Refund policy

Last updated: 30 July 2026

1 — Statutory right of withdrawal

Under article L.221-18 of the French Consumer Code, the customer has fourteen calendar days from receipt of the product to exercise their right of withdrawal, without having to give a reason.

Where several products from the same order are delivered separately, the period runs from receipt of the last product.

For a digital service ordered separately, the period runs from the conclusion of the contract, subject to the exceptions provided for by law.

2 — How to request a return

The customer must inform Les Roses De Lola of their decision before the applicable deadline expires.

The request can be made:

The request must state the customer’s name, the order number and the product or products concerned.

The customer may use the model withdrawal form set out in the Terms and Conditions of Sale, but is not obliged to do so. Any statement clearly expressing the intention to withdraw is accepted.

3 — Returning the product

After giving notice of withdrawal, the customer must return the product within fourteen days at the latest.

Unless customer service gives different instructions, returns must be sent to:

Les Roses De Lola
18 rue Edward Durst
22650 Beaussais-sur-Mer
France

The product must be properly protected to prevent any damage in transit.

Under the statutory right of withdrawal, the absence of the original packaging is not, on its own, sufficient grounds to refuse a return. The customer nonetheless remains liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of the product.

We recommend using a tracked service and keeping proof of postage until the refund has been made.

4 — Return costs

In the event of withdrawal, or of a return made under the thirty-day commercial guarantee, the direct cost of returning the goods is borne by the customer.

Return costs are borne by Les Roses De Lola where the product received:

  • does not match the order;

  • shows a lack of conformity;

  • was damaged before being handed over to the customer;

  • results from a picking error attributable to the seller.

The customer must contact customer service before shipping in order to receive the appropriate instructions.

5 — Refunds under the right of withdrawal

Les Roses De Lola refunds all sums paid, including standard delivery costs, within fourteen days of the date on which the seller is informed of the decision to withdraw.

Where the customer chose a delivery method more expensive than the standard delivery offered, the difference in price is not refunded.

The refund may be withheld until the product has been recovered, or until proof of its dispatch has been received, whichever is the earlier.

The refund is made using the same means of payment as the one used for the order, unless the customer agrees otherwise.

6 — 30-day commercial return guarantee

In addition to the fourteen-day statutory right of withdrawal, Les Roses De Lola grants a commercial guarantee allowing a physical product to be returned up to the thirtieth day following its receipt.

Between the fifteenth and the thirtieth day, the product must be returned:

  • complete;

  • undamaged;

  • with no signs of use beyond a simple inspection;

  • in its original packaging where this is still available;

  • in a condition that allows it to be resold.

Return costs remain payable by the customer.

Once the product has been received and checked, its price is refunded within a maximum of fourteen days. Any additional costs linked to a particular delivery method are not refunded under this commercial guarantee.

This commercial guarantee never limits the statutory right of withdrawal, nor the legal guarantees of conformity and of hidden defects.

7 — Souvenir Connecté®

The Souvenir Connecté® is sent separately by email, as a personal QR code. The customer may print it or forward it to the recipient.

Sending, printing or using this QR code does not automatically remove the right of withdrawal applicable to the associated physical product.

Where a return request concerns an order associated with a Souvenir Connecté®, the customer must say so to customer service and state whether any content has already been recorded.

8 — Damaged, incorrect or faulty product

If the parcel or the product arrives damaged, incomplete, incorrect or faulty, the customer should contact contact@lesrosesdelola.com as soon as possible, stating:

  • their order number;

  • the nature of the problem;

  • a photograph of the parcel;

  • a photograph of the product concerned.

Reporting within forty-eight hours makes the case easier to handle, but this period is not a condition for the legal guarantees to apply.

Depending on the situation and the applicable rules, Les Roses De Lola may offer repair, replacement, a price reduction or a refund of the product.

The costs necessary to give effect to the legal guarantee are borne by the seller.

9 — Cancellation before dispatch

The customer may request cancellation of an order before it is dispatched, by contacting contact@lesrosesdelola.com promptly.

Where preparation or dispatch has not yet begun, Les Roses De Lola will do its best to cancel the order and refund it.

If cancellation is no longer possible, the customer keeps their statutory right of withdrawal once the product has been received.

10 — Contact

For any request concerning a return, a refund or a guarantee:

Les Roses De Lola
Email: contact@lesrosesdelola.com
Telephone: +33 7 56 85 56 29
Address: 18 rue Edward Durst, 22650 Beaussais-sur-Mer, France