Politique de remboursement

Scope and definitions

This Return and Refund Policy applies to products purchased directly from restaurantequipmentx.shop. “Consumer” means an individual acting for purposes outside a trade, business, craft or profession. “Business customer” means a person purchasing wholly or mainly for professional use. Certain statutory provisions described below apply only to consumers.

Fourteen-day statutory right of withdrawal

A consumer may withdraw from an eligible distance-sale contract without giving a reason within 14 days from the day after the consumer, or a person designated by the consumer other than the carrier, takes physical possession of the goods. For one order delivered in several parcels or lots, the period generally runs from receipt of the final parcel or lot.

To exercise the right, send an unambiguous statement to info@restaurantequipmentx.shop before the deadline. Include your name, order number, the products concerned and a clear statement that you withdraw from the contract. Sending goods back, refusing delivery or failing to collect a parcel without a withdrawal statement is not, by itself, sufficient notice.

Model withdrawal wording

“To restaurantequipmentx.shop, info@restaurantequipmentx.shop: I hereby give notice that I withdraw from my contract of sale for the following goods: [identify the goods]. Ordered on / received on: [date]. Order number: [number]. Consumer name and address: [details]. Date: [date].” This wording is optional; any clear statement is acceptable.

Return after withdrawal

After notifying us, the consumer must send the goods back without undue delay and no later than 14 days after communicating the withdrawal. Contact us before shipment for return instructions and the correct return destination. Do not send a return to an address shown on a parcel label unless we confirm that address in writing.

Unless the item is defective, incorrect or damaged in transit, the consumer normally bears the direct cost of return. Large commercial equipment may require insured freight, palletisation or specialist handling, and those direct return costs can be substantial. We will provide a reasonable estimate when legally required and when the nature of the goods means they cannot normally be returned by post.

Refund following statutory withdrawal

We will reimburse payments received for the withdrawn goods, including the cost of the least expensive standard delivery option offered for the original order. Because our standard delivery is free, no original standard delivery charge is normally payable. Extra costs resulting from an expressly chosen premium delivery service are not refundable beyond the standard-delivery amount.

The refund will be made without undue delay and no later than 14 days after we are informed of the withdrawal. For a sale of goods, we may withhold reimbursement until we receive the goods or the consumer supplies evidence of having sent them back, whichever occurs first. Refunds are issued to the original payment method unless the consumer expressly agrees otherwise and incurs no fee as a result.

Handling and diminished value

A consumer may inspect an item as they could reasonably do in a physical shop. The consumer may be responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. For commercial equipment, connecting utilities, cooking food, removing protective films, commissioning, extended test cycles, installing fixed fittings or operating the unit in service may go beyond necessary inspection.

Voluntary 30-day return policy

In addition to the statutory withdrawal right, we accept requests to return eligible unused products within 30 calendar days after delivery. This voluntary policy does not replace or reduce statutory rights. To qualify after the statutory 14-day period, the product must be unused, uninstalled, clean, complete and in resalable condition with manuals, accessories, labels and protective packaging.

Under the voluntary policy, return shipping is the customer’s responsibility unless we confirm that the product is defective, damaged or incorrect. We may decline a voluntary return that does not satisfy these conditions. Any deduction will be reasonable and reflect actual loss in value or missing components, subject to mandatory law.

Items excluded from withdrawal where legally permitted

The statutory right of withdrawal does not apply in circumstances excluded by law, including goods made to the consumer’s specifications or clearly personalised, and sealed goods not suitable for return for health-protection or hygiene reasons once unsealed. An exclusion is applied narrowly and only when its legal conditions are met.

Custom-cut stainless steel, fabricated worktops, made-to-measure shelving or specially configured equipment.

Special-order items materially altered or manufactured to an individual specification.

Sealed hygiene-sensitive or food-contact products after the protective seal has been broken, where return would genuinely be unsuitable for health or hygiene reasons.

Opening ordinary shipping packaging does not automatically remove a statutory right. Clearance, sale and opened-box products remain subject to statutory rights unless a lawful exclusion applies.

Damaged, incorrect or incomplete deliveries

Inspect the shipment promptly and, where reasonably possible, before signing a freight receipt. Note visible damage or missing packages clearly on the carrier documentation and take photographs of the outer packaging, labels, pallet and product. Contact info@restaurantequipmentx.shop as soon as possible. A short reporting request helps evidence the claim but does not remove mandatory legal rights.

If we confirm that the product arrived damaged, is incorrect or is missing a component, we may arrange a replacement part, repair, replacement, collection or refund as appropriate. Do not discard the packaging, install the product, or arrange an unauthorised repair before receiving instructions, unless necessary to prevent injury or further property damage.

Legal guarantee of conformity

French consumers benefit from the legal guarantee of conformity for two years from delivery, subject to the French Consumer Code. The seller is responsible for lack of conformity existing at delivery under the statutory conditions. The consumer is generally entitled to have the goods brought into conformity by repair or replacement, free of charge, within a reasonable period and without major inconvenience. Price reduction or termination and refund may be available where statutory conditions are met.

These rights are separate from the withdrawal period and any manufacturer or commercial warranty. A warranty cannot replace or reduce the legal guarantee. The consumer may also have rights under the legal guarantee against hidden defects under the French Civil Code.

What is not a conformity defect

Subject to mandatory law, a product is not defective merely because it is incompatible with premises, utilities or another machine when the relevant specification was accurately disclosed; because normal maintenance is required; because consumable components wear through ordinary use; or because damage results from misuse, unsuitable voltage, incorrect installation, blocked ventilation, limescale, grease accumulation, unauthorised modification, accident or failure to follow instructions.

Return preparation

Request authorisation and instructions by emailing info@restaurantequipmentx.shop.

Drain, disconnect and clean the equipment safely. Food residue, grease, water and chemicals must be removed.

Include all accessories, manuals and parts. Protect glass, doors, probes and projecting controls.

Use suitable original or equivalent packaging. Heavy products must be secured to an appropriate pallet where instructed.

Use a trackable and adequately insured service and retain proof of shipment.

Refund processing and payment disputes

After inspection, we will confirm the outcome by email. Approved refunds are sent to the original payment method. Financial institutions may require additional processing time. Please contact us first if a refund appears delayed. Filing a chargeback does not create additional rights and may pause a parallel investigation while the payment provider reviews the same transaction.

Cancellations before dispatch

Contact us promptly if you wish to cancel. We will try to stop fulfilment, but cancellation is not guaranteed once processing or dispatch has begun. If shipment cannot be stopped, eligible consumers may use the statutory withdrawal process after delivery. Custom production or configuration may begin quickly and may be non-cancellable where a lawful personalised-goods exception applies.

Contact

Return, damage and conformity requests must be sent to info@restaurantequipmentx.shop. Nothing in this policy excludes, restricts or postpones a right or remedy that cannot legally be excluded under French or European law.