Returns & Refunds

RETURNS AND REFUNDS POLICY

Last updated: [CURRENT DATE]

INTRODUCTION

KESSØ Femmes offers a customer-friendly yet protected returns policy to prevent abuse.
This policy balances customer satisfaction with seller protection against fraud/abuse.

---

1. STATUTORY RIGHT OF WITHDRAWAL

1.1 STATUTORY PERIOD (14 DAYS)

**Legal Basis:** EU Directive 2011/83/EU (consumer rights)

**Who:** All consumers (non-professionals)

**Deadline:** 14 calendar days **from physical receipt of the package**
— Example: Package received May 5th → Withdrawal possible until May 19th

**Withdrawal notification:**
— Email: support@batai.fr with subject "Withdrawal [order number]"
— Email date = valid withdrawal date
— No obligation to explain reason

---

2. RETURN CONDITIONS

2.1 RETURNABLE PRODUCTS

**Returnable:**
— Dresses, trousers, shirts, accessories (new, unused)
— Products with tags attached
— Original packaging intact
— Not damaged by customer
— Not worn/excessively tried on

**Problems = Returnable BUT inspection necessary:**
— Stitching defect/factory stain
— Color very different from description
— Incorrect size (KESSØ error)

2.2 NON-RETURNABLE PRODUCTS

**Definitely non-returnable:**
— **Swimwear** (hygiene, impossible to verify if worn)
— **Intimates**: Underwear, bras (even new = hygiene)
— **Opened/tested products**: Creams, serums, electrical accessories
— **Sale products**: If "[SALE - NON-RETURNABLE]" is displayed before purchase

**Important:** KESSØ clearly displays non-returnable products → customer is responsible for reading.

---

3. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

3.1 CASES KESSØ REFUNDS EVEN IF NON-RETURNABLE

**KESSØ error:**
— Wrong product sent (black dress instead of white)
— Size different from label (M shipped vs S ordered)
— Clearly defective product (tear, factory stain)

**Procedure:**
— Photos of damage + packaging
— Refund first (builds trust)
— Return package kept by customer or returned free of charge

3.2 CASES WHERE CUSTOMER BEARS RETURN COSTS

**Customer changes mind:**
— Outside the legal 14-day period
— Product defective by customer
— Personal satisfaction (color not liked, too big, not a KESSØ error)

**Return costs:** Customer responsible (€4.90 in France via La Poste)

---

4. STEP-BY-STEP RETURN PROCESS

4.1 STEP 1: RETURN REQUEST

Customer sends email:

**KESSØ response time:** 48h

4.2 STEP 2: KESSØ APPROVAL

**KESSØ checks:**
— Is the customer within the 14-day period?
— Is the product returnable?
— Is the reason valid?

**Response:**
— **APPROVED**: Return label sent (email + downloadable PDF)
— **REJECTED**: Reason explained (partial refund possible if in good condition)

4.3 STEP 3: SENDING THE PACKAGE BACK

**Customer:**
1. Repackage product (good condition, tags attached)
2. Print/use provided return label
3. Securely package parcel (breakage possible = customer responsible)
4. Send to return address (La Poste, Colissimo, or partner)
5. **Keep proof of shipment/tracking** (essential for refund)

**Where to send:**
— France: [RETURN ADDRESS TO BE FILLED IN]
— EU: Varies by country (specified in approval email)
— International: On request (customer usually pays fees)

4.4 STEP 4: INSPECTION

**Upon receipt of the return package, KESSØ:**
1. Inspects product (condition, tags, defects)
2. Documents inspection (photos if in doubt)
3. Decides: Refund approval or rejection
4. **Inspection period:** 7 days maximum

**Possible outcomes:**
— ✓ **Compliant**: Refund authorized
— ✗ **Damaged**: Partial refund (-depreciation)
— ✗ **Severely damaged**: Refund refused (kept for parts)

4.5 STEP 5: REFUND

**Once approved:**
— **Amount:** Product price + initial shipping costs (if not customer error)
— **Method:** Same payment source (credit card = credited)
— **Timeline:** 7-14 days after approval (bank processing)

Example:

---

5. TIMELINES BY RETURN TYPE

| Type | Return Period | Inspection Period | Refund | Shipping Costs |
|------|---------------|-------------------|--------|---------------|
| KESSØ Error | 14 days | 7 days | Full | KESSØ pays |
| Product Defect | 30 days | 7 days | Full | KESSØ pays |
| Not Received | 30 days | Investigation | Full | Free |
| Customer Withdrawal | 14 days | 7 days | Full | Customer pays |
| Change of Mind (15 days+) | Unlimited | 7 days | Full | Customer pays |

