1. Introduction

At Alexandre Lunetier, every frame is designed with particular attention to detail, elegance and the quality of its materials. Our aim is to offer a shopping experience that lives up to the high standards of our house.

However, if a product does not fully meet your expectations, you may request a return, exchange or refund under the conditions described below.

This return policy applies to all products purchased on the official Alexandre Lunetier website.

 2. Right of withdrawal

In accordance with French distance-selling legislation, every consumer has fourteen (14) calendar days from receipt of the product to exercise their right of withdrawal, without having to give any reason.

The right of withdrawal allows the customer to request a refund or exchange of the returned product, subject to compliance with the conditions set out in this policy.

To exercise this right, the customer must notify us of their decision to withdraw before the 14-day period expires, by one of the following means:

the withdrawal form available on the website

an email sent to customer service

a letter sent to Alexandre Lunetier

After notifying us of the withdrawal, the customer has a further 14 days to return the product.

 3. General return conditions

To be eligible for a return, products must meet the following conditions:

be returned within 14 days of notification of withdrawal

be in their original condition and not worn for extended periods

show no scratches, damage or alteration

be returned with all original accessories

This includes in particular:

the Alexandre Lunetier case

the cleaning cloth

the original packaging

the invoice or proof of purchase

Any product returned incomplete, damaged or showing significant signs of wear cannot be accepted.

 4. Return procedure

To make a return, please follow these steps:

Step 1 — Return request

Contact our customer service via:

email: serviceclient@alexandrelunetier.com

the contact form on the website

Stating:

your order number

the model concerned

the reason for the return (optional)

Step 2 — Return approval

Once your request has been approved, you will receive:

the return instructions

the return address

a shipping label, where applicable

Step 3 — Shipping the product

Carefully pack the product in its original packaging and send it to the address provided.

We recommend using a tracked delivery service.

 5. Return costs

Return shipping costs are generally borne by the customer, except in the following cases:

defective product

product damaged on receipt

order preparation error

In these situations, Alexandre Lunetier will cover the return shipping costs.

 6. Inspection of the returned product

Once the returned product has been received, it will be inspected by our quality team.

This inspection aims to check:

the general condition of the frame

the absence of scratches on the lenses

the integrity of the frame

the presence of the accessories

Alexandre Lunetier reserves the right to refuse a return if these conditions are not met.

 7. Refund

If the return is accepted, the refund will be made within a maximum of 14 days from receipt of the returned product. 

The refund will be made using the payment method used for the order, unless otherwise agreed with the customer.

The refund includes:

the price of the returned product

the standard delivery costs initially paid (where applicable)

Return shipping costs are not refunded, except in the specific cases mentioned above.

 8. Exchanges

Alexandre Lunetier also offers product exchanges.

An exchange may be requested for:

a different model

a different color

a replacement following a defect

Exchanges are processed subject to the availability of the requested product.

If the new product has a different price:

an additional payment may be requested

or a partial refund may be made

 9. Defective or damaged products

If your product has a manufacturing defect or was damaged during transport, please contact our customer service within 48 hours of receipt.

Please provide:

your order number

photographs of the product

a description of the problem

After verification, Alexandre Lunetier will offer:

a replacement product

a full refund

or an equivalent solution.

10. Products not eligible for return

Some products cannot be returned:

personalized products

custom-fitted frames

products damaged through misuse

products returned without their original packaging

These restrictions comply with the exceptions provided for by distance-selling regulations.

11. Responsibility during transport

The customer is responsible for the product until it is received by Alexandre Lunetier.

We recommend using a carrier:

with a tracking number

with shipping insurance

Alexandre Lunetier cannot be held responsible for returns lost or damaged in transit.

12. Contact

For any questions about returns or refunds, our customer service is at your disposal.

Alexandre Lunetier Customer Service

Email: serviceclient@alexandrelunetier.com