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Return and Refund Policy.
Welcome to our return and refund policy page. You can find our general terms and conditions below, and the answers to your questions by expanding the sections further down the page.
For more questions, visit our FAQ for detailed answers.
1. Product Warranty
2. Withdrawal Period
3. Return Conditions
4. Easy Returns
5. Withdrawal/Refund
6. Defective/Damaged Items
Product Warranty and Conformity
The items provided in our store are new and come with a warranty against any defects.
It is important to note that variations inherent to the artisanal manufacturing process cannot be perceived as defects. On the contrary, they attest to the authenticity and uniqueness of each piece, thus enhancing their value and exclusive character.
Withdrawal Period and Return Conditions
All returns are free. If an item is defective or non-compliant, the buyer has 30 working days from the receipt of the items to request an exchange or a refund.
If the thirty (30) days period normally expires on a Saturday, Sunday, or a public holiday, it is extended to the next working day.
Exceptions for Customized Items
Please note that sets benefiting from engraving or any customization cannot be returned or refunded (personalized product). For custom or personalized products, as indicated by law, the customer waives their right of withdrawal. A refund can only be made if the product is defective and upon proof to the seller.
Return Conditions
The customer must return the new or unused items in their entirety and in their original, intact packaging, accompanied by any accessories, user manuals, and documentation (in its original cellophane packaging if applicable).
If an item is defective or non-compliant, the buyer has 30 working days from the receipt of the items to request an exchange or a refund. If the thirty (30) days period normally expires on a Saturday, Sunday, or a public holiday, it is extended to the next working day.
Our Simplified Return Procedure for Items with our Partner COLIBACK
All returns are free. Also, to facilitate your return experience, our process has been updated in partnership with COLIBACK, offering you a simplified and advantageous return solution. To return a package, simply use our return system managed by COLIBACK.
This service allows you to benefit from easy drop-off at a relay point of your choice, continuous tracking, and quick processing of your return. This method guarantees not only efficient management of your return but also peace of mind thanks to the ease and transparency of the process.
To make a return or exchange, please contact us at: contact@les-echiquiers-du-roi.com
Cancellation/Return
In case of a return, we do not charge restocking fees. All returns are free.
In the event of exercising the right of withdrawal, Les Échiquiers du Roi is obliged to refund the amounts paid by the customer, except for delivery charges. The refund is due within a maximum of 16 working days from the date of receipt of the returned package(s). Return shipping costs remain at your expense.
The flat-rate shipping cost of $9 to the final customer is offered for any order over $90. However, in the event of a return, these $9 will be deducted from the final refund amount made to the customer.
For orders under $90, the additional shipping costs paid at the time of the order are not refundable.
Special Cases of Defective or Damaged Products
If you receive a defective chess set, we offer you the opportunity to return the item for free.
In the event of a defect attributable to our responsibility or that of the carrier, we guarantee that you will not incur any additional costs for the return or replacement of the defective chess set.
We will cover the shipping costs for the return of the defective product and the shipment of the new product.
In such a situation, the buyer must send proof of the defect(s) to contact@les-echiquiers-du-roi.com (description and attached photos).
If the packaging is damaged but the product itself is intact, this does not justify a replacement or refund request.
Special Cases of Replaced Defective or Damaged Products
As part of our commitment to offering the highest quality customer
service, Les Échiquiers du Roi offers a free replacement for any damaged
or non-compliant chess set received.
However, we draw your attention to
the fact that acceptance of this replacement implies a waiver of your
right to withdraw from the initial purchase. If you are considering
withdrawing from the purchase, please inform us immediately after
discovering the defect in the initial product, before starting the
replacement process.
This procedure allows us to manage your request
effectively and appropriately while respecting your consumer rights and
fulfilling our obligations as a supplier. It is also essential to note
that if you receive a damaged item, you must notify us immediately upon
receipt.
This prompt communication is crucial as it allows us to
document the item's condition upon arrival. If you are considering
returning the product, this prior notification is mandatory. Without
this initial communication from you, we will not be able to verify if
the item was received damaged, and this will prevent us from processing
your order refund.
We emphasize that the refund will only be made after
receipt of the returned item. We advise our customers to keep their
shipping receipt when returning items.
FAQs
How do I return my order ?
To initiate a return, contact us by email at contact@les-echiquiers-du-roi.com to obtain the return form. Then follow our simplified procedure.
Do you charge restocking fees?
No, we do not charge restocking fees.
How much time do I have to return a product after purchase?
You have 14 days from the receipt of your order to initiate a return.
What are the conditions for returning my order?
You have 30 days after receiving your order to return it without needing to provide a justification. All products, except for personalized or custom-made items, are eligible for return.
Which products are eligible for return?
All products are eligible, except for personalized or custom-made items.
What are the conditions for returning my order?
You have 30 days after receiving your order to return it without needing to provide a justification. All products, except for personalized or custom-made items, are eligible for return.
Is it easy to make a return?
Yes, thanks to our partner COLIBACK, return shipping costs are negotiated, and you can choose the nearest drop-off point. You can track each step of the return process via the COLIBACK interface.
What are the return shipping fees?
Return shipping fees are free. Initial shipping costs are not refundable unless you received a damaged/incorrect item. There are no restocking fees.
Can I exchange a product instead of returning it?
You have 14 days after receiving your order to return it without needing to provide a justification. All products, except for personalized or custom-made items, are eligible for return.
How will I be refunded?
The refund will be issued through the same payment method used for the purchase.
How can I track the status of my return?
You can track the status of your return through the COLIBACK interface.
Do I need to provide proof of purchase to make a return?
No, you only need to provide your order number.
Are the initial shipping costs refundable?
A
flat fee of $9 will be deducted for returns of orders with free
shipping, and $17.90 for returns of orders weighing over 3.3 lbs (1,5kg)
with free shipping. This helps cover part of the initial shipping
costs.
The flat fee of £7.10 will be deducted for returns of orders with free shipping, and £14.10 for returns of orders weighing over 1.5 kg with free shipping. This helps cover part of the initial shipping costs.
Notice for Orders from the United Kingdom:
The flat fee of £7.10 will be deducted for returns of orders with free shipping, and £14.10 for returns of orders weighing over 1.5 kg with free shipping. This helps cover part of the initial shipping costs.
Do you have a different return policy for personalized products?
Yes, personalized products cannot be returned as they are specially made for you.
Can I return a used product?
You can return a product within 14 days of receipt, provided it is in perfect condition. Damaged products cannot be returned. If you receive a damaged product, please notify us immediately.
What documents do I need to include with my return?
No specific documents are required, but make sure to return all elements of the order.
What are the processing times for exchanges?
The new item can be shipped within 2 to 3 days after receiving the exchanged item.
Do you accept international returns?
Yes, we accept international returns.
What is the processing time for a refund?
Once the product is returned and inspected, the refund is processed within 3 days.
Is there a question missing ?
If you have any additional questions, check out our FAQ section. We provide detailed answers and extra information to assist you.
Or ask our team, and we'll do our utmost to answer.
