Return Policy

RETURN - REFUND - WITHDRAWAL

1. Item Warranty

All items sold on Le-Cowboy.com are new and guaranteed against any defects. They are identical to those found in traditional retail and come from carefully selected suppliers.

2. Defective or Non-Conforming Products

If a received item is defective or non-conforming, the buyer has 14 days from receipt to request an exchange or refund. In this case, it is imperative to send an email to contact@le-cowboy.com, accompanied by a detailed description and photos of the observed defect.

3. Change of Delivery Address

If there was an error in the delivery address at the time of order, please contact us within 24 hours after completing your purchase. After this period, we cannot guarantee the address change, and in case of non-delivery or routing error, Le-Cowboy.com cannot be held responsible.

4. Right of Withdrawal

4.A Right of withdrawal within the European Union

In accordance with current regulations, you have a right of withdrawal of 14 days from receipt of the products. You then have an additional 14 days to return the concerned items. This right applies only to customers residing in the European Union.

If your order includes multiple products, the withdrawal period starts from the receipt of the last item. To exercise this right, please send an email to contact@le-cowboy.com.

4.B No right of withdrawal for Canada and Switzerland

Canadian and Swiss laws do not provide a right of withdrawal for online purchases.
Therefore, for any order delivered to Canada or Switzerland, sales are considered final and binding upon validation.

No returns, exchanges, or refunds for personal convenience (change of mind, size error, preference, etc.) will be accepted for these destinations.

A return can only be considered in case of:

  • delivered defective product, or

  • wrong item shipped.

In these exceptional cases, the customer must contact our customer service within 72 hours following delivery, with supporting photos.

5. Return Conditions

  • Deadline: Our return policy is limited to 14 days after delivery. Beyond this period, we cannot accept refunds or exchanges.
  • Product condition: Items must be returned new, unused, complete, and in their original intact packaging. All accessories, user manuals, and documentation must be included.
  • Return shipping costs: Return shipping costs are the responsibility of the customer.
  • Package tracking: To ensure receipt of your return, we recommend sending with signature confirmation. Without this option, no claim can be accepted in case of package loss.

6. Fees in Case of Package Return

6.1 Return fees in case of delivery refusal or non-collection of the package

If a package is refused upon delivery or not collected within the timeframe set by the carrier, resulting in its return to our warehouse, return fees will be deducted from the refund. Additionally, a 15% restocking fee will be applied to cover the processing, inspection, and restocking of the items. Initial shipping costs are non-refundable.

6.2 Return fees in case of refusal of customs fees

Some orders shipped to foreign countries or territories may be subject to customs fees or local taxes imposed by the competent authorities. These fees are the sole responsibility of the customer. However, we commit to refund these fees once the customer provides proof of payment.

If the customer refuses to pay customs fees, causing the package to be returned to our warehouse, return fees will be deducted from the refund. Additionally, a 15% restocking fee will be applied.

6.3 Restocking fees in case of voluntary return

In case of withdrawal or return not resulting from a product defect, a 15% restocking fee will be deducted from the refund. These fees cover the processing, inspection, and restocking of the items.

7. Undelivered Order

If you declare that you have not received your order, we will ask you to provide all documents required by our services (including a sworn statement if tracking indicates "DELIVERED" but you claim not to have received your package). These documents must be submitted within 14 calendar days from our first exchange. After this period, the case will be automatically closed.

8. Proof of Delivery and Transfer of Responsibility

Le-Cowboy.com's responsibility regarding delivery ends when the carrier certifies the effective handover of the package to the address provided by the customer, in accordance with Article L.216-2 of the Consumer Code.

A delivery certificate provided by the carrier (including electronic tracking and/or a photo of the drop-off) constitutes proof of delivery, provided it is clear, precise, and allows identification of the drop-off location (identifiable mailbox, front door, or other designated reception point).

In the absence of specific instructions from the customer (e.g., delivery to a relay point, with signature, to another address), delivery to the provided address is presumed to have been validly completed.

However, Le-Cowboy.com cannot be held responsible for loss or theft after confirmed drop-off if:

  • The customer did not subscribe to the optional insurance covering risks of loss, theft, or breakage.
  • The customer was aware of a security issue related to their delivery address (damaged, inaccessible, or unsecured mailbox) without informing us before shipment to adapt the delivery.

In case of dispute, Le-Cowboy.com commits to reviewing the evidence provided by the customer and the carrier to find a fair solution.

9. Refund

Refunds will be made within a maximum of 14 business days after receipt of the returned package. No refunds will be accepted by cash on delivery.