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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. The Legacy Guarantee: A Lifetime Commitment
2. 30 days Withdrawal Period and Return Conditions
3. Return Conditions
4. Free & Easy Returns
5. Defective/Damaged Items
The Legacy Guarantee: A Lifetime Commitment
1. Five-Year Excellence Warranty
We stand behind the mastery of our artisans. Every creation from our House is covered by a 5-year warranty against any manufacturing defects. While the natural variations in wood grain attest to the unique soul of your piece, our commitment to its structural integrity is absolute.
2. Lifetime Access to our Atelier
Acquiring a set from Les Échiquiers du Roi is the beginning of a lifelong relationship. We provide our clients with permanent access to our workshop services to ensure your set remains an heirloom:
Precision Collection Repairs: Dedicated technical support and repair services for our modern Precision models.
Restoration & Trade-in: We offer professional restoration services to revive the luster of your set. Upon request, we can also discuss buyback or trade-in options for your existing models.
Leather & Noble Materials: Our expertise extends to the care of our leather-bound items. Restoration and repair for leather components are available for life (on quote).
3. The "Missing Piece" Guarantee
A chess set should never remain incomplete. We guarantee lifetime access to replacement pieces for all our exclusive collections. Whether a piece is lost or accidentally damaged, our Atelier will provide the exact match to restore your set’s perfection.
30 days 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.
Free & Extended Returns: 30 Days of Serenity
All returns are entirely free of charge. We believe that selecting an exceptional chess set requires time and reflection. That is why we offer an extended 30-day return window from the date of delivery. If you are not completely satisfied, you have a full month to change your mind at no cost to you.
Our Seamless Process with COLIBACK
To ensure a premium and effortless experience, we have partnered with COLIBACK. This service provides you with a simplified return solution:
Easy Drop-off: Simply drop your package at a local relay point of your choice.
Continuous Tracking: Monitor your return's journey in real-time.
Fast Processing: Our team handles your return as soon as it reaches us for a swift refund or exchange.
How to initiate a return?
To receive your prepaid return label or to request an exchange, please contact us directly at:
service@les-echiquiers-du-roi.fr
Our team will guide you through the steps to ensure your return is as seamless as your purchase.
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.
Our 5-Year Craftsmanship Guarantee
Every creation from Les Échiquiers du Roi is designed to last a lifetime. Should you encounter a defect attributable to our artisanal craftsmanship or a rare incident during transit, our 5-year warranty ensures a full and seamless resolution at no additional cost to you.
1. No-Cost Replacement & Returns
In the event of a confirmed defect or transit damage, our Maison covers 100% of the logistics. We will provide a prepaid return label for the defective item and handle the shipment of your new replacement set. You will not incur any extra charges.
2. How to Report a Defect
To maintain the highest standards of quality control, we require a brief assessment of the issue. Please contact our experts within 48 hours of delivery at:
service@les-echiquiers-du-roi.fr
In your email, please include:
- Your order number.
- A brief description of the issue.
- Clear photographs of the defect and the condition of the shipping box.
3. Note on Shipping Packaging
Our primary focus is the absolute perfection of your chess set. Please note that while we take extreme care in our packaging, minor cosmetic damage to the exterior shipping box—provided the artisanal product inside remains in pristine, intact condition—does not qualify for a replacement or refund.
Special Cases of Replaced Defective or Damaged Products
Our Commitment to Excellence
At Les Échiquiers du Roi, we are dedicated to your absolute satisfaction. Should you receive a damaged or non-compliant item, we are pleased to offer a complimentary replacement to ensure you enjoy the masterpiece you envisioned.
Selecting Your Preferred Solution
We wish to handle your request with the utmost clarity. Please note the following regarding your options:
- Opting for a Replacement:Choosing to receive a new item signifies your preference for a replacement over a refund. By initiating this exchange, you agree to waive your initial right of withdrawal for that specific purchase.
- Opting for a Refund:If you prefer to exercise your 30-day right of withdrawal instead of receiving a replacement, please inform our team immediately upon discovering the issue and before the replacement process begins.
The Importance of Timely Notification
To ensure a seamless resolution and maintain our rigorous quality standards, damaged items must be reported to service@les-echiquiers-du-roi.fr immediately upon receipt. This prompt communication is essential for several reasons:
- It allows us to officially document the condition of the item upon arrival.
- It is a mandatory requirement for verifying transit-related issues.
- Without this prior notification, we may be unable to verify the origin of the damage, which could prevent the processing of a refund or exchange.
Refund & Shipping Security
Please be advised that refunds are finalized once the returned item has been received and inspected by our logistics hub. For your peace of mind, we strongly recommend retaining your shipping receipt until your refund or exchange has been fully processed.
FAQs
How do I return my order ?
To initiate a return, contact us by email at service@les-echiquiers-du-roi.fr 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 30 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, and this is 100% free.
To ensure a premium and effortless experience, we have partnered with COLIBACK. This service provides you with a simplified return solution:
- Easy Drop-off: Simply drop your package at a local relay point of your choice.
- Continuous Tracking: Monitor your return's journey in real-time.
- Fast Processing: Our team handles your return as soon as it reaches us for a swift refund or exchange.
What are the return shipping fees?
Return shipping fees are free.
Can I exchange a product instead of returning it?
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.
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?
Please note that initial outbound shipping fees are non-refundable. While we are pleased to offer a prepaid return label for your convenience, the original costs incurred to deliver the masterpiece to your door are not eligible for reimbursement.
2. Exception: Damaged or Defective Items
The only exception to this rule is if your item arrives damaged or non-compliant. In this specific case, and upon validation by our Service team, we will issue a full refund, including all initial shipping charges.
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 30 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.
