Return policy

Return request

Before returning any product, contact customer service and provide your order number and the reason for the request. No return should be sent without clear identification of the order.

Consumer right of withdrawal

Where the statutory right of withdrawal applies, consumers generally have 14 days from receipt of the goods to notify their decision to withdraw, without having to give a reason.

Excluded products or products that cannot be returned after opening

In accordance with the exceptions provided for by consumer law, the right of withdrawal may notably be excluded for goods liable to deteriorate or expire rapidly and for sealed goods that have been unsealed after delivery and cannot be returned for health protection or hygiene reasons. Therefore, a sealed, sterile or medically/cosmetically sensitive product must remain intact, unused and unopened to be eligible for return where the law allows it.

Condition of returned products

Returned products must be complete, in their original packaging, with any accessories and documents. Any used, damaged or incomplete product, or a product whose safety seal has been opened, may be refused where opening makes the return impossible for legal, health or safety reasons.

Return costs

For a withdrawal, direct return costs are borne by the customer unless Docteur Filler expressly agrees to cover them. In case of a preparation error attributable to Docteur Filler or a product recognized as defective/non-compliant, customer service will provide the appropriate return procedure.

Refund

After receipt and inspection of the return, the refund is made in accordance with applicable rules and, in principle, via the original payment method. The time before it appears on the account then depends on the bank or payment provider.

Refused or unclaimed parcel

A parcel returned by the carrier because of an incorrect address, prolonged absence or failure to collect it does not automatically constitute a valid withdrawal. Costs linked to a new shipment may be charged to the customer.