Refund policy

Right of withdrawal

In accordance with Articles L221-18 et seq. of the French Consumer Code, you have 14 calendar days from receipt of your order to exercise your right of withdrawal, without giving a reason or paying a penalty.

If your order contains several items delivered separately, the period starts from receipt of the last item.

This right applies to all items, including those bought on sale or with a discount code.

How to exercise your right of withdrawal

To do so, email us at contact@norencafe.fr stating:

• Your order number
• The item(s) concerned
• Your full contact details

We acknowledge your request within 48 hours and send you the return address and the procedure to follow.

Return conditions

Items must be returned:

• In their original packaging, complete and undamaged
• In perfect condition, unused and unwashed
• With all accessories and instructions supplied
• Within 14 days of notifying us of your withdrawal

Return costs: return shipping is at your expense, except in the case of a defective, damaged or incorrect item.

Refunds

Refunds are issued within a maximum of 14 days from receipt of the returned items (or proof of their dispatch), using the same payment method as the original order.

Items bought on sale or with a discount code

The refund covers the amount actually paid for the item — discount deducted — not its reference price.

In the event of a partial return, if the items you keep no longer meet the conditions of a benefit obtained on the order, that benefit is recalculated:

• if the retained amount no longer reaches the free shipping threshold (€45), the corresponding shipping costs are deducted from the refund;
• if the discount code used required a minimum purchase that is no longer met, the discount is removed from the refund calculation.

A single-use discount code applied to a cancelled or returned order is not reissued.

Shipping costs

Where the withdrawal covers the entire order, the standard shipping costs originally paid are refunded to you. For a partial withdrawal, they are retained.

Exchanges

We do not offer exchanges. If you would like a different product, exercise your right of withdrawal and place a new order.

Damaged or incorrect items

If you receive a broken, defective or incorrect item, contact us at contact@norencafe.fr with photos of the product and its packaging — ideally within 7 days of receipt, so that we can process it faster.

We will replace the item or refund it in full, including return costs, at our expense. This prompt reporting is a processing convenience: it does not affect your statutory guarantees, which remain valid for 2 years.

Exceptions

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to:

• Personalised items or items made to your specifications
• Unsealed items that cannot be returned for hygiene reasons
• Gift cards

Statutory guarantees

Independently of the right of withdrawal, you benefit from the statutory guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code, 2 years) and the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code).