Return Policy - Ethni Beauty Market

1. PURPOSE AND SCOPE OF APPLICATION

This policy applies to all purchases made on the site www.ethnibeautymarket.com.

It complements the provisions set out in our General Conditions of Sale and Use (CGVU), in particular the articles relating to the right of withdrawal, returns and legal guarantees.

By confirming your order, you acknowledge having read these provisions and agree to comply with them.

2. THE DIFFERENT TYPES OF RETURNS

At Ethni Beauty Market, several situations may result in a return. Each case follows specific rules described below.

⚠️ In ALL cases, each return must be previously validated by our customer service before any return of goods.

A. Change of mind (right of withdrawal)

In accordance with article L221-18 of the Consumer Code, you have a legal period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to justify your decision.

Mandatory conditions:

• The product must be new, unopened and unused

• The original packaging must be intact (cover, plastic film, seal, instructions, accessories, etc.)

• The product must be in immediate marketing status

Important: For reasons of hygiene and health safety, the right of withdrawal does not apply to opened cosmetic products, personal hygiene products or personalized items (article L221-28, 5° of the Consumer Code).

B. Defective, non-compliant product or preparation error

If the product received has an apparent defect, a manufacturing fault or does not correspond to your order (reference error, missing product, damaged during transport), you can request a return for non-conformity.

These returns are covered by the legal guarantees of conformity (articles L217-3 et seq. of the Consumer Code) and the guarantee against hidden defects (articles 1641 et seq. of the Civil Code).

Procedure to follow:

• Report the problem in a 7 working days from receipt of the package

• To provide clear photos of the product and packaging

• After validation, we will send you a prepaid return voucher

Proposed solution: exchange of the product or full refund (shipping costs included).

C. Customer Error or Negligence

In the following cases:

• Package not claimed at a relay point within the time limits imposed by the carrier

• Return due to incomplete or incorrect address

• Error entering delivery information

Return is possible, but reshipping and handling costs will be borne by the customer. The initial shipping costs will not be refunded.

D. Gifts received

• If the returned item was received as gift, gift credit equivalent will be issued upon receipt of the returned product

• If the item was not identified as a gift when purchased, the refund will be sent to the original purchaser

E. Special cases requiring individualized treatment

Certain situations may be subject to a case-by-case analysis :

• Return late but duly justified (postal delay, exceptional situation)

• Product received incomplete or damaged through no fault of the customer

• Transport problem (package lost, damaged or delivered to the wrong address)

In these situations, our customer service analyzes each file to provide the most appropriate solution: replacement, refund, credit note or goodwill gesture.

In the event of a package lost or damaged by the carrier, Ethni Beauty Market opens a claim file with the carrier. Reimbursement or replacement will take place upon confirmation of the claim and validation of the compensation. You will be kept informed of each step of the procedure.

3. PRODUCTS NOT ELIGIBLE FOR RETURN

The following products cannot be returned or exchanged, unless they are defective upon delivery:

• Cosmetic products opened, tested or started (creams, oils, shampoos, makeup, etc.)

• Hair accessories or beauty tools used

• perishable, samples or products offered

• Products Custom or made to order

• Gift cards, vouchers or electronic credits

• Digital content already downloaded

Ethni Beauty Market reserves the right to refuse any return that does not comply with the conditions set out in this policy.

4. MANDATORY RETURN PROCEDURE

No package should be returned without prior validation by our customer service., in order to avoid any loss, misdirection or damage.

Step 1 – Return Request

You must complete the return form available on:
🔗 https://www.ethnibeautymarket.com/pages/retour-de-marchandise

Or contact our customer service by email:
📧 support@ethnibeautymarket.com

Information to provide:

• Your order number

• The reason for return

• Clear photos of the product concerned (if damaged or non-compliant).
  
  

Step 2 – Validation and return instructions

After studying your file, our customer service will contact you by email:

• L'written return authorization

• L'exact address to which to return your package

• And, depending on the case, a prepaid shipping label

⚠️ Any package returned without prior agreement or sent to the wrong address will not be processed or refunded.

Step 3 – Shipping the package

Once validation is received, you can ship the package to the following address (unless otherwise instructed by Customer Service):

Ethni Beauty Market – L3M Holding
Le Cérès Building – No. 304
21 rue du Petit Albi
95800 Cergy – France

⚠️ Do not return your purchase directly to the manufacturer.

Shipping precautions:

• Carefully package the product in strong and secure packaging

• Use a tracked delivery method with proof of sending

• Keep the tracking number until confirmation of receipt by our services

• If the value of the package exceeds € 75, we recommend subscribing to a transport insurance

Any return made without postal tracking is the sole responsibility of the customer. Ethni Beauty Market cannot be held responsible for lost, unreceived, or improperly returned packages.

5. RETURN COSTS

Return costs vary depending on the reason for return:

6. REFUNDS

Refund time

Upon receipt and inspection of the returned products, the refund is made within a maximum period of 14 days via same payment method than the one used for the initial order.

You will receive an email confirming receipt and validation or refusal of your refund.

Refund conditions

• On initial shipping costs are only refunded if the return results from an error on our part or a defective product

• If the request is refused (product opened, out of time, or return not validated), an explanatory email will be sent

• No automatic partial refund is not applied

• Any decision for exceptional reimbursement, credit or replacement results from a prior agreement between the customer and customer service
  
  

Products on sale or on promotion

Sale or promotional items are subject to the same return conditions as other items. You therefore have a 14-day right of withdrawal from the date of receipt of your order to return a new, unopened item. If a sale item is found to be defective or non-compliant, you will be offered a full refund or replacement.

Specifically regarding exchanges of sale and promotional items, they are only possible subject to stock availability at the exact moment your return is processed by our team. If the item is still available when we receive your package, we will make the exchange. However, if the product is sold out in the meantime (which is common during sales periods), the exchange will unfortunately not be possible. In this case, we will offer you a refund or credit note.

7. EXCHANGES

Exchanges are only made in cases where the delivered product has a proven defect, a noncompliance or has been damaged during transport.

Ethni Beauty Market will replace the product only after verification and validation by customer service.

To initiate an exchange:

• Send an e-mail to info@ethnibeautymarket.com

• Or fill out the complaint form: https://www.ethnibeautymarket.com/pages/faire-une-reclamation

After examining the file and receiving the necessary supporting documents (photos, order number, description of the defect), we will inform you of the return and replacement procedures.

8. CUSTOMER SERVICE CONTACT

For any questions regarding a return, our customer service is at your disposal:

📧 E-mail: support@ethnibeautymarket.com
📞 Phone: 01 79 72 89 87 ou 07 56 80 50 85
(I.e. Hours: Monday to Friday from 9:30 am to 14:30 pm
???? Live chat : www.ethnibeautymarket.com

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