Refund policy

This English version is provided for convenience only. In the event of any discrepancy, the French version prevails.

The commercial terms below do not limit the statutory right of withdrawal where it applies, nor the legal guarantees of conformity and against hidden defects. Statutory rights remain applicable to items on sale or on promotion.

If you change your mind, or if the product does not meet your expectations on receipt, return it to us and we will refund you (except for personalized products, see the "Personalized items" section).

Our "Satisfied or your money back" policy lasts 30 days after receipt of the product. If 30 days have passed since you received your parcel, we will no longer be able to offer a refund or an exchange.

To be eligible for a refund, you must return your item unused and in the same condition in which you received it. It must also be in its original packaging.

To make a return, you must provide a receipt or proof of purchase.

For a return due to a change of mind, return shipping costs are at your expense. This rule does not apply to defects or damage in transit, which we cover.

In certain situations only a partial refund is granted (where applicable):
* Any item that is not in its original condition, is damaged or has missing parts for reasons that are not due to an error on our part.
* Any item returned more than 30 days after delivery.

Refunds (where applicable):
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it and to inform you of our decision to approve or reject your refund request.
If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within 10 days.

Late or missing refunds (where applicable):
If you have not yet received your refund, please first check the latest transactions on your bank account.
Then contact your bank. There is often a processing time before a refund appears.
If you have completed all of these steps and still have not received your refund, contact us at: contact@meilleur-nain-de-jardin.com

Sale items (where applicable):
Items on sale or on promotion benefit from the same statutory rights of withdrawal and guarantee as other items. The exceptions relating to personalized products remain applicable.

Personalized items

Figurines made from your photos are produced to your specifications. They do not benefit from the right of withdrawal for a simple change of mind that applies to standard products, in accordance with Article L.221-28 of the French Consumer Code.

Before production starts, you can ask to cancel your order and be refunded by writing to contact@meilleur-nain-de-jardin.com with your order number. Once production has started, cancellation or refund requests for a simple change of mind are no longer accepted.

Check the photos, model, options and address you provided with your order. To request a change, contact us before production starts; whether it is feasible depends on how far the work has progressed.

You receive photos during production and have 48 hours to reply to each approval request. Without a reply within that time, production continues based on the details you provided. Correction requests must be made when approving the step concerned.

Each figurine is made by hand and has handcrafted characteristics. This does not remove your rights if the product is defective or does not match the agreed characteristics.

Defective products or products damaged in transit

The legal guarantees of conformity and against hidden defects also apply to personalized products. Contact us at contact@meilleur-nain-de-jardin.com with your order number and a description of the problem; photos can help us handle your request. The remedies provided for by regulations remain applicable.

We are responsible for the proper performance of delivery. Let us know quickly about any missing or damaged parcel. Not having made reservations with the carrier does not remove your legal guarantees. Return shipping costs needed to handle a defect or damage in transit are covered by us.

An error in the address provided may require reshipment at your expense. Contact us as soon as possible to request a correction before shipment.

Exchanges (where applicable):
We only replace an item if it is defective or damaged. If that is the case and you would like to exchange it for the same item, email us at contact@meilleur-nain-de-jardin.com and we will send you the procedure to follow.

Gifts:
If the returned item was marked as a gift at the time of purchase and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift card will be sent to you by email.

If the item was not marked as a gift at the time of purchase, or if the gift giver chose to receive the item first in order to give it to you later, we will send the refund to the gift giver, who will then know that you returned the item.

You will be responsible for paying your own shipping costs to return an item following a change of mind ("satisfied or your money back" guarantee). This rule does not apply to items that are defective or damaged in transit, for which we cover return shipping costs (see "Defective products or products damaged in transit").

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

If you are shipping an item worth more than €75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive the item you return.