RETURNS AND COMPLAINTS – VOTRE LOUIS ONLINE STORE
1. Scope and Definitions
This document explains the rules for returns (withdrawal from the contract) and complaints in the “Votre Louis” store. It simplifies and summarizes the Terms & Conditions – in case of discrepancies, the Terms & Conditions prevail. Personal data processing is described in our Privacy Policy.
“Consumer” – a natural person making a purchase not directly related to their business or professional activity.
“Entrepreneur with consumer rights” – a sole proprietor making a purchase not of a professional nature.
“Made-to-order products” – non-prefabricated goods, created according to the Client’s specification (dimensions, finish, engraving, etc.).
2. Right of Withdrawal (EU: Consumers and Entrepreneurs with Consumer Rights) – 14 Days
You have the right to withdraw from a distance contract within 14 days without giving any reason.
The period runs from the day the Client (or a third party designated by the Client, other than the carrier) takes possession of the item.
To meet the deadline, it is sufficient to send a statement before it expires (by e-mail or form – Annex 1 to the Terms & Conditions).
After withdrawal, we will refund all payments received, including the cost of the least expensive standard delivery (for EU domestic offers). We may withhold the refund until we receive the item or proof of return.
The item should be returned without delay, no later than 14 days from the date of the withdrawal statement.
3. Exclusions from the Right of Withdrawal
The right of withdrawal does not apply to made-to-order/personalized products and in other cases specified by consumer law.
Natural variations in the material (grain, shade, minor wood movement under typical conditions) do not constitute a defect and are not grounds for withdrawal, as long as they fall within the tolerances indicated in the product description.
4. Returns from Outside the EU (e.g., USA) – Store Policy
For orders delivered outside the EU, we voluntarily offer 14 days for returns, but only for ready-made products (not made-to-order). We do not accept returns of made-to-order/personalized products.
The item must be returned to our address in Poland. Return shipping costs, as well as any import/export charges and courier fees, are borne by the Client.
The refund covers only the product value. Customs duties/taxes collected by authorities in the destination country are not refundable.
For DAP deliveries (default): the Client acts as importer of record and handles customs formalities for the return.
5. How to Return a Product – Step by Step
Step 1 – send an e-mail to: hello@votrelouis.com with a withdrawal statement and your order number.
Step 2 – properly secure the item (packaging/protection) and include proof of purchase.
Step 3 – send the product back within 14 days to our address according to the form (Annex 1 to the Terms & Conditions).
Step 4 – after verifying the item’s condition, we will refund the payment via the same method used (unless agreed otherwise).
Note: you are responsible for any diminished value of the item resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning.
6. Complaints (Non-Conformity with the Contract)
If the product does not conform to the contract, you may request repair or replacement; if impossible – a price reduction or withdrawal from the contract.
To submit a complaint: send an e-mail to hello@votrelouis.com with a description of the defect, the date it was identified, photos, and your order number (Annex 2 to the Terms & Conditions).
We will respond within 14 days. If the item must be returned – we will send a return label (EU) or customs instructions (outside EU).
Once the defect is confirmed, we will arrange repair/replacement within a reasonable time and without undue inconvenience.
7. Transport Damage – Damage Report
Check the condition of the shipment upon delivery. In case of damage, prepare a damage report with the courier and take photos of the packaging and product.
Report the damage promptly (within 24 hours of delivery), attaching photos and the report – this will expedite the process.
Keep the packaging until the complaint procedure with the carrier is completed.
8. Exchange
Subject to availability, we offer an exchange for another variant/product. The procedure is the same as for withdrawal (return + new order), unless agreed otherwise. For made-to-order products, an exchange may require a new quote.
9. Refunds – Timeframe and Method
Refunds are processed promptly, no later than 14 days from the date we receive your withdrawal statement.
We may withhold the refund until we receive the item or proof of return, whichever occurs first.
Refunds are made using the same payment method you used, unless we expressly agree otherwise.
10. Return Costs
For withdrawals within the EU, we refund the cost of the least expensive standard delivery option offered in the store for the order.
The cost of returning the item to us is borne by the Client, unless we expressly indicate otherwise.
For returns from outside the EU (e.g., USA), the Client covers all return shipping costs and any import/export charges.
11. Contact for Returns and Complaints
E-mail: hello@votrelouis.com | Phone: +44 7907 794992
12. Alternative Dispute Resolution (ADR)
We aim to resolve issues quickly and amicably. Consumers may seek free assistance from Consumer Ombudsmen or mediation at the Trade Inspection Authority (ADR).
The EU ODR platform was closed on July 20, 2025 – in case of dispute, please contact us directly.
Last updated: September 15, 2025
