Return policy

1. Eligibility for Returns & Exchanges

1.1 Qualifying Returns

• The product is unused, unopened, and in its original packaging (with all tags, labels, and accessories intact).
• The product is undamaged, free from signs of wear, and in resalable condition.
• The return is not for customized products (e.g., engraved cups, personalized designs) unless the item is defective or incorrect.

1.2 Non-Qualifying Returns

• Products that have been used, damaged, or altered by the customer.
• Products without their original packaging or missing components.
• Customized products (unless defective or shipped in error).
• Items returned after the 14-day window has expired.

2. Return Process

1. Request Return Authorization (RA): Contact our support team at support@newrestaurantsalert.com with your order number, product details, and reason for return. We will issue a unique RA number within 2 business days (Monday–Friday, excluding French public holidays).
2. Package the Item: Securely pack the product with its original packaging and include the RA number on the outside of the package. For defective items, include clear photos of the defect to expedite processing.
3. Ship the Return: Send the packaged item to our return address via a trackable shipping method (we recommend La Poste or Colissimo for reliable delivery confirmation):
   36 CHRU, Rue Emile Laine, Lille, Hauts-de-France 23245, France
4. Provide Tracking Information: Email your return tracking number to support@newrestaurantsalert.com so we can monitor delivery.

3. Return Shipping Costs

• Customer-Initiated Returns (Change of Mind): You are responsible for all return shipping costs. We recommend insuring high-value items, as newrestaurantsalert is not liable for lost or damaged packages during return transit.
• Defective/Incorrect Items: If you are returning a product due to a manufacturing defect, damage during shipping, or an error on our part (e.g., wrong item shipped), we will cover the return shipping costs. Contact our support team for a prepaid shipping label or reimbursement.

4. Refunds & Exchanges

4.1 Refunds

• Once we receive and inspect your returned item (typically within 3–5 business days of delivery to our warehouse), we will verify eligibility.
• Approved refunds will be processed within 5–7 business days and credited to your original payment method.
• Refunds include the full product price but exclude original shipping costs (unless the return is due to our error).

4.2 Exchanges

• If you request an exchange (e.g., different size, color, or product), we will ship the replacement item once the returned product is inspected and approved.
• Exchanges are subject to product availability. If the requested item is out of stock, we will offer a full refund instead.
• We cover shipping costs for exchanges due to defective or incorrect items. For other exchanges, you are responsible for return shipping, and standard shipping fees apply to the replacement item.

5. Defective or Damaged Products

• Your order number.
• Clear photos/videos of the defect, damage, or incorrect item.
• A detailed description of the issue.

6. Contact Us

• Address: 36 CHRU, Rue Emile Laine, Lille, Hauts-de-France 23245, France
• Phone: +33 6 59 46 57 89
• Email: support@newrestaurantsalert.com