Refund policy
CONTACT
You may contact us by email at:
Email: info@aliensareeverywhere.com
We encourage you to use this email to ensure efficient service.
We respond within 72 business hours, Monday to Friday, from 10 a.m. to 6 p.m.
RETURN CONDITIONS
Aliens Are Everywhere accepts returns for any product returned in a clean condition, unused, unwashed, complete, with its tags and, where possible, in its original packaging.
You have 14 calendar days from the date of receipt of your order to exercise your right of withdrawal.
Products that are dirty, damaged, washed, or incomplete may be subject to a partial refund or a refusal of refund, unless a proven lack of conformity exists.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to products made to the customer’s specifications or clearly personalized, nor to unsealed products that cannot be returned for hygiene or health protection reasons.
RETURN PROCEDURE (ONLINE ORDERS)
Before any return, the customer is invited to inform us of their decision to withdraw by email at:
info@aliensareeverywhere.com
To facilitate the processing of the request, the customer may also use the official withdrawal form available at the following address:
https://www.service-public.fr/particuliers/vosdroits/F10485
Once the withdrawal request has been sent, the customer may ship the returned product(s) within 14 days following receipt of the order to the following address:
Return address (different from the registered office)
La Poste Esplanade
27 Av. du Général de Gaulle
67000 Strasbourg – France
The parcel must contain a note indicating that it is a return, together with the order number or the email address used when placing the order.
The customer must keep the parcel tracking number as proof of shipment.
RETURN FEES AND REFUNDS
Return shipping costs are the responsibility of the customer when exercising the right of withdrawal.
In the case of a valid withdrawal, the refund includes the price of the product and the standard delivery charges. Additional charges related to an express delivery method are not refunded.
Refunds are made using the original payment method.
Aliens Are Everywhere reserves the right to deduct any depreciation in the product resulting from handling other than what is necessary to establish the nature, characteristics, and proper functioning of the product.
REFUND TIMEFRAME
The refund is processed within a maximum period of 14 days from the receipt of the returned product or from the receipt of proof of shipment, whichever occurs first.
DEFECTIVE, DAMAGED, OR INCORRECT PRODUCT
In the event that a defective, damaged, or non-compliant product is received, the customer is invited to contact us as soon as possible by email at:
info@aliensareeverywhere.com, attaching photos of the product concerned.
A replacement of the product will be offered as a priority, subject to availability.
In accordance with the legal warranty of conformity, if replacement proves impossible or cannot be carried out within a reasonable time, the customer may request a full refund of the product as well as the delivery costs.
In this case, the return is entirely covered by the seller.
These provisions apply independently of the right of withdrawal.
PARCEL LOST BY THE CARRIER (OUTBOUND SHIPMENT)
In the event of loss of the parcel by the carrier, an investigation will systematically be opened with the relevant carrier.
Refund or reshipment of the product may only be carried out after official confirmation of the loss by the carrier.
No refund or reshipment request can be accepted without a valid tracking number indicating a delivery incident or the absence of actual distribution.
If the loss is confirmed by the carrier, a replacement of the product will be offered as a priority. If no replacement is available, a full refund will be issued.
Aliens Are Everywhere cannot be held responsible for delays or losses exclusively attributable to the carrier, subject to official confirmation of the incident by the latter.
RETURN PARCEL LOST (CUSTOMER RETURN)
When a product is returned by the customer, the customer remains responsible for the parcel until its effective receipt by Aliens Are Everywhere at the indicated return address.
It is the customer’s responsibility to use a shipping method with a tracking number and to keep proof of shipment.
If the return parcel is lost by the carrier, no refund request may be accepted until the loss has been officially confirmed by the carrier by means of a written document.
In the absence of official confirmation of the loss by the carrier or in the absence of valid proof of shipment, Aliens Are Everywhere cannot be held responsible for the non-receipt of the returned parcel and no refund may be issued.
The customer is invited to contact the carrier directly in order to open an investigation and, where applicable, activate their shipping insurance.
WITHDRAWAL FORM
The official withdrawal form is available at the following address:
https://www.service-public.fr/particuliers/vosdroits/F10485
LEGAL WARRANTIES
In accordance with Articles L.217-4 et seq. of the French Consumer Code and Articles 1641 et seq. of the French Civil Code, all our products benefit from the legal warranty of conformity and the warranty against hidden defects.
Article L217-4 provides that the seller must deliver goods in conformity with the contract.
Article L217-5 specifies that the goods must conform to the expected use.
Article L217-12 provides for an action within a period of two years.
Articles 1641 and 1648 of the French Civil Code govern the warranty against hidden defects.
CONSUMER MEDIATION
In accordance with Articles L.612-1 et seq. of the French Consumer Code, the customer may have free recourse to a consumer mediator in the event of an unresolved dispute.
The mediator’s contact details will be communicated at a later date.
The European Online Dispute Resolution platform is available at the following address:
https://ec.europa.eu/consumers/odr