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Shipping & Returns

GEOGRAPHIC AREA

The online sale of products and services presented on the site is reserved exclusively for customers residing in the countries mentioned at the online store, and for deliveries requested in those geographic areas.
Pensato & Cie reserves the right to cancel an order from a country in which it does not have a specific distribution contract, or in which unusual local regulations apply to products.
If your country is not listed in the order form, we suggest you to contact our customer service for additional information.

 

BEFORE WE SHIP YOUR ORDER

We promise to deal with the order rapidly and at the latest within two working days (from Monday to Friday) following reception of the order form and acceptance of payment, while stocks last. We pledge to prepare your parcel with the highest level of care in order to ensure your parcel will arrive in good condition.We also agree to choose the carrier offering delivery guarantees in order to deliver your parcel in the best conditions and to provide all the necessary documents for the shipment.

ORDERS

For technical and security reasons, the amount of each order placed at the online store must be between minimum 30 € and maximum 2000 €. In addition, the total weight of the parcel must not exceed 30 Kg. For all orders exceeding this price or weight, the buyer may contact our customer services.

The buyer wishing to purchase a product or service is obliged to :

 

  • Fill in the online order form, giving all references of products or services chosen by using the tools made available at the online store for managing the basket;
  • Open an online customer account on the site and fill in the identification form, providing all the requested details;
  • Declare that s/he has read and understood the present Terms and Conditions by ticking the relevant box when validating the order;
  • Validate the order after having checked the order form displayed on the site or if necessary correct any errors by returning to the form before validating;
  • Make the payment according to the agreed terms;
  • Confirm the order and its payment;
  •  

    Confirmation of the order implies acceptance of the present Terms and Conditions, acknowledgement of having perfectly understood them and the renunciation of the exercise of other terms of sale.

     

    The data provided and the recorded confirmation counts as proof of transaction. Confirmation counts as a signature and as acceptance of the transactions undertaken. You are reminded that in accordance with the civil code validation of the order form constitutes an electronic signature which has, between the parties, the same value as a written signature. The recorded order confirmation is e-mailed after validation of payment to the e-mail address indicated by the buyer.

     

     
    INTERNATIONAL AREA : Europe and other international destinations
    Postage costs are automatically calculated with your basket according to the weight of the parcel, the destination and the carrier.
    Carrier : we select La Poste (French postal service - International priority) or DHL (International delivery service) according to the carrier offering guarantees to the delivery country.
    Delivery times : shipping day + carrier transit time (estimated 1-3 weeks according to the destination)
     
    *For all products delivered outside the European Union, customs duty and various local taxes may be charged. The total amount of your invoice never includes these extra charges. You will have to pay these charges, the case arising, and this directly to the forwarding agent or carrier.

     


    DELIVERY

    Delivery is made to the postal address indicated on your order form. This address must be correct and recognised by the postal services.
    In the event you don’t receive your parcel after 6 working days (in France Area) / 10 working days (other area), please ask our customer service to track your order.
    In the event that the delivered product does not correspond to your initial order, we will send you the product ordered at no extra cost or to reimburse the client as soon as possible.
    In the event of damage during transport, a reasoned protest must be sent to the carrier within three working days after delivery and a copy must be sent to Pensato & Cie customer services.


    PAYMENT

    Payment should be made at the time of the order, all orders are payable in Euros whatever their origin. Payments are made by credit card (cards accepted are those listed on the site) Once the payment has been accepted, the customer is notified by e-mail to the address stated in the costumer file. if the payment is refused the order will be canceled.


    GUARANTEE

    Confirmation of the order implies acceptance of the present Terms and Conditions acknowledgement of having perfectly understood them and the renunciation of the exercise of other terms of sale.
    All products provided by Pensato & Cie are legally guaranteed. In case of non-conformity, the buyer may return them to Pensato & Cie who will take them back, exchange them or refund their cost.
    We agree to honour orders only while product stocks last. In the event of a product being unavailable, we will inform you as quickly as possible and propose you an exchange or to refund their cost.
    You have seven days to exercise your right of retraction. This period begins as from reception of the order or acceptance of the offer of service.
    Delivery times are given by the carrier and are his sole responsibility; however if this time exceeds thirty days according to the Terms and Conditions, we may terminate the contract and reimburse you.


    RETRACTION

    The buyer, a non-professional person, has seven days to exercise her or his right of retraction. This period begins as from reception of the order or acceptance of the offer of service. The buyer must contact Pensato & Cie customer services to return the product or cancel the service should its execution not yet be implemented. The buyer will be reimbursed immediately without charge, with the exception of initial postage costs and the costs of return postage, no later than thirty days following the date at which the buyer exercised the right of retraction. In the event that the delivered product does not correspond to the initial order, Pensato & Cie agrees to send the buyer the product ordered at no extra cost or to reimburse the client as soon as possible. Pensato & Cie agrees to honour orders received at the online store only while product stocks last. In the event of a product being unavailable, Pensato & Cie will inform the buyer as quickly as possible; the amount corresponding to the product price and if relevant to the postage cost will be reimbursed to the buyer except where the latter accepts the restocking delay or an exchange with other products. Pensato & Cie reserves the right to refuse any order in the case of existing litigation with the buyer, including: total or partial non-payment of a previous order, refusal of a bank institution to authorise a credit card payment.

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