Shipping, Exchange and Return Policy
DELIVERY
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The delivery times indicated on the payment page, regardless of the destination, are given in business days. Unless exceptional circumstances prevent us from doing so, we take every measure to fulfill your order within 7 to 10 business days of the shipping date. Please note that we do not ship on Sundays or public holidays. Order processing delays should also be expected during holiday periods, the summer season, and special events, including Cyber Monday, Black Friday, and the Christmas period.
Someone must be available between 8 a.m. and 5 p.m. to receive the delivery. This person must be able to confirm that the goods received are indeed those ordered. Otherwise, the order may be delivered to the mailbox, the concierge, or a collection point. The delivery date may vary depending on factors such as the carrier's delivery practices, the delivery location, the delivery method, and the items ordered.
Furthermore, the items can be shipped in separate shipments .
If an item is not collected from the collection point within the allotted time, or if the delivery information is incorrect and the parcel is returned to the sender, a new shipment will be sent free of charge until the correct item is received.
You must notify us of any item damaged in transit within 24 hours of receipt. If the box is damaged during transit, the item must be refused.
If you do not receive your order, even though the tracking information indicates successful delivery, please send us an email to hello@steamplus.fr.
We will then open an investigation with the relevant delivery service. If, however, the delivery service does not confirm successful delivery of the package, we will immediately resend your order or issue a refund, according to your preference.
RETURNS
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Our return policy lasts 14 days.* If 14 days have passed since the delivery date of your order, we unfortunately cannot offer you a refund/credit or exchange.
To be eligible for a return, your item must be in perfect condition, unused, clean with its accessories and in the same condition in which you received it (excluding items mentioned below which are not eligible for returns).
It is the customer's responsibility to retain proof of return, which implies return via registered mail or any other method that provides tracking and establishes a verifiable date of shipment. Return shipping costs are the responsibility of the buyer. The buyer is free to choose, at their own risk, their preferred return method other than delivery to a collection point.
If your tracking information indicates that your package has been delivered to us, but we do not have it in our possession, it is your responsibility as the sender to open a dispute with the logistics service you selected. To validate the return of your order, we will need a statement from the logistics service confirming delivery of the package.
Returns are at the buyer's risk and expense and must be sent to an address outside the EU (China). It is strongly recommended to declare the value of the returned merchandise and insure the package against loss.
For returns, please email us at hello@steamplus.fr. To process a return, you must provide a receipt or proof of purchase and return your package according to the conditions above.
In the following situations, the refund/credit may only be partial, or even non-existent:
- Any item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
- Any item that does not comply with our terms and conditions.
* Please note that for hygiene and health protection reasons, returns and exchanges do not apply to the following unsealed goods: cosmetic products. For these products, the right of withdrawal does not apply, and the contract is therefore a final sale (unless your item arrived damaged or was deemed defective*).
Each return request must be made by email to hello@steamplus.fr or from your customer account.
The return request must include the following information:
- Full identity of the recipient
- Purpose of the request
- Reason for return request: description of the facts
- Amount paid
To return your products, please send us an email to hello@steamplus.fr if you are eligible.
Once we have received and inspected the returned item, we will send you an email to confirm receipt. We will also inform you of our decision regarding the approval or rejection of your return request.
Missing items or incorrect products received
If any item is missing upon opening your package, please contact our customer service department at hello@steamplus.fr so that one of our agents can check the weight of your package and return the item to you in the event of an incorrect weight.
Please note that in the case of an order containing different products, these may be delivered separately.
If you received the wrong product (size, color, model, etc.), we will send you the correct product within 7 business days of your notification. Notification must be made by email to the following address: hello@steamplus.fr . within 30 days.
If your item is deemed defective, you have 14 days from the date of receipt to notify us. After this period, no refund, credit note , or exchange will be granted. Once confirmed, a new item will be sent to you.
Out of stock
If an item is out of stock, you will receive a refund of the original item price or a refund.
Gifts
If the returned item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.
If the item was not marked as a gift at the time of purchase, or if the gift giver preferred to receive the item first to give it to you later, we will send a refund to the gift giver and they will be notified that you returned the item.
Refund
In the event of a refund, it will be processed upon confirmation by our customer service department. You will then receive an email confirming the order refund.
The refund will be issued to the payment method used to pay for your items.
For credit card payments, it takes 10 to 15 business days for the refund to appear in your bank account.
With PayPal, the refund is displayed immediately.
Shipping
Our items are shipped within 24 to 72 business hours depending on the product ordered and available stock.
You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item worth more than €80, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without a tracking number.