Refund policy

You have 30 days from the day you receive your order to send it back to us for a refund. That is longer than the 14 days the law requires: we would rather you had time to try things on calmly.

No reason is needed, and this applies to every item, including items bought at a reduced price.

What condition the item must be in

• unworn, apart from trying it on, and unwashed;
• free of smells (perfume, smoke), make-up and pet hair;
• with its original tag still attached;
• returned in its original packaging, or in equivalent packaging that protects it.

For reasons of hygiene, underwear, swimwear and earrings cannot be taken back once their seal or protective film has been removed. Items sold as a set cannot be returned in part: the complete set must come back.

How to make a return

1. Write to us at contact@sqoch.fr with your order number and the items concerned.
2. Within 24 working hours you receive a return authorization, the shipping label and what to do next.
3. Drop the parcel off at a pickup point or post office, and keep the proof of postage until you are refunded.

Return address, once you have our authorization: FIBROGENE, 10 rue Aristide Bruant, 26000 Valence, France. Parcels sent back without prior authorization, or after the 30-day window, cannot be processed.

Return costs

• First return of an order delivered in mainland France: free. The prepaid label is provided and nothing is deducted from your refund.
• Further returns from the same order, or an order delivered outside mainland France: a flat contribution of €10 is deducted from the refund.
• Faulty item, wrong item or a mistake on our side: we pay everything, both ways, whatever the country of delivery.

Under article L. 221-23 of the French Code de la consommation, you are informed before your purchase that return postage remains payable by you in the cases set out above.

Refunds

The refund covers the price of the items returned. Shipping is free on every order, with no minimum purchase, so no delivery charge was paid in the first place and there is nothing to refund on that count.

Under article L. 221-24 of the French Code de la consommation, the refund is made no later than 14 days after we recover the items or you provide proof that you sent them, to the payment method used for the order. Your bank may take a few days more to show it.

Exchanging a size or a color

We do not do direct exchanges: the piece you want could sell out while your return is in transit. The safest route is to place a new order for the size or color you want, and send the first item back as an ordinary return.

Damaged, faulty or incorrect item

If an item arrives damaged, has a manufacturing fault or does not match your order, write to us with your order number and two or three photographs of the problem. We will offer you, as you prefer, a replacement or a full refund, delivery and return costs included.

These situations fall under the legal guarantee of conformity (articles L. 217-3 and following of the Code de la consommation) and the guarantee against hidden defects (articles 1641 and following of the Code civil). They apply for two years, independently of the 30-day return window.

Lost or undelivered parcel

If tracking has not moved for more than 7 working days, or if the parcel is marked as delivered and you have not received it, write to us. We open an enquiry with the carrier, which usually takes 5 to 15 working days. If the parcel is declared lost, we either send the order again or refund it in full, as you prefer.

Model withdrawal form

A simple message to contact@sqoch.fr is enough. If you would rather use the form provided for by law, copy the following text:

« For the attention of FIBROGENE, 10 rue Aristide Bruant, 26000 Valence, France — contact@sqoch.fr: I hereby give notice that I withdraw from the contract for the sale of the goods below. Ordered on … / received on … . Order number: … . Name and address of the consumer: … . Date: … . »

Contact us

A question before ordering, or about a return in progress: contact@sqoch.fr, Monday to Friday from 9 am to 6 pm, answered within 24 working hours.