1. Before shipping (pre-order)
Until your item ships, you can cancel your pre-order at any time, without giving a reason, and be refunded in full, delivery costs included, whatever the production stage of the batch. The full pre-order rules are on the Pre-order terms page. This page covers what happens once the item has shipped.
2. Right of withdrawal (14 days)
If you are a consumer, you in principle have a period of 14 days to exercise your right of withdrawal on a distance purchase, without having to give a reason, from the day when you (or a third party other than the carrier, designated by you) take physical possession of the goods (article L.221-18 of the French Consumer Code). If one order is delivered in several parcels, the period runs from receipt of the last one. To exercise this right, inform us of your decision by an unambiguous statement (for example via the Support page) before the deadline expires. You may use the model withdrawal form below, but it is not mandatory.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. Send it to us via the Support page.)
To KREATIVE MONSTER GLOBAL (XTREMOTIVATION), 99 avenue Achille Peretti, 92200 Neuilly-sur-Seine, France, hello@kreativemonster.com:
I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract of sale of the following goods [*]:
- Ordered on [*] / received on [*]
- Order reference / Return ID: [*]
- Name of consumer(s): [*]
- Address of consumer(s): [*]
- Signature of consumer(s) (only if this form is notified on paper): [*]
- Date: [*]
[*] Delete as appropriate.
After withdrawal, you must return the goods without undue delay and at the latest 14 days after communicating your decision to us (article L.221-23 of the French Consumer Code). We refund all payments received, including standard delivery costs, at the latest 14 days after being informed of your withdrawal; we may defer the refund until the goods are recovered or until you have provided proof of dispatch, whichever happens first (article L.221-24 of the French Consumer Code).
Our pieces are produced in standard sizes, not to your specifications: the exception for goods made to the consumer's specifications or clearly personalised (article L.221-28, 3° of the French Consumer Code) does not apply to them.
3. Handling of returned items
We set no other condition for accepting a withdrawal. You may handle the item as you would in a shop, to establish its nature, characteristics and functioning. You are only liable for any depreciation of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning (article L.221-23 of the French Consumer Code); in that case only, the refund may be reduced by the amount of that depreciation.
4. How to start a return
- Contact us via the Support page with your order reference.
- We send you the return instructions.
- Send the item back without undue delay, and at the latest 14 days after you tell us you are withdrawing.
The direct cost of returning the goods after a withdrawal is borne by you (article L.221-23 of the French Consumer Code). If the item is defective or not as described, we cover the return. Keep your proof of dispatch until the refund is confirmed.
5. Defective or wrong item
If an item arrives defective, damaged or not matching your order, contact us as soon as possible after delivery via the Support page. Return shipping for a confirmed defect or error is at our expense. You benefit from the legal guarantee of conformity and the legal guarantee against hidden defects, set out in the box below. These guarantees are owed by KREATIVE MONSTER GLOBAL, 99 avenue Achille Peretti, 92200 Neuilly-sur-Seine, France, reachable at hello@kreativemonster.com or via the Support page.
English translation, for information, of the box required by French decree no. 2022-946 of 29 June 2022. The French text, published on the French version of this page, is the reference.
The consumer has a period of two years from delivery of the goods to obtain the application of the legal guarantee of conformity if a lack of conformity appears. During this period, the consumer only has to establish the existence of the lack of conformity, not the date on which it appeared.
Where the contract of sale of the goods provides for the continuous supply of digital content or a digital service for a period of more than two years, the legal guarantee applies to that digital content or digital service throughout the planned supply period. During this period, the consumer only has to establish the existence of the lack of conformity affecting the digital content or digital service, not the date on which it appeared.
The legal guarantee of conformity obliges the professional, where applicable, to supply all updates necessary to keep the goods in conformity.
The legal guarantee of conformity entitles the consumer to have the goods repaired or replaced within thirty days of the request, free of charge and without major inconvenience.
If the goods are repaired under the legal guarantee of conformity, the consumer benefits from a six-month extension of the initial guarantee.
If the consumer asks for the goods to be repaired but the seller imposes a replacement, the legal guarantee of conformity is renewed for a period of two years from the date the goods are replaced.
The consumer may obtain a reduction of the purchase price while keeping the goods, or end the contract and be refunded in full against return of the goods, if:
1. The professional refuses to repair or replace the goods;
2. The repair or replacement takes place after a period of thirty days;
3. The repair or replacement causes major inconvenience to the consumer, in particular where the consumer definitively bears the costs of taking back or removing the non-conforming goods, or bears the costs of installing the repaired or replacement goods;
4. The lack of conformity persists despite the seller's unsuccessful attempt to bring the goods into conformity.
The consumer is also entitled to a price reduction or to terminate the contract where the lack of conformity is so serious that it justifies an immediate price reduction or termination. The consumer then does not have to ask for repair or replacement first.
The consumer is not entitled to terminate the sale if the lack of conformity is minor.
Any period during which the goods are immobilised for repair or replacement suspends the remaining guarantee until the repaired goods are delivered.
The rights set out above result from articles L. 217-1 to L. 217-32 of the French Consumer Code.
A seller who obstructs the application of the legal guarantee of conformity in bad faith is liable to a civil fine of up to 300,000 euros, which may be increased to 10% of average annual turnover (article L. 241-5 of the French Consumer Code).
The consumer also benefits from the legal guarantee against hidden defects under articles 1641 to 1649 of the French Civil Code, for two years from discovery of the defect. This guarantee entitles the consumer to a price reduction if the goods are kept, or to a full refund against return of the goods.
6. Refund method
Accepted refunds are made to the original payment method, via our payment provider Stripe. We issue the refund without undue delay and, in any event, within 14 days of being informed of your withdrawal; we may defer it until we receive the returned goods or proof of their dispatch, whichever happens first. The time for the amount to appear on your statement then depends on your bank or payment provider.
7. Your statutory rights
Nothing in this policy limits the rights you have under the law in your country of residence. Where a mandatory rule gives you greater protection than this policy, that rule applies.