Return policy

3.9 Cancellation / Claims / Returns / Refunds

None of the terms of this article affect the rights that the buyer has under the law, in particular the legal guarantee of conformity (articles L. 211-4 et seq. of the consumer code) and that relating to hidden defects (articles 1641 to 1648 and 2232 of the civil code) to which Lifone is bound when it sells its products directly on its site.

3.10.1 Right of withdrawal

In accordance with Article L.221-18 of the French Consumer Code, the Customer has a minimum period of fourteen days from the date of receipt of the order to exercise his right of withdrawal, without having to justify his decision or incur any costs other than those provided for in Articles L. 221-23 to L. 221-25. Since August 1, 2020, this period has been extended to 21 days on the website. The Buyer must return the goods no later than 14 days after sending his withdrawal.

The exercise of the right of withdrawal can be done by email, registered letter with acknowledgment of receipt , or from the customer area. In order to ensure proper handling of the customer's request, it is advisable to go through the "Return" section available within the orders in the customer area.

Reimbursement will take place within 14 days.

3.10.2 Product return procedures

All returns must be made to the following address: Sas Lifone.store, 455 Avenue du maréchal de lattre de tassigny 33200 Bordeaux - France. Lifone recommends that the Buyer obtain proof of shipment for any package they send to Lifone and send the package by registered mail with acknowledgment of receipt or by mail with declaration of value, as the case may be. Lifone declines all responsibility in the event of loss or damage to a Product during transport.

Furthermore, Products returned due to late delivery under the article must be returned by registered mail with acknowledgment of receipt.

Lifone draws the Buyer's attention to the fact that he must take particular care of the Products. Indeed, all Products that are returned will be checked and, in all cases, must be returned complete (i.e. with all their accessories, the other parts received with these Products in their original condition). This check will be made and Lifone will tolerate traces of wear corresponding to the normal use of a device. On the other hand, no shock or sign of breakage will be able to benefit from this tolerance.

If the Buyer has not taken care of the Product, at the time of possession or at the time of returning it, Lifone therefore reserves the right not to accept the return of the Product or to reimburse the Buyer by deducting any amount due in compensation for the damage caused to the Product (if the damage occurred after delivery to the Buyer). In addition, the Buyer is liable in the event of depreciation of the goods resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of these goods, from deliberate deterioration, an incident, negligence on the part of the Buyer or a third party, use not in accordance with the intended purpose of the Product, failure to comply with the manufacturer's or Lifone's instructions or modification or repair carried out without Lifone's prior agreement.

Any Product returned in a condition for which the cost of repair or cleaning would be too high in relation to the Price of the Product will not be refunded and will be held at the Buyer's disposal at his own risk for a period of six (6) months from receipt of the Product by Lifone (unless the Product was received in this condition by the Buyer).

The Buyer wishing to recover the Product must make a request by email and pay by credit card the sum of 12 euros including tax corresponding to the reasonable, incompressible storage and handling costs incurred by Lifone (costs relating to the reshipping of the Product to the Buyer) and Lifone will proceed to reship the non-refundable Product to the Buyer, upon receipt and collection of said amount.

In the event that no claim is received by Lifone from the Buyer to recover his/her Product(s), within six (6) months from receipt of the Product(s) by Lifone, Lifone will become the owner of the non-refundable or returned Products (as the case may be) that have not been claimed. These Products will, where applicable, either be destroyed or donated to charity if their condition permits.

In the event of cancellation by the Buyer of an Order within the withdrawal period referred to in Article 3.8.3, “Right of withdrawal”, which would have been paid in whole or in part with Purchase Vouchers, the Purchase Vouchers used for this Order will be re-credited to the Buyer's account or to his electronic money Wallet if he holds one.

All items must be returned with their accessories and instructions, and, if possible, in their original packaging. The customer must return the product without any access codes, including iCloud accounts on Apple and Google on Android smartphones. Any product returned with access codes on the phone will be returned to the customer at their expense. If a technical problem prevents the customer from removing their codes (product that no longer turns on), and the after-sales service has carried out an exchange, the customer must collaborate and remove their access codes with the Lifone after-sales service team after the product has been exchanged. If they refuse to remove their access, the product will be invoiced, returned to the customer and the amount will be taken directly from the customer.

It may happen that Lifone.store, when delivering the order, sends the customer a product of higher aesthetic quality or memory capacity free of charge. In the event of a product return and if it must be changed, Lifone.store will provide the product in accordance with the order form paid by the customer and confirmed by email. Lifone.store cannot be forced to maintain the delivery of a product higher than the request as part of the return if this product was initially delivered without an additional price being paid by the customer.

Lifone guarantees that the Products it offers directly for sale on the Site comply with all laws, regulations and standards in force. In particular, Lifone is liable under the legal guarantee of conformity (articles L. 211-4 et seq. of the Consumer Code) and that relating to hidden defects (articles 1641 to 1648 and 2232 of the Civil Code).

Furthermore, with respect to direct sales concluded by it on the Site, Lifone is a professional seller and undertakes as such to fulfil its obligations arising from these General Conditions, and in particular from the article.