Our “Money Back Guarantee” allows you to return under certain conditions and within 15 days any product ordered which you would not be satisfied for any reason. Depending on your preference, we will refund the full amount of the item or we will exchange it for another product as described below.
What are the conditions for returning an item?
Our return conditions are simple: we accept the return of all new items returned within 15 days. Any returned product must be in its original packaging accompanied by proof of purchase. We do not accept returns of items that do not conform to their original condition, ie products that are more than 15% of the initial total weight.
How to return an article and to which address?
Product returns for exchange or refund are made exclusively by La Poste at: Relais Gourmet Service Returns
14 rue Burugoria 64700 Hendaye. We thank you to pack the returned items with great care and return them with the invoice and a letter specifying the nature of the exchange and the nature of the refund (by check or gift certificate) If you do not specify your refund preferences, we will make a refund by discount code that you will receive by mail. Attention: We remind you that it is impossible to return the items through Relais Parcel. No postage due or against refund will be accepted.
Do I have to pay a return and forwarding fee for an exchange?
If you change your mind and we return an item, the return costs of your Relais Gourmet products are your responsibility. Any forwarding of article within the framework of an exchange is carried out at your residence by Colissimo. The shipping costs of the articles in Metropolitan France are offered by Relais Gourmet. The shipping costs of the items forwarded after exchange outside France (to a foreign country or to the DOM-TOM) are your responsibility.
How soon will I be reimbursed?
We process your request within an average of five days upon receipt of your package. We will reimburse you, according to your preferences, by check or gift certificate. Gift certificates are sent to you within 3 days by e-mail. Checks are mailed to your home and arrive within an average of one week.
And if the contents of my package does not comply with my order?
We will fully refund or exchange the damaged or defective product (s) based on the price you paid. If, despite all the care we take in the preparation of each package, your order did not comply with your request (product damaged during transport, defective …), we will reimburse you or exchange products concerned.
My package or products are damaged
In case of deterioration, thank you to keep the damaged products and the carton of the package so that we can identify what happened. If you have the opportunity thank you to send us by email a photo showing the damage. For information, be aware that any order received very deteriorated (damage visible on the cardboard, open package and closed by the services of our delivery …) may be refused to your postman or relay package. If you accept a parcel repaired or damaged severely, we advise you to check its contents in the presence of the deliveryman and to possibly emit a reservation when it is accepted.
My products are defective
If you suspect a product to be defective, immediately contact Relais Gourmet detailing the problem. If the product is found to be defective, we will exchange it or refund it as soon as possible.
If you have any other questions, do not hesitate to contact us. We are at your service from Monday to Friday from 9 am to 7 pm by phone on (+33) 09 51 76 13 60 or by e-mail via the contact page.