Refund policy

 

Overview

This Return and Refund Policy applies to purchases made from solinfo.shop by customers in France. It operates alongside mandatory rights under the French Consumer Code, including the 14-day right of withdrawal for eligible distance contracts and the legal guarantee of conformity. Contact info@solinfo.shop before returning an item so that we can identify the order and provide return instructions. Do not send a parcel to an address found on a shipping label without authorisation, because fulfilment and return locations may differ.

Fourteen-day statutory right of withdrawal

A consumer may withdraw from an eligible online purchase without giving a reason within 14 calendar days after the day on which the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods. For an order containing several goods delivered separately, the period generally begins when the final item is received. To exercise the right, the customer must send an unambiguous statement before the period expires to info@solinfo.shop. The customer may use the model wording below, but its use is not compulsory.

Model withdrawal statement

Subject: Withdrawal from order. I hereby notify solinfo.shop that I withdraw from the sales contract for the goods identified by my order number. I ordered the goods on the date shown in my order confirmation and received them on the delivery date. My name and the delivery address are the details used for the order. I am sending this notice from the email address associated with my order.

This wording contains no blank fields and may be copied into an email. The customer should include the relevant order number so that the request can be matched to the purchase.

Returning goods after withdrawal

After notifying us of withdrawal, the customer must send the goods back without undue delay and no later than 14 calendar days after communicating the withdrawal. We will provide the applicable return destination and instructions by email. Unless the product is defective, damaged, incorrect or otherwise non-conforming, the customer bears the direct cost of returning the goods. If the goods cannot normally be returned by post, we will communicate the known or reasonably estimated direct return cost before the contract where legally required.

The customer may inspect the goods only as necessary to establish their nature, characteristics and functioning, in the same way that would normally be permitted in a physical shop. The customer may be responsible for diminished value caused by handling beyond what is necessary for that inspection. Original packaging is recommended where reasonably available, but the absence of packaging does not automatically remove statutory rights.

Refund following statutory withdrawal

For a valid withdrawal, we will reimburse payments received for the withdrawn goods, including the cost of the least expensive standard delivery method offered for the original order. Because standard delivery is free, there is normally no original delivery charge to reimburse. Any additional amount paid for an optional premium delivery service need not be reimbursed beyond the standard-delivery amount.

The reimbursement will be made without undue delay and no later than 14 calendar days after we are informed of the withdrawal. For a sale of goods, we may withhold reimbursement until we receive the returned goods or the customer provides evidence that the goods were sent back, whichever occurs first. Refunds are made using the same payment method used for the original transaction unless the customer expressly agrees otherwise, and no refund fee is charged by solinfo.shop.

Items excluded from the right of withdrawal

The statutory right of withdrawal may not apply in the circumstances listed by applicable law, including goods made to the customer’s specifications or clearly personalised; sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed; goods liable to deteriorate or expire rapidly; goods inseparably mixed with other items after delivery; and sealed audio, video or software products once unsealed. An exclusion is applied only where its legal conditions are met and the relevant nature of the item was disclosed.

Damaged, defective, incorrect or non-conforming goods

Inspect the parcel promptly after delivery. If an item is damaged in transit, defective, incomplete, incorrect or materially different from its description, email info@solinfo.shop with the order number, a description of the issue and clear photographs or video where reasonably possible. Evidence helps us verify the problem but does not replace statutory rights. Keep the goods and packaging until instructions are provided.

Where the legal guarantee of conformity applies, the consumer is entitled to remedies provided by French law. Depending on the circumstances, these may include repair or replacement without cost and within a reasonable period, or, where the legal conditions are satisfied, a price reduction or termination of the contract and refund. Return costs for verified non-conforming goods are borne or reimbursed by solinfo.shop. Commercial guarantees, if any, do not replace the legal guarantee.

Voluntary return requests outside statutory withdrawal

After the statutory withdrawal period, solinfo.shop may consider a voluntary return request made within 30 calendar days of delivery for an unused, complete and resalable item. This voluntary option is subject to prior approval, does not apply to excluded or personalised goods, and may require the customer to pay return costs. Approval is not guaranteed. Mandatory rights concerning defects and non-conformity remain unaffected regardless of this voluntary period.

Exchanges

We do not guarantee direct exchanges because stock may change. The most reliable method is to return an eligible item under the applicable procedure and place a new order. If we approve a direct replacement for a defective, damaged or incorrect item, we will provide instructions and cover the reasonable return cost where required by law.

Cancellations before dispatch

Contact info@solinfo.shop immediately if an order was placed in error. We will try to cancel it before fulfilment, but cancellation cannot be guaranteed once processing or dispatch has begun. If cancellation is no longer possible, the customer may use any applicable statutory withdrawal right after delivery.

Refused and unclaimed parcels

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid withdrawal notice. The customer should also email info@solinfo.shop. If a parcel is returned because the customer supplied an incomplete or incorrect address, or failed to collect it after reasonable carrier notices, actual reshipment or return costs may be deducted where legally permitted and clearly evidenced. This does not apply where the failure is attributable to us or the carrier.

How to make a request

Email info@solinfo.shop from the address associated with the order.

State the order number and whether the request concerns withdrawal, damage, defect, incorrect goods, non-delivery or another issue.

Wait for the written return instructions and return destination.

Pack the item securely and retain proof of posting and tracking.

We will confirm the outcome and any refund by email.