Return, Refund, and Exchange Policy

Return, Refund, and Exchange Policy

This Return, Refund, and Exchange Policy, which is part of the Terms and Conditions, governs the return, refund, exchange, or repair of a product purchased on our website, www.marchemeritouais.com.

A. GENERAL PROVISIONS

1. Requester: Any request made under this Policy shall originate from the purchaser, using the same email address used in making the purchase.
2. Communication channel: All communications made under this Policy shall be sent to the email address, bonjour@marchemeritouais.com.
3. Exclusive grounds: The grounds set out in Sections B, C, and D below are exclusive, and excludes change of mind or a mistake.
4. Waiver: We shall have the right to waive any rights herein, on a case by case basis, as we in our sole discretion deem appropriate under the circumstances.
5. Partial application: In case any of the ground under this Policy applies only to a segregable and quantifiable part of the purchase (for example, 1 out of 3 products), the provisions on return and refund or return and exchange shall apply to such segregable and quantifiable part.

B. REFUND DUE TO NON-DELIVERY WITHIN EXPECTED PERIOD

1. Ground: A purchaser shall have the right to a refund if the product was not delivered within the expected delivery period, provided that this right does not apply if the non-delivery was due to force majeure.
2. Request: The purchaser, within 5 calendar days following the expected delivery date, shall communicate with us to make the request and attach the invoice.
3. Assessment: Within 3 calendar days from receipt of the request, we shall investigate if the product was indeed not delivered and notify the purchaser of our decision.
4. Refund: In case of an approval decision, we shall refund the full payment. The refund shall be sent to the original payment method used for the purchase, and the refunded amount will appear in the same account depending on the processing time and policy of the payment provider.

C. RETURN AND EITHER REFUND OR EXCHANGE

1. Grounds: A purchaser shall have the following remedies, depending on the situation: a) Return and get refund or exchange, (i) if the product that is delivered is not the purchased product as indicated by the product code or if the product that is delivered has a color that the purchaser deems has a different shade compared to the color shown on website (“wrong product”), provided that this does not apply to art prints, art books, and puzzles, provided further that stainless steel or copper are not considered colors for the purpose of this provision; (ii) if the product is delivered in damaged condition (“damaged product”); or (iii) if the product has a hidden defect that makes the product unfit for its intended use or diminishes the product’s value, as defined under the Civil Code of the Philippines and relevant jurisprudence (“hidden defect”), subject to Section D below if applicable, or

   b) As provided under Section D below, if the product has an express warranty as stated on the applicable product web page on our website, and this is breached during the warranty period (“breach of express warranty”).

2. Request: Using the same email address used for the purchase, the purchaser, within the following timeframes, shall communicate the request and attach the (i) copy of the receipt issued by us and (ii) description and photos or videos (as appropriate) with the following evidentiary requirements:

3. Assessment: Within 7 calendar days from receipt of such a request, we shall assess the request and send our approval or denial decision to the purchaser or require the purchaser to first return the product for examination and verification (“pending verification decision”).

4. Return and Refund:a) Return: Within 7 calendar days from notifying the purchaser of either an approval decision or pending verification decision, the purchaser shall put the product in the same package (except in the case of hidden defect or breach of warranty, in which case the purchaser may provide any suitable packaging) and request us to pick up the product, which shall be returned without any damage or alteration (or any further damage, in case of a damaged product).b) Refund: (i) In case of an approval decision, we shall refund the full payment and send our approval decision to the purchaser. The refund shall be sent to the original payment method used for the sale, and the refunded amount will appear in the same account depending on the processing time and policy of its payment provider.(ii) In case of a pending verification decision, we shall examine and verify the returned product and send our approval or denial decision to the purchaser, within 7 calendar days from receipt of the returned product. If the pending verification decision becomes an approval decision, we shall issue a refund in accordance with paragraph 8(b)(i) above; if it becomes a denial decision, we shall keep the product or require the purchaser to arrange to take the product back.c) Shipping Cost: In case of an approval decision, the shipping cost will be shouldered by us, and not the purchaser. In the case of a pending verification decision, which becomes a denial decision after examination and verification, the shipping cost shall be shouldered by the purchaser.

