Refund policy

Refund Policy

At Hécatelle, we place great importance on the quality of our creations and the satisfaction of our customers. This policy outlines the return and refund conditions applicable to orders placed within the European Union, in accordance with current regulations.

1. Right of withdrawal

In accordance with European consumer protection regulations (Directive 2011/83/EU), you have 14 calendar days from the receipt of your order to exercise your right of withdrawal, without needing to provide a reason for your decision.

To exercise this right, please notify us of your decision in writing, including your order number, at the following address: contact@hecatelle.fr

A standard withdrawal form is available upon request from our customer service team.

2. Return conditions

In accordance with Article L221-28 of the Consumer Code, lingerie items with a broken Hécatelle seal cannot be returned for hygiene reasons. For items where the seal remains intact, the right of withdrawal applies in full.

Returned items must be:

- Unworn, unwashed, and unaltered
- Fitted with their original tags, intact and attached
- Returned in their original packaging and carefully protected

Hécatelle reserves the right to refuse any return that does not meet these requirements.

3. Return Procedure

Once our customer service team has approved your return request:

- Return instructions will be sent to you within 48 hours.
- Return shipping costs are the customer's responsibility, except in cases of defective items or errors on our part.
- We recommend using a tracked shipping service, as Hécatelle cannot be held liable for lost packages.

4. Refunds

Once the items have been received and inspected:

The refund will be issued via the original payment method within a maximum of 14 days.
Standard initial shipping costs will be refunded in accordance with regulations (excluding express options).
In the event of a partial return, only the returned items will be refunded.

5. Defective or Non-Conforming Items

If an item is defective or does not match your order:

Contact our customer service team at contact@hecatelle.fr within 48 hours of receipt.
After verification, we will offer a replacement or a full refund, including return shipping costs.