Refund policy
1. Scope
This policy distinguishes between the statutory right of withdrawal, returns accepted on a goodwill basis, errors attributable to Poke-Geek, and claims based on a statutory warranty. It does not limit any mandatory right of a consumer Customer.
2. Statutory right of withdrawal
The consumer Customer has 14 days from receipt of the goods to exercise their right of withdrawal without having to give a reason. Where several goods from the same order are delivered separately, the period runs from receipt of the last item.
The Customer may exercise this right by sending a clear and unambiguous statement to info@poke-geek.fr or by using the online withdrawal function made available on the website. The model form at the end of this policy may be used, but is not compulsory where the statement unambiguously expresses the intention to withdraw.
The Customer must return the products no later than 14 days after notifying their decision. Return instructions are provided by customer service; this policy does not create a separate return address.
3. Return conditions and costs
Products must be returned complete, properly protected and, where relevant, with their accessories and original packaging. The Customer must use suitable packaging to prevent damage during return transit.
In the event of withdrawal, the direct cost of returning the goods is borne by the Customer, unless Poke-Geek agrees to bear it or the law provides otherwise.
Where there is an error attributable to Poke-Geek, a defective product or a non-conforming product, the costs necessary to handle the matter are borne in accordance with the applicable statutory rules and the instructions provided by customer service.
4. Opened, unsealed or altered products
Products that have been opened, unsealed, used, or whose packaging has been altered are not accepted for return or exchange under our commercial policy. Mandatory statutory rights remain applicable.
5. Refund following withdrawal
In the event of valid withdrawal, Poke-Geek refunds the sums legally due, including standard delivery costs where applicable, without undue delay and no later than 14 days from the date on which Poke-Geek is informed of the Customer’s decision.
For a sale of goods, Poke-Geek may withhold the refund until the products have been recovered or proof of dispatch has been received, whichever occurs first.
The refund is made using the same payment method as for the original transaction, unless the Customer expressly agrees to another method that does not incur any fees. Additional costs resulting from the choice of a delivery method more expensive than the standard method are not refunded.
No Shopify Payments, PayPal, Klarna or other transaction fee is deducted from a full refund required by law.
6. Goodwill cancellation or return
Outside a statutory right, Poke-Geek may accept a cancellation or return on a goodwill basis, assessed case by case. The exact terms of this commercial solution are communicated to the Customer before they agree.
A credit note may be offered, but it replaces a refund legally due only with the Customer’s express agreement. No fee is deducted from a full refund required by law.
7. Poke-Geek error, defective or non-conforming product
In the event of an incorrect, missing, damaged, defective or non-conforming product, the Customer is invited to contact info@poke-geek.fr, stating their order number and attaching useful evidence, including photographs of the parcel, label, packaging and product.
The Customer is invited to report the matter as soon as possible, ideally within 48 hours of receipt, to facilitate findings and recourse against the carrier. This timeframe is a handling recommendation and does not deprive the Customer of any statutory warranties or remedies.
Depending on the circumstances and in accordance with the law, Poke-Geek implements the legally applicable remedy, which may include bringing the product into conformity, replacement, a price reduction or a refund.
8. Pre-orders
A pre-order constitutes a firm purchase commitment, subject to the consumer’s mandatory rights and availability from the publisher, manufacturer, distributor or supplier.
The mere fact that a product is sold as a pre-order does not automatically create a general exclusion from the right of withdrawal, statutory warranties, delivery rules or the right to a refund where one is legally due.
A change to a release, arrival or dispatch date does not deprive the Customer of their statutory rights relating to delivery, termination of the contract and reimbursement.
If a release is cancelled, supply becomes permanently impossible or allocation is insufficient, Poke-Geek informs the Customer and refunds the sums legally due for unavailable products. A replacement or credit note may be offered only with the Customer’s express agreement.
Outside a statutory right, a request for goodwill cancellation before dispatch may be considered on a case-by-case basis.
9. Discounted, sale or clearance products
Discounted, sale, promotional or clearance products benefit from the same statutory warranties as other products. For a distance purchase, the right of withdrawal continues to apply unless a statutory exception actually corresponds to the product or contract.
10. Damage during return transit
The Customer must package the returned product carefully. Damage resulting from manifestly inadequate packaging may be taken into account according to the actual circumstances and within the limits permitted by law.
11. Contact
For any return, withdrawal or refund request: info@poke-geek.fr. The Customer is invited to state the order number and attach any useful evidence.
12. Model withdrawal form
Please complete and return this form only if you wish to withdraw from the contract.
To:
Media Discount 77
1 Rue des Peupliers, 77177 Brou-sur-Chantereine, France
info@poke-geek.fr
I/We (*) hereby notify you of my/our (*) withdrawal from the contract for the sale of the following goods:
Good or goods concerned: ........................................................................
Ordered on: ..............................................................................................
Received on: ............................................................................................
Order number: ..........................................................................................
Name of consumer(s): ............................................................................
Address of consumer(s): ........................................................................
Date of request: ......................................................................................
Signature of consumer(s), only if this form is submitted on paper:
..................................................................................................................
(*) Delete as appropriate.