"Satisfied or Refunded" Guarantee
Our "Satisfied or Refunded" Guarantee allows you to return any product ordered that is not satisfactory to you within 15 days, under certain conditions, for any reason whatsoever. Depending on your preferences, we will refund you the full amount of the item or exchange it for another product under the conditions set out 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 with proof of purchase. We do not accept any returns that do not match their original condition, i.e. products that have been used at more than 15% of the initial total weight.
How to return an item to us and to which address?
Product returns for exchange or refund can only be made by La Poste to the following address:
14 Burugoria Street
64700 Hendaye (Basque Country)
We kindly ask you to pack the returned items with great care and return them to us with the invoice and a letter indicating the purpose of the exchange and the nature of the refund (by check or gift certificate).
If you do not specify your refund preferences, we will refund you via a discount code that you will receive by email.
Warning: We remind you that it is impossible to return items to us through Parcel Relays. No postage due or cash on delivery will be accepted.
Do I have to pay return and reshipment fees as part of an exchange?
If you change your mind and return an item to us, you are responsible for the return shipping costs of your Relais Gourmet products. Any return shipment of an item as part of an exchange is made by colissimo. The shipping costs for items in Metropolitan France are offered by Relais Gourmet. The shipping costs of items returned after exchange outside Metropolitan France (to a foreign country or to the French overseas departments and territories) are at your expense.
How long will it take to be reimbursed?
We process your request within an average of five days after receipt of your package. We will refund you, according to your preferences, by check or gift certificate. Gift vouchers are sent to you within 3 days by e-mail. Checks are sent by mail to your home and reach you within an average of one week.
What if the contents of my package does not correspond to my order?
We will refund you in full or exchange the damaged or defective product(s), based on the price you paid. If, despite all the care we take in preparing each package, your order does not comply with your request (product damaged during transport, defective...), we undertake to refund you or exchange the concerned products.
My package or products are damaged
In case of damage, please keep the damaged products and the cardboard box of the package so that we can identify what happened. If you have the option to do so, please send us a photo by email showing the damage caused. For your information, please note that any order you receive that is severely damaged (visible damage on the cardboard box, parcel opened and closed by our delivery services...) can be refused by your postman or your parcel relay. If you accept a package that has been repaired or severely damaged, we advise you to check its contents in the presence of the delivery person and to file a written objection if necessary when it is accepted.
My products are defective
If you suspect a product to be defective, immediately contact Relais Gourmet and explain the problem to us. If the product is found to be defective, we will exchange it or refund it as soon as possible.
If you have any further questions, please do not hesitate to contact us. We are at your service from Monday to Friday from 9 am to 7 pm by phone (+33) 09 51 76 13 60 or by e-mail via the contact page.