CANCELING AN ORDER

To request the cancellation of an order, please go to your "Account", then click on "Cancel the order" on the order concerned. 

If the order is canceled, the refund to your original payment method may take up to 7 business days (the time needed for it to be processed by our bank and yours).

Information: the cancellation option is available only for orders that have not been shipped and not been processed. If your order has been shipped/processed, please read the return policies (below).

RETURNS

To request a return, please go to your "Account", then click on "Return the order" on the order concerned.

If the return is approved and compliant*, the refund to your original payment method may take up to 7 business days (the time needed for it to be processed by our bank and yours).

*To be eligible for return, your item must be unused (in the condition in which you received it) as well as in its original packaging.
Any item that is not in its original condition, that is damaged or that is missing parts for a reason not due to an error on our part may result in a partial refund only or in a refusal to refund.

EXCEPTIONAL CASES

A parcel that is not received by the customer and is returned by the carrier does not constitute a withdrawal from the customer's order. No refund will be issued in that case, and you will be regarded as solely responsible for the situation. The order will be processed.

     If you encounter the situation mentioned above "A parcel that is not received by the customer and is returned by the carrier [...] The order will be processed." and you nevertheless wish to receive your item(s):

• if you contact us before the 14-day period related to the return policies, you will bear the costs related to the new shipment.
• if you contact us after the period related to the return policies, we reserve the right to refuse any request on your part, the order being processed.

If we or the carrier are the cause of the problem, you, the customer, have 7 days to notify us that it is impossible to receive the parcel. If you are the cause of the impossibility of receiving the parcel, you have until the date on which the parcel is returned to contact the carrier as well as sur.écoute ( at the following e-mail address: serviceclient@surécoute.store) and notify them of your mistake in order to resolve the problem.

 

DELAYED OR MISSING REFUNDS (IF APPLICABLE)

If you have not yet received a refund, first double-check your bank account.
Then, contact the company that issued your credit card, as the official posting of your refund may take some time.
Next, contact your bank, as the posting of a refund is often preceded by a processing time.
If you have taken all these steps and you still have not received your refund, contact us at the following address: serviceclient@surécoute.store.
Only regular-priced items are refundable. Sale or promotional items are not.

EXCHANGES (IF APPLICABLE)

We ONLY replace items that were defective or damaged from the outset, and in their original packaging. If you need to replace yours, send us an e-mail at serviceclient@surécoute.store. Should this case arise, sur.écoute will cover the shipping costs.

GIFTS

If the item was marked as a "gift" at the time of purchase and if it was shipped directly to you, and a refund has been approved, you will receive a gift credit / promotional code (by mail or electronically), of a value equivalent to that of the returned item.

If the item was not marked as a gift at the time of purchase, or if the person who gave the gift had the order sent to themselves in order to hand it over to you later, it is to that person that we will issue the refund.

SHIPPING

To return your product, you must send it to the following postal address: 21 avenue de sidobre, Brassac, 81260, France.
No surcharge on shipping costs will be applied. We do not charge any restocking fee.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you have to ship an item, we recommend that you use a shipment tracking service or that you have your shipment insured. We cannot guarantee that we will receive the returned item (taking out insurance with the carrier used is important!).