11. RETURNS
Upon the delivery of the customer’s order, the customer is advised to check the external condition of its parcel. In case of visible damage, the customer is advised to refuse to receive the package from the carrier. Products that have been customized at the request of the customer can in no case be exchanged or refunded.
The customer is also advised to check the compliance of the products with its order. In the event that products are missing, broken or not compliant with the order, the customer is asked to contact the Customer service within seven (7) days following receipt of its order. The customer has up to fourteen (14) days to return its products.
Returns are carried out exclusively on the Bernardaud online store, be it for an exchange or for a reimbursement. Products must be returned to the following address:
Bernardaud NA, Inc.
499 Park Avenue
New York, NY 10022
Returns will only be accepted by Bernardaud if:
(a) Prior to any return, the customer has contacted Bernardaud by telephone at (+1 212 371 4300) or by email at (parkavenue@bernardaud.com)
(b) To return products, the customer needs to include the return form in the package, along with the invoice of its order by specifying whether the request is a request for an exchange or for a reimbursement. No return may be accepted without these two documents.
(c) The returned item(s) are not used, altered, washed and damaged
(d) The returned item(s) are in their original packaging
Bernardaud reserves the right to refuse items from a single order if returned at different times. If the return is made according to the abovementioned conditions, Bernardaud shall refund any amounts already charged to the customer upon receipt of the items (including shipping fees).
Any amounts due shall be refunded as quickly as possible and within thirty (30) days of the date the customer notifies Bernardaud of the return regardless of the form of payment used.
If the above return conditions are not met, the customer may ask Bernardaud to return the items to them, at the customer’s own expense, in the same condition the items were returned to Bernardaud.
12. CUSTOMER SERVICE
For questions or claims, customers may contact Bernardaud by phone at +1 212 371 4300 or email at parkavenue@bernardaud.com
