Shipping policy
5. Delivery
5.1. Delivery methods
The products are delivered to the address indicated by the Customer when placing the order. It is the Customer's responsibility to provide an accurate and complete address. Pyrène Performance may not be held liable in the event that delivery is impossible due to an error or omission in the information provided by the Customer.
Delivery charges and times are specified at the time of the order. These times are indicative and depend on the carriers. Pyrène Performance may not be held liable for delays attributable to the carrier or to external circumstances (strikes, weather conditions, etc.).
5.2. Receipt and inspection of products
It is the Customer's responsibility to check the condition of the products upon receipt in the presence of the carrier. In the event of visible damage (damaged packaging, missing or damaged product), the Customer must make precise and detailed reservations on the delivery note or any other document provided by the carrier.
These reservations must be confirmed in writing to the carrier within a period of 48 working hours, in accordance with article L. 133-3 of the Code de commerce (French Commercial Code), and a copy of this claim must be sent to Pyrène Performance within the same period. Failing this, no claim relating to damage occurring during transport can be accepted.
5.3. Liability in the event of delay or non-delivery
Pyrène Performance undertakes to make every effort to comply with the announced delivery times, but may not be held liable for delays attributable to the carrier, to the Customer (e.g.: absence at the time of delivery), or to a case of force majeure. In the event of a delay or non-delivery, Pyrène Performance undertakes to investigate with the carrier. This process may take several days before a solution is proposed (re-shipment or refund, as the case may be).
5.4. Force majeure and unforeseen events
Pyrène Performance may not be held liable for delays or impossibilities of delivery due to cases of force majeure or to unforeseen events beyond its control (pandemics, strikes, natural disasters, etc.). In such situations, Pyrène Performance undertakes to inform the Customer as soon as possible and to propose a suitable solution (postponement of delivery, refund, or other).
5.5. Unclaimed parcels
If a parcel is returned to Pyrène Performance because it was not claimed by the Customer from the carrier or the pick-up point within the allotted time, the costs of return and of any re-shipment will be borne by the Customer. If the Customer prefers to cancel the order after the parcel has been returned, Pyrène Performance will refund the amount of the order excluding delivery charges.
5.6 International Delivery Conditions For deliveries outside France, the Customer is responsible for any customs duties, local taxes or other additional charges imposed by the local authorities. The delivery times indicated for international orders are purely indicative and may vary depending on customs formalities.
6. Right of Withdrawal and Returns
6.1. Right of withdrawal
In accordance with the applicable legal provisions, the Customer has a period of fourteen (14) calendar days from receipt of their order to exercise their right of withdrawal, without having to give reasons or to bear any penalties.
However, the right of withdrawal does not apply to products that have been opened, used or whose original packaging has been damaged, in particular for reasons of health or hygiene (e.g.: food products).
6.2. Return procedures
To exercise their right of withdrawal, the Customer must notify their decision to Pyrène Performance by e-mail to contact@pyrene-performance.com or by post to the address indicated.
The products must be returned in their original condition, unused, complete (packaging, accessories, etc.), and in perfect resalable condition. Failing this, Pyrène Performance reserves the right to refuse the refund. Return costs are borne by the Customer, except in the event of a non-conforming or defective product.
6.3. Non-conforming or defective products
In the event of a non-conforming product or one with a proven defect, Pyrène Performance will, at its choice, replace the product or issue a refund, provided that the Customer reports the problem within a period of seven (7) days following receipt. Pyrène Performance may require proof of the defect or non-conformity, such as photographs, before accepting a return.
6.4. Refund
Refunds will be made within a maximum period of fourteen (14) days after receipt of the returned products, subject to their conformity with the conditions set out above. The refund will be made using the same payment method as that used for the order. The initial delivery charges are not refundable, except in the event of an error attributable to Pyrène Performance.
6.5 Return policy for international sales For international orders, the Customer is responsible for the return costs, except in the event of a defective or non-conforming product. Pyrène Performance will not cover any customs fees or taxes related to the return of the products. For orders placed outside the European Union, the right of withdrawal may not apply, depending on the Customer's local legislation. We invite international Customers to check the rules applicable in their country before placing an order.