At Cloudnestcarpet (“we”, “our”, or “us”), operated via www.cloudnestcarpet.com, we are committed to ensuring clarity, compliance, and consumer trust across our European customer base. This Refund Policy is established in strict accordance with French consumer law, European Union consumer protection directives (including Directive 2011/83/EU on consumer rights), and Stripe compliance standards.
1.Order Processing, Shipping, and Delivery Terms
We partner with international priority carriers including DHL, FedEx, and UPS to service our European clientele. Orders are dispatched directly from our logistics facility in France.
Order Processing Time: Orders are processed and prepared for dispatch within 1 to 2 business days.
Estimated Delivery Time: Standard transit times are estimated at 5 to 7 business days following dispatch.
Shipment Tracking: Customers receive automated email notifications containing shipment tracking details at critical transit milestones, including order fulfillment, arrival at postal sorting hubs, and local last-mile delivery.
Delayed Deliveries: If a shipment exceeds the standard delivery timeframe, we initiate a formal carrier investigation. Upon confirmation of transit failure or loss, we issue a full refund or arrange a priority replacement shipment based on factual assessment.
2.Right of Withdrawal and Returns (14-Day Cooling-Off Period)
In compliance with European consumer protection legislation, European customers enjoy a 14-day Right of Withdrawal.
Withdrawal Period: You have the right to withdraw from your purchase without providing any reason within 14 days from the day on which you or a designated third party (other than the carrier) acquire physical possession of the goods.
Return Procedure: To exercise your right of withdrawal, you must notify us via email at message@cloudnestcarpet.com with an unequivocal statement expressing your decision to return the items.
Return Address for European Customers:
XXX
Return Shipping Costs: Unless otherwise agreed, the customer bears the direct cost of returning the goods. Returned items must be unused, in their original packaging, and in a resalable condition.
3.Defective, Damaged, or Non-Conforming Goods
If you receive items that exhibit manufacturing defects, transit damage, or non-conformity with your order, you are entitled to statutory remedies under European consumer law.
Photographic Evidence: Customers must notify our customer support team via email at message@cloudnestcarpet.com within a reasonable timeframe after delivery, providing clear photographic evidence of the defect or damage.
Exemption from Physical Return: For damaged or defective goods substantiated by photographic proof, physical return of the item is not required. Upon verification, we will process a full refund or dispatch a replacement item without requiring the defective merchandise to be shipped back.
4.Payment Methods Accepted
We support secure and verified payment methods to facilitate transactions on our platform, including:
Major credit and debit cards: Visa, Mastercard, and American Express.
Digital and mobile wallets: Apple Pay and Google Pay.
5.Contact Information
For any inquiries regarding refunds, returns, or order status, please contact our support team at:
Email: message@cloudnestcarpet.com
Address: XXX
Phone: XXX
Website: www.cloudnestcarpet.com