Delivery, returns and warranty.

Ordered products are delivered to the delivery address entered during the order process (the Customer must ensure that the address provided is accurate and complete) or to the collection point chosen by the Customer. Prices may vary during promotional periods.

The delivery time for an order may consist of:

• The preparation time: verification of the information entered by the Customer + order preparation + collection of the parcel(s) by the carrier.
• The transit time of the parcel(s), which depends on the carrier chosen by the Customer.
• The restocking delay: products currently being restocked are subject to a longer logistics preparation time. The restocking notice is indicated on the product pages, on the products in the basket, and also at order confirmation.
• An exceptional dispatch delay: dispatch times may vary depending on the time of year:
  • Peak periods;
  • Black Friday;
  • French Days;
  • Sales.
• A disrupted period during summer and the Christmas period. These periods correspond to peaks in logistics flow. These periods lead to delays in order preparation due to reduced staffing, compounded by degraded carrier transit times.

Orders are prepared within 0 to 48 hours (excluding orders placed at weekends and on public holidays).

In any case, www.levapoteur-discount.fr undertakes to deliver the ordered product within a maximum period of thirty (30) days from the validation of the order (or from the recording of the cheque or bank transfer in the case of payment by this method).

Items making up the same order are, in principle, delivered in a single shipment. Exceptionally, www.levapoteur-discount.fr reserves the right to split deliveries. In this case, the shipping fee contribution will only be charged for a single shipment.

The order status is accessible in the "My account" section, which will update automatically a few minutes after the order has been validated on the site.

Opening of an investigation with the carrier following a delivery delay

www.levapoteur-discount.fr monitors the delivery times of parcels handed to carriers, and an investigation is opened by the Company with the carrier as soon as an abnormal transit time is detected. A solution will be provided to the Customer no later than 8 working days after the investigation is opened.

In the event of non-receipt of an order within 96 hours of receiving the dispatch confirmation email sent by www.levapoteur-discount.fr, if the Customer has not been contacted by www.levapoteur-discount.fr and has not received any other information regarding the delivery of their order (email or SMS from the carrier), they are invited to contact Customer Services to report the delivery delay observed:

• Online chat: Monday to Friday, 9:00am to 5:00pm. Saturday, 10:00am to 12:30pm.

Once the tracking indicates a status such as "delivered" or "dropped off" (for deliveries made without signature), no further action can be taken.

LVD undertakes to carry out the necessary steps with the carrier in the event of damage. For their part, the customer is obliged to file a claim with the carrier in order to validate the legal procedure.

LVD undertakes to inform the customer of the outcome of La Poste's investigation within the deadlines imposed by the latter.

LVD undertakes, in the event of damaged delivery, to replace the defective product(s) upon presentation of a photo of the packaging and clearly identifiable products (a return may also be requested).

Supporting documents required in the event of a delivery dispute

For any order over €100 delivered to a home address via Colissimo, in the event of a disputed receipt (parcel declared as delivered by the carrier but not received according to the customer), the buyer must provide the following documents to enable an investigation to be opened:

• A signed sworn statement of non-receipt of the parcel (provided by customer services and to be completed by the customer),
• A copy of a valid identity document (matching the delivery details),
• A copy of the complaint filed with the competent authorities (gendarmerie or national police).

Without receipt of all of these documents, no investigation or compensation procedure (refund, return of goods, credit note) can be initiated. This measure aims to harmonise the requirements already in place for Colissimo collection point deliveries as well as deliveries via Chronopost, in the interest of fraud prevention and company protection.

Parcel and contents inspection

Depending on the carrier selected, the parcel may be delivered to a collection point with signature, at home in person (with or without signature) or directly to the Customer's letterbox.

Regardless of the delivery method, the recipient is required to check the condition of the packaging and the contents of the parcel (damage, missing item, damaged parcel, broken part).

In the event of a dispute:

• If the parcel is delivered in person by the carrier, the Customer is invited to note their complaints directly on the carrier's delivery note and, if necessary, refuse the parcel.
• If the parcel is not delivered in person, the Customer is invited to send their complaints to the carrier by recorded delivery with acknowledgement of receipt, no later than three (3) days after receiving the parcel.

In parallel with this process and within the same three (3) day period, the Customer must keep www.levapoteur-discount.fr informed of any anomalies identified. This can be done by letter addressed to Customer Services, or via the "My account" section on the www.levapoteur-discount.fr website, or via our contact form: Contact us - Le Vapoteur Discount (levapoteur-discount.fr) stating the problem encountered precisely.

