We hope you will be highly satisfied with any product purchased from The French House but if you wish to return an item to us then we aim to make it as quick and convenient as possible. However, the following conditions apply:
We must be informed of your intention to return goods within 14 days of receipt by email to firstname.lastname@example.org, or in writing. Returned goods must be received by us within 21 days of receipt of the goods by the customer. Goods must be returned in perfect condition, with all parts, packaging, instructions and must not be used in any way.
The customer is responsible for selecting a suitable means of returning the goods to us and must take responsibility for their safe return to us, taking out insurance if required. If you are in the European Union and you cancel your order within 14 days of receiving your goods, and you cancel the whole order, we shall refund the standard postage and packing costs you paid as part of that order. If you paid for express delivery we shall only refund the cost of standard delivery. You will be responsible for the cost of sending the goods back to us. We shall not refund any postage and packing charges if you cancel after 14 days or if you only cancel part of your order.
Special order items (e.g. items made to your specifications and colour choices) are excluded from our normal exchange policy as we cannot offer these for resale.
Occasionally, in spite of our endeavour to package goods correctly, they may arrive damaged. In these cases, or in any other that occur through our fault, we are happy to exchange the goods or offer you a full refund, including the postage costs.
We pride ourselves on the quality of the goods we supply and guarantee to replace or refund any goods that are found to be faulty or not fit for purpose. However, our liability is limited to the value of the purchased goods and we accept no responsibility for any costs associated with the supply of faulty goods. It is the customer's responsibility to inspect the goods immediately upon receipt and to notify us within 48 hours by email or in writing of any damage or non compliance.