Refund policy
This Return and Refund Policy applies to purchases made through prettylittlehome.shop.
Our objective is to provide customers with a clear and fair process for withdrawals, returns, defective products, incorrect products and refunds.
For return or refund assistance, contact:
Email: info@prettylittlehome.shop
Nothing in this Policy excludes, restricts or reduces mandatory consumer rights available under French or European Union law.
1. Statutory Right of Withdrawal
Consumers purchasing eligible goods online generally have a statutory right to withdraw from a distance contract without providing a reason.
For eligible purchases, the withdrawal period is 14 calendar days.
For goods, the withdrawal period generally begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.
Where several goods forming part of a single order are delivered separately, the statutory period is calculated in accordance with applicable French consumer law.
2. How to Exercise the Right of Withdrawal
To exercise your statutory withdrawal right, you must communicate a clear and unambiguous statement that you wish to withdraw from the purchase before the applicable withdrawal period expires.
You may contact us at:
Your communication should preferably contain:
- Your name;
- Your order number;
- The product or products concerned;
- The date on which the order was received; and
- A clear statement that you wish to withdraw from the contract.
Providing this information helps us identify your order efficiently but does not limit any statutory method of exercising a withdrawal right.
Where applicable French law requires an online withdrawal functionality for contracts concluded through an online interface, that functionality must be provided through the relevant online interface separately from this written Policy.
3. Returning Goods After Withdrawal
After notifying us of your withdrawal, you must return the goods within the period required by applicable law.
Customers should contact us before sending a return so that appropriate return instructions can be provided.
Do not send a return to an address obtained from a shipping label, parcel label, search engine or other source unless we have confirmed that address for returns.
A parcel's original dispatch address may not necessarily be the correct returns-processing address.
4. Condition of Returned Goods
Consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for such inspection, to the extent permitted by applicable law.
Whenever reasonably possible, returned products should include:
- The product itself;
- Original accessories;
- Included components;
- Manuals or documentation supplied with the product; and
- Original packaging where still available.
The absence of original packaging does not automatically remove statutory rights, although customers should package returns adequately to prevent avoidable transport damage.
5. Return Shipping Costs for Change-of-Mind Withdrawals
Unless otherwise stated by us or required by law, the direct cost of returning goods following a statutory change-of-mind withdrawal is the responsibility of the customer.
We recommend using an appropriately tracked or otherwise verifiable shipping method.
Customers are responsible for properly packaging the returned goods.
This rule does not apply where goods are returned because they are defective, damaged, incorrect or otherwise legally non-conforming and applicable law requires the seller to bear the appropriate costs.
6. Refunds Following Statutory Withdrawal
When a valid statutory withdrawal is exercised, we will refund amounts due under applicable law.
Because prettylittlehome.shop provides free standard shipping on all orders, there is normally no standard outbound shipping fee to refund.
If optional upgraded or premium delivery is offered and a customer voluntarily chooses that service, any amount exceeding the cost of standard delivery may be treated in accordance with applicable law.
Refunds will generally be issued using the original payment method unless another method is expressly agreed and legally permitted.
We will not impose a refund fee merely because a statutory withdrawal right has been exercised.
7. Refund Timing
Where a statutory withdrawal right has been validly exercised, reimbursement will be made without undue delay and, where applicable, no later than the statutory deadline.
For goods, we may be legally entitled to withhold reimbursement until we have received the returned goods or the consumer provides appropriate evidence that the goods have been sent back, whichever occurs first.
After a refund is processed by us, banks, payment processors and card issuers may require additional time before the amount appears in the customer's account.
Such external processing periods are outside our direct control.
8. Damaged Products
If an order arrives damaged, please contact us as soon as reasonably possible at:
Please provide:
- Order number;
- Description of the damage;
- Photographs showing the damaged product where reasonably possible;
- Photographs of packaging where relevant; and
- Any other information reasonably necessary to investigate the issue.
Providing photographs can assist us in resolving shipping or product-damage claims efficiently.
Customers should not dispose of materially damaged products or packaging before receiving instructions if doing so could prevent reasonable investigation.
