7 - PRODUCT CONFORMITY OR DEFECTIVENESS - WARRANTIES

7.1 In the event that a Product delivered by the Company is defective or does not conform to the order, the Customer may notify the Company by email (sav.dtoc@sna-gz.com) or by registered letter with acknowledgement of receipt addressed to the Company's Customer Service Department, specifying in detail the elements of non-conformity of the Product with the order or the defects found on it, within a maximum period of 30 (thirty) days following the date of delivery of the said Product, accompanied by proof of purchase (order form or invoice).

The Company will proceed at the Customer's discretion: 

• either to a full refund of the price of the Product (plus shipping and return costs upon presentation of proof) in the event that the Customer returns the Product to the Company; 
• or, if possible, to an exchange of the said Product; 

subject, however, to the application of the provisions of Article L.217-9 of the Consumer Code. It is the Customer's responsibility to specify this choice in the aforementioned letter. Failing this, the Company will proceed with a refund.

This warranty shall not apply to defects caused by the Customer's use of the Product concerned in a manner that does not comply with the normal purpose of the Product, nor to the implementation of the aforementioned warranty of conformity after the expiry of the aforementioned period. Furthermore, it is the Customer's responsibility to ensure that the conditions for returning the Product to the Company are similar to those of the initial shipment, in particular to cover the risks of loss or damage to the Product, which are borne exclusively by the Customer.  

7.2 The Products offered for sale comply with French legislation in force on the date of the order. It is the responsibility of each Customer located outside French territory to check with the competent local authorities the possibilities of importing and using each of the Products they intend to order, as well as their compliance with the legislation in force in the country of delivery concerned. Consequently, the Seller shall in no way be held liable for any non-compliance of one or more Products ordered with the local regulations of the said country.

7.3 The provisions of this Article 7 shall not affect:

• on the one hand, the right of withdrawal enjoyed by each Customer in accordance with Article L.121-20-12 of the Consumer Code and described in Article 8 below,
• on the other hand, the benefit of the legal guarantee against hidden defects provided for the benefit of each Customer in accordance with the provisions of Article 1641 et seq. of the Civil Code.

8 - RIGHT OF WITHDRAWAL / REFUND - EXCHANGE

8.1 In accordance with the legislative provisions in force, the Customer has a period of 14 (fourteen) days from receipt of the Product(s) to exercise their right of withdrawal provided for in Article L. 221-18 of the Consumer Code with the Company, without having to justify their decision. In the case of an order for several Products, the withdrawal period shall begin from the date of receipt of the last Product covered by the order.

8.2 To exercise their right of withdrawal, the Customer must notify the Company of their decision in writing within the aforementioned period: 

• either by email (sav.dtoc@sna-gz.com)
• or by logging into their Customer Account from the ‘Order Details’ section. 


The Product(s) concerned must be returned by the Customer, at their sole expense and within 14 (fourteen) days of exercising their right of withdrawal, to the postal address from which the Products were shipped or to any other address indicated by the Company in the Customer's Account. 

8.3 In the event of withdrawal, the Product(s) must therefore be returned to the Company in their packaging, in the case of CDs and/or DVDs and/or merchandising products, and in any event in their original condition (i.e. in new condition allowing the Company to offer the Products for sale again). Consequently, any product that has been opened or damaged will not be taken back or refunded by the Company.

8.4 In accordance with the aforementioned Article L.221-28, audio and video recordings cannot be returned once they have been unsealed. Furthermore, Product(s) returned incomplete, damaged or soiled cannot be refunded in full (the Company may apply a discount to the refund) or exchanged.

9 - REFUND - EXCHANGE 


9.1 The refund payable by the Company, pursuant to Articles 7 and 8 above, as applicable, shall be made no later than 14 (fourteen) days after the date on which the Customer informs the Company of the receipt of the defective and/or returned Product(s) by crediting the Customer's bank account used to pay for the corresponding order.

9.2 The refund shall only cover the sale price of the Product(s) concerned, excluding the initial shipping costs and return shipping costs, which shall be borne by the Customer if the return of the Product(s) is subject to

• the right of withdrawal exercised by the Customer
• a request for an exchange of product previously confirmed by the Company.