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Returns and refunds

To be reviewed by a legal professional before going live. This English version is a translation provided for convenience only; in case of discrepancy, the French version prevails. As our items are made with your face, they cannot be taken back simply because you changed your mind. However, a defective, damaged or non-conforming item is always replaced or refunded.

No right of withdrawal for personalised items

Under Article L. 221-28, 3° of the French Consumer Code, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. You expressly acknowledge this by ticking the corresponding box before payment.

We therefore cannot take back an item that matches your order but that you no longer like or whose size does not fit. Before ordering, carefully check the preview, the size information on the product page and any warnings about the quality of your photo.

Defective, damaged or non-conforming item

You always benefit from the legal guarantee of conformity (two years from delivery) and the guarantee against hidden defects (two years from discovery of the defect).

If your item is defective, damaged on delivery or does not match your order (different product, size, colour or face), we replace it at no cost to you or, if replacement is impossible or in the other cases provided by law, we refund you. Details are on the Legal guarantees page (https://preprod.whatdaface.com/en/legal/garanties).

How to make a claim

Write to us at [TO BE COMPLETED: contact email] with:

  • your order number;
  • a description of the problem;
  • photos of the item and the defect and, for transport damage, of the parcel's packaging and label.

Timing

For damage noticed on delivery, we recommend writing to us quickly, ideally within 30 days of receipt. This indicative period in no way shortens your two-year legal guarantees.

Depending on the case, we may ask you to send the item back: we then tell you how to do so and cover the return costs. Often, photos are enough and you do not need to return anything.

Refunds

Refunds are made free of charge, through Stripe, to the payment method used for the order. The time it takes to appear on your account depends on your bank.

If the contract is terminated under the legal guarantee of conformity, the refund is made no later than 14 days after receipt of the returned item or of proof that it was sent or, if no return is requested, after we agree to the termination.

Ordering mistakes

If the problem comes from information provided when ordering (size or product chosen, incorrect address), contact us: we will look for a solution with you, although a free replacement cannot be guaranteed.

Cancellation

As orders go into production quickly, cancellation is only possible if production has not yet started. Write to us as soon as possible at [TO BE COMPLETED: contact email]: if cancellation is possible, you will be refunded in full.

Disputes

If a dispute with our customer service remains unresolved, you may use the consumer mediator free of charge: [TO BE COMPLETED: consumer mediator name] — [TO BE COMPLETED: mediator website] (Article 12 of the terms and conditions of sale: https://preprod.whatdaface.com/en/legal/cgv).