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. Fees may vary during promotional periods.

The delivery time for an order may comprise:

• From the preparation time: verification of information entered by the Customer + order preparation + collection of the parcel(s) by the carrier.
• From the delivery time of the parcel(s), which depends on the carrier chosen by the Customer.
• From the restocking delay, products currently being restocked are subject to a longer logistics preparation time. The restocking notice is indicated on product pages, on items in the basket, and also at order confirmation.
• From an exceptional shipping delay, shipping times may vary depending on the time of year:
  • Peak periods;
  • Black Friday;
  • French Days;
  • Sales.
• From a disrupted period during summer and the Christmas period. These periods correspond to peaks in logistics flow. They cause 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 event, 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 a single order are, in principle, delivered in one 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 website.

Opening of an investigation with the carrier following a delivery delay

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

In the event of non-receipt of an order within 96 hours of receiving the shipping 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 Service to report the delivery delay identified:

• 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 "received" (for deliveries made without a signature), no action can then be taken.

LVD undertakes to carry out the necessary steps with the carrier in the event of damage. For their part, the customer is required 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 a damaged delivery, to replace the defective product(s) upon presentation of a photo of the packaging as well as the clearly identifiable products (a return may also be requested).

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 dispute regarding receipt (parcel declared delivered by the carrier but not received according to the customer), the buyer must provide the following documents without fail in order to open an investigation:

• 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 a complaint filed with the competent authorities (gendarmerie or national police).

Without receipt of all of these documents, no investigation procedure or compensation (refund, return of goods, credit note) can be initiated. This measure aims to harmonise the requirements already in place for Colissimo relay 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 is delivered to a relay point upon signature, at home in person (with or without signature), or directly into the Customer's letterbox.

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

In the event of a dispute:

• If the parcel is handed directly to the Customer by the carrier, the Customer is invited to note any complaints directly on the carrier's delivery note and, if applicable, to refuse the parcel.
• If the parcel is not handed over in person, the Customer is invited to send any complaints to the carrier by recorded delivery with acknowledgement of receipt, no later than three (3) days following receipt of the parcel.

Alongside 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 the Customer Service, 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) specifying precisely the problem encountered.

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 claims on grounds of damage, missing product, damaged parcel or broken item upon receipt.

However, of course, the Customer retains the benefit of the conformity guarantee and hidden defects guarantee for 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 French Consumer Code, the consumer has a period of fourteen days to exercise their right of withdrawal from a distance contract without having to give a reason.

How to exercise the right of withdrawal

Under the terms of the legal provisions, 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 website, by post or by email, the withdrawal form provided for this purpose, or by 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 communication of their decision to withdraw.

Therefore, in order to be accepted under the right of withdrawal, returned products must reach 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).
• At 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 improper for assembly in accordance with the manufacturer's specifications and best practices, or by insufficiently protective packaging 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 this rejection. Within seven (7) days of receiving this email, the Customer has the option of notifying levapoteur-discount.fr, by reply email or by telephone, that they wish to recover 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 authorise the Customer to return a worn item.

Return 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 made within fourteen (14) days following the withdrawal, provided that levapoteur-discount.fr has received the items or proof of shipment (photo of the parcel contents and shipping label) within this period. If the Customer exceeds the information and/or product shipping deadlines above, their refund will be processed under the conditions of the extended return policy by www.levapoteur-discount.fr.

Please note that when a refund is made by bank card, the speed at which the bank account is credited depends on the type of card held by the Customer. 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) specifying precisely the problem encountered.

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 by www.levapoteur-discount.fr.

Orders shipped 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 fees 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 fees charged on our website. They are set by 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 — particularly due to refusal and/or non-payment of customs fees — 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:

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

The initial delivery costs, subject of the order, will remain due as they are the sole responsibility of the customer;

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