Automatic translation — only the French version is authoritative.
Return Policy
Would you like to return a product ordered on Produits-veto.com? Find below the conditions, timeframes and procedures applicable to returns and refunds.
In brief
- Withdrawal period: you have 14 days from receipt of your order to inform us of your decision to withdraw.
- Deadline for returning products: after informing us of your withdrawal, you have 14 days to ship the products concerned.
- Return costs: these are your responsibility in the context of a withdrawal. They are covered by Pharmacie de l'Envigne when the return results from an error on our part.
- Return method: products must be returned by post to the address indicated below.
- Refund: this takes place within 14 days at the latest following your withdrawal request. We may however defer the refund until the products have been recovered or proof of their dispatch has been received.
- Refund method: the refund is made using the same payment method as that used for the order, unless otherwise agreed.
- Countries: these conditions apply to orders eligible for the right of withdrawal, subject to any mandatory legal provisions applicable in the country of delivery.
Right of withdrawal
In accordance with the Consumer Code, the consumer has a period of fourteen (14) days from receipt of their order to exercise their right of withdrawal, without having to justify their decision.
In the case of an order comprising several products delivered separately, the withdrawal period begins to run from receipt of the last product.
To exercise your right of withdrawal, you must clearly inform us of your decision before the expiry of the 14-day period.
You can contact us:
By e-mail: contact@produits-veto.com
By post:
Pharmacie de l'Envigne
Service retours Produits-veto.com
11 place du Général Pierre
86140 Lencloître
France
You may in particular use the following template:
I hereby notify you of my withdrawal from the contract for the sale of the following product(s): [to be completed].
Ordered on: [to be completed].
Received on: [to be completed].
Customer name: [to be completed].
Customer address: [to be completed].
Date: [to be completed].
Use of this template is optional. Any statement clearly expressing your wish to withdraw is acceptable.
How do I return a product?
After informing us of your decision to withdraw, you have fourteen (14) days to ship the products concerned.
Returns must be sent to:
Pharmacie de l'Envigne – Service retours Produits-veto.com
11 place du Général Pierre
86140 Lencloître
France
To facilitate the processing of your return, we recommend indicating your order number in your parcel.
Products must be properly protected and packaged to avoid any damage during transport.
In the context of a withdrawal, direct return costs are the client's responsibility.
We recommend keeping proof of shipment until your refund has been fully processed.
Condition of returned products
The client may handle a product to the extent necessary to verify its nature, characteristics and proper functioning.
However, their liability may be engaged where the product has suffered a depreciation resulting from handling beyond what is necessary to carry out these checks.
Returned products must therefore, as far as possible, be:
- complete;
- clean;
- accompanied by any accessories and documents;
- suitably protected for transport;
- placed in their original packaging where this is necessary for their identification, protection or preservation.
In the event of depreciation of the product resulting from excessive handling, the refund amount may be reduced proportionally to the loss of value observed, in accordance with applicable regulations.
Products excluded from the right of withdrawal
The regulations provide for certain exceptions to the right of withdrawal.
The right of withdrawal cannot in particular be exercised for:
- products made to the client's specifications or clearly personalised;
- products liable to deteriorate or expire rapidly;
- products that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons;
- more generally, products falling within one of the exceptions provided for in article L221-28 of the Consumer Code.
Veterinary products and health products
Certain products offered on Produits-veto.com require particular conditions of preservation, hygiene, safety or traceability.
Where a product has been unsealed and can no longer be put back into circulation for health protection or hygiene reasons, the right of withdrawal may no longer apply.
This exclusion is assessed according to the nature of the product and its condition upon return.
Defective, damaged product or preparation error
Have you received a damaged, defective product, or one different from that ordered?
Contact our customer service at contact@produits-veto.com indicating your order number and, where useful, attaching photographs allowing the problem to be identified.
Our team will let you know how to proceed.
Where the return results from an error attributable to Pharmacie de l'Envigne, in particular in the event of an order preparation error, return costs are covered by Pharmacie de l'Envigne.
The rights the consumer benefits from under the legal guarantees remain applicable independently of the right of withdrawal.
Refund
Where the right of withdrawal is validly exercised, Pharmacie de l'Envigne refunds the amounts concerned without undue delay and no later than fourteen (14) days following the date on which it is informed of the client's decision to withdraw.
For product sales, we may defer the refund until:
- the returned products are recovered; or
- proof of their dispatch is received.
The earlier of these two events is taken into account.
The refund includes the price of the products concerned.
Where the withdrawal relates to the entire order, the initial delivery costs corresponding to the standard delivery method offered are also refunded.
Any additional costs resulting from the choice of a more costly delivery method than our standard delivery method are not refunded.
The refund is made using the same payment method as that used for the initial order, unless the client expressly agrees to the use of a different payment method and provided that this incurs no additional cost.
Return costs
Return under the right of withdrawal
Direct return shipping costs are the client's responsibility.
Preparation error or non-conforming product
Where the return is necessary due to an error attributable to Pharmacie de l'Envigne, return costs are covered by us according to the procedures communicated by our customer service.
Return address
All returns must be sent to the following address:
Pharmacie de l'Envigne
Service retours Produits-veto.com
11 place du Général Pierre
86140 Lencloître
France
For any question regarding a return or a refund, you can contact us at:
Additional information
These return and refund conditions complement the General Terms and Conditions of Sale of Produits-veto.com.
The rights provided for by the legislation applicable to the consumer, in particular any mandatory provisions that may be more favourable applicable in their country of residence or delivery, remain applicable.
Main legal references: articles L221-18 to L221-28 of the Consumer Code.