Refund policy
1. Overview
This Return & Refund Policy applies to purchases of physical products made through https://achatunionshop.com and delivered in Metropolitan France. It supplements, and does not limit, any mandatory rights available to consumers under French law.
To request assistance, write to support@achatunionshop.com and include your order number, the item concerned and the reason for your request. Customer service is available Monday to Friday, 9:00 a.m. to 4:00 p.m. CET/CEST.
2. Fourteen-day right of withdrawal
A consumer may withdraw from an eligible online purchase without giving a reason within 14 calendar days after the day on which the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods. Where one order is delivered in several shipments, the period runs from receipt of the final item or shipment.
The withdrawal decision must be communicated before the 14-day period expires by a clear statement sent to support@achatunionshop.com or by using the model withdrawal form at the end of this policy. Merely refusing delivery or returning an item without a clear withdrawal statement may not be sufficient by itself.
3. Returning goods after withdrawal
After notifying ACHATUNION of withdrawal, the customer must send back the goods without undue delay and no later than 14 calendar days after communicating the withdrawal decision.
Returns are to be sent to: ACHATUNION, 1 Rue Sainte-Marguerite, 21200 Beaune, France. The customer should use a trackable service and keep proof of dispatch. ACHATUNION is not responsible for a return that is lost before it reaches the return address where the customer selected and controlled the return carrier.
Customers may inspect clothing in the same way they reasonably could in a physical shop. The customer may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and fit of the item. Items should therefore be returned clean, unworn beyond fitting, unwashed and with original labels where reasonably possible.
4. Return shipping costs
For a change-of-mind withdrawal, the customer bears the direct cost of returning the goods.
If an item is incorrect, damaged on arrival or affected by a confirmed lack of conformity, ACHATUNION will provide appropriate return instructions and bear reasonable return costs. The customer should contact support@achatunionshop.com before purchasing return postage in those circumstances.
5. Non-returnable items
The statutory right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. ACHATUNION does not currently advertise personalised, made-to-order, gift card or pre-order products. If such products are introduced, their non-returnable status will be displayed clearly before purchase.
An exclusion from change-of-mind returns never removes rights relating to an incorrect, damaged or legally non-conforming product.
6. Damaged, incorrect or defective products
Inspect the order promptly after delivery. If the parcel or product is damaged, incorrect or apparently defective, contact support@achatunionshop.com with the order number, a description of the issue and clear photographs where useful. Do not dispose of the item or packaging until instructions have been provided.
This reporting process helps ACHATUNION investigate quickly, but it does not reduce the periods or remedies available under the French legal guarantee of conformity or the guarantee against hidden defects.
7. Exchanges
Exchanges are available subject to stock. Contact support@achatunionshop.com before returning the item so that availability and return instructions can be confirmed. Change-of-mind return postage remains the customer's responsibility. If the requested replacement is unavailable, the eligible return will be refunded instead.
8. Refunds
For a valid statutory withdrawal, ACHATUNION will reimburse the payments received for the returned goods, including the cost of the least expensive standard delivery method offered for the order. Any additional amount paid for an upgraded or express delivery method is not refundable to the extent it exceeds the standard delivery cost.
The refund will be made using the original payment method, unless the customer expressly agrees otherwise, and no refund fee or restocking fee will be charged. ACHATUNION will issue the refund without undue delay and no later than 14 calendar days after being informed of the withdrawal. ACHATUNION may withhold reimbursement until the goods have been received or until the customer supplies evidence of having sent them back, whichever occurs first, where permitted by law.
Once issued, Visa and Mastercard refunds may require an additional 5 to 10 business days to appear, depending on the customer's bank. That banking time is outside ACHATUNION's control.
9. Order cancellation or modification
A customer may request cancellation or modification before dispatch by contacting support@achatunionshop.com immediately. ACHATUNION will make reasonable efforts to assist, but a change cannot be guaranteed once warehouse processing or dispatch has begun. The statutory withdrawal right remains available after delivery where applicable.
10. Model withdrawal form
To: ACHATUNION, 1 Rue Sainte-Marguerite, 21200 Beaune, France; support@achatunionshop.com
I hereby give notice that I withdraw from my contract of sale for the following goods: [describe goods]. Order number: [number]. Ordered on / received on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature: [only if submitted on paper].