After the three (3) day period, the delivery will be deemed complete and the delivered products will be deemed free from any apparent defect. Consequently, www.levapoteur-discount.fr will no longer accept any claim for damage, missing product, damaged parcel or broken part upon receipt.

However, of course, the Customer retains the benefit of the warranty of conformity and hidden defects for any malfunctions that the Customer could not have detected upon delivery.

The legal withdrawal period is fourteen (14) days.

Pursuant to the provisions of Article L.121-21 of the Consumer Code, the consumer has a period of fourteen days to exercise their right of withdrawal from a distance contract without having to provide a reason for their decision.

How to exercise the right of withdrawal

Under the provisions of the law, the Customer has fourteen (14) days from receipt of their parcel to inform www.levapoteur-discount.fr of their decision to withdraw, by sending, online on the site, by post or by email, the withdrawal form provided for this purpose, or by means of any other unambiguous declaration expressing their wish to withdraw.

The Customer must return the items within a maximum period of fourteen (14) days from the date of communicating their decision to withdraw.

Therefore, in order to be accepted under the right of withdrawal, returned products must be received by www.levapoteur-discount.fr:

• Before the expiry of the aforementioned period.
• Complete and in their original packaging.
• In a saleable condition (i.e. in particular in perfect working order, clean, unworn, undamaged).
• To the following address: Le Vapoteur Discount - 54 Rte du Poteau - 40230 Saint-Geours-de-Maremne

Products received at levapoteur-discount.fr that are degraded / broken / worn / marked by handling that does not comply with the manufacturer's specifications and best practices, or by packaging that is insufficiently protective during transport, will be refused.

They will therefore not give rise to a refund. The Customer will be informed by email of the rejection of their withdrawal request and the reasons for such rejection. Within seven (7) days of receiving this email, the Customer may inform levapoteur-discount.fr, by return email or by telephone, that they wish to retrieve their refused item.

In accordance with the law, the right of withdrawal gives the Customer the opportunity to assess the characteristics and proper functioning of the ordered items. Under no circumstances does it entitle the Customer to return a worn item.

Return shipping costs are the responsibility of the Customer.

However, if the withdrawal is due to receipt of an item other than the one ordered, www.levapoteur-discount.fr covers the return costs incurred by the Customer up to the La Poste Colissimo rate.

Refund timescales and methods

If the right of withdrawal is exercised before the expiry of the legal fourteen (14) day period, the refund will be processed within fourteen (14) days of withdrawal, provided that levapoteur-discount.fr has received the items or proof of dispatch (photo of the parcel contents and dispatch label) within this period. If the Customer exceeds the information and/or product dispatch deadlines set out above, their refund will be processed under the conditions of the extended right of return granted by www.levapoteur-discount.fr.

Please note that for refunds by bank card, the speed with which the bank account is credited depends on the Customer's card type. In the case of an immediate debit card, the current account is generally credited within 3 days. In the case of a deferred debit card, the credit appears at the end of the month on the credit card account and not on the current account.

Any delivery error or non-conformity must be reported no later than the second working day following delivery. Beyond this period, any claim will be rejected. The claim must be made via our contact form: Contact us - Le Vapoteur Discount (levapoteur-discount.fr) stating the problem encountered precisely.

The customer may modify their order to change one or more items, strictly before receiving the email notifying them that the order is being prepared.

In this case, if a negative price difference applies, www.levapoteur-discount.fr will create a credit note for the amount equivalent to the price difference, visible directly in the "My account" section, but no refund will be issued, except in the event of exceptional agreement from the site www.levapoteur-discount.fr.

Orders dispatched outside the European Union are subject to the incoterm DDU (Delivered Duty Unpaid). This means that any customs duties and import taxes and any local administrative charges applied in the destination country are the sole responsibility of the customer. These duties, taxes and charges are neither included in the sale price nor in the delivery charges billed on our site. They are set by the local authorities and vary by country. It is the customer's responsibility to enquire, before placing any order, about any duties, taxes and charges applicable in the destination country, in particular by contacting the relevant customs authorities.

In the event of refusal of the parcel by the customer upon arrival — in particular due to refusal and/or non-payment of customs duties — and subject to the return of the parcel to our warehouses, the refund will be made solely on the basis of the sale price, after deduction of:

• des return costs charged by the carrier or customs services;
• and, where applicable, administrative processing fees.

The initial delivery charges, relating to the order, will remain due as they are the sole responsibility of the customer;

No refund can be issued until the parcel has been returned to us. If the parcel is abandoned or destroyed by the customs authorities of the destination country, no refund will be possible.