Return Policy

Our return policy supplements the statutory right of withdrawal to provide you with a clear and controlled return process. The conditions described here are strict and protective of the seller, within the limits of the law. If they are not complied with, your return may be refused.

Deadline for notifying us of a return

You have 14 calendar days from receipt of the product to notify us of your intention to return it. After this period, no returns will be accepted.

To initiate a return, you must first contact our Customer Service team at theodore.antonin67@gmail.com (or via our contact page), stating your order number and the reasons for the return. We will then provide you with precise return instructions, including the return address appropriate to your situation.

Conditions for accepting the returned product

The returned product must be in a condition suitable for resale. It must be:

  • unused and undamaged
  • complete: with all its accessories, instructions, labels and any gifts.
  • in its original packaging where possible (its absence does not make a return impossible, but the item must be protected to an equivalent standard).

Any deterioration, excessive use or damage found on the product during inspection will allow us to deduct part of the refund to compensate for the product's loss in value, in proportion to its deteriorated condition. If there is any doubt about the quality of the return packaging, we may refuse the return if we consider it inadequate (see below).

Shipping liability and return costs

The customer remains responsible for properly packaging and securely shipping the return parcel. We recommend using a service with a tracking number (and insurance if the product is valuable). Under no circumstances can TG GROUP be held responsible for a parcel that is lost, stolen or damaged during return shipping if the packaging was unsuitable.

All return shipping costs are your responsibility (except in the event of a delivery error or defective product). Shipping at your expense includes the cost of standard delivery to the return address provided to you. The parcel will not be collected from the customer free of charge. Unless an exception is expressly stated on the product page, the standard policy applies.

Please note that some returned products may need to be sent abroad (particularly to our logistics partner outside the EU). Shipping times and costs may therefore be higher than for a local return. You will be notified before sending the return if the return address provided is outside the European Union.

Non-returnable items

The following cannot be returned or refunded:

  • Personalized products (engraved, made-to-measure or made to your specifications).
  • Products whose hygiene seal (sealed packaging) has been broken after delivery and which cannot be returned for hygiene reasons (e.g. cosmetics, bed linen and underwear).
  • Partially used products or products altered through improper use (opened perfumes, washed textiles, etc.).
  • Any perishable goods or goods nearing their expiration date.
  • Gift cards, tickets or digital services (music, software and downloadable games) whose content has been unlocked or fully delivered.

If you incorrectly return a product excluded from the right of return, it will be sent back to you without a refund, and all reshipping costs will remain your responsibility.

Unauthorized returns

Any return made without prior authorization (a parcel sent without written approval from our team) will be refused and returned to the sender without a refund. Likewise, returns sent cash on delivery or addressed to an address other than the one provided will be refused. Therefore, please do not ship your return without our formal approval.

Summary of the return procedure

  1. Contact our customer service team (theodore.antonin67@gmail.com), stating your order number and the product(s) you wish to return.
  2. Receive the instructions and return address, usually within 2 business days. No return address will be provided outside this process.
  3. Carefully package your item (in its original packaging or equivalent packaging where possible), then ship it at your expense using the carrier of your choice.
  4. Wait for confirmation: once our logistics team has received and inspected the product, we will notify you by email whether the return has been accepted or of any issues found.