Yzenaia
29 avenue de la Croix Blanche, Apt D115, 33670 Créon, France
SIREN 992849398 · shop@yzenaia.com
1. Your right of withdrawal (14 days)
In accordance with Articles L221-18 et seq. of the French Consumer Code, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to give a reason or pay any penalty.
To exercise it, inform us of your decision by email at shop@yzenaia.com before this period expires, stating your order number and the items concerned. You may use the model form at the bottom of this page, but this is not mandatory.
No return can be made without a prior request. Parcels returned without our agreement cannot be accepted.
2. Return costs
The cost of returning items is your responsibility.
We strongly recommend using a tracked shipping service: if the return parcel is lost, no refund can be issued unless you can provide proof of shipment.
Items must be returned to us within 14 days of your withdrawal request, to the following address:
Yzenaia
29 avenue de la Croix Blanche, Apt D115
33670 Créon, France
Return costs are covered by us in the following cases: defective item, item damaged in transit, item not matching your order, or an error on our part.
3. Condition of returned items
Items must reach us in a condition that allows them to be resold:
- balls of yarn unused, not started and not unwound;
- original bands, labels and packaging intact;
- accessories complete, not assembled and not modified.
You are liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and proper functioning. A returned item that has been started, used, soiled or whose packaging has been destroyed may result in a refund reduced in proportion to its loss of value, or even in the return being refused if the item can no longer be sold.
A note about colors
Colors may vary depending on your screen settings, and yarn looks noticeably different in the ball than once crocheted: the twist of the yarn and the texture of the stitches change the way light catches it. Before returning an item because of its shade, please contact us: we can point you to videos on our channel where the color appears on a finished project.
4. Refunds
We will notify you as soon as we have received and checked your return. If it is accepted, you will be refunded to your original payment method within a maximum of 14 days from the date we receive the items, or from the date you provide proof of return shipment, whichever is earlier.
The refund covers the price of the returned items and the standard shipping costs originally charged. If you chose a more expensive shipping method than the standard option, the refund of shipping costs is limited to the standard shipping rate. For partial returns, the original shipping costs are not refunded.
The time it takes for the refund to appear on your bank account then depends on your bank. If more than 15 business days have passed since your refund was confirmed, please contact us at shop@yzenaia.com.
5. Exchanges
As a goodwill gesture, and as an alternative to a refund, we are happy to offer an exchange for another color or another item.
It works as follows:
1. Tell us by email which item you would like instead.
2. Return the original item to us under the conditions described in sections 2 and 3.
3. Once we have received and checked it, we ship your new item. The shipping costs for this second shipment are your responsibility.
Any price difference between the two items will be settled by an additional payment or a partial refund.
Exchanges are an option we offer for your convenience: you remain free to choose the refund described in section 4.
6. Items excluded from the right of withdrawal
In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to:
- PDF patterns and digital content whose delivery has begun with your express consent and your explicit waiver of your right of withdrawal. As the download link is sent immediately after payment, these products can be neither returned nor refunded;
- custom-made or personalized items made at your request (bags made in a specific color, size or finish);
- unsealed items that cannot be returned for hygiene reasons.
7. Damaged, defective or incorrect items
Please check your order as soon as you receive it. If an item is defective or damaged, or if you received an item different from the one you ordered, contact us as soon as possible at shop@yzenaia.com, with photos. We will then cover all return costs and replace or refund the item.
8. Legal warranties
Regardless of this policy, you are entitled by law to:
- the legal guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code), which allows you to obtain the repair or replacement of non-conforming goods for 2 years from delivery;
- the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code), for 2 years from the discovery of the defect.
These warranties are free of charge and independent of any commercial commitment. To use them, contact us at shop@yzenaia.com.
9. Consumer mediation
If a dispute cannot be resolved directly with us, you may refer it free of charge to a consumer mediator, in accordance with Article L612-1 of the French Consumer Code.
After sending us a written complaint, if you are not satisfied with our response, you may contact:
CM2C
49 rue de Ponthieu, 75008 Paris, France
Phone: +33 1 89 47 00 14
Website: https://www.cm2c.net/declarer-un-litige.php
Email: litiges@cm2c.net
10. Contact us
For any question about a return: shop@yzenaia.com
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Yzenaia, 29 avenue de la Croix Blanche, Apt D115, 33670 Créon, France · shop@yzenaia.com
I hereby give notice that I withdraw from my contract for the sale of the following goods:
- Ordered on: .......... / Received on: ..........
- Order number: ..........
- Item(s): ..........
- Name of consumer: ..........
- Address of consumer: ..........
- Date: ..........
- Signature (only if this form is sent on paper): ..........
This English translation is provided for convenience only. In case of any discrepancy, the French version prevails.
– survol
