RETURN POLICY

Last updated: 8 October 2026

This Return and Withdrawal 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 European Union, the European Economic Area and the United Kingdom: statutory right of withdrawal (14 days)

If your order is delivered within the EU, the EEA or the United Kingdom, you may withdraw from the contract within 14 calendar days of receiving the goods, without giving a reason (Directive 2011/83/EU; French Consumer Code, Articles L221-18 et seq.; for the United Kingdom, the Consumer Contracts Regulations 2013).

• 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. We reply with the return address and instructions.
• Return: send the item back within 14 days of notifying us. Return shipping is at your expense; we recommend a tracked and insured service.
• Refund: we refund all payments received, including the standard outbound delivery cost, within 14 days of receiving the item or of receiving proof that you have sent it, whichever comes first, using your original payment method.
• Condition: you may inspect the item as you would in a shop. You are liable for any reduction in value resulting from handling beyond that. Please return the item with all packaging, dust bag, tags, certificate and accessories, in the condition delivered.
• Exclusions (Article L221-28): care products sealed for hygiene reasons whose seal has been broken after delivery; digital care guides, whose delivery begins immediately with your express consent at checkout; custom or personalised items.

B. Orders delivered outside the European Union, the EEA and the United Kingdom: international returns

The statutory right above applies to consumers with delivery in the EU, the EEA and the United Kingdom. For orders delivered elsewhere, 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 insured for the value of the item; the risk of loss or damage in transit remains with you until the item reaches us and has been inspected;
• the item is returned unused, in the condition delivered, with all packaging, dust bag, tags, certificate and accessories;
• all customs duties, import taxes and local fees (import and re-import) are your responsibility and are non-refundable;
• any refund is issued as store credit, valid for 12 months, after we have received and inspected the item.

Items marked "Sale" or "Final Sale" and one-of-a-kind clearance pieces are not eligible for international return.

C. Items that do not conform to their description (all destinations)

If an item is not as described in its listing, write to us within the legal guarantee period with your order number, a description of the issue and photographs. Where a lack of conformity is established, the return shipping and the cost of the remedy (repair, replacement, price reduction or refund) are borne by POETRO, as provided by the legal guarantee of conformity (Terms & Conditions, Article 9). Wear, patina and characteristics disclosed in the listing form part of the agreed description of a vintage piece and are not a lack of conformity.

D. Customs and import duties (outside the EU)

Import duties, taxes and carrier handling fees are set by the destination country and collected by the customs authority or by the carrier, sometimes by invoice after delivery. They are not included in our prices, are outside our control, and are non-refundable in the event of a return.

E. Contact

contact@poetro.store. We reply within 7 days. Consumer mediator: CM2C, www.cm2c.net.