Our return policy lasts 14 days. If 14 days have passed since we received your purchase (taking into account delivery tracking information), we unfortunately cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.
If you wish to exercise your right of withdrawal:
You have 14 days after receipt of your order to exercise your right of withdrawal. In this case, you do not have to tell us the reasons why you wish to return the product to us.
Simply send us a withdrawal request by sending us the form provided for this purpose by email to contact@humagreen.fr.
You will find this form here: Download the form
Once your request has been sent and if the required conditions are met, you will have 14 days to return the product to us at your expense. We will then proceed to your refund.
Attention : for hygiene reasons, the products sold on our site are no longer eligible for the right of withdrawal once they have been used.
If the items have been used or are returned unpackaged/damaged, your request will be refused.
Any return request made without sending the withdrawal form will be treated as a return request and not as a withdrawal.
If the item arrived broken, damaged, not in conformity with the order or incomplete:
We invite you to check the condition of the product delivered to you upon receipt.
If you notice that upon receipt of your product, it is damaged, broken, deteriorated or incomplete, we invite you to immediately take photos and send them to us by email to contact@humagreen.fr as soon as possible .
We will thus be able to offer you a solution which may be:
- reimbursement for damaged or missing product;
- or the return of a new product at our expense.
Official documents attesting to your good faith may be requested from you.
Your complaint must reach us within 7 days after receipt of the product.
If your request was made to us more than 7 days after receipt of the product, the deterioration could be considered as a result of improper use of the product.
In the case of a non-compliant or damaged product received, you will not be charged any fees.
If you receive by mistake a product different from that ordered, we will send you a return slip to return this product to us and resend you a new product at our expense.
If the returned item was marked as a gift when purchased and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be sent to you by email.
If the item was not marked as a gift when purchased, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and he will know that you returned the item.
HOW TO MAKE A RETURN REQUEST (EXCLUDING WITHDRAWAL)
To make a return request, you must enter the requested information in the “Return request” section, specifying:
- your postal code
- your order number or tracking number
- the email address used for the order
- the reason for your return request
- if you would like an exchange or refund
- in the case of an exchange, the product you wish to receive in place of the returned product
- a photo or photos of the product you wish to return showing that it validates the return conditions expressed above
Please wait for our instructions before returning the package to us, to ensure that your case is eligible for a return or refund.
The returned item must be shipped by you no later than 14 days after its initial receipt (postmark taken as proof). If your item is shipped outside of these deadlines, you will no longer be able to claim any exchange or refund , even if your case had been declared eligible. Following abuse, we are obliged to apply this rule.
For health reasons, no product used will be refunded or exchanged.
SHIPPING OF RETURNED PRODUCT
To return a product, you must ship it to the following address:
BLPROD - HUMAGREEN
3 impasse de la Savoureuse
90400 TREVENANS
You will be responsible for paying the return shipping costs to return your item to us. Delivery charges paid during the initial order are non-refundable. If you request a refund for your product, the original delivery costs (if you paid any) will be deducted from this.
In fact, the delivery costs are paid directly to the Transport Company which will not reimburse us given that it has indeed delivered the product.
(However, in the case of withdrawal if you are eligible and if you request it, these costs will be reimbursed to you).
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping a package worth more than €50, you should consider using a delivery service that allows you to track the shipment or purchasing delivery insurance. We do not guarantee the services of the carrier you will use, nor that we will receive the item you return to us. We cannot under any circumstances be held responsible for a lost package.
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it.
REFUND
Following inspection of the returned product, we will also notify you of our decision whether to approve or reject your refund request.
If your request is approved, then your refund will be processed and a credit will automatically be applied to your credit card or original payment method without delay.
If the refund is delayed, please first check your bank account again. If you paid through PayPal services, the refund may take a little longer and may be pending for a few days.
If, despite everything, you have still not received your refund 10 days after our refund notification, please contact us at contact@humagreen.fr.
