Refund policy

RETURN AND REFUND POLICY

This Return and Refund Policy applies to purchases made from the KÏORA online store.

1. Right of withdrawal

In accordance with the provisions of the Consumer Code, the consumer customer has a period of 14 days from receipt of their order to exercise their right of withdrawal, without having to justify their decision or pay a penalty.

Where the order comprises several products delivered separately, the period runs from receipt of the last product.

To exercise this right, the customer must inform KÏORA of their decision before the 14-day period expires.

The request may be sent via the contact form.

2. Time limit for returning the product

After informing KÏORA of their decision to withdraw, the customer has an additional 14 days to return the product or products concerned.

The parcel must be shipped before this period expires.

The customer is advised to retain proof of shipment and the parcel tracking number until confirmation of the refund.

3. Return conditions

The garments must be returned in a condition allowing their nature, characteristics and proper functioning to be verified.

The customer may handle and try on the garment to the extent necessary to verify its nature, characteristics and proper functioning, in the same way as they could do in a store.

However, the customer may be held liable for any depreciation of the product resulting from handling beyond what is necessary to carry out these checks.

As far as possible, the items must:

be clean;
not have been worn beyond simple fitting;
retain their labels and any accessories;
be properly protected during transport.

The absence of the original packaging may not, in itself, deprive the customer of their right of withdrawal.

4. Return costs

The direct return costs are borne by the customer, except where KÏORA expressly agrees to bear them or where applicable regulations require KÏORA to bear them.

Return costs are not deducted from the refund when the customer arranges the return themselves.

The customer is responsible for the parcel until it is received by KÏORA. It is therefore recommended to use a delivery service that allows the shipment to be tracked.

5. Return address

The return address is strictly confidential and will be communicated via the response to the contact form.

The customer must first inform KÏORA of their return request to enable it to be processed.

6. Refund

Where the right of withdrawal is exercised in accordance with the legal conditions, KÏORA will refund the customer the amounts corresponding to the returned products and the initial delivery costs.

The refund of delivery costs is limited to the amount corresponding to the least expensive standard delivery method offered by KÏORA.

If the customer chose a more expensive delivery method, the corresponding additional cost will not be refunded.

KÏORA will issue the refund within a maximum period of 14 days from notification of the decision to withdraw.

However, KÏORA may defer the refund until the product has been recovered or until the customer provides proof of dispatch of the product, the date taken into account being the earlier of these events.

The refund will be made using the same means of payment as that used for the order, unless the customer expressly agrees to another means of payment.

No additional costs will be charged to the customer as a result of the refund.

7. Defective or non-compliant products

The right of withdrawal is independent of the legal guarantees enjoyed by the consumer.

If a product has a lack of conformity, a defect existing at the time of delivery, or a latent defect, the customer may contact KÏORA to request the application of the applicable legal guarantee.

In this case, the customer must contact the brand via the contact form by providing, in particular, their order number and describing the problem encountered.

Photographs may be requested to facilitate analysis of the request.

Where the request concerns a statutory warranty, return costs will not be charged to the customer where the legislation provides that they must be borne by the seller.

8. Incorrect Product Received

If the customer receives a product different from the one ordered, an incorrect size as a result of a preparation error, or an item that does not correspond to their order, they must contact KÏORA as soon as possible.

After verification, KÏORA will inform the customer of the procedure to follow to return the product concerned.

Where the error is attributable to KÏORA, KÏORA will bear the costs of returning the product and reshipping the conforming product.

9. Products Personalized or Made According to the Customer's Specifications

Certain personalized products or products made according to the customer's specific specifications may be excluded from the right of withdrawal in accordance with the exceptions provided for in Article L.221-28 of the French Consumer Code.

Where such an exception applies, KÏORA will clearly inform the customer before the order is confirmed.

This exception does not automatically apply to products made by hand or prepared after ordering where they are not personalized according to the customer's specifications.