---

6. RETURNS SENT WITHOUT APPROVAL

**If customer sends package WITHOUT prior request:**

— KESSØ receives → Inspects → If KESSØ defect = accepted + refunded
— KESSØ receives → Inspects → If good condition = **return refused → customer responsible for return shipping costs**

**To avoid:** KESSØ insists = ALWAYS request by email first.

---

7. EXCHANGES (vs REFUND)

7.1 CUSTOMER WANTS TO EXCHANGE SIZE/COLOR

**Process:**
1. Email: "Exchange [order number] - [new size/color]"
2. KESSØ approves (if stock available)
3. Customer returns old package (customer usually pays shipping)
4. KESSØ sends new product (KESSØ pays shipping)
5. Total time: 14-21 days (return + inspection + shipping)

**Alternative** (faster/simpler):
— KESSØ sends new size/color immediately
— Customer returns old product within 14 days
— If compliant: No problem

---

8. PARTIAL RETURNS (MULTI-ITEM ORDER)

**Customer returns 1 item out of 3:**

— Proportional refund calculation
— Example: Order of 3 dresses (€140 total) → Return 1 dress = ~€47 refunded
— Initial shipping deducted proportionally (if customer error)

---

9. HIGHLY DAMAGED PRODUCTS ON RETURN

**If return package contains a destroyed/severely damaged product:**

**KESSØ Options:**
1. **Total refusal**: Return package to customer, who is responsible for costs (if customer damage)
2. **Partial refund**: Deduction for cleaning/repair costs (max 50% refund)
3. Full refund: If KESSØ believes customer "tried on" product (goodwill)

Example:

---

10. FRAUD AND ABUSE

10.1 ABUSE DETECTION

KESSØ refuses refunds if:
— **Excessive return pattern** (same customer: 5+ returns in 6 months = suspicious)
— **Intentionally damaged product** (photo evidence)
— **Customer buys → returns without ever paying** (free use)
— **Counterfeit claims** (customer pretends product is fake with bad intentions)
— **"Chargeback appeal"** (request for CC refund after customer agreement)

10.2 CONSEQUENCES

— **Explicit refusal of return/refund** (clear email)
— **KESSØ account closure** possible
— **Permanent refusal of future orders**
— **Legal action** if fraud confirmed (small claims court)

---

11. SPECIAL CASES

11.1 RETURN WITHOUT ATTACHED TAGS

— Return accepted BUT in-depth inspection
— If product clearly worn: Refund rejected
— If new: Full refund

11.2 RETURN WITH DAMAGED PACKAGING

— Accepted if product in good condition
— Rejected if original packaging = proof of use

11.3 CUSTOMER LOSES PROOF OF RETURN SHIPMENT

— Retracing possible via La Poste (via original package number)
— KESSØ helps locate if customer provides date + shipping point
— Without proof: Customer responsible if package lost in transit

11.4 INTERNATIONAL RETURNS

— Customer responsible for full return costs
— KESSØ may refuse return if costs > item amount
— Agree on a case-by-case basis (goodwill for VIP customer OK)

---

12. CUSTOMER COMMUNICATION

12.1 EMAIL RETURN TRACKING

**KESSØ sends emails:**
1. "Return approved - [label attached]"
2. "Return package received - Under inspection"
3. "Inspection complete - [Approved/Rejected]"
4. "Refund processed - [Amount, bank arrival date]"

12.2 TIMEOUTS

— Customer requests return, forgets = KESSØ reminds on D+7
— Customer sends package, forgets tracking = KESSØ helps locate
— Customer pays for return = Reminder of fees before authorization

---

13. RETURN METRICS (KESSØ SELF-AUDIT)

**Optimal return rate:** 5-8% (fashion industry standard)
**High return rate:** >15% = revise descriptions/photos/sizes
**Cost of returns:** To budget ~2% of turnover (return costs + management)

---

14. DISPUTES AND CUSTOMER REMEDIES

14.1 CUSTOMER DISSATISFIED WITH REFUND

**Escalation process:**
1. Email discussion 48h
2. Internal mediation (KESSØ manager) 7 days
3. Consumer mediator (free): mediateur-conso.fr

14.2 CHARGEBACK / BANK DISPUTE

**If customer disputes payment with bank:**
— KESSØ responds with evidence (confirmation notice, exchanges, return package)
— Bank generally rules in KESSØ's favor if solid evidence
— Customer loses right to refund if chargeback is invalid
— KESSØ account closed if chargeback fraud confirmed

---

15. RETURNS CONTACT

**For return request:**
— Email: support@batai.fr
— Subject: "Return/Refund [order number]"
— Content: Reason + photos if defect
— Guaranteed response: 48h

**For urgent returns:**
— Email + mention "URGENT"
— Priority processing 24h

---

END OF RETURNS AND REFUNDS POLICY

Version 1.0 - [DATE]

Thank you for your trust!