In order to ensure your total satisfaction, a Customer or a recipient of a gift of Dematier products (a “Gift Recipient”) may return Dematier products in accordance with the return and exchange policy set forth below. Returns of Dematier products that are not in compliance with the conditions and timeframes set forth below may be rejected by Dematier and will be sent back to the Customer or Gift Recipient, as the case may be.
15.1. Return Period
Dematier allows the Customer or Gift Recipient to return Dematier products purchased on the Platform or directly by phone through the Client Relations Center within thirty (30) days following delivery, but subject to the further terms and conditions set forth below.
15.2. Return Process
Products that have been purchased on the Platform or through the Client Relations Center may be returned to the Dematier e-boutique distribution center, at the following address: RNA Logistics, Attention: E-Commerce Returns, 2710 Regency Drive, Suite 500, Grand Prairie, TX 75050.
Products that have not been purchased on the Platform or through the Client Relations Center may NOT be returned to the Dematier e-boutique distribution center.
If a Customer or Gift Recipient wishes to return a product to the Dematier e-boutique distribution center, then such person must comply with the following steps:
i) Call the Client Relations Center at 1.800.DEMATIER to request a Return Authorization Number (RAN). This number is required prior to returning any product originally purchased from the Dematier e-Boutique by Internet or by phone with the Client Relations Center to Dematier,
ii) Fill out the required information, list the applicable Return Authorization Number (RAN) on the return/exchange form,
iii) Include the completed return/exchange form with the product, all its accessories, the User Guide, the Warranty Card and all other documents, in its original box and delivery package,
iv) Seal the delivery package and affix the pre-paid delivery label to it,
v) Bring the package to any Fedex location or call Fedex to arrange pick-up.
Should the Customer or Gift Recipient decide to return a purchased item within the 30-day period, Dematier and the Customer or Gift Recipient, as the case may be, agree that Dematier maintains a special interest in the merchandise and will therefore purchase insurance on the returned merchandise. Dematier is under no obligation to do so but will take this initiative for the Customer’s or Gift Recipient’s convenience.
The Customer or Gift Recipient, as the case may be, must keep a proof of return shipment and the FedEx tracking number, and Dematier accepts no liability in the event that such proof cannot be produced. Only merchandise received by the Dematier e-boutique distribution center will be eligible for a refund or exchange.
Upon receiving a return, Dematier will verify that the returned product satisfies the conditions of the return policy and, if so, then proceed with the applicable refund or exchange.
15.3. Conditions to Return a Product
Dematier products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original Dematier box and delivery package, including all accessories and documents. Dematier will not accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way.
Watch bracelets that have been adjusted at the Customer’s request must be returned with the exact same number of links as in the original delivery package.
Engraved or embossed products cannot be returned to Dematier for exchange or refund.
All returns will be subject to strict Quality Control (QC) by Dematier to ensure that the returned products satisfy these requirements. If the products do not meet QC standards, Dematier will refuse the return, and the products will be sent back to the Customer or the Gift Recipient, as applicable. If the returned product satisfies Quality Control (QC), Dematier will proceed with the applicable refund or exchange.
15.4. Refunds and Merchandise Credit
Should a product be returned to the Dematier e-boutique distribution center by the Customer or the Gift Recipient, only a Customer will be entitled to receive a refund. In no event will a Gift Recipient be entitled to receive a refund.
If a Customer’s return complies with the return policy, Dematier will use reasonable efforts to credit the refund to the Customer’s credit card or Paypal account no later than fourteen (14) days after receipt of the returned item by the Dematier e-boutique distribution center. Except for delivery of a defective product, initial shipping charges will not be refunded to the Customer.
The Customer or the Gift Recipient may return a product to a Dematier retail boutique, the individual making the return being entitled to receive boutique merchandise credit only. No cash or credit card refunds will be issued in respect of a return to a Dematier retail boutique. Boutique merchandise credits can only be applied to products purchased in a Dematier retail boutique and cannot be applied to products purchased through the Platform or Customer Contact Center.
Customers and Gift Recipients may be permitted to exchange a product purchased on the Platform or by phone through the Client Relations Center for another Dematier product if the product to be exchanged satisfies the conditions of the return policy within thirty (30) days following delivery.
Dematier will send an invoice as a .pdf attachment to the Customer’s email address, which specifies the value of the returned product, the price of the item for which the original product has been exchanged and the difference to be paid by the Customer or the amount that the Customer is entitled to receive, as indicated below.
Should a product be returned for exchange to the Dematier e-boutique distribution center by a Customer or Gift Recipient, only the Customer will be entitled to receive a refund of the price difference if the returned product is more expensive than the exchanged Dematier product. If the returned product is less expensive than the exchanged item, the Gift Recipient will be charged the difference in price.
Should a product be returned for exchange to a Dematier retail boutique, either the Customer or Gift Recipient will be entitled to receive merchandise credit of the price difference, in case the original product is more expensive than the item to be received in the exchange. If the returned product is less expensive than the exchanged item, the Customer or Gift Recipient will be charged the difference in price.
15.6. Defective products
Dematier is extremely cautious in ensuring that each product strictly complies with our quality criteria and that it has passed all our controls, both technical and aesthetic.
If nevertheless you receive a product that seems to be damaged, you may return it to Dematier in accordance with the return policy. Upon receipt, Dematier may classify the returned product as a defective product. Please note that items that are damaged as a result of wear and tear are not considered to be defective.
If your product is declared as defective by Dematier, the following solutions will be proposed to the Customer or the Gift Recipient, as applicable:
i) Dematier may send you the same product in the exact same size, subject to availability,
ii) Dematier may propose an exchange for another Dematier creation of equivalent or higher value, in which case the initial price will be deducted and you will be required to pay only the difference, or
iii) Only you, as the Customer, may request a refund of the full price of your initial purchase.