RETURN POLICY

# Return and Withdrawal Policy

This policy forms part of our Terms & Conditions. Your contract with POETRO

is governed by French law. Which terms apply depends on where your order is

delivered.

## A. Orders delivered within the EU / EEA — statutory right of withdrawal (14 days)

If your order is delivered within the EU or EEA, you may withdraw within

14 calendar days of receiving the goods, without giving a reason

(Directive 2011/83/EU; French Consumer Code, art. L221-18 et seq.).

- How to withdraw: send a clear statement to contact@poetro.store before the

14 days expire, quoting your order number. You may use the withdrawal form

in our Terms & Conditions.

- Return: return the item within 14 days of notifying us. Return shipping is

at your expense.

- Refund: we refund all payments received, including standard outbound

delivery, within 14 days of receiving the item or proof of return, via the

original payment method.

- Condition: you may inspect the item as you would in a shop; you are liable

for any reduced value from handling beyond that. Return with all packaging,

dust bag, tags and accessories, in the condition delivered.

- Exclusions (art. L221-28): sealed care products whose hygiene seal is

broken; custom or personalised items; goods inseparably mixed after delivery.

## B. Orders delivered outside the EU / EEA — international returns

The statutory right above applies to consumers with delivery in the EU/EEA.

For orders delivered outside the EU/EEA, the following contractual terms apply.

International returns are accepted only at POETRO's discretion and only on all

of these conditions:

- you notify us at contact@poetro.store within 14 days of delivery, quoting

your order number;

- you arrange and pay all return shipping to France, fully tracked and fully

insured for the item's value; all risk of loss or damage in transit remains

with you until the item reaches us and is inspected;

- the item is returned unused, in original condition, with all packaging, dust

bag, tags and accessories;

- all customs duties, import taxes and local fees (import and re-import) are

your responsibility and non-refundable;

- any refund is issued as store credit, valid 12 months, after we receive and

inspect the item.

Items marked Sale / Final Sale and one-of-a-kind clearance pieces are not

eligible for international return.

## C. Customs and import duties (outside EU/EEA)

Import duties and taxes are set by the destination country's customs authority

and collected by customs or the carrier. They are not included in our prices,

are outside our control, and are non-refundable in the event of a return.

## D. Contact

contact@poetro.store — response within 2 business days.