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Returns Policy

In summary: you have 14 days after receipt to return a standard item to us and receive a refund. Customised items cannot be taken back (except in case of defect).

1. Legal right of withdrawal

In accordance with articles L221-18 et seq. of the French Consumer Code, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to justify any reason or pay any penalties.

If your order contains several items delivered separately, the period runs from receipt of the last item.

2. Items that cannot be returned (legal exceptions)

In accordance with article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for:

• Items customised at your request: textiles printed with your design, games with personalised engraving, or any other made-to-order item
• Items unsealed after delivery and which cannot be returned for hygiene reasons
• Items made according to your specifications and clearly personalised

Exception: if the customised item has a manufacturing defect or does not match your order, it will of course be taken back and refunded or replaced.

3. Return conditions

For a return to be accepted, the item must be:

• In its original packaging, unworn, unwashed
• With all its tags and accessories
• In new condition, with no signs of use
• Accompanied by the return slip (downloadable from your account)

4. How to return an item

The procedure takes place in 5 steps:

1. Send an email to hello@creative-and-cool.com with your order number and the item concerned
2. We send you a return slip and the return address within 48 hours
3. You pack the item in its original condition with the return slip
4. You send us the parcel via the carrier of your choice (return costs are at your expense, except in case of error on our part)
5. Upon receipt and verification of the item, the refund is processed within 14 days

Tip: we recommend sending your return as a tracked or registered parcel. In case of loss by the carrier, without proof of shipment, we will not be able to refund you.

5. Refund methods

The refund is made on the payment method used when placing the order (bank card via Stripe, or PayPal account), within a maximum period of 14 days from receipt of the returned item and after verification of its condition.

The refund includes the price of the item as well as the initial delivery costs (unless you have chosen a more expensive delivery method than standard delivery). Return costs remain at your expense.

6. Defective or non-conforming items

If you receive a defective item, broken on delivery or non-conforming to your order:

• Contact us within 7 days of receipt at hello@creative-and-cool.com with a photo of the problem
• We cover the return costs and offer you either a replacement or a full refund (item + round-trip shipping costs)

As a consumer, you benefit from the legal warranty of conformity (articles L217-3 et seq. of the French Consumer Code) and the warranty against hidden defects (articles 1641 et seq. of the French Civil Code) for 2 years from delivery.

7. Withdrawal form

You can exercise your right of withdrawal by sending us the following form (or any other letter clearly expressing your decision):

To the attention of Creative and Cool
7 Rue des Oujardes
49190 Rochefort-sur-Loire
Email: hello@creative-and-cool.com

I hereby notify you of my withdrawal from the contract for the sale of the following item:
- Order reference: ________________
- Order date: ________________
- Receipt date: ________________
- Consumer name: ________________
- Consumer address: ________________

Signature (only if paper letter): ________________
Date: ________________

8. Contact

For any question on returns and refunds: hello@creative-and-cool.com