Return Policy and After-Sales Service (ASS)
Below you will find all information regarding our return procedures, subscription management, and our commitments to after-sales service.
After-Sales Service (SAV)
We do everything to support you in case of a problem with a product or an order. Whether you have questions about the use of our products or have encountered a defect, we are here to help you. Here is our commitment:
Each request is handled individually with a quick response.
Whether it's a defective, incomplete, or unsatisfactory product, we are committed to offering you a solution (replacement, refund, etc.) depending on the case.
Order Problems and Errors
It can happen that an error occurs during your order (incorrect products, missing items, etc.). If this is the case, here is what to do:
Contact us immediately
Our customer support team will promptly correct the error.
Quick correction
We will send you the missing or correct products and guide you if a return is necessary for items received by mistake.
Subscription Problems
If you have subscribed to our diaper or other product subscription service and are experiencing difficulties, we offer customized solutions. Whether it's a diaper size issue or an adjustment needed for your subscription, we help you find the best solution:
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Inappropriate diaper size: If the diaper size becomes too small for your child, you can contact us to:
- Take back unused packs and provide you with the next size up.
- Offer you credit on your next order or other alternatives adapted to your situation.
- Other adjustments: You can adjust the frequency, shipping date, or content of your deliveries at any time, from your account or by calling us to modify your subscription according to your needs.
Return Policy
Returns are handled flexibly and on a case-by-case basis. We decide whether the return will be made by your own means or if we will provide you with a prepaid return label:
Return by your own means
In some cases, we will ask you to return the products at your own expense using the carrier of your choice (La Poste, Chronopost, etc.)
Prepaid return label
In other situations, we will send you a prepaid return label by email. You will only need to drop off the package at a relay point (we will provide you with a detailed list based on your location). Return costs may be deducted from the refund, except in cases of defective products or an error on our part.
Return Conditions
- Time limit: We offer an extended period for returns. You have 30 days from the receipt of your order to return a product to us. This longer period allows you to ensure that the products meet your expectations.
- Product condition: Returned products must be in their original condition, unused, and in their original packaging. Items that do not meet these criteria cannot be refunded.
- Refunds: Once your return is received and verified, we will process the refund within 7 business days. Refunds are issued to the original payment method.
Contact Us
For any questions or requests regarding returns, after-sales service, or subscriptions, please do not hesitate to contact us:
- By phone at 05 33 09 32 92 (Monday to Friday, 9 am to 5 pm).
- By email at sav@la-fabrique-des-minis.fr, stating your order or subscription number for faster processing.
We are here to help you and make your experience with La Fabrique des Minis as satisfying as possible.