Returns and refunds

If you change your mind, you have 7 days from delivery to request a return, from your order's tracking page. We answer every request; acceptance depends on the condition of the item. Our supplies are sold by length and by weight: a started spool, a cut thread, an unrolled length or an opened box cannot be resold, and so is not taken back on a change of mind. We would rather write it plainly than discover it together at the point of return.

This change-of-mind window is a commercial commitment of ours. It adds to your rights for faulty items and to the legal warranty described below, and limits neither. The conditions in this section (spool not started, thread not cut, roll not unwound, box not opened) apply only to a change of mind.

If the item you receive is faulty, or is not what you ordered, you may refuse it at the door, or send it back to us in its original packaging within four (4) working days of delivery, telling us why. Return costs are ours. We then deliver the right item, repair it, exchange it or refund you within fifteen (15) days. This applies even if you opened the packaging to find the fault. (Law no. 18-05 of 10 May 2018 on e-commerce, article 23.)

If the mistake is ours — wrong reference, wrong colour — or the item arrived damaged, we take it back or replace it at our cost, even after that window.

The appliances, instruments and tools we sell carry the legal warranty by right (Law no. 09-03 of 25 February 2009 on consumer protection and fraud prevention, article 13; Executive Decree no. 13-327 of 26 September 2013). Its length is shown on each product's page: at least six (6) months, and twelve (12) months for the categories the regulations set at twelve months, such as measuring devices, portable electric tools, and batteries and accumulators. It runs from delivery. If a fault appears during that period, we repair the item, replace it or refund you at no cost to you: transport both ways is ours. We carry out the warranty within thirty (30) days of your report. After a repair, the warranty is extended by at least thirty (30) days. Within ten (10) days, and at our cost, we may propose that we examine the fault together. No clause can reduce or remove this warranty.

Within 7 days of delivery, make your request from your order's tracking page (reason "faulty"). After that, and for as long as the warranty runs, write to us from the Contact page, or on WhatsApp, by phone or by email, with your order number: a report in writing, or made by any other means, is valid. Keep the item and, if you can, send us a photo of the fault. We arrange collection and return delivery, at our cost.

Because payment is cash on delivery, a refund is made by CCP transfer or, if you prefer, as a credit against a future order. We agree the method with you before doing anything.

We call you before every dispatch to confirm the items, the address and the amount. A faulty item and the legal warranty are handled at our cost, as described above.

On delivery you may open the parcel and check what is inside before you pay the courier. If it is not right, refuse it: you pay nothing.