Return policy

At Eau de Fontaine, we do everything we can to guarantee you complete satisfaction. If an item does not suit you, you can exercise your right of withdrawal under the conditions specified below.

Return period

You have a period of 14 calendar days from receipt of your order to notify us of your wish to return all or part of it. After this period, we will unfortunately no longer be able to accept your request.

Conditions of acceptance

To be eligible for a refund, the product must be returned:

• in its original, unused and undamaged condition;
• with all its accessories, instructions and any promotional gifts;
• in its packaging of origin, allowing its resale when possible;
• accompanied by proof of purchase.

Any product incomplete, used, installed, brought into contact with water, damaged or made unfit for resale may be subject to a depreciation of the reimbursement, in accordance with the provisions of the Consumer Code.

Exercise of the right to withdrawal

In accordance with articles L221-18 et seq. of the Consumer Code, you can exercise your right of withdrawal without having to justify your decision.

To do this, simply complete our withdrawal form, connect to your customer area (account.iaudefontaine.com) or contact us at contact@iaudefontaine.com.

After validation of your request, we will inform you of the return conditions. Direct return costs remain the responsibility of the customer, except in the event of a preparation error, a non-compliant product or a recognized defective product.

Receipt of the package and damaged products

We invite you to check your order upon receipt.

In the event of a defective, missing or non-compliant product, please contact us within 48 hours to the address contact@iaudefontaine.com, attaching photographs of the package and the product.

Attention: if the package shows visible damage during delivery, we recommend that you refuse it to the carrier or make specific reservations on the delivery note. This approach facilitates the handling of the file by the carrier and does not deprive the consumer of their legal rights.

Exchanges

We do not offer direct exchange.

If you wish to obtain another product, you must return the item concerned then place a new order.

Refund

Upon receipt of your return, it will be checked by our quality department.

If the return is compliant, the refund will be made to the means of payment used when ordering, as soon as possible and at the latest within the legal period provided for by the regulations.

Charges applicable in the event of withdrawal after shipment or non-collection

When the order has already been shipped, the logistics costs actually incurred remain due.

In the event of exercise of the right of withdrawal after dispatch of the order, refusal of the package or non-collection leading to its automatic return to our warehouses, the following costs will be deducted from the reimbursement:

• 12,90 € corresponding to the outward shipping costs, including when delivery was offered as part of a commercial transaction;
• 12,90 € corresponding to the return costs invoiced by the carrier.

These amounts correspond exclusively to the logistics costs actually borne by Eau de Fontaine and do not in any way constitute a penalty.

Parcels not collected

We systematically inform our customers of the availability of their package through notifications from the carrier as well as our own reminders by e-mail.

If, despite these notifications, the package is not collected within deadlines set by the carrier, it is automatically returned to us.

• 14 days of availability at a Colissimo relay point;
• 4 days at a Pickup relay.

Reimbursement occurs after receipt of the package at our premises, after deduction of the logistics costs mentioned above.

Exceptions to the right to withdrawal

In accordance with article L221-28 of the Consumer Code, the right of withdrawal cannot be exercised for:

• products personalized or made according to customer specifications;
• products likely to deteriorate quickly;
• products delivered under seal which have been opened after delivery and which cannot be returned for reasons of hygiene or health protection;
• filters, filter cartridges and other consumables having been installed, used or brought into contact with water when the legal conditions of exclusion are met.

Legal guarantees

Independently of this return policy, all products sold by Eau de Fontaine benefit from the legal guarantee of compliance provided for in articles L217-3 et seq. of the Consumer Code as well as the guarantee against hidden defects provided for in articles 1641 et seq. of the Civil Code.

For any request concerning the application of a legal guarantee, contact our customer service at contact@iaudefontaine.com.