ORDER CANCELLATION
You can of course cancel an order placed with us. We are talking about order cancellation until the order has been shipped.
If you request a cancellation of your order (and therefore a refund) before we have shipped your order, you will be refunded in full the delivery costs and the amount of your order.
If the cancellation request occurs after the order has been sent, you will have to wait for the product to be delivered to you, then you will have to make a withdrawal request to us.
You will then have to return the product to us at your expense to obtain a refund for the product.
TRADES
We only replace an item if it does not match your order, or if it is clearly damaged.
If in this case you wish to exchange it for the same item, send us an e-mail to contact@humagreen.fr, then follow the procedure explained above.
To be exchanged, your product must meet all the conditions mentioned in the first paragraph.
Following inspection of the returned product, we will notify you of our decision to approve your exchange request.
The returned item must be in the same condition in which you received it and reported it to us. It must be returned to us complete, and with all accessories, packaging etc.
If an item was returned in a condition other than that mentioned during your request, and/or incomplete (accessories, products or missing elements), you will be informed by email and you will be asked to return the missing elements at your expense on optionally.
If your request is approved, then we will process your request and send you the requested product in place of the returned product.
If you wish to have an exchange for another model or another size (for a reason not linked to an error on our part), you must make a return request within 14 days of receipt and return the product to us at your costs. We will issue your refund and you will need to place a new order to obtain the desired product.
LOST PARCEL
If you do not receive your order within the usual time frame, we invite you to consult the tracking link received by email after your order has been shipped.
If there has been no new information for more than 10 days, please contact us at contact@humagreen.fr so that we can launch an investigation.
Most packages are delivered correctly, but sometimes some are delayed and a simple investigation can get them back into the delivery circuit.
More rarely, it happens that a package is lost by La Poste/GLS. If this proves to be the case following the investigation, we will send you a new package at our expense.
PACKAGES MARKED DELIVERED BUT NOT RECEIVED
If by looking at the tracking of your order, you notice that it was noted as delivered but that you have not received anything, first of all, keep calm.
This is a rare situation, but it can happen. Here are the possible reasons for this situation:
- the postman mistakenly flashed the package as delivered while it is still at the previous step;
- the package was collected by one of your neighbors or by a concierge;
- there can also be thefts directly from mailboxes, but this remains rare.
First, we invite you to wait one or two more days to see if the package arrives. You can also ask your neighbors / the concierge. Finally, do not hesitate to contact your local post office to find out more about this package. You can also contact La Poste on 3631 or GLS on 08 06 00 06 06.
If after all this, we have not heard from the package, contact us at contact@humagreen.fr. You will be asked for documents attesting to your good faith. An investigation will then be opened with the carrier. If at the end of the investigation, the carrier cannot confirm that it has correctly delivered the package, we will send you a new package at our expense. If the investigation confirms receipt of the package, we invite you to file a complaint at the police station for theft from a mailbox.
PACKAGE RETURNED TO SENDER
It sometimes happens that a package is returned to the sender following an error in the address, an error by the postman or a holding period exceeded at the post office.
If this happens to you, it will be mentioned on the tracking link for your order. In this case, we invite you to contact us to inform us at contact@humagreen.fr. Returned packages are not returned without a request from you, and without confirmation of the delivery address.
If the package was returned to us following an error on your part in the address or following a failure to collect the package from a relay point within the storage time, we will ask you for a correction of the address delivery in order to be sure that the delivery will be successful and you will have to bear the costs for this new delivery.
In the event that you do not wish us to attempt a second return (or do not wish to pay the return costs), we may refund the product. However, any delivery costs we have incurred for you will be deducted from this refund (as they will have been charged by the delivery company).
Our customers are important and we do our best to satisfy them. We always try to put ourselves in your shoes in order to offer you the best solution. We hope that you will also join us in understanding that unfortunately we cannot always cover all costs.
If you have a question regarding our returns and refund policy, you can ask us directly at contact@humagreen.fr.