Refund policy
Overview
This Refund Policy outlines how returns, exchanges, and credits are handled for purchases made through www.etincelleofficial.com.
This website and all related services are operated by ETINCELLE LLC (“ÉTINCELLE,” “we,” “us,” or “our”).
Our mission is to deliver timeless craftsmanship and luxury in every piece. Should you wish to return your order, please review the following terms carefully.
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1. Return Eligibility
Return requests must be submitted within 10 calendar days of delivery, as confirmed by the carrier's tracking information. Approved merchandise must then be shipped within 10 calendar days of written return authorization, unless otherwise specified by ÉTINCELLE.
To qualify:
• The item must be unused, unworn, and in its original packaging, including all accessories and materials.
• The customer must request authorization by contacting info@etincelleofficial.com before shipping the item back.
• Unauthorized returns will not be accepted or processed.
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2. Return Process
Once your return is approved, you will receive detailed return instructions.
Customers are responsible for return shipping costs. We recommend using a tracked and insured service, as ÉTINCELLE cannot be held responsible for parcels lost in transit.
Returns sent without prior approval will not be processed or refunded.
Return Authorization Validity & Shipping Requirements
Approved returns must be shipped within 10 calendar days of the date written return authorization is issued, unless a different deadline is expressly provided by ÉTINCELLE.
Return authorizations automatically expire after this period. Customers who have not shipped their merchandise within the authorized timeframe must contact info@etincelleofficial.com to request renewed authorization and updated return instructions before shipping.
Customers must use the return address provided under their current, valid authorization. Previously issued shipping instructions must not be reused after an authorization has expired without written confirmation from ÉTINCELLE.
ÉTINCELLE is not responsible for shipments sent without valid authorization to outdated, incorrect, or former return addresses that the company no longer occupies or controls.
Merchandise shipped outside the authorized return period without renewed written approval is not eligible for a refund, exchange, or store credit.
A carrier's delivery confirmation to an address that ÉTINCELLE no longer occupies or controls does not, by itself, constitute receipt of the merchandise by ÉTINCELLE.
All refunds and store credits remain subject to ÉTINCELLE's actual receipt and inspection of the returned merchandise, as well as the other requirements of this Refund Policy.
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3. Refund Method
Approved returns will be refunded in the form of store credit equal to the value of the returned item(s).
• Store credits are valid for 12 months from the issue date.
• Shipping and handling fees are non-refundable.
• Refunds to the original payment method are not offered unless required by law.
Store credit may be redeemed toward any future ÉTINCELLE purchase.
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4. Promotional Discounts and Returns of Qualifying Orders
Certain ÉTINCELLE promotional discounts, including exclusive post-purchase offers, may be issued as a benefit of a qualifying purchase.
Where disclosed in the promotional offer's terms, if the qualifying purchase is subsequently canceled, returned, or refunded, any associated promotional discount may be revoked or adjusted.
If the promotional discount has already been redeemed on a subsequent order, ÉTINCELLE reserves the right to adjust the store credit associated with the qualifying purchase by the actual value of the promotional discount used, provided that this condition was disclosed before redemption and is permitted by applicable law.
For example, if a customer makes an initial purchase of $100 and receives a 30% discount for a future order, they may use that discount to purchase another $100 item for $70. If the original qualifying purchase is subsequently returned, the $30 promotional benefit may be deducted from the return credit, resulting in $70 in store credit instead of $100.
This provision applies only to promotional offers issued with these conditions and does not affect statutory consumer rights or remedies for defective, damaged, or incorrectly supplied merchandise.
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5. Special Edition & Final Sale Items
Due to their exclusivity, the following are final sale and not eligible for return or exchange:
• Special Edition and Founder’s Edition pieces
• Items marked as Final Sale at checkout
• Gift cards
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6. Damaged or Incorrect Items
All ÉTINCELLE pieces are carefully inspected prior to shipping.
If your order arrives damaged or incorrect, please email info@etincelleofficial.com within 24 hours of delivery, including:
• Your order number
• Clear photos of the item and packaging
We will review the case promptly and, if approved, arrange a replacement or credit at our discretion.
For transparency and quality assurance, each ÉTINCELLE order is filmed during the packing process to confirm product condition and fulfillment accuracy prior to shipment.
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7. Lost or Stolen Packages
Once a package is marked Delivered by the carrier, it is considered successfully received.
If a parcel appears missing or stolen after this confirmation, please contact the carrier directly to initiate a claim.
In verified cases of lost shipments (not marked delivered), ÉTINCELLE may offer a one-time replacement at our discretion.
For more details, please review our Delivery & Chargeback Protection Policy on our Terms & Conditions page.
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8. Chargebacks and Payment Disputes
By purchasing from ÉTINCELLE, you agree not to file a chargeback or payment dispute for an order that was successfully delivered or is under an approved return process.
Filing a chargeback after delivery constitutes fraudulent activity.
ETINCELLE LLC reserves the right to submit delivery confirmation, signature proof, video evidence of packaging, and communication records to dispute any unjustified claims.
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9. Contact Information
For any questions or to request a return authorization, please contact:
📧 info@etincelleofficial.com
All returns must be pre-authorized by our team in writing. Unapproved packages will not be accepted.
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Legal Entity
ETINCELLE LLC
🌐 www.etincelleofficial.com
All transactions are governed by the laws of the United States.
