Would you like to return one or more items from your Air d'Orient order?
This page explains how to exercise your legal right to cancel and how to send your items back to us.
Under Directive 2011/83/EU and the French Consumer Code, you have 14 days from receiving your order to cancel your purchase, without giving any reason.
If your order arrives in several parcels, the period starts when you receive the last one.
⚠️ Sending the product back without telling us first is not enough to cancel: we need your statement to know which order it relates to. You can send it to us using the form below.
Fill in the form below (name, order number and email) and click “cancel contract here”; then confirm your decision with the “confirm cancellation” button. We will send you without delay, by email, an acknowledgement of receipt showing the content of your cancellation and the date and time it was sent.
You can also write to us directly at contact@airdorient.fr with the subject line “Cancellation — (your name)”, using, if you wish, the model cancellation form (downloadable here); you do not have to use it.
Under Article 16 of Directive 2011/83/EU, the following cannot be returned under the right to cancel:
To cancel your purchase and return one or more items, fill in the form below:
Once we receive your request, we will email you within 48 hours.
We will send you the instructions and the return address (in France or in your country, depending on the product) and, where possible, a prepaid return label.
You have 14 days from sending your request to return the product to us. If possible, return it with its packaging, accessories and instructions, and keep your proof of postage.
If we send you a prepaid return label, the return costs you nothing. Otherwise, return costs are your responsibility.
We refund everything you paid, including standard delivery costs, using the same payment method you used for the purchase and at no cost to you, within 14 days of receiving your cancellation. We may wait until we have received the product, or proof that you have sent it back, before refunding you. If the product comes back damaged as a result of handling beyond what is necessary to establish its nature, characteristics and functioning (as you could in a shop), we may deduct that loss of value from the refund.
If your product has arrived damaged, is faulty or does not match your order, write to us at contact@airdorient.fr. We advise you to do so as soon as possible, but telling us later does not make you lose the legal guarantee, which covers you for at least 2 years from delivery (Article 12 of our terms and conditions).
To help us resolve it faster, please tell us:
Our team will reply within 24 to 48 hours. If necessary, we will give you the return address and offer you a replacement or, if that is not possible, a refund, at no cost to you (delivery costs included), under the legal guarantees (Articles L217-3 to L217-20 of the French Consumer Code and the mandatory rules of the country where you live).
For more information about our returns and refunds policy, please read Articles 9 to 13 of our terms and conditions of sale.