5. Return and Exchange: a) Return: Paragraph 4(a) above regarding Return shall apply.b) Exchange: (i) In case of an approval decision, we shall ship the replacement to the purchaser upon receiving the product to be exchanged. The purchaser shall only receive an identical product (that is, of same product code).(ii) In case of a denial decision, we shall issue a refund. We shall issue a denial decision in the following instances, aside from the failure to support the request with evidentiary requirements: (a) In case the identical product is not available in our stock at the time the request for exchange is made, in which case we shall not be required to source the product from our supplier only to fulfil the exchange; and (b) If the ground applies to part of the product (for example, in a product consisting of a set of 4 glasses, an exchange cannot be made for less than 4 glasses).(iii) In case of a pending verification decision, we shall examine and verify the returned product and send our approval or denial decision to the purchaser, within 7 calendar days from receipt of the returned product. If the pending verification decision becomes an approval decision, we shall issue an exchange in accordance with paragraph 5(b)(i) above; if it becomes a denial decision, we shall keep the product or require the purchaser to arrange to take the product back.c) Shipping Cost: Paragraph 4(c) above regarding Shipping Cost shall apply.

D. EXPRESS WARRANTY

As provided for under Section C above, the following provisions shall apply:

1. Definition of Manufacturer’s defect: The term “manufacturer’s defect” refers to the flaw in material or craftsmanship; it is not flaw that arises from normal wear and tear, improper or abnormal use, accident, unauthorized repair, negligence, or modification.
2. Definition of Lifetime: The term “lifetime” refers to the functional lifespan of the product or the period during which the product remains in production by the supplier, and not the lifetime of the purchaser.
3. Cristel: For a Cristel product, the supplier offers a warranty against manufacturing defect during the functional lifetime of the product, except when the product is used with excessive heat. The remedy of repair or replacement, as the supplier deems appropriate, of the product shall apply. The client shall file the claim with us. The supplier will make the assessment of whether the warranty applies. The costs of shipment of the product to and from France will be shouldered by the client. The client may request a repair at their own cost if the supplier determines that the warranty does not apply. The period of repair or replacement shall vary on a case by case basis. In all cases, the client shall provide the receipt issued by us and documentation that supports the application of the warranty. See definitions in paragraphs D(1) and (2) above.
4. Forge de Laguiole: For a Forge de Laguiole product, the supplier offers a warranty against manufacturing defect during the functional lifetime of the product. The supplier also offers a warranty against hidden defect for a period of 24 months from purchase. The remedy of repair, which includes polishing and sharpening, of the product shall apply. The client shall file the claim with us. The supplier will make the assessment of whether the warranty applies. The costs of shipment of the product to and from France will be shouldered by the client. The client may request a repair at their own cost if the supplier determines that the warranty does not apply. The period of repair shall vary on a case by case basis. In all cases, the client shall provide the receipt issued by us and documentation that supports the application of the warranty. See definitions in paragraphs D(1) and (2) above.
5. Mauviel: For a Mauviel product, the supplier offers a warranty against manufacturing defect during the functional lifetime of the product, except for commercial use. The remedy of repair or replacement, as the supplier deems appropriate, of the product shall apply. The client shall file the claim with us. The supplier will make the assessment of whether the warranty applies. The costs of shipment of the product to and from France will be shouldered by the client. The client may request a repair at their own cost if the supplier determines that the warranty does not apply. The period of repair or replacement shall vary on a case by case basis. In all cases, the client shall provide the receipt issued by us and documentation that supports the application of the warranty. See definitions in paragraphs D(1) and (2) above.
6. Prosper (by Rossignol): For a Prosper product, the supplier offers a warranty against manufacturing defect within 22 months from purchase. The remedy of partial or full refund, as the supplier deems appropriate, of the product shall apply. he client shall file the claim with us, and if we find that there is probability that the warranty applies, we will file the claim with the supplier. The supplier will make the assessment of whether the warranty applies. The client may purchase after-sales spare parts (replacement of complete lid or inner bucket) at their own cost. In all cases, the client shall provide the receipt issued by us and documentation that supports the application of the warranty. The warranty cannot be claimed directly with Rossignol.
7. Moustache: For a Moustache product, the supplier offers a warranty against hidden defect for a period of 20 months from purchase. The remedy of full or partial refund of the product shall apply. No exchange or repair shall apply. The client shall file the claim with us, and if we find that there is probability that the warranty applies, we will file the claim with the supplier. The supplier will make the assessment of whether the warranty applies, and what remedy applies. In all cases, the client shall provide the receipt issued by us and documentation that support the application of the warranty. The warranty cannot be claimed directly with Moustache.

E. SPECIAL PROVISIONS

1. Refund in case of e-gift card or gift-registry: If the original payment method is through an e-gift card, then such card shall be replenished. If the product was purchased through a gift registry, the beneficiary, instead of the purchaser, shall be permitted to request the refund, and the refund shall be issued to the beneficiary in the form an e-gift card of the same amount as the refund.