Refund policy

English version. Last updated: 14 October 2026

In short

Every necklace is made to your specifications (your two letters): there is no right of withdrawal (article L221-28, 3° of the French Consumer Code). We do not take back a necklace that matches your order because you have changed your mind.
If the mistake is ours, we remake it and ship it to you free of charge (or refund you, as you choose): this is our commercial guarantee, valid for 2 years.
Your legal guarantees (2-year conformity, hidden defects) always apply on top.

1. Why there is no right of withdrawal

The 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. Your two letters make each necklace a piece prepared for you, to your order. You are told this on the product page and in the cart, before ordering.

Should Marquoir sell a non-personalised item, the 14-day right of withdrawal would apply to that item as normal (see section 7 of the Terms of Sale).

2. Our commercial guarantee: we remake it, free of charge

The full commercial guarantee contract is in section 10 of the Terms of Sale and its essential terms are restated in your confirmation email. In short:

Duration: 2 years from receipt (for a lost parcel: from the latest delivery date). Territory: worldwide. Price: free.
Covered, if the mistake is ours:
a letter other than the one you ordered, or letters in a different order from your order;
a finish (gold-tone / silver-tone) or length different from your order;
a manufacturing defect (soldering, engraving, clasp, bail…);
a necklace that arrives damaged, or a lost parcel.
What we do: at the customer's choice, we remake your necklace and send it to you at no cost, or give you a full refund.
Not covered: an input error on your side (the necklace matches what you ordered); normal wear; impact or damage occurring after receipt; prolonged contact with chemicals (perfume, chlorine, cleaning products).

How: email contact@marquoir.com with your order number, a photo of the necklace and one sentence describing the problem. We reply within 2 business days. We usually do not ask you to send the faulty necklace back; if we do, return shipping is at our cost. Write to us as soon as possible: we will act all the faster.

This guarantee is in addition to, and does not replace, the legal guarantee of conformity and the guarantee against hidden defects.

3. Legal guarantees

Regardless of the commercial guarantee above, you benefit from:

the legal guarantee of conformity: 2 years from delivery; during this period you only need to prove the defect exists, not when it appeared. You are entitled to repair or replacement within 30 days, free of charge, or failing that a price reduction or refund (articles L217-3 et seq. of the French Consumer Code);
the guarantee against hidden defects: 2 years from discovery of the defect (articles 1641 to 1649 of the French Civil Code).

The full legal notice is in section 9 of the Terms of Sale.

4. Refunds

When a refund is due, we make it using the same payment method as your order, at no cost to you:

under the "we remake it" commercial guarantee: within 14 days of our agreement;
after cancellation for late delivery: no later than 14 days after the date on which you cancelled the order;
under the legal guarantees: within the time limits set by law.

The time it takes to appear on your account depends on your bank or payment provider.

5. Cancelling an order

As preparation starts quickly, email contact@marquoir.com as soon as possible if you made an input error. If preparation has not started, we correct or cancel at no cost; if it has started, we cannot guarantee the change.

If the latest delivery date is exceeded, you may cancel your order under the Shipping Policy.

6. Contact

contact@marquoir.com — phone: +33 (0)7 43 53 55 62 — Adem Nasri, Marquoir, 12 rue d'Orchampt, 75018 Paris, France.