Refund Policy

Article 11 - After-Sales Service & Right of Withdrawal

In accordance with the provisions of the Consumer Code, you have a 15 days from receipt of your order to exercise your right of withdrawal, without having to provide a reason or incur a penalty.

To exercise this right, please contact us first:

The reimbursement of the products concerned will take place within a maximum period of 30 days from receipt of your request, subject to the return of the products in accordance with the terms and conditions.

⚠️ THE return costs remain the responsibility of the buyer.

Products must be returned in their original state, complete (packaging, accessories, instructions, etc.), to the following address:

THAT'S IT
24 Rue Jean Jaurès
79300 Bressuire — France

THE open products, used, or whose packaging has been damaged cannot be refunded or exchanged.

Thanks for notify us of your request by email so that we can start the withdrawal procedure for you.

Packages delivered late

In the event of non-compliance with delivery deadlines, That's it undertakes to carry out any necessary investigation with the carrier and to reimburse the initial shipping costs.
Apart from this reimbursement, any delay in delivery will not give rise to compensation, penalty, withholding or cancellation of a current order.
The customer will be informed as soon as possible of any delay observed.

Returned packages or delivery problems (not attributable to C'est Cela)

If a package is returned to us for one of the following reasons:

  • incomplete or incorrect delivery address,

  • package not collected within the allotted time,

  • refusal of receipt without valid justification,

then we will offer two solutions to the customer:

  1. Returning the order, upon payment of the initial shipping costs (as indicated when ordering) + 10 € of treatment.

  2. Refund of the order, deduced from the initial shipping costs + 10 € of treatment.

No claims will be accepted without prior notification from our logistics team.

Lost or undelivered packages

In the event of proven loss of the package by the carrier, and if the customer has never been delivered, That's it undertakes to carry out a reshipping at no extra cost.

The customer will however have to provide a affidavit of non-receipt, accompanied by a written commitment of refuse the package if it arrives later.
This certificate is essential for opening an investigation with the carrier or, where applicable, for filing a complaint.

If the second shipment does not arrive at its destination, That's it will then proceed to full refund of the initial order.

Defective or damaged products

In case of receipt of a damaged, defective or broken product, That's it may request clarifications and supporting photos in order to assess the problem.
If the claim is accepted, we will offer a refund or replacement of the product (return shipping costs at our expense).

In this case, please contact our After-Sales Service:

THAT'S IT
24 Rue Jean Jaurès
79300 Bressuire — France
📧 g.lajotte@cestcela.fr
📞 +33 (0)5 49 99 05 29

⚠️ No returns or replacements will be accepted after a period of 30 days following the order.

Order preparation errors

If there is an error in preparing your order, please contact our After-Sales Service:

THAT'S IT
24 Rue Jean Jaurès
79300 Bressuire – France
📧 g.lajotte@cestcela.fr
📞 +33 (0)5 49 99 05 29

Please describe the problem you are experiencing in detail. We will conduct all necessary checks and may, if necessary, ask you for additional information or photos.

If the error is confirmed:

  • THIS IS IT will be able to ask the return of products sent in error, at his own expense.

  • Missing products will either be reimbursed, either reshipped at no extra cost, at the customer's choice.

Article 12 - Reimbursement

Refunds are made as quickly as possible and no later than 30 days after exercising the corresponding right, in accordance with the provisions of the Consumer Code.

Depending on the initial payment method:

  • Payment by credit card: refund via the Shopify Payments platform directly to the associated account.

  • Payment by transfer or check: reimbursement by check or credit note, sent to the billing address.

  • Partial or total payment by gift certificate : refund only in the form of a credit note, non-refundable in cash, card or check.