9. Defective or Non-Conforming Goods
Statutory rights concerning defective or non-conforming goods are separate from the statutory change-of-mind withdrawal right.
Where a product does not conform to the contract, French consumers may benefit from the legal guarantee of conformity and other mandatory remedies.
Depending on applicable law and the circumstances, remedies may include:
- Repair;
- Replacement;
- Price reduction;
- Refund or termination of the contract; or
- Other remedies required by law.
Any remedy will be applied in accordance with applicable French consumer legislation.
10. Two-Year Legal Guarantee of Conformity
For goods falling within the applicable French statutory regime, consumers generally have a period of two years from delivery in which to invoke the legal guarantee of conformity.
This statutory protection applies independently of our ordinary return procedures.
A customer does not lose statutory conformity rights merely because the 14-day change-of-mind withdrawal period has expired.
11. Incorrect Items
If you receive a product different from the product ordered, please contact:
Include your order number and a description or photograph of the item received.
Where we confirm that an incorrect product was supplied, we will provide an appropriate remedy in accordance with applicable law, which may include replacement or refund.
Reasonable return costs for an incorrect product will not be imposed on the customer where applicable law requires those costs to be borne by us.
12. Missing Items
If a delivery appears to be incomplete, please check:
- The delivery confirmation;
- Packaging;
- Any separate tracking numbers; and
- Whether the order was divided into multiple shipments.
If an item remains missing, contact:
We will review the order and available shipping information.
13. Exceptions to the Statutory Withdrawal Right
French and EU law provide certain exceptions to the right of withdrawal.
Depending on the products offered and the circumstances, exceptions may include goods such as:
- Goods made to the consumer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Certain sealed goods that are unsuitable for return for health-protection or hygiene reasons after unsealing;
- Goods that become inseparably mixed with other items after delivery;
- Certain digital content or services where statutory conditions for loss of the withdrawal right have been satisfied; and
- Other products or services expressly excluded by applicable legislation.
An exception will only be applied where permitted by applicable law.
14. Sale and Promotional Products
A discounted or promotional price does not by itself eliminate statutory consumer rights.
Where a discounted product qualifies for the statutory right of withdrawal, that right continues to apply.
Similarly, legal rights concerning defective or non-conforming goods continue to apply irrespective of whether an item was sold at full price or during a promotion.
15. Exchanges
We may facilitate an exchange where operationally possible.
However, availability of an exchange is not guaranteed.
If a replacement item is unavailable, another legally appropriate remedy may be offered.
For statutory non-conformity claims, replacement and repair rights are governed by applicable consumer law.
16. Refunds for Cancelled Orders
If an order is cancelled before fulfilment and payment has already been captured, any amount properly due to the customer will be refunded through the original payment method where reasonably possible.
Orders that have already entered the shipping process may need to be handled through the applicable withdrawal or return procedure.
17. Delivery Problems
Where an order is not delivered within the applicable delivery period, customers should contact:
We will review tracking and delivery information and, where applicable, provide the remedies required by French consumer law.
18. Refused or Unclaimed Parcels
If a parcel is refused or remains unclaimed and is returned to us, we will review the circumstances before processing any refund.
This does not limit statutory withdrawal rights or other mandatory consumer remedies.
Any deduction will only be made where legally permissible.
19. Address Errors
Customers should ensure that the shipping information submitted during checkout is accurate.
If you identify an error shortly after ordering, contact:
We will attempt to assist where reasonably possible.
Once an order has been transferred to a carrier, changes may not be possible.
Nothing in this section permits us to avoid responsibility for delivery obligations imposed on sellers by mandatory law.
20. Abuse or Fraud
We reserve the right to investigate suspected return fraud, payment fraud, altered products, intentionally damaged goods or other abusive conduct.
Any action taken will remain subject to applicable consumer law.
Legitimate statutory rights will not be rejected merely because a customer has exercised a lawful return or warranty claim.
21. Contact
Questions about returns and refunds should be sent to:
prettylittlehome.shop
Email: info@prettylittlehome.shop
- Choosing a selection results in a full page refresh.