Return & Exchange

Return Policy

Under EU consumer law, customers typically have a 14-day right of return for most online purchases. However, made-to-order or custom-made items are exempt from this rule and considered final sales, as outlined in Article 16(c) of the EU Consumer Rights Directive (2011/83/EU).

For ready-to-ship products in stock, our standard 14-day return policy applies, allowing you to return the item within 14 days of receipt, in accordance with international consumer protection regulations.

Our made-to-order model also aligns with international consumer protection laws:

• United Kingdom (UK): Under the Consumer Contracts Regulations 2013, custom-made or personalized goods are non-returnable unless they are faulty or not as described.
• United States (US): Federal Trade Commission (FTC) guidelines do not require returns for custom-made goods unless the product is defective or not as described.
• Australia: Under Australian Consumer Law, businesses are not required to offer refunds for custom-made items unless they are faulty, not as described, or fail to meet expected quality standards.
• Other Countries: Local regulations may vary, but the general principle is similar for custom-made goods—returns are typically only accepted if there is a defect or the product does not match its description.

Sustainability and International Return Policy

At Defaïence, most of our products are made to order, which reflects our commitment to sustainability. This approach helps us reduce waste and avoid overproduction, ensuring we create only what is needed based on your specific order.

Exchange Policy

Although we are not legally required to accept returns for custom-made products, we offer exchanges for sizing or color when possible. Our goal is to ensure your satisfaction, so please reach out if you have any concerns with your order. Please note that customers are responsible for any shipping costs related to exchanges.

By purchasing from us, you are supporting a sustainable and eco-friendly production process. We encourage you to review this policy carefully and consult local consumer rights regulations in your country.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and work to resolve it promptly.

Exceptions / Non-returnable Items

Unfortunately, we cannot accept returns on made-to-order items, sale items, or gift cards. If you have any questions or concerns about your specific item, please feel free to contact us.

Exchanges

The best way to ensure you receive the correct item is to return the item you have, and once the return is accepted, you can place a new order for the desired item. Please note that we may not always be able to offer exchanges for custom items, but we will do our best to accommodate your request.

Refunds Policy

Once your return is received and inspected, we will notify you of the approval status of your refund. If approved, the refund will be issued to your original payment method. Please note that the original shipping cost and return shipping fees will be deducted from the total refund amount.

Kindly allow time for your bank or credit card company to process and post the refund, as it may take several business days.

If you have any questions about returns, please contact us at info@defaience.com