RETURNS & EXCHANGES

All returns and exchanges must be postmarked within fourteen (14) days of receiving your items. All returned items must be in new and unused condition, with all original tags and labels attached.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

We do not cover the cost of return shipping.

To initiate a return, you can contact us at:
Email: contact@poolday-paris.com

Or directly via our Insta Message at the following link: https://www.instagram.com/poolday_paris/

 

To avoid long waiting times and facilitate the exchange, we ask you to write your return email in the following format: 

• Subject: Order #0000 Return
• Order email: 
• Reason for return:
• Photo of products received:
  
  

For any return or exchange, please send us an email or Insta Message with your order number and tracking number. You can ship your package via tracked postal letter or Colissimo.

 

 

PROOF OF POSTAGE

We strongly recommend obtaining proof of postage and following our return procedure.

WHAT IS PROOF OF POSTAGE?

Proof of postage can be proof of package drop-off, such as a photo of your order at your post office. We strongly recommend taking a photo of your drop-off receipt in case of loss.

If we ask for proof of postage and you do not have it, we cannot issue a refund.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. All refunds are processed within 1 to 3 working days after receipt of the return.

REFUND METHOD

In the event of a refund, we will refund you via the bank account used for the order. If you used a PayPal account to place your order, we will refund your order directly to that PayPal account.

In case of refund failure, we may ask you for an external refund method different from the one used to place your order (PayPal account or bank transfer).

In other forms, our refund methods are as follows: 

- Bank transfer to the account initially debited when placing the order;

- PayPal transfer to the account initially debited when placing the order;

- In rare cases, bank transfer to another account provided by the customer;

DISPUTE

A dispute is a contention or disagreement between two or more parties (individuals, companies, organizations, etc.) concerning claimed rights, obligations or interests.

DISPUTE RESOLUTION

- Pre-complaint : Before any action, it is strongly recommended that the user contact customer service to resolve any dispute amicably.

- Mediation : In the event that an amicable solution is not found after initial contact with customer service, in accordance with Ordinance No. 2015-1033 of August 20, 2015, and European Union Regulation No. 524/2013, the user has the possibility to use the free mediation service offered by Poolday Paris. 

- Applicable Law : These General Refund Conditions are governed by French law.

DISPUTE MEDIATOR

In the event that you open a dispute, the mediator of this dispute will be the platform through which you placed the order.

- If it is an order placed via PayPal, the latter will act as the dispute mediator.

- If it is an order placed directly by credit card, the Shopify Payment platform will act as the dispute mediator.

ROLE OF THE DISPUTE MEDIATOR:

- Neutrality : The mediator will not take sides. They must facilitate communication between the two parties (you and us).

- Confidentiality : Everything said during the dispute resolution will remain confidential. This confidentiality encourages both parties to remain honest and open to discussion and dispute resolution.

- Facilitation : The mediator asks questions and can suggest methods or techniques to help the parties see things from a new perspective. Their primary role is to facilitate discussion and move it forward.

- Reduced Formalities : Unlike a judicial process, mediation is less formal, faster, and less costly.

IN CASE OF NON-RESOLUTION OF THE DISPUTE

If the parties fail to resolve the dispute through mediation, disputes would then be brought before the competent courts according to the rules of common law jurisdiction.