Refund Policy

Refund Policy

Returns and Refunds Policy

ALENCOURT values customer satisfaction and offers a clear, transparent, and fair returns and refunds policy.

Customers may request a return or refund in accordance with the French Consumer Code and applicable regulations within the European Union.

Return Deadlines and Conditions

Withdrawal Period

Customers have 14 calendar days from the receipt of their order to request the return of a product without providing any justification, in accordance with European regulations regarding the right of withdrawal.

Return Conditions

To be eligible for a return, the product must:

  • Be in its original packaging.

  • Be in perfect condition.

  • Show no signs of use, wear, washing, or damage.

  • Include all accessories, labels, packaging, and manuals when applicable.

Certain items may not be eligible for return for hygiene reasons, personalization, or if they were made to order.

For more information, please contact our customer service team before sending your return.

Return Request Process

To initiate a return request, please follow the steps below:

1. Contact

Send an email to contact@alencourt.com with your order number, full name, and a brief description of the reason for the return.

2. Approval and Instructions

Our team will review your request and provide you with the necessary return shipping instructions.

3. Return Shipment

The customer is responsible for return shipping costs, except in cases of defective, damaged, or incorrectly shipped products.

No return should be sent without prior confirmation from our customer service team.

Defective Products or Incorrect Shipments

If you receive a defective, damaged, or incorrect product, please contact us as soon as possible after receiving your order.

In this case, ALENCOURT undertakes to:

  • Provide a full refund or replacement at no additional cost.

  • Cover return shipping costs when the defect or error is confirmed.

  • Offer an appropriate solution as quickly as possible.

To facilitate the processing of your request, we may ask for photographs of the received product, packaging, and shipping label.

Refunds

After receiving and inspecting the returned product, we will inform you whether the refund has been approved or rejected.

Processing Time

The refund will be processed within a maximum period of 14 days after receipt and validation of the returned item.

Refund Method

The refund will be issued using the same payment method used during the purchase unless otherwise agreed.

Depending on your bank or payment provider, additional processing time may be required before the amount appears in your account.

Exchanges

For any exchange request, please contact our customer service team at:

contact@alencourt.com

If the requested item is available in stock, we will provide you with the procedure to follow.

If the requested item is unavailable, you may choose between a refund, an equivalent product, or store credit when applicable.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Intimate or hygiene-related products when the packaging has been opened.

  • Personalized or made-to-order products.

  • Items damaged due to improper use by the customer.

  • Products returned without original packaging, labels, or accessories.

  • Items showing signs of use, wear, washing, or deterioration.

Customer Service

For any questions or additional assistance related to our returns and refunds policy, our customer service team is available to assist you:

ALENCOURT
Email: contact@alencourt.com