Deliveries and Returns

Deliveries

The countries to which Products can be delivered are Metropolitan France or the countries indicated on the Website when placing the Order. Outside these delivery zones, the Company reserves the right to refuse the order or to accept it after estimating the shipping costs associated with this delivery.


The Company endeavors to deliver the Products within 5 days from the placing of the order. In case of delivery delay due to unforeseeable circumstances, the Company will inform the Customer of the additional delivery time required. Failing delivery at the expiration of the agreed additional period, the Customer may cancel their order by sending a registered letter with acknowledgment of receipt, without being entitled to compensation for damages due to this simple delivery delay.


The Customer must ensure that the information provided to the Company is correct and remains so until complete receipt of the ordered Product(s). The Customer therefore undertakes to inform the Company of any change in contact details that may occur between the order by sending an email to the customer service email address without delay. Otherwise, in case of delay and/or error, the Customer cannot hold the Company liable.


The Company will also not be responsible if the non-receipt and non-delivery of the Products are due to an unforeseeable and insurmountable event, or a case of force majeure.

If the customer does not pick up their package after being notified by the carrier (automatic notifications), a cost of €4 including VAT will be applied for redelivery to the customer.

Returns and Refunds

In accordance with articles L.121-18 et seq. of the Consumer Code, the Customer has a period of 14 clear days from the receipt of the last Product ordered on the Website to exercise their right of withdrawal with the Company, without having to give reasons or pay a penalty.


To exercise their right of withdrawal from the Order, the Customer must notify their decision to withdraw by means of an unambiguous statement, without giving reasons. The Customer can communicate their decision to withdraw to the Company by any means, in particular by sending it by mail to the Company at the following address: 300 avenue des Papèteries, 38190 Villard-Bonnot, France or by email to contact@element.vet.


The Customer can also use the withdrawal form reproduced at the end of these GTC. Once completed, the withdrawal form, which constitutes a decision to withdraw, can be sent directly to the Company by clicking on the send icon provided for this purpose. The Customer can also use the withdrawal form reproduced at the end of these GTC.


In the event of notification to the Company by the Customer of their decision to withdraw, regardless of the means used, the Company will send them without delay an acknowledgment of receipt of the withdrawal on a durable medium (in particular by email).


The Customer must return the Product(s) in the same condition as that in which they received them, and with all packaging elements, accessories and instructions (even if the Product(s) has or have been unpacked), as soon as possible and no later than 14 days from the notification of the decision to withdraw from this contract, to the following address: 300 avenue des Papèteries, 38190 Villard-Bonnot, France. In accordance with the law, the Customer bears the costs of returning the Product(s).


The Customer is invited to indicate the reason for return/withdrawal, in order to help the Company improve its service.


In the event of Customer withdrawal, the refund for the Product(s) that has (have) been subject to the right of withdrawal is made by the Company using the same payment method as that used for the initial transaction, unless the Customer expressly agrees to a different method. In any event, this refund will not incur any costs for the Customer. The refund is made as soon as possible, and no later than 14 days from the day the Company is informed of the Customer's decision to withdraw their Order.

Subscription Cancellation: The customer can cancel their subscription to a product; they must make the request by email to contact@element.vet 72 hours before the confirmation email for the recurrence of this order. If this deadline is not met, the cancellation will take effect at the next delivery.

In accordance with article L.221-23 of the Consumer Code, the Customer is informed that their liability to the Company is engaged only for a depreciation of the Product(s) returned following the exercise of their right of withdrawal, resulting from handling other than that necessary to establish the nature, characteristics, and proper functioning of this or these goods.