This page explains how to return a product bought from our online shop and how we refund you. It applies to purchases made by private customers on chateautremouries.com. Any question? Call us on +33 4 94 54 66 21 or email chateau.tremouries83@gmail.com.
The seller
Château Trémouriès, 1698 Route de la Mole, 83310 Cogolin, France.
Wine-growing estate operated by PIALUX INVEST S.A., registered with the Fréjus Trade and Companies Register under number 409 574 050, EU VAT number FR76409574050.
When your parcel arrives
We deliver within mainland France by express carrier. Delivery costs €32 for orders up to €120, €65 between €120 and €269, and is free above €269. If you pay by cheque, we ship your order once the cheque has cleared.
We remain responsible for the goods until the parcel is in your hands. Check the box and the bottles in front of the driver. If bottles are broken or the parcel is damaged:
- write precise reservations on the delivery slip (number of broken bottles, state of the box), or refuse the parcel;
- let us know within 48 hours, with photos of the parcel and the bottles;
- we send you replacement bottles at our expense, or refund them.
These reservations allow us to claim against the carrier. If you receive a product that does not match your order, let us know too: we take it back and send you the right one, at no cost to you.
Changed your mind? 14 days to withdraw
You have 14 days from receipt of your order to withdraw from the purchase, without giving any reason (article L221-18 of the French Consumer Code). If the order arrives in several parcels, the period starts when you receive the last one.
- Before the period ends, send us your decision by email or by post, with your name, order number and the products concerned. The model form at the bottom of this page saves you time, but you do not have to use it.
- Within the following 14 days, send the products back to: Château Trémouriès, 1698 Route de la Mole, 83310 Cogolin, France. Return shipping costs are your responsibility.
- Pack the bottles in a box designed for shipping wine: you remain responsible for the parcel during the return journey.
We take back products in perfect condition: bottles unopened, with their original capsule and cork, label undamaged. A bottle opened or damaged after delivery loses its value, and we may deduct that loss from the refund (article L221-23 of the French Consumer Code).
Your refund
We refund you no later than 14 days after receiving your withdrawal decision. We may wait until we have received the products, or proof that you have sent them, before refunding you.
- Refunded: the price of the products and the delivery costs paid with the order.
- Not refunded: the return shipping costs.
- How: with the payment method used for the order. A PayPal payment is refunded to your PayPal account, a cheque payment by cheque, or by bank transfer if you ask us.
A corked or faulty bottle
A natural cork can occasionally give the wine a musty taste. If a bottle seems corked, keep it with its cork and at least two thirds of its contents, then contact us. Once we have checked it, we replace or refund it. The same applies to an olive oil with a defect.
Your legal guarantees
In addition to the right of withdrawal, you benefit from the legal guarantee of conformity for 2 years from delivery (articles L217-3 and following of the French Consumer Code) and from the guarantee against hidden defects (articles 1641 and following of the French Civil Code). If a product is defective, you can ask for a replacement, or failing that a price reduction or a refund.
Model withdrawal form
Copy it into an email or send it by post, only if you wish to withdraw.
To Château Trémouriès, 1698 Route de la Mole, 83310 Cogolin, France, chateau.tremouries83@gmail.com:
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Products: …
Ordered on: … / received on: …
Order number: …
Name: …
Address: …
Signature (only if sent by post): …
Date: …
Contact us
Château Trémouriès, 1698 Route de la Mole, 83310 Cogolin, France
Phone: +33 4 94 54 66 21
Email: chateau.tremouries83@gmail.com
Or use our contact form.
