Ouatelle is your only point of contact. We will never send you off to the manufacturer or a supplier: French law makes us solely responsible to you, and that's exactly as it should be. One address, one answer.
14 days to change your mind
You have 14 days from receipt of your order to tell us you're sending it back. You don't have to justify yourself — no reason, no explanation, no form to fill in. A message is enough.
What we ask: that the item comes back in a condition that allows it to be resold, with its original packaging and accessories. A product that's been tried out is normal; a product that's damaged or has been used for two weeks is not.
Return shipping is at your expense, unless the item is faulty or doesn't match what was advertised — in that case we cover it in full.
We refund your entire order, initial delivery costs included, at the latest 14 days after receiving the parcel or proof of its dispatch, using the same payment method you used for the purchase.
The legal warranty of conformity: 2 years
All our new products are covered for 2 years from delivery by the legal warranty of conformity (articles L217-3 and following of the French Consumer Code). It applies if the product doesn't match its description, doesn't work as it should, or breaks down under normal use.
In practice:
- You have nothing to prove during those 24 months: the defect is presumed to have existed from the start.
- You choose between repair or replacement, at no cost whatsoever — no parts, no labour, no shipping.
- We have 30 days at most to repair or replace the product after your request.
- If we repair it, the warranty is extended by 6 months: it goes from 24 to 30 months.
- If repair and replacement are impossible, you can ask for a price reduction or a refund.
The hidden defects warranty
Independently of the warranty of conformity, you benefit from the legal warranty against hidden defects (articles 1641 and following of the French Civil Code). It covers defects not visible at purchase that make the product unfit for its use, and you can invoke it for 2 years from the discovery of the defect. It entitles you to a refund or a price reduction.
These two warranties are free, apply in addition to one another, and no sales terms can reduce them.
Damaged parcel or missing item: tell us within 48 hours
If the box is crushed, if a product is broken when you open it or if something is missing, write to us within 48 hours with photos: the unopened parcel, the label, and the product as you found it.
This time limit is not a condition of your rights — they remain intact whatever happens. It's simply the time we have to invoke the transport insurance. After that we will still compensate you, but we will no longer be able to claim against the carrier.
What the warranties don't cover
Normal wear, knocks and drops, use contrary to the instructions, connection to the wrong voltage, or modification of the product. For heated and electrical items, follow the usage times and instructions given on the product page.
How to reach us
Write to us from the Contact us page, quoting your order number and, if possible, a photo. We answer every message, in French, within 24 working hours.