Espace Maison - Return Policy

RETURN POLICY ESPACE MAISON

Espace Maison specialises in the sale of products for home, DIY and garden. It offers a wide range of quality products to meet consumers’ needs. However, customers may sometimes wish to return or be reimbursed for a product purchased from Espace Maison, as it may not be suitable or may not meet their expectations. It is therefore important to be aware of Espace Maison's return policy so that you can act with confidence should the need arise.

At Espace Maison, the return policy is based on clear and precise conditions to enable customers to return products easily and safely. Products purchased in shop or online can be returned within a delay of 7, 30 or 60 days, depending on the type of customer, following purchase, provided the following conditions are met.

• Eligible products: all products purchased from Espace Maison can be returned, with the exception of certain categories of products such as made-to-measure products, customised products, perishable products, sensitive products or products on sale.
• Deadline: products must be returned within 7 days of purchase for non-members, 30 days for members and 60 days for Platinum members.
• Proof of purchase required: customers must provide proof of purchase in order to effect a return or exchange. This proof of purchase can be a till receipt for non-members and for Club Espace Maison members, it can be the mobile application, or the presentation of an identity card.

Returned products must be in their original, unused, unaltered condition and in their original packaging, and complete with all accessories and instructions. If these conditions are not respected, Espace Maison may refuse the return.

When a customer wishes to be reimbursed for a product purchased from Espace Maison, the reimbursement will only be made by a credit note. The value of the product to be refunded is credited to the customer's account. It should also be noted that delivery charges, if any, are not refunded.

In short, Espace Maison's return policy is transparent and flexible, so that customers can return products in all confidence. It is important to be aware of the conditions for returns and refunds so that you can take effective action when necessary.

Can I exchange or return products to Espace Maison?

Espace Maison understands that customers can change their mind and withdraw from a purchase. That's why we have a flexible and appropriate policy that allows customers to change their mind.

Time limit:

If you change your mind about a product, you have a period of time within which to return the product which is as follows:

• 7 days for a non-member;
• 30 days for a member; and
• 60 days for a Platinum member.

Conditions:

In order to be eligible for a return or exchange, the item must be in its original, unused and unaltered condition and in its original packaging. It must also be accompanied by all accessories and instructions that are needed for putting it back on sale. If the customer returns the product within the required delay and under the conditions indicated above, the shop will reimburse the customer for the price of the product at the date of purchase and under the conditions prevailing at the date of purchase. Espace Maison accepts the return of all products that have not left the premises of the shop, with the exception of made-to-order products, custom-made products, tinted paint or products cut to size or length.

Eligible products:

All products purchased from Espace Maison can be returned. Nevertheless, there are certain categories of products that cannot be returned or exchanged, such as:

• Made-to-measure products, e.g.: products cut to size, by weight, made-to-order.
• Customised products, e.g.: tinted paint, quick keys, special order products.
• Perishable products, e.g.: cement products, tile adhesive, products with an expiry date of less than 6 months such as silicone tubes, paint, bulbs.
• Sensitive products: these products cannot be returned for sanitary purposes. This is to avoid contamination of food products of an extremely sensitive nature or the transmission of diseases or infections linked to pests or bacteria. These products are:
  1. Plants
  2. Pet accessories: textile leashes/collars, textile mattresses/cushions, cat trees, harnesses, brushes, coat care accessories for cats and dogs, muzzles, etc.
  3. Pet food

• Sale products: end-of-series products, with a certain obsolescence, either because of fashion or because the supplier has changed the design.
• Any item not in its original condition, damaged or with missing parts for reasons not due to Espace Maison’s error.
• Any item that is returned after the applicable time limit.

How do I return goods to Espace Maison?

It's very simple to return goods to Espace Maison. All you have to do is go to your nearest shop, not necessarily the one where you bought the product, and go to the after-sales service counter with your product and request the shop representative to return it.

1. Present the necessary proof of purchase: till receipt for non-members, and mobile application or identity card for members.
2. Make sure the products are eligible.
3. Leave your contact details so that we can contact you.
4. Wait for the processing time: the processing time for returns may vary depending on the type of product being returned. In general, the refund will be made within a maximum of 14 days as from receipt of the returned product at Espace Maison.

How do I get a refund from Espace Maison?

At Espace Maison, the procedure for requesting a refund is quick and easy. If you would like a refund on a product you bought in shop or online, the steps are as follows:

1. Prepare the necessary documents: proof of purchase (till receipt, mobile app or identity card).
2. Go to the shop: if you want to be refunded, go to the after-sales service counter in your nearest Espace Maison shop with the product you want to return and the necessary documents.
3. Submit your refund request: once in the shop, fill out a return request form that you will find at the after-sales service counter. Espace Maison’s representative will immediately examine the product to ensure that it complies with the return conditions.
4. Wait for the refund: if all the criteria are met, the refund request will be submitted for approval and you will be informed of the outcome by telephone or SMS. The time taken for the refund may vary depending on the method of refund and the time taken to process the refund request. However, the process of validating the return and the refund itself may in no case exceed 14 days as from receipt of the returned product at Espace Maison.
5. The value of the refund: the amount refunded will be equivalent to the value of the product at the date of purchase and under the conditions prevailing at the date of purchase. From this sum will be deducted a sum equivalent to the value of the points credited at the time of the initial purchase. The balance will be credited to your account (not applicable for non-members).

By following this procedure, you can easily request a refund from Espace Maison. However, if you have any questions or concerns, do not hesitate to contact Espace Maison customer service on 460 8585 for help and advice. Customers are also invited to join the Club Espace Maison.