Return and Exchange Policy
Introduction
At TheGetPair, customer satisfaction is our top priority. We understand that occasionally you may need to return or exchange a product. This Return and Exchange Policy outlines the procedures, conditions, and timelines for returning or exchanging products purchased through our website.
We are committed to providing a fair, transparent, and efficient returns process in full compliance with Article L221-18 of the French Consumer Code and EU Directive 2011/83/EU on consumer rights.
1. Your Right to Return
1.1 Statutory Withdrawal Period
In accordance with applicable consumer protection laws, you have the right to return any product purchased from TheGetPair within 14 calendar days from the date you receive your order. This right applies regardless of your reason for returning the product, and you are not required to provide justification or pay any penalties.
1.2 Exceptions to the Right of Return
Certain products are excluded from our return policy for hygiene, safety, or customization reasons:
•Personalized or custom-made products
•Products that have been used, worn, washed, or altered
•Items marked as final sale or non-returnable at the time of purchase
•Gift cards and digital products
•Products without original packaging, tags, or labels
2. Conditions for Returns and Exchanges
To ensure a smooth and successful return or exchange, products must meet the following conditions:
2.1 Product Condition
Unused and Unworn: Products must be in their original, unused condition. Items that show signs of wear, use, washing, or damage will not be accepted for return or exchange.
Original Packaging: All products must be returned in their original packaging, including boxes, protective materials, tags, labels, and any accompanying documentation or accessories.
Complete and Intact: All components, accessories, instruction manuals, and promotional items included with the product must be returned together.
2.2 Proof of Purchase
A valid proof of purchase is required for all returns and exchanges. This may include your order confirmation email, invoice, or receipt. Please ensure you provide your order number when initiating a return request.
2.3 Timely Request
Return or exchange requests must be submitted within 14 calendar days from the date of delivery. Requests made after this period may not be accepted.
3. How to Initiate a Return or Exchange
3.1 Contact Customer Service
Before returning any product, you must contact our customer service team to obtain authorization and instructions. Please email us at contact@thegetpair.com with the following information:
•Your order number
•The name and description of the product(s) you wish to return or exchange
•The reason for the return or exchange (optional but helpful)
•Any relevant photographs if the product is defective or damaged
3.2 Receive Return Authorization
Our customer service team will review your request and respond within 48 business hours with:
•Confirmation of your return authorization
•Detailed return instructions
•The return shipping address (which may vary depending on your location and the product)
•A return merchandise authorization (RMA) number, if applicable
Important: Do not ship any products back to us without first receiving return authorization. Unauthorized returns may not be processed, and we cannot guarantee refunds or exchanges for unsolicited returns.
3.3 Prepare Your Return
Once you receive return authorization:
•Carefully repack the product in its original packaging
•Include all accessories, manuals, and promotional materials
•Attach a copy of your order confirmation or invoice
•Clearly write the RMA number (if provided) on the outside of the package
•Use a trackable shipping method and retain your shipping receipt
3.4 Ship Your Return
Send the package to the return address provided by our customer service team. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in transit.
4. Return Shipping Costs
4.1 Customer Responsibility
In most cases, the cost of return shipping is the responsibility of the customer. We recommend choosing an affordable, reliable, and trackable shipping method.
4.2 Company Responsibility
TheGetPair will cover return shipping costs in the following circumstances:
•The product received is defective or damaged
•The wrong product was shipped due to an error on our part
•The product does not match the description provided on our website
If you believe you are eligible for a prepaid return label, please mention this when contacting customer service, and we will assess your request.
5. Inspection and Processing
5.1 Inspection Upon Receipt
Once we receive your returned product, our team will inspect it to ensure it meets the return conditions outlined in this policy. This inspection typically takes 2 to 5 business days.
5.2 Approval or Rejection
If your return is approved, we will proceed with processing your refund or exchange. If your return does not meet our conditions (e.g., the product is used, damaged, or incomplete), we will notify you via email and may offer to return the product to you at your expense or dispose of it with your consent.
6. Refunds
6.1 Refund Processing Time
Once your return has been inspected and approved, we will process your refund within 5 to 10 business days. The refund will be issued to the original payment method used for the purchase.
6.2 Refund Amount
The refund will include the full purchase price of the returned product(s). Original shipping charges are non-refundable unless the return is due to a defect, damage, or error on our part.
6.3 Notification
You will receive an email confirmation once your refund has been processed. Please allow an additional 5 to 10 business days for the refund to appear in your account, depending on your bank or payment provider's processing times.
7. Exchanges
7.1 Exchange Eligibility
If you wish to exchange a product for a different size, color, or model, please indicate this when contacting customer service. Exchanges are subject to product availability.
7.2 Exchange Process
Once we receive and approve your returned product, we will ship the replacement item to you at no additional cost, provided the exchange is of equal or lesser value. If the replacement item is of greater value, you will be required to pay the difference.
7.3 Exchange Shipping Costs
If the exchange is due to a defect, damage, or error on our part, we will cover the shipping costs for the replacement item. Otherwise, standard shipping charges may apply.
7.4 Processing Time
Exchanges are typically processed within 5 to 10 business days after we receive and inspect your returned product. You will receive a shipping confirmation email with tracking information once the replacement item has been dispatched.
8. Non-Returnable and Non-Exchangeable Items
The following items cannot be returned or exchanged:
•Personalized, custom-made, or made-to-order products
•Gift cards and promotional vouchers
•Digital products and downloadable content
•Products purchased during final sale or clearance events (unless defective)
•Items that have been used, worn, washed, or altered
9. Defective or Damaged Products
9.1 Reporting Defects or Damage
If you receive a product that is defective, damaged, or not as described, please contact us immediately at contact@thegetpair.com. Provide your order number, a description of the issue, and photographs of the defect or damage.
9.2 Resolution Options
We will work with you to resolve the issue promptly. Depending on the circumstances, we may offer:
•A full refund
•A replacement product
•A partial refund or discount on a future purchase
9.3 No Cost to Customer
If the product is defective or damaged due to a manufacturing fault or shipping error, you will not be responsible for any return shipping costs, and we will provide a prepaid return label.
10. Important Deadlines
To help you navigate the return and exchange process, please note the following key deadlines:
|
Action
|
Timeframe
|
|
Submit return or exchange request
|
Within 14 calendar days of delivery
|
|
Ship the product back to us
|
Within 7 days of receiving return authorization
|
|
Inspection and approval
|
2 to 5 business days after receipt
|
|
Refund or exchange processing
|
5 to 10 business days after approval
|
|
Refund appears in your account
|
5 to 10 business days after processing (bank-dependent)
|
11. Contact and Support
If you have any questions about our Return and Exchange Policy or need assistance with a return or exchange, our customer service team is here to help.
Response Time: Within 24 to 48 business hours
We are committed to resolving your concerns quickly and ensuring your satisfaction with every purchase.
TheGetPair – Your satisfaction is our commitment.