Refund Policy – Brillance Cachée

Last updated: October 2025

This refund policy defines the conditions under which customers of the website https://brillancecachee5.wixsite.com/brillance-cachee may obtain a partial or full refund for their order.

The website is operated by Brillance Cachée, a sole proprietorship registered under SIREN number 990 097 719, with its registered office located at 7 Route de Bruyères, 88470 La Salle, France.
Contact: brillancecachee@gmail.com – +33 6 31 01 06 68

1. Products concerned

Brillance Cachée offers two types of products:

• In-stock products, shipped quickly after order confirmation;

• Custom-made or made-to-order creations, which require a specific production time.

Refund conditions may vary depending on the type of product ordered.

2. Right of withdrawal (Articles L221-18 et seq. of the French Consumer Code)

In accordance with French consumer law, customers have a 14-day withdrawal period from the date of receipt of their order to exercise their right of withdrawal, without having to provide justification or pay any penalties.

This right does not apply to:

• Personalized or custom-made products;

• Products that have been opened, used, or damaged after delivery.

To exercise this right, the customer must send a written request by email to brillancecachee@gmail.com, including their full name, order number, and the reference(s) of the product(s) concerned.

3. Return conditions

Returns must be sent in their original packaging, complete and in perfect condition, to the following address:

Brillance Cachée
7 Route de Bruyères
88470 La Salle
France

• In the event of an ordering error or change of mind, return shipping costs are borne by the customer.

• In the event of a damaged or broken product upon receipt, return shipping costs are covered by Brillance Cachée, upon presentation of photo evidence.

No return will be accepted without prior approval from customer service.

4. Damaged or defective products

If a product is received broken, incomplete, or non-compliant, the customer must notify brillancecachee@gmail.com within 48 hours of receipt, attaching clear photos of the issue.

After verification, Brillance Cachée will offer:

• A replacement of the product if possible; or

• A full refund if replacement is not feasible.

5. Refund timeframe

Refunds are issued within 14 days from receipt of the returned item or the validation of the refund request.
Refunds are processed using the same payment method used for the original purchase (credit card, PayPal, or bank transfer).

6. Non-refundable items

The following items are not eligible for a refund:

• Custom-made or personalized orders (unique creations, themed diamond paintings, items with names, etc.);

• Used, damaged, or incomplete items after receipt by the customer;

• Unclaimed or lost parcels returned to sender due to incorrect or incomplete delivery information.

7. Customer service and contact

For any request regarding a refund, return, or exchange, please contact:

📧 brillancecachee@gmail.com
📞 +33 6 31 01 06 68

Brillance Cachée is committed to handling each request with care and transparency, in full respect of consumer rights and the unique nature of handmade creations.