Refund Policy

 

Return policy of https://veilleusedereve.com in Luxembourg and France.

At https://veilleusedereve.com , we are committed to providing a satisfactory shopping experience to our customers in Luxembourg, France and Belgium. We understand that sometimes a product may not meet your expectations or may have a defect. That's why we have implemented a 14-day return policy.

Here are the details of our returns policy:

  1. Return period: You have a period of 14 days from receipt of your order to inform us of your intention to return a product. After this period, we will not be able to accept returns.
  2. Eligible products: All products linked to the Dream Nightlight site and related accessories can be returned, with the exception of personalized products or products indicated as non-returnable for hygiene or safety reasons.
  3. The circumstances for the refund: Return period: You have a period of 14 days from receipt of your order to inform us of your intention to return a product. After this period, we will not be able to accept returns.
  4. Change of mind: If you change your mind after receiving the product, you can return it within 14 days . Products must be unused, undamaged and in their original packaging.
  5. Defective/Broken Products: If a product develops a defect or breaks within 14 days of receipt, please contact us to arrange a replacement or refund.
  6. Products Damaged on Arrival : If a product arrives damaged, please contact us within 14 days for a replacement or refund.
  7. Incorrect Product: If you receive an incorrect product, please contact us within 14 days for a replacement or refund.
  8. Product not received: If your product has not arrived within 14 days of the expected delivery date, please contact us.
  9. Cancellation after order: If you wish to cancel your order after placing it, please contact us as soon as possible. We will do everything possible to stop shipping, but if the product has already been shipped, you will need to return it for a refund. Return costs are the responsibility of the customer, except in the case of defective product, damaged on arrival, incorrect product, or in the event of an error on our part during shipping. We recommend using a trackable shipping service to ensure the security of the return.
  10. Return process: To initiate the return, please contact us by telephone at +352621301653 or by email at the following email address info@veilleusedereve.com providing the following information: order number, product name, reason for return and your contact details. We will provide you with specific return instructions and return address.
  11. Return costs: Return costs are the responsibility of the customer, except in the event of a defective product or an error on our part during shipping. We recommend using a trackable shipping service to ensure the security of the return.
  12. Refund: Once we have received the returned product and verified its condition, we will refund the full amount of the purchase, including the original delivery costs, within a reasonable time. The refund will be made according to the payment method used during the initial purchase.
  13. Exceptions: In some exceptional cases, such as products damaged in transit or shipping errors, we may offer a product replacement rather than a refund. We will evaluate each situation on a case-by-case basis to arrive at a satisfactory solution.
  14. Please note that this 14-day return policy is subject to our general conditions of sale specific to Luxembourg, France and Belgium. We encourage you to consult them on our website for all the detailed information.
  • Receipt of the return request: As soon as we receive your return request, our team is committed to responding to you within 24 hours to give you precise instructions on how to return the product.
  • Sending the product: The time it takes for the product to arrive back to us depends on the delivery service you choose. Generally, it can take between 8 to 10 business days .
  • Product Inspection: Upon receipt of your product, we will conduct an inspection which may take up to 48 hours . We check the condition of the product and compliance with our returns policy.

Refund processing:

If everything is in order, we will reimburse you immediately. The reimbursement time then depends on the payment method used during the initial purchase. For a credit or debit card, it may take 3 to 5 business days for the amount to appear in your account.

What is the reimbursement method? How does the customer receive his refund?

We will issue the refund using the same payment method you used for your original purchase. This means that if you paid by credit card, the refund will be credited to the same card. If you used an online payment service, the refund will be made on the same service.

Returns must be made in their original condition and complete (packaging, accessories, instructions, etc.) allowing them to be remarketed in new condition, accompanied by the purchase invoice.

If a customer wishes to return a product, they must contact us by telephone at +352621301653 or by email at info@veilleusedereve.com within 14 days of receipt of the order. The customer must provide the following information:

  • First and last name
  • Address
  • Phone number
  • E-mail address
  • Order number
  • Name of product to return
  • Reason for return