Returns and withdrawal

Statutory 14-day right of withdrawal

In accordance with articles L.221-18 et seq. of the French Consumer Code, the consumer has fourteen calendar days from the day after receipt of the product to exercise their right of withdrawal, without having to justify their decision.

Where several products from the same order are delivered separately, the period runs from the day after receipt of the last product.

The right of withdrawal also applies to sale, promotional or clearance products, subject to the exceptions provided by law.

To exercise this right, inform us before the period expires using the model form below or any unambiguous statement sent to contact@attolle.com. Simply returning the product or refusing delivery is not a valid expression of the intention to withdraw. An acknowledgement of receipt will be sent to you on a durable medium.

Model withdrawal form

To BME CONSULTING — Attolle, 113 rue Marietton, 69009 Lyon, France — contact@attolle.com

I hereby give notice of my withdrawal from the contract for the sale of the item below:

Ordered on: … / Received on: …
Product(s): …
Order number: …
Consumer's name and address: …
Date: … / Signature (if notified on paper): …

Returning the product

Once you have given notice of your decision, you have fourteen days to return the product to the following address:

BME CONSULTING — Attolle
113 rue Marietton
69009 Lyon
France

You must handle and try the product only as far as is necessary to establish its nature, characteristics and proper working. You may be liable for any diminished value resulting from handling beyond what would normally be allowed in a shop.

The absence of the original packaging does not automatically remove the right of withdrawal. You remain responsible, however, for packing the product properly so as to avoid damage during the return journey.

Return costs

The direct costs of returning the goods when exercising the right of withdrawal are borne by you, unless we expressly agree to cover them or the product delivered is faulty, not as described or different from the one ordered.

Because of their weight or bulk, some units cannot be returned by ordinary post and must be collected by a specialist carrier — to date, air conditioners, power stations and the 200 W and 300 W solar panels. The estimated maximum direct cost of that return is:

€90 incl. VAT for a bulky unit collected by specialist carrier;
€15 incl. VAT for a product that can be sent as a standard parcel.

The cost applicable to each product is stated on its page before you order. The figure is given as an estimate and may vary with the product, the collection location and access constraints. It can in no case exceed the maximum stated above. The return goes to our address in France: you do not have to send the product outside the European Union.

Refund

Where the withdrawal is valid, we refund the sums paid, including the initial standard delivery charges. Any additional charges arising from your choosing a more expensive delivery method than the standard one are not refunded.

The refund is made without undue delay and no later than fourteen calendar days after the date on which we were informed of your decision. We may withhold the refund until the product has been recovered or until proof of its dispatch has been received, whichever comes first.

The refund is made using the same means of payment as the one used for the order, unless another means is expressly agreed and at no additional cost.

Products excluded from the right of withdrawal

In accordance with article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for products made to your specifications or clearly personalised, among others.

These exceptions are interpreted strictly. No product in the Attolle catalogue falls within an exclusion. The presence of a lithium battery or a refrigerant in a sealed unit does not remove the right of withdrawal: the units concerned are returnable on the same footing as an accessory.

Damaged, faulty or non-conforming products

Check the apparent condition of the product and the number of parcels on delivery. If there is visible damage, a missing parcel or an incorrect product, write precise reservations on the carrier's document and contact us promptly at contact@attolle.com, attaching photographs of the product, its packaging and the transport label.

Failing to make reservations or to report immediately does not deprive you of your rights under the statutory warranties. Where a product is found to be faulty or not as described, the costs of bringing it into conformity, replacing it or returning it are entirely at our expense.

Exchanges

Exchanges are handled subject to availability. To speed things up, you may return the first product on the applicable terms and then place a new order. This procedure does not limit your rights where the product is faulty or not as described.