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Breakage and reservations upon delivery: your responsibility
This procedure is the only one that allows us to activate the transport insurance. You must absolutely check the external condition of the package and the content (if possible) in the presence of the delivery person (Colissimo, Chronopost, or road carrier).
In case of damaged or missing goods, you must absolutely make detailed and explicit handwritten reservations on the driver's delivery note.
For example, write: "Unwrapped pallet, 4 broken Weck jars".
Compensation
In case of breakage during transport, don't worry: we offer three simple and fast solutions for compensation, according to your preferences and the extent of the damage. Refund, credit for merchandise, replacement of broken merchandise.
Refund
In case of proven breakage during transport, we proceed with the refund of the damaged items directly to the payment method used during the order.
Depending on the initial payment method, you will be refunded. The refund is made within 48 hours after the validation of your claim.
Credit Note
In case of breakage noted upon delivery, we offer you a credit note for the amount of the damaged products. This credit will be credited directly to your customer account and is valid for one year on our entire website.
Replacement
We favor a quick and responsible solution
For a minimal quantity (e.g.: 1 or 2 broken jars): For ecological and transport cost reasons, we generally offer a credit note for the amount of the damaged items, or a direct refund.
For a significant quantity: We proceed with a replacement of the concerned items, after validation of the breakage.
You can also return the merchandise to us to obtain a refund. As soon as we have received your package, we will proceed with the refund according to your request.
Exchange procedure following a customer error
If the error (change of mind, diameter error, etc.) is attributable to the customer, the return and reshipment costs of the new order are entirely at your expense.
- Return of the merchandise: Return the merchandise at your expense to our company address.
- Information: Slip a note in the package specifying the items desired for exchange or send this information by email to our customer service.
- Verification and credit note: Upon receipt of the package (the items must be new and complete), we will proceed with the verification. A credit note equivalent to the amount of the returned products will be created.
- Deduction and refund: This credit will be directly deducted from the amount of your new order. If there is a surplus on the credit, it will be refunded to you.
Exchange procedure following a CONSERVOR error (Ex: Product or quantity error)
If the error (missing product, wrong reference, etc.) is attributable to our services, the return and reshipment costs are entirely covered by CONSERVOR.
Receipt of the label: We will send you a prepaid Colissimo return label by email. For bulky packages, we will use a road carrier.
Sending the package: Return the merchandise to us using this label. Important: To speed up processing, please include a note in the package or tell us by email the exact references of the items you wish to receive in exchange.
Immediate exchange: Once the return has been received and validated by our services, we will immediately proceed with the exchange and the sending of the new order.
For the exchange to be carried out, the returned items must be complete, unused, and in their original packaging.