Returns and Refunds Policy

This page explains how to send back an item bought on lou-gaston.fr and get your money back. It expands on articles 10 and 11 of our Terms and Conditions, which prevail in case of any discrepancy.

In short

• Time to change your mind: 14 days from the day you receive the parcel.
• Items we take back: any non-personalised product, unused and in its original packaging.
• Items we cannot take back: personalised products, meaning anything embroidered with a name, a number or any other text at your request.
• Return shipping: at your expense, unless the item is faulty or does not match your order.
• Refund: to your original payment method, within 14 days of the return reaching us at the latest.
• To get started: email bonjour@lou-gaston.fr with your order number.

Changing your mind: the right of withdrawal

Under articles L221-18 and following of the French Consumer Code, you have 14 calendar days from the day you receive your order to tell us you are withdrawing, with no need to justify yourself and no penalty.

If your order arrives in several parcels, the period starts when the last item reaches you.

Once you have told us, you have a further 14 days to send the item back. An email is enough; the model form reproduced at the bottom of this page is available to you, but you are not required to use it.

Personalised products: what differs

Items embroidered to your specification are made for you alone and cannot be put back on sale. They are therefore excluded from the right of withdrawal, under article L221-28 3° of the French Consumer Code.

Two things are worth stressing:

• The same model ordered without embroidery remains fully returnable. Personalisation is an option you add in the basket, not a property of the product.
• The exclusion never applies to an item that is faulty, damaged on arrival, or whose embroidery does not match the text you typed in. See the next section.

Faulty, damaged or incorrect items

If your item arrives damaged, has a manufacturing defect, or does not match your order (wrong model, wrong size through our error, embroidery mistake), write to bonjour@lou-gaston.fr with your order number and a photo or two.

In that case:

• we pay the return shipping;
• we offer you, at your choice, an identical replacement or a full refund;
• personalised products are covered just like any other.

You also benefit from the legal guarantee of conformity (articles L217-3 and following of the French Consumer Code, two years from delivery) and the guarantee against hidden defects (articles 1641 and following of the French Civil Code). These apply independently of this policy and cost you nothing.

Step by step

1. Tell us by email at bonjour@lou-gaston.fr, quoting your order number and the items concerned.
2. Wait for our reply: we answer within two working days and confirm the shipping address.
3. Pack the item: unused, unwashed, with its labels and original packaging. Slip a note with your order number inside.
4. Ship it to the address below, ideally with tracking: without proof of postage, a parcel lost on the way cannot be refunded.

Return address
nähen SARL – Lou & Gaston
Le Martinet
48160 Saint Michel de Dèze
France

Please do not send a parcel before contacting us: we would have no way of matching it to your order.

Who pays for the return

You do, when you exercise your right of withdrawal, that is, when you simply change your mind. The cost depends on the carrier you pick.

We do, when the return is our fault: a faulty item, a non-conforming item, or a shipping error on our side. We then tell you how to proceed.

Refunds

The refund is triggered once we have received and inspected the item. It is issued within 14 days at the latest of the parcel reaching us, to the same payment method you used for the order, unless you agree otherwise.

It covers the price of the item and the standard delivery charge you paid on the way out. If you chose a delivery option faster than our standard offer, only the standard amount is refunded.

The amount refunded may be reduced if the item has been handled beyond what is needed to establish its nature and characteristics: a collar worn by a dog, washed or marked, is no longer new.

Exchanges

We do not offer direct exchanges. To get another size or colour, do it in two steps: send the item back following the procedure above, then place a new order. That way you are not waiting for the return to reach us before being shipped.

Cancelling before dispatch

Our making time is short, two to four working days. If you want to cancel, write to bonjour@lou-gaston.fr straight away: as long as the embroidery has not started, we cancel and refund in full, personalised items included.

Model withdrawal form

You may copy and send us the form below if you wish. Using it is not compulsory: a freely worded email carries exactly the same weight.

To nähen SARL – Lou & Gaston, Le Martinet, 48160 Saint Michel de Dèze, France, bonjour@lou-gaston.fr

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on: ………  /  Received on: ………
Order number: ………
Name of the item(s): ………
Name of the consumer: ………
Address of the consumer: ………
Date: ………
Signature (only if this form is sent on paper): ………

Questions and disputes

Our customer service answers seven days a week at bonjour@lou-gaston.fr and on +33 6 70 81 39 88. Should we disagree, we always look for an amicable settlement before any legal action.