Refund policy
At EURL BACQUEZ, we want customers to have clear and transparent information about returns, exchanges, and refunds.
This policy applies to orders delivered to France, Germany, the Netherlands, Austria and Belgium. Returns from all five countries are sent to our return address in France.
30-Day Return Policy
You may request a return within 30 days from the date you receive your order.
Our 30-day return policy applies equally to customers in France, Germany, the Netherlands, Austria and Belgium.
For returns under our additional commercial return policy, the item should be returned in its original condition, unworn and unused except to the extent reasonably necessary to inspect the product, and with the original accessories supplied with it. Please include the original packaging where reasonably possible.
These conditions do not restrict statutory withdrawal rights or remedies for faulty or non-conforming goods. Missing original packaging alone does not remove statutory rights.
To request a return, please contact:
Email: support@bacquez.com
Please include your order number and the item(s) you wish to return.
We will provide the necessary return instructions and explain the return shipping arrangements.
Please contact us before sending a return to help us identify and process your parcel. This administrative step does not make your statutory right of withdrawal subject to our approval.
Return Address
Returns from France, Germany, the Netherlands, Austria and Belgium should be sent to:
EURL BACQUEZ
Rue ZAC du Bois Fortant
08000 Charleville-Mézières
France
The same French return address applies to all five countries covered by this policy.
Return Shipping Costs
For eligible returns under our 30-day return policy, including eligible statutory withdrawal returns, EURL BACQUEZ covers the standard return shipping costs.
This includes standard cross-border return shipping from Germany, the Netherlands, Austria and Belgium to our return address in France.
Please contact us before returning an item so that we can provide the appropriate return instructions and explain how return shipping will be arranged or reimbursed.
Customers should retain proof of return shipment until the refund has been completed.
Exchanges
We accept exchanges for eligible products purchased for delivery to all five countries covered by this policy.
To request an exchange, contact support@bacquez.com within 30 days of receiving your order.
Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund instead.
Products returned for exchange are sent to our return address in France. We will explain the shipping arrangements before you send your parcel.
Damaged, Incorrect or Missing Items
Please inspect your order after delivery.
If an item arrives damaged, is defective, does not match your order, or an item is missing, contact us at support@bacquez.com as soon as reasonably possible.
Please provide your order number and, where relevant and available, photographs showing the issue. Photographs can help us investigate but are not a condition of exercising statutory consumer rights.
When the problem is attributable to us or the delivery of the order, EURL BACQUEZ will cover the applicable necessary return or replacement shipping costs, including cross-border shipping costs for orders covered by this policy.
Mandatory rights relating to faulty or non-conforming goods remain unaffected.
Refunds
Once the returned product has been received and inspected, we will notify you of the status of your refund.
Approved refunds are normally processed within 3 business days after receipt and inspection of the returned goods.
Refunds are issued to the original payment method.
Your bank or card issuer may require additional time to display the refund after we have processed it.
Our commercial processing timeframe does not restrict statutory refund rights. Where a statutory right of withdrawal applies, we reimburse eligible payments without undue delay and no later than 14 calendar days after being informed of your decision to withdraw.
Unless we offer to collect the goods, we may withhold reimbursement until we receive the goods back or you provide evidence of having sent them back, whichever occurs first. Inspection or approval procedures will not delay reimbursement beyond the applicable legal deadline.
Statutory Right of Withdrawal
Nothing in our 30-day commercial return policy limits the statutory rights available to consumers under applicable French and European consumer law.
For eligible distance purchases, consumers have a statutory right to withdraw within 14 calendar days of receiving the goods, without having to provide a reason, subject to applicable legal exceptions.
To exercise this right, send us a clear statement of your decision to withdraw before the applicable deadline.
Customers may contact:
Unless we offer to collect the goods, you must send them back without undue delay and no later than 14 calendar days after notifying us of your decision to withdraw. The deadline is met if you send the goods before that period expires.
Where the statutory right of withdrawal applies to the entire order, refunds include eligible standard initial delivery charges. Additional charges arising from your express choice of a delivery method more expensive than the least expensive standard delivery method offered by us are not required to be reimbursed.
Refunds use the original payment method unless you expressly agree otherwise and incur no fees as a result.
Consumers in France, Germany, the Netherlands, Austria and Belgium retain the protection of any mandatory consumer laws applicable to their purchase, including mandatory protections applicable in their country of habitual residence.
Our voluntary 30-day return policy provides a longer return notification period. It does not replace or reduce statutory consumer rights, including applicable legal guarantees for faulty or non-conforming goods.
Returning goods to France does not remove or reduce these rights.
Withdrawal Form
Customers may use the following form, although its use is not mandatory:
To: EURL BACQUEZ, Rue ZAC du Bois Fortant, 08000 Charleville-Mézières, France
Email: support@bacquez.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number: ______________________________
Product(s): _________________________________
Ordered on: _________________________________
Received on: ________________________________
Customer name: _____________________________
Customer address: ___________________________
Date: ______________________________________
Signature (only if submitted on paper): __________________
You may instead provide any other clear statement informing us of your decision to withdraw.
Contact
For questions concerning a return, exchange or refund from France, Germany, the Netherlands, Austria or Belgium:
EURL BACQUEZ
Email: support@bacquez.com
Customer service: Monday–Friday, 09:00–16:00
Typical response time: within 48 hours