Refund policy
At Terre de Mars, we are committed to offering high-quality cosmetic products. If you are not completely satisfied with your purchase, we will assist you with the return or refund process, in accordance with French legislation, particularly the Consumer Code.
1. Right of withdrawal and returns
You have a period of 14 days from the receipt of your order to exercise your right of withdrawal without reason, in accordance with Article L.221-18 of the Consumer Code. This period applies to products received by you or a third party designated by you (other than the carrier).
Eligibility Conditions
To be eligible for a return, the item must be:
Non used and unopened.
In its original sealed packaging.
In the same condition as when received.
For hygiene reasons, opened cosmetic products or those whose safety seal has been broken cannot be returned, except in the case of a proven defect (Article L.221-28 of the Consumer Code).
Proof of purchase
Proof of purchase (order number, receipt, or invoice) is required for all returns.
2. Non-returnable items
Except in case of defect or error on our part, the following items cannot be returned:
Opened cosmetic products or those whose safety seal has been broken.
Gift cards.
Items on sale or purchased during a final promotion, unless otherwise provided by law.
3. Return process
Étape 1 : Return request
Contact our customer service at contact@terredemars.com indicating:
Your order number.
La raison du retour (optional in case of withdrawal).
Step 2: Return Authorization
Après validation, nous vous enverrons une autorisation de retour et des instructions détaillées. Ne retournez aucun article sans autorisation préalable.
Step 3: Return Shipping
Return the products to our logistics warehouse:
Endurance / Terre de Mars SAS
537 rue Hélène Boucher, LOT 5, 78530 Buc, France
Return fees: Return shipping costs are your responsibility, unless the return is due to a defective product, a preparation error, or a legal provision to the contrary in your country of residence. We recommend using a trackable shipping method (e.g., Colissimo recommended) with insurance. Terre de Mars is not responsible for lost or damaged parcels without proof of delivery.
4. Refunds
After receiving and inspecting the products returned to our logistics warehouse, we will inform you by email of the approval or rejection of your refund request. If approved, the refund (including the initial shipping costs, if applicable) will be made via the original payment method within 14 days from the receipt of the products or proof of their return (Article L.221-24 of the Consumer Code).
5. Defective or incorrect products
If you receive a damaged, defective, or incorrect product, please contact us within 7 days of receipt at contact@terredemars.com, attaching photos of the product and its packaging if possible. We will cover the return shipping costs to our logistics warehouse and offer, at the customer's choice:
A replacement with an identical or equivalent product.
A full refund.
6. Exchanges
Exchanges are only possible for defective or damaged products. In other cases, you will need to make a return and place a new order for the desired product.
7. Mediation
In case of dispute, you may use a consumer mediator, in accordance with Article L.612-1 of the Consumer Code. The mediator's contact details are available on www.terredemars.com or upon request at contact@terredemars.com. You can also use the European online dispute resolution platform: http://ec.europa.eu/odr.
8. Contact
Pour toute question concernant notre politique de remboursement et de retour, contactez notre service client :
Terre de Mars SAS
2 rue de Vienne, 75008 Paris, France
📩 contact@terredemars.com
Telephone: +33972120397
9. Applicable law
This policy is subject to French law. In the event of a dispute, the competent court will be that of the defendant's domicile or the place of actual delivery (Article 42 of the Code of Civil Procedure).
