Politique de remboursement

Defective Item:

  • If an item is received defective, damaged or a fault becomes apparent in the first 5 days of delivery, then the buyer must contact us via info@cuisinox.com. 

  • The buyer must inform us within the first 5 days after delivery. 

  • We reserve the right to request for proof that the item is faulty. Depending on the type of item, we may request for photographic proof or we may request for the item to be returned for inspection. The buyer is responsible for the return shipping fee. We will not reimburse the return shipping fee. If the inspection result indicates that the item is not faulty, then the buyer is only eligible for a Credit Note instead of a reship. 

  • After verification and if the buyer has requested for a refund, then we will refund the price of the item only. We will not refund the initial shipping fee. We will not reimburse the return shipping fee. 

  • After verification and if the buyer has requested for a reship, then we will send out a replacement item as soon as possible. We are responsible for the reshipping fee. We will not reimburse the return shipping fee. However, if a replacement item is not available, then we will issue a refund instead. 

Bought Wrong Item:

  • If the buyer purchased a wrong item, then the buyer may request for an exchange or a Credit Note. The buyer will not be eligible for a refund. 

  • The buyer must inform us within the first 5 days after delivery. 

  • The buyer is responsible for the return shipping fee. We will not reimburse the return shipping fee.

  • A 30% restocking fee may be applied for all items returned in perfect condition, including its' packaging. 

  • After receiving the returned item and if the buyer has requested for an exchange, then he is responsible for the reshipping fee and also the price difference of the exchanged items.

     

Shipped Wrong Item:

  • If we have mistakenly shipped a wrong item, then we will reship the correct item as soon as possible. 

  • The buyer must inform us within the first 5 days after delivery. 

  • Depending on the type of item, we may request for photographic proof or we may request for the wrong item to be returned. We will reimburse the return shipping fee.

  •  Images may differ slightly from the actual product.


Out-of-Stock Item:

  • If the buyer does not want to wait for an out-of-stock item and if he has paid by PayPal, then we will refund via PayPal. 

  • If the buyer does not want to wait for an out-of-stock item and if he has chosen to pay by credit card, then we will simply cancel the item and the order. The credit card will not be charged.

     

Cancelled Order:

  • If the buyer requests to cancel an order, then we will try to intercept the order but we cannot guarantee it because we ship out orders very quickly. 

  • If the order can be intercepted and if the buyer has paid by PayPal, then we will cancel the order and refund the full amount via PayPal. 

  • If the order can be intercepted and if the buyer has chosen to pay by credit card, then we will simply cancel the order. The credit card will not be charged. 

  • If the order cannot be intercepted, then we cannot cancel the order. The buyer may return the item for a Credit Note. The buyer will not be eligible for a refund.

     

Wrong Address & Undeliverable Address:

  • If a buyer informs us that he has provided a wrong shipping address, then we will try to intercept the order but we cannot guarantee it because we ship out orders very quickly. 

  • If the buyer has provided a wrong address and if the order is returned to us, then the buyer may request for a reshipment or a Credit note. The buyer is responsible for the reshipping fee. The Credit note is the price of the item. 

  • If the buyer has provided a wrong address and if the order is not returned to us, then we are not responsible for ny losses. 

  • If the order is returned to us due to undeliverable address (or other unknown reasons), then the buyer may request for a reshipment or a Credit note. The buyer is responsible for the reshipping fee. The Credit note is the price of the item.

     

Instruction for Returning Item:

  • Please contact us to get a RMA number BEFORE returning the item.

  • Items without RMA number will not be accepted. 

  • Write the RMA number on the front of the package. 

  • The returned item must be in original packaging. 

  • For faster processing, please include a copy of your packing slip and write down your reasons.

  • The buyer is responsible for the return shipping fee. We will not reimburse the return shipping fee (unless when we have shipped the wrong item). 

  • Please allow 10 business days to process your returns or exchanges. 

  • We reserve the right to refuse any unauthorized returns.

     

Definitions:

  • Initial shipping fee = the cost to ship an ordered item

  • Return shipping fee = the cost to ship an item back to us

  • Reshipping fee = the cost to ship a replacement or an exchanged item to the buyer

      

Credit Note:

  • A Credit Note can only be used for the next purchase on this website.

  • The value of the Credit Note will be credited to the total amount of the next purchase. The buyer will only have to pay for the balance (the total amount minus the Credit Note). 

  • A Credit Note is not a refund and cannot be exchanged for cash. 

  • The buyer must inform us before using a Credit Note.