Politique de remboursement
1. Overview
At bienmarcher, operated by Next Closing Media LTD, we want you to be fully satisfied with your purchase. This Return and Refund Policy explains the conditions under which you may return a product and obtain a refund.
This policy forms an integral part of our Terms of Service and complies with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
2. Right of Withdrawal — 14 Days
You have 14 calendar days from the date of delivery of your order to request a return, without having to justify your decision.
The 14-day period starts on the day you (or a third party designated by you, other than the carrier) physically receive the product. If your order contains multiple items delivered separately, the period starts on the day the last item is received.
To meet the deadline, your return request must be submitted to us by email at contact@bienmarcher.com before the 14-day period expires.
3. Conditions for Return
To be eligible for a return, the product must meet all of the following conditions:
- Unused and unworn: shoes must not have been worn outside. Try them on indoors only, on a clean carpeted surface, to avoid any marks on the soles.
- Original condition: the product must be returned in the same condition as received, free from any damage, scuffs, marks, stains, or odors.
- Original packaging: the product must be returned in its original packaging, including the shoebox in its original undamaged state, all protective materials, tissue paper, and any inserts.
- All accessories included: any accessories, spare laces, dust bags, tags, labels, gifts, or free items received with the product must be returned together.
- Proof of purchase: a copy of the order confirmation or invoice must be included with the return.
⚠️ Important — Shoebox condition: the shoebox is considered part of the product. Please do not use the shoebox as the outer shipping box and do not stick tape or shipping labels directly on it. Always place the shoebox inside another shipping carton.
Products that do not meet these conditions will be refused, and no refund will be issued. In such cases, the product may be returned to you at your expense, or held at our facility for a limited period before being disposed of.
4. Non-Returnable Items
The following items cannot be returned, even within the 14-day period:
- products that have been worn outside or show signs of use;
- products damaged by the Customer after delivery;
- personalized or custom-made products made to your specifications;
- products marked as "final sale" or "non-returnable" at the time of purchase;
- gift cards (if applicable).
5. How to Return a Product
Step 1 — Contact us to obtain the return address
⚠️ Important: the return address is not published on the Website and is not the address shown on your delivery parcel. You must contact us at contact@bienmarcher.com to obtain the correct return address and instructions.
Any product sent back without prior authorization, or sent to an address other than the one we provide, will not be accepted and no refund will be issued.
Step 2 — Submit your return request
Send an email to contact@bienmarcher.com within 14 days of receiving your order, including:
- your order number;
- the name of the product(s) you wish to return;
- the reason for the return (optional but appreciated);
- clear photographs of the product and its packaging.
Step 3 — Receive return authorization and address
After validating that your request meets the eligibility conditions, we will send you a written confirmation by email, along with:
- the official return shipping address;
- the return reference number to include with your shipment;
- specific packaging and shipping instructions, if applicable.
This authorization is valid for 7 calendar days. After this period, you must request a new authorization.
Step 4 — Ship the product
You must ship the product within 7 calendar days of receiving our return authorization, using a tracked shipping method.
We strongly recommend insuring your shipment, as we are not responsible for products lost or damaged in transit during the return.
Step 5 — Inspection and refund
Once we receive the returned product at the address we provided, we will inspect it within a reasonable timeframe (typically 5 to 7 business days). You will be notified by email of the result of the inspection and the status of your refund.
6. Return Shipping Costs
Return shipping costs are the responsibility of the Customer, except in the following cases:
- the product delivered is defective;
- the product delivered does not match the one ordered;
- the product was damaged in transit upon initial delivery.
In these cases, we will cover the return shipping costs or arrange the return ourselves.
7. Refunds
7.1 Refund amount
Approved refunds cover the price of the returned product. Original shipping fees, payment processing fees, and any customs duties or taxes paid to local authorities are non-refundable, except where required by applicable law or where the return is due to our error.
7.2 Refund method
Refunds are issued to the original payment method used at checkout (credit/debit card, Apple Pay, or Google Pay). We cannot refund to a different account, card, or payment method.
7.3 Refund timeframe
Refunds are processed within 14 calendar days following our acceptance of the return after inspection. Depending on your bank or payment provider, the funds may take additional business days to appear on your account.
7.4 Currency and exchange rates
Refunds are issued in the same currency as the original payment. We are not liable for any difference in amount received by the Customer due to currency exchange fluctuations between the date of purchase and the date of refund.
8. Defective or Damaged Products
If your product arrives defective, damaged, or non-conforming, please contact us at contact@bienmarcher.com within 14 calendar days of delivery, including:
- your order number;
- a description of the issue;
- clear photographs and/or videos showing the defect or damage and the packaging.
We will assess the case and offer one of the following remedies, at our discretion and in accordance with applicable consumer protection laws (including the UK Consumer Rights Act 2015):
- repair of the product;
- replacement of the product;
- full refund (including original shipping costs).
In all cases, the return address will be communicated to you by email after assessment of your claim. Please do not return any defective product without our prior instructions.
9. Exchanges
We do not currently offer direct exchanges. If you wish to exchange a product (for example, for a different size or color), please return the original item under the conditions of this policy and place a new order separately.
10. International Returns
For returns from outside the United Kingdom:
- the Customer is responsible for any customs duties, import taxes, or carrier fees incurred during the return;
- the parcel must be clearly marked as "RETURNED GOODS" on the customs declaration to avoid additional customs charges on our side;
- failure to comply may result in the parcel being refused, in which case no refund will be issued.
11. Statutory Rights
Nothing in this Return and Refund Policy affects any mandatory consumer protection rights you may have under:
- the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 (for UK customers);
- EU Directive 2011/83/EU on consumer rights (for EU customers);
- the applicable consumer protection laws of your country of residence (for customers in other jurisdictions).
Where local law provides more favorable protection than this policy, those statutory rights shall prevail.
12. Contact
📧 All return requests, return address inquiries, and questions related to refunds must be sent to: contact@bienmarcher.com
The return address is provided only by email after validation of your request. It is not published on the Website.
Next Closing Media LTD Trading as bienmarcher Registered address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Company registration number: 16540178 Email: contact@bienmarcher.com Website: www.bienmarcher.com