Return & Refund

The procedure is simple ! 

You have a period of 14 days from the receipt of your order to return your purchases if they are not suitable. 

After this period, no return will be accepted.

First of all, you must send a return request to our Customer Service at the following adress :

In this e-mail, you will have to specify your order number, the reason and the type of return desired (a credit note or a refund) 

An answer will be brought to you within 24 to 48 hours (working days)

The order that you wish to return must imperatively be in agreement with our conditions of return ! 

In a second step, you will have to save and print the return from received by e-mail beforehand (from that you can also consult and download : here.)

Make sure you fill in the form carefully and enclose it in the package with the item(s)you wish to return and the invoice corresponding to your order. 

If you have opted for a credit note : The return cost are free ! 

A prepaid return label will be sent to you as well as our return form, you will simply have to print it and stick it legibly on your parcel once all the elements have been inserted in it.

If you have opted for a refund : the return cost will be at your expense. 

You will have to return your parcel by the means of the carrier of your choice to the postal adresse below : 


35 rue de la Roquette 

75011 Paris,


Warning : For security reasons, it is imperative that you keep the proof of deposit of your return package as well as the tracking number corresponding to the latter

In accordance with the provisions of Article L. 121-20 of the Consumer Code, the buyer has a period of fourteen clear days from the date of receipt of his order to exercise his right of withdrawal and return the products ordered for a refund or exchange in the form of credit.

1. The products must be returned to CAREL, in perfect condition for resale, in their original condition (packaging, accessories, instructions, etc.) and properly protected.

2. Any gifts offered at the same time of the order must be returned in the same way as the products and under the same conditions.

3. The reception, the quality control, as well as the treatment of your return can take up to 20 working days (this period is likely to be lengthened in period of strong affluence)

4. Credit notes can only be used on our website and will not be accepted in our points of sale (store or department store)

5. It is imperative to kepp a proof of shipment until your refund is effective on your bank account or your credit received by e-mail.

During the sales period, refunds are not active and can only be made in the form of a credit note, valid only on the website 

You have of course the possibility to exchange your order.

A credit note for the amount of the returned item(s) will be sent to you by e-mail within 7 working days of receipt of your return package in our warehouse.

This credit will be sent to you in the form of a code assigned to your e-mail address and valid for 1 year.

It will also allow you to benefit from free delivery.

Credit note are only valid on our website 

As of the reception of your return in our warehouse : 

Refunds are made within 15 working days using the same payment method used when you placed your order.

Credit notes in the case of an exchange or a later purchase will be sent to you within 7 working days.

During the sales period, products that have had a discount can only be exchanged or credited in the form of a credit note, valid only on for 1 year. 

You have 14 days from the day you receive your order to retract your order and ask us to return it.

Please note that during the sales period, the shipping and return time may be extended. 

All online purchases must be returned to our factory. Returns will not be accepted in our shops/distribution networks.

Find the return process in "How can I return my order?"