarantee ceiling is set at the purchase value, inclusive of all taxes, of the damaged items on the date of the claim. This value may not exceed the initial purchase value of the damaged items, inclusive of all taxes.
The exchange of an item will not be valid if :
- Damage occurs as a result of opening or altering the contents of the article, or as a result of a change in the original characteristics of the product.
- Damage occurs during installation or assembly of the product.
- Damage to external parts of the guaranteed product that does not interfere with its proper operation, such as, for example, scratches, chips, scuffs, etc.
- Damage resulting from non-compliance with the use and maintenance instructions in the product manual.
For any question relating to the conditions of application of the present warranty, the purchaser may write to Soin et Nature - Service Client - 124 avenue Victor Dalbiez 6600 Perpignan or contact the Soin et Nature team directly by telephone on 04 68 54 62 31 from Monday to Friday, 9:00 am to 12:30 pm.
Shop with peace of mind, thanks to our guarantees and insurance.
Goods travel at the Buyer's own risk. In the event of damage or shortage, it is the Buyer's responsibility to make all necessary observations and confirm reservations ("goods totally damaged") and to notify Soin et Nature customer service within 72 hours of receipt of the parcel, via the customer support interface or directly by telephone on 04 68 54 62 31 from Monday to Friday, 9am to 12.30pm.
Incidents during transport or delivery:
The pharmacie de Mailloles / soin-et-nature.com cannot be held responsible for any incidents during transport, destruction, damage, loss or spoliation during shipment or delivery. However, in the event of one of the aforementioned situations, the Buyer, in the event of loss or spoliation of the parcel confirmed by the Post Office or the carrier chosen for the shipment, may claim compensation which may not exceed the maximum amount of compensation offered by the delivery method of the carrier chosen at the time of the order. Insurance against destruction, loss or spoliation of the parcel is only available on deliveries with a tracking number, and only the information and indications issued by the transport company are legally binding. This sum will be paid by the same means of payment used by the Purchaser when ordering or by bank check, and will be effective after pharmacie de Mailloles / soin-et-nature.com has received compensation from the carrier's insurance. In all cases, it is the responsibility of the Buyer, when finalizing his/her order, to choose the appropriate mode of transport and to select the insurance according to the amount of the guarantee corresponding to the value of his/her order.
Shop with peace of mind, thanks to our guarantees and insurance.
IT IS REMEMBERED THAT THE SUBSCRIPTION TO ONE OF THE Soin-et-nature.com WARRANTIES DOES NOT OBSTACLE THE APPLICATION OF THE LEGAL PROVISIONS RELATING TO THE LEGAL WARRANTY OF CONFORMITY AS DESCRIBED IN ARTICLES L211-4 TO L211-13 OF THE CODE OF CONSUMER AFFAIRS AND THE WARRANTY FOR CONCEALED DEFECTS AS DESCRIBED IN ARTICLES 1641 TO 1648 OF THE CIVIL CODE AND IN ARTICLE 2232 OF THE SAME CODE, AS REPRODUCED IN OUR GTCS.
