Returns and refunds

Returns and refunds

14-day right of withdrawal

In accordance with Article L.221-18 of the French Consumer Code, consumers have 14 days from receipt of their order to exercise their right of withdrawal without giving a reason.

A model being prepared or made to order does not automatically exclude it from the right of withdrawal. Only goods made to the customer’s particular specifications or clearly personalised may fall within a statutory exception. Where an exception applies, it is stated before the order is placed.

Requesting a return

1. Email info@brumeambree.com, stating your order number, the product concerned and your clear intention to withdraw.
2. We will send you the return address and instructions suitable for the size of your fireplace.
3. Dispatch the product no later than 14 days after notifying us of your withdrawal.

Product condition and packaging

The product must be returned complete with its accessories, remote control, instructions and protective materials. You may handle it only as necessary to establish its nature and characteristics. A deduction may be made if handling beyond this has reduced its value.

Because of the product’s size and fragility, keep the original packaging where possible and use a tracked, insured carrier.

Return costs

For a withdrawal, direct return costs are borne by the customer unless the law provides otherwise or Brume Ambrée expressly offers to cover them. Large formats may require a specialist carrier. The exact cost depends on size, country and collection address.

Refund

Amounts due are refunded no later than 14 days after notification of withdrawal. Brume Ambrée may defer the refund until the product is recovered or proof of dispatch is received. The same payment method is used unless otherwise agreed.

Where required by law, the refund includes the initial standard delivery charge. Any supplement paid for a more expensive delivery method is not refunded.

Damaged, defective or non-conforming product

If the parcel or product is damaged, photograph the packaging and fireplace, retain everything received and contact us as soon as possible. Include your order number and a precise description of the issue.

We will review the situation and apply the remedy provided by the statutory warranties. Delivery-inspection recommendations do not limit your legal rights.

Statutory warranties

Regardless of any commercial warranty, consumers benefit from the legal guarantee of conformity for the period provided by law and the warranty against hidden defects under Articles 1641 et seq. of the French Civil Code.

For any request, contact info@brumeambree.com.