Refund policy

Return and Refund Policy – Espace Cagoules

At Espace Cagoules, we pay close attention to the quality of our products and our customers’ satisfaction. If, however, an item does not meet your expectations, we will support you with your return request according to the terms below.

Cooling-off period

In accordance with applicable regulations, you have a legal period of 14 calendar days from the date you receive your order to exercise your right of withdrawal, without having to provide a reason. At Espace Cagoules, we go further: we offer an extended 15-day period to change your mind, as part of our satisfaction or money-back commitment.

Returns for non-conformity or defect

If the received product has a clear defect, is damaged upon receipt, or does not match the order placed, please contact our customer service as soon as possible.

After verification, we will propose an appropriate solution: either an exchange or a full refund.

General return conditions

To be accepted, any returned item must:

• be unworn, unused, and in perfect condition,
• be returned in its original packaging with intact labels,
• be accompanied by the return authorization provided by our customer service.

Any product showing signs of use, alteration, or that does not meet these conditions may be refused or receive a depreciation after review.

Return procedure

1. Contact our customer service at: contact@espacecagoules.com to obtain a return authorization.
2. Carefully pack the item(s) concerned.
3. Insert the return authorization document into the package.

No returns can be processed without prior authorization.

Shipping terms for the returned product

• In the case of a defective product or an error attributable to Espace Cagoules, a prepaid return label is provided (via Mondial Relay for France).
• If the right of withdrawal is exercised, return shipping costs remain the customer’s responsibility.
• For returns from areas not served by Mondial Relay (particularly outside France), the customer may use the carrier of their choice, with a tracked shipment. They must contact our customer service in advance in order to obtain the corresponding return address.

Refunds

A full refund will be issued as soon as we receive and inspect the product at our premises. It will automatically be credited back to the payment method used for your order, with the usual bank processing time of 3 to 5 business days.

Customer service

For any questions regarding your order or a return, our customer service team is available at the following address:

contact@espacecagoules.com