Refund policy

RIGHT OF WITHDRAWAL

The user has the right to exercise the right of withdrawal within 14 calendar days from receipt of the product, with no penalty. The full purchase amount — product price plus shipping costs — must be refunded to the consumer within 14 days following the exercise of the right of withdrawal. Return shipping costs shall be borne by the user/consumer.

The exercise of the right of withdrawal is not subject to any formal requirements. The consumer shall only be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics or functioning, without this limiting their right to exercise said withdrawal.

To exercise this right, the user may fill in the form with their order number and contact details, and send it to fontup@grandfontaine.eu or by post (by any legally accepted means), within 14 calendar days of receipt of the order. After this period, returns or exchanges may only be requested on technical grounds covered by the product warranty.

The product must be returned with all elements included at the time of delivery, free from damage or signs of wear, and must not show improper use or use inconsistent with its nature, to the address provided.

Return in the original packaging is recommended; if this is not possible, the product may be subject to a reduction in value. The customer is responsible for packaging and protecting the returned product(s), as well as for the associated shipping costs.

Provided products are returned within 14 calendar days, free from damage or wear and meeting all requirements set out in this section, a full refund of the purchase amount will be issued.

Exceptions to the right of withdrawal

The right of withdrawal shall not apply, pursuant to Article 103 of Royal Legislative Decree 1/2007, to contracts relating to:

a) The supply of goods liable to deteriorate or expire rapidly.

b) The supply of sealed goods that are not suitable for return due to health protection or hygiene reasons, and which have been unsealed after delivery.

Return due to order error by LABORATOIRES GRAND FONTAINE S.L.U.

If the product received does not match the order due to a company error, the user must notify the company by email as soon as possible. LABORATOIRES GRAND FONTAINE S.L.U. will cover the costs of collecting the incorrectly sent product and delivering the correct one.

Return verification

Verification and inspection of returned products shall be carried out by LABORATOIRES GRAND FONTAINE S.L.U. upon receipt at its facilities, confirming that all requirements set out in section 8.1 are met. Should any elements be missing, the user will be notified in writing by email.

REFUNDS

When a return is made (right of withdrawal exercised), the amount paid for the product plus original shipping costs will be refunded. Return shipping costs shall be borne by the consumer/user. The refund will be issued within a maximum of 14 calendar days, via the same payment method used for the original purchase.

APPLICABLE WARRANTIES AND AFTER-SALES SERVICE

Warranty

All products offered through the website are entirely original unless otherwise stated in their description.

Satisfaction guarantee: If upon receiving the product, and prior to exercising the right of withdrawal, the user is not satisfied with the purchase, they may choose one of the following options:

  • Exchange the product for a voucher of the same value to be used toward another product of equal value (if the new product is more expensive, the user must pay the difference).
  • Exchange the item for another product; if the new product is more expensive, the user must pay the difference.

Defective product warranty: In the case of a defective product, LABORATOIRES GRAND FONTAINE S.L.U. shall proceed with repair, replacement, price reduction or contract termination as applicable, all at no cost to the user. LABORATOIRES GRAND FONTAINE S.L.U. is liable for any lack of conformity that becomes apparent within three years of delivery. The consumer/user must notify LABORATOIRES GRAND FONTAINE S.L.U. of the lack of conformity within two months of becoming aware of it.