Delivery, returns and warranty

Products ordered are delivered to the delivery address provided during the ordering process (the Customer must ensure that the address provided is accurate and complete) or to the collection point selected by the Customer. Free delivery thresholds and delivery charges may vary during promotional periods.

The delivery time for an order may comprise:

• Preparation time: verification of the information entered by the Customer + preparation of the order + collection of the parcel(s) by the carrier.
• The transit time for the parcel(s), which depends on the carrier selected by the Customer.
• Restocking time: products currently being restocked are subject to a longer logistics preparation time. The restocking notice is displayed on product pages, on products in the basket, and also in the order confirmation.
• An exceptional dispatch time: dispatch times may vary depending on the time of year:
  • Busy periods;
  • Black Friday;
  • French Days;
  • Sales.
• Delays during the summer and Christmas periods. These periods correspond to peaks in logistics activity. They result in delays in order preparation due to reduced staffing levels, compounded by longer carrier delivery 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 thirty (30) days from order confirmation (or from receipt of the bank transfer in the event of payment by this method).

Items forming part of 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, delivery charges will be charged for one shipment only.

The order status can be accessed in the “My Account” section, which will update automatically a few minutes after the order has been confirmed on the website.

Opening an investigation with the carrier following a delivery delay

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

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

• Online chat: Monday to Friday, 09:00 to 17:00. Saturday, 10:00 to 12:30.

Once tracking shows a status such as "distributed" or "delivered" (for deliveries handed over without a signature), no action can be taken.

LVD undertakes to take steps with the carrier in the event of damage. For their part, the customer is required to submit a claim to 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 time limits imposed by the latter.

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

Checking the parcel and its contents

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

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

In the event of a dispute:

• If the parcel is handed over to them in person by the carrier, the Customer is invited to note their objections directly on the carrier's delivery note and, where applicable, refuse the parcel.
• If the parcel is not handed over in person, the Customer is invited to send their objections to the carrier by registered post 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 inform www.levapoteur-discount.fr of the issues identified. They may do so by post addressed to Customer Service, via the “My Account” section on the website www.levapoteur-discount.fr, or via our contact form: Contact us - Le Vapoteur Discount (www.levapoteur-discount.fr) stating precisely the issue encountered.

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

However, the Customer naturally retains the benefit of the conformity guarantee and the guarantee against hidden defects for malfunctions that the Customer could not detect upon delivery.

Amount charged towards delivery costs:

The statutory withdrawal period is fourteen (14) days.

In accordance with the provisions of Article L.121-21 of the Consumer Code, the consumer has a period of fourteen days to exercise their right to withdraw from a distance contract without having to give a reason for their decision.

How to exercise the right of withdrawal

Under 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 it, online via the website, by post or by email, the withdrawal form provided for this purpose, or any other unambiguous statement expressing their wish to withdraw.

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

Therefore, 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 saleable condition (in particular, in perfect working order, clean, unused and undamaged).
• At the following address: Le Vapoteur Discount - 54 Rte du Poteau - 40230 Saint-Geours-de-Maremne

Products received by levapoteur-discount.fr in a deteriorated / broken / worn / marked condition due to handling unsuitable for assembly in accordance with the manufacturer's specifications and accepted professional standards, or due to insufficiently protective packaging during transport, will be refused.

They will therefore not be eligible for a refund. The Customer will be informed by email that their withdrawal request has been rejected, together with the reasons for this rejection. Within seven (7) days of receiving this email, the Customer may notify levapoteur-discount.fr, by return email or by telephone, that they wish to recover their refused item.

In accordance with the law, the right of withdrawal allows the Customer to assess the characteristics and proper functioning of the items ordered. Under no circumstances does it authorise the Customer to return a used item.

Return costs are borne by the Customer.

However, if the withdrawal is due to the receipt of an item other than the one ordered, www.levapoteur-discount.fr will cover 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 statutory fourteen (14)-day period, the refund will be issued 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 slip) within this period. If the Customer exceeds the above notification and/or product dispatch time limits, their refund will be issued under the extended return policy offered by www.levapoteur-discount.fr.

Please note that, for refunds 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 a 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 rather than on the current account.

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

The customer may amend their order to modify one or more items, provided this is done 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 issue a credit note equal to the price difference, visible directly in the "My account" section. No refund will be made, except with the exceptional agreement of www.levapoteur-discount.fr.

Orders shipped outside the European Union are subject to the DDU (Delivered Duty Unpaid) Incoterm. This means that any customs duties, import taxes and local administrative charges applicable in the destination country are the sole responsibility of the customer. These duties, taxes and charges are included neither in the sale price nor in the delivery charges invoiced on our website. They are set by the local authorities and vary from country to country. Before placing an order, customers are responsible for finding out about any duties, taxes and charges applicable in the destination country, in particular from the relevant customs authorities.

If the customer refuses the parcel upon arrival — particularly due to refusal and/or non-payment of customs charges — and provided that the parcel is returned to our warehouses, the refund will be made solely on the basis of the sale price, less:

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

The original delivery charges relating to the order will remain payable, as they are the sole responsibility and liability 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 authorities of the destination country, no refund will be possible.