Refund policy

Your right of withdrawal (14 days)

You have 14 days from receipt of your order to exercise your right of withdrawal, without having to provide a reason.

To exercise this right, the simplest way is to use our online withdrawal function: retractation.theoriginea.com. You may also send us any unambiguous statement expressing your wish to withdraw (email to contact@theoriginea.com, or by post).

Upon receipt of your withdrawal, we will refund all amounts paid, including standard shipping costs, as soon as possible and no later than 14 days, to your original payment method. We may defer the refund until we receive the product or proof of its return.

Product return: you have 14 days after notifying us of your withdrawal to return the product to us. Direct return costs are your responsibility.

Your liability may be engaged if the product is depreciated as a result of handling other than that necessary to establish its nature, characteristics, and proper functioning.

Products excluded from the right of withdrawal

In accordance with article L.221-28 of the French Consumer Code, the following do not benefit from the right of withdrawal:

• Personalised or made-to-order products (art. L.221-28 3°) — place cards, labels, cards, cones, jars, and gift boxes made to your specifications (names, dates, logo, custom composition). This exclusion is clearly indicated on the product sheet for each affected product.
• Products unsealed after delivery that cannot be returned for hygiene or health protection reasons, once opened (art. L.221-28 4°).
• Products likely to deteriorate or expire quickly (art. L.221-28 4°).

Damaged, incorrect, or non-conforming products

Regardless of the right of withdrawal, if your order arrives damaged in transit, incorrect, or showing a visible defect, please contact us within 7 days of receipt. Please include:

• A description of the problem identified
• Clear photographs of the product and its packaging

After verification, we will offer you a replacement or full refund. Approved refunds are processed within 3 to 5 business days to your original payment method.

Order errors

In the event of an error during the preparation of your order, we undertake to correct it as soon as possible. Contact us at contact@theoriginea.com upon receipt of your parcel.

Order cancellation

Cancellation is only possible before shipment of your order. Once the parcel is handed to the carrier, cancellation is no longer possible — you retain your right of withdrawal above for eligible products.

Products not eligible for return

• Opened or partially consumed products
• Personalised or made-to-order products
• Products damaged by the customer after delivery
• Products past their best-before date

Customers in the United States (US orders)

The following conditions apply to orders shipped to the United States. US orders are not covered by the European right of withdrawal described above. Because our products are food items and made-to-order goods, all US sales are final, with the exception of defective or non-conforming products handled below (see the English version, which is authoritative for American customers).

The following terms apply to orders shipped to the United States and prevail for US customers.

These terms apply to orders shipped to the United States. US orders are not covered by the EU right of withdrawal described above. Because our products are food items and made-to-order goods, all US sales are final, with the following limited exception:

Defective, damaged, or incorrect items. If your order arrives damaged, spoiled, or is not the item you ordered, contact us at contact@theoriginea.com within 7 days of delivery and include a clear description and photographs of the product and its packaging. We review each claim individually. Where we determine that an item was defective, damaged in transit, or incorrect, we will, at our discretion, either issue a refund or provide a replacement. We may request that the item be returned before a remedy is provided. Approved refunds are issued to the original payment method within 3 to 5 business days.

Final sale — not eligible for return or refund (except genuinely defective items, as above):

• Food products, whether opened or unopened — for hygiene and food-safety reasons
• Personalised or made-to-order items (place cards, labels, cards, cones, jars, gift boxes, custom compositions)
• Products past their best-before date, or damaged or mishandled by the customer after delivery
• Claims made more than 7 days after delivery

We do not accept exchanges or change-of-mind returns on US orders. This policy is provided in addition to any rights you may have under the consumer-protection laws of your state, including any implied warranty covering defective goods.

Mediation and dispute resolution

If a dispute cannot be resolved amicably, you may refer it free of charge to the consumer mediator CNPM Médiation Consommation (www.cnpm-mediation-consommation.eu), in accordance with articles L.611-1 et seq. of the French Consumer Code. Before contacting the mediator, you must first have sent us a written complaint at contact@theoriginea.com.

Contact

At The Originea, every order is prepared with care to ensure an experience worthy of our artisan standards. 🤍