return and exchange policy marcel-robert.com
At Marcel Robert, every piece is handmade and inspected before dispatch. If your order does not meet your expectations, here is how to proceed.
Your right of withdrawal
You have 14 calendar days from the date you receive your order to inform us that you wish to return an item, without having to give a reason. If your order contains several items delivered separately, this period runs from the receipt of the last item.
Once you have informed us, you have a further 14 days to send the item back to us.
To exercise this right, write to us at contact@marcel-robert.com, quoting your order number.
Eligibility conditions
Items must reach us:
- new and unused, in their original condition, with all tags, protective films and accessories;
- in their original packaging, or packaging offering equivalent protection;
- together with the delivery note or a copy of the invoice.
Personalised or made-to-order items cannot be returned.
Every return is inspected on arrival at our workshop. You are of course free to handle the item to establish its nature and characteristics, as you would in a shop. However, if the item shows signs of use beyond such handling, we reserve the right to deduct from your refund an amount corresponding to the loss in value.
How to return an item
- Request your return in advance by writing to contact@marcel-robert.com. No return can be accepted without a prior request and without the delivery note enclosed in the parcel.
- We send you a prepaid return label by email, valid for 14 days from the date it is issued. If it has expired, simply write to us and we will issue a new one at no charge.
- Pack the item carefully, attach the label and hand the parcel to the carrier indicated.
If you choose a carrier other than the one on the label we provide, it is your responsibility to prove that the goods have been sent back to us. You must use a tracked and insured service providing proof of dispatch and delivery, and send us the tracking number. Marcel Robert cannot be held responsible for parcels lost, misrouted or delayed by a carrier of your choosing, and the costs, risks and insurance of such a return remain yours.
Return costs
- Mainland France: returns are free of charge.
- European Union: a prepaid label is provided, and a flat return fee is deducted from your refund. The amount is confirmed to you when you request your return.
- Outside the European Union: a prepaid label is provided, and a flat return fee is deducted from your refund. Import duties and taxes already paid are not refundable by Marcel Robert; depending on the country, you may be able to claim them back from your own customs authority.
Refunds
Refunds are issued to the original payment method, within 14 days of the item being received and inspected at our workshop.
Where you withdraw from the order in full, the original standard delivery charges are also refunded. Any additional cost of an express delivery option remains payable by you.
Exchanges
As our pieces are produced in limited quantities, exchanges are subject to availability. If the item you want is unavailable, we will refund you under the conditions set out above.
Damaged or faulty items
If your parcel arrives damaged, or if the item has a manufacturing defect, write to us promptly at contact@marcel-robert.com with photographs. Once the fault is confirmed, we will refund the price of the product, the original delivery charges and the return costs, or arrange an exchange, as you prefer.
Cancelling before dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible and we will take care of it.
Return address
Marcel Robert — 26 rue François & Louis Robic, 56310 Melrand, France
contact@marcel-robert.com
