This Return Policy applies exclusively to products purchased directly from www.labopure.fr by consumers.
Products purchased through Amazon, a marketplace, distributor or other retailer must be returned through the original place of purchase.
Statutory right of withdrawal
If you are a consumer located in France or another country where the European Union right of withdrawal applies, you have fourteen (14) calendar days from the date on which you, or a person designated by you, receives your order to notify us that you wish to withdraw from the purchase.
You do not need to provide a reason for exercising this statutory right.
After notifying us of your decision, you must return the eligible products without undue delay and no later than fourteen (14) calendar days after sending your withdrawal request.
Returns for Hygiene and Health Protection Reasons
Due to the hygienic and personal-use nature of our products, strict return conditions apply.
Products supplied with a protective or tamper-evident hygiene seal cannot be returned once that seal has been broken, removed or damaged after delivery. Once opened, these products are no longer suitable for resale for health protection and hygiene reasons.
Where the statutory right of withdrawal applies, unopened and unused products may be returned within fourteen (14) days of receipt, provided that:
* the original protective or hygiene seal remains fully intact;
* the product has not been opened, used, tested or altered;
* the product is returned in its original packaging; and
* the product remains in a condition suitable for resale.
Before returning any product, the customer must contact us at info@labopure.fr and obtain return instructions. Products returned without prior authorisation may not be accepted.
This hygiene restriction does not apply to products that are defective, damaged upon delivery, incorrect or otherwise not in conformity with the order. Nothing in this policy limits the customer’s mandatory statutory rights.
Return shipping costs for a valid change-of-mind withdrawal are borne by the customer, unless otherwise required by applicable law.
Conditions for an eligible return
Unless the product is defective, damaged or incorrect, a returned item must:
* have been purchased directly from www.labopure.fr;
* be returned within the applicable return period;
* be unused and untested;
* remain unopened where opening would break a hygiene or protective seal;
* be complete, with its original accessories and documentation;
* be returned in its original product packaging;
* include any promotional item supplied specifically with the returned product, where applicable;
* not have been damaged after delivery.
Promotional and reduced-price products are not automatically excluded from the statutory right of withdrawal.
How to request a return
Before sending any product, contact us at info@labopure.fr with the subject line:
RETURN REQUEST — ORDER ORDER NUMBER
Please include:
* your full name;
* your order number;
* the product or products concerned;
* the date on which the order was received;
* confirmation that the product remains unopened and unused, where applicable;
* photographs if the item arrived damaged, defective or incorrect.
We will provide return instructions and the applicable return address.
Products must be returned to our head office:
Adress : 217 avenue jean Jaurès,
City : Les Pavillons-sous-bois
Zipcode : 93320
Country : France
Please do not send products to another LaboPure office or company address unless we have expressly instructed you to do so.
Returns sent without sufficient identification may take longer to process. We recommend using a tracked shipping service and retaining proof of shipment until the return has been completed.
We do not accept parcels sent on a cash-on-delivery basis.
Return shipping costs
When a customer exercises the statutory right of withdrawal because they have changed their mind, the direct cost of returning the product is borne by the customer, unless LaboPure expressly agrees otherwise.
Damaged, defective or incorrect products
Please inspect your order as soon as possible after delivery.
If you receive a damaged, defective, incomplete or incorrect item, contact info@labopure.fr as soon as possible, ideally within forty-eight (48) hours of delivery, and provide:
* your order number;
* a description of the issue;
* photographs of the product;
* photographs of the product packaging and shipping parcel;
* the batch number, where visible and relevant.
The suggested 48-hour notification period helps us investigate transport-related issues. It does not limit any mandatory statutory rights or legal guarantees.
Depending on the circumstances and applicable law, we may offer a replacement, refund or another appropriate solution.
Exchanges
We do not currently process automatic product exchanges through the website. Where a return is accepted, the customer may place a new order for the preferred product.
This does not restrict the remedies available for defective or non-conforming products under applicable law.
REFUND POLICY
Refund approval
When a returned product is received, we will inspect it to verify that it meets the applicable return conditions.
We will notify you by email when the return has been received and inform you whether the refund has been approved or whether additional information is required.
A statutory refund cannot be refused solely because the customer did not use a specific return form, provided the customer clearly communicated the decision to withdraw within the applicable period.
Refund processing time
When the statutory right of withdrawal is validly exercised, the refund will be initiated without undue delay and no later than fourteen (14) calendar days from the date on which we were informed of the decision to withdraw.
We may defer the refund until we have received the returned products or until the customer provides evidence that the products have been sent back, whichever occurs first.
After the refund has been issued by LaboPure, the customer’s bank or payment provider may require additional processing time before the amount appears in the account. These external processing times are outside our control.
Refund method
Unless expressly agreed otherwise, refunds will be made using the same payment method used for the original transaction.
The customer will not be charged an additional fee by LaboPure for receiving the refund.
Gift purchases will normally be refunded to the original purchaser through the original payment method.
Original delivery costs
When an entire eligible order is returned under the statutory right of withdrawal, the refund includes the standard delivery charge originally paid.
If the customer selected a more expensive delivery method than the least expensive standard delivery option offered by LaboPure, the additional delivery cost will not be refunded.
When only part of an order is returned, the original delivery charge may not be refundable if that charge would have applied to the retained products in any event.
Return shipping costs
The cost of returning an order following a change of mind is not included in the refund and remains the customer’s responsibility, unless otherwise required by law or expressly agreed by LaboPure.
Reasonable return costs for an incorrect, damaged, defective or non-conforming product will be borne by LaboPure.
Reduction in value
The customer may be responsible for any reduction in the value of returned goods resulting from handling beyond what is necessary to establish their nature, characteristics and proper functioning.
For hygiene-sensitive products, breaking a protective seal may result in the loss of the statutory right of withdrawal where the legal hygiene exception applies.
No deduction will be made for damage that existed before delivery or resulted from normal transportation to the customer.
Non-refundable items
Subject to mandatory statutory rights, a refund following a simple change of mind may be refused for:
* hygiene-sensitive products that were supplied sealed and have been unsealed after delivery;
* used or tested cosmetic or oral-care products;
* products returned outside the applicable period;
* incomplete products or products damaged after delivery by the customer;
* products purchased from Amazon or another retailer;
* products that cannot be identified as part of a valid LaboPure website order.
This list does not exclude refunds or other remedies for products that are defective, damaged, incorrect or legally non-conforming.
Order cancellation
If you wish to cancel an order before dispatch, contact us immediately at info@labopure.fr.
We will attempt to stop the order, but cancellation cannot be guaranteed once the order has entered preparation or has been handed to the carrier.
If the order has already been dispatched, the applicable return procedure must be followed after delivery.
Missing refunds
If we have confirmed that a refund was issued but you have not received it:
1. check the original payment account;
2. contact your bank or payment provider;
3. allow for the processing time communicated by that provider;
4. if the refund is still missing, contact info@labopure.fr with your order and refund details.