RETURN POLICY

At COEO, we are committed to providing you with a quality shopping experience. However, product returns are subject to the conditions described below. We invite you to review them before making any return or refund request.

RIGHT OF WITHDRAWAL FROM THE ORDER

In accordance with the applicable regulations within the European Union, the right of withdrawal is exclusively reserved for consumers, that is to say, individuals acting for purposes not related to their commercial, industrial, artisanal, liberal or agricultural activity.

Orders placed by professionals, businesses, associations, local authorities or any other legal entity do not benefit from any right of withdrawal, unless otherwise provided by mandatory legal provisions.

The provisions relating to the right of withdrawal set out in this policy apply exclusively to consumers benefiting from this right under European Union regulations. For orders delivered outside the European Union, no right of withdrawal may be invoked unless a contrary mandatory legal provision applies.

As a consumer, you have a period of fourteen (14) calendar days from the receipt of the goods to exercise your right of withdrawal without having to justify your decision.

The withdrawal period begins on the day you, or a third party designated by you other than the carrier, take physical possession of the product.

After this fourteen (14) day period, no request for withdrawal will be accepted.

Conditions

To exercise this right, you must notify us of your decision in an unambiguous manner:

• by email to the address: contact@coeo-design.com
• via our online contact form
• or by means of our withdrawal form

You can find a template for the withdrawal form on the Public Service website.

Return eligibility conditions

• The product must be returned complete, with all its accessories, instructions, fixing parts, and original packaging.
• The product must be returned in a condition allowing it to be resold.
• The customer is only permitted to handle the product to the extent necessary to verify its nature, characteristics, and proper functioning.
• Any manipulation beyond this verification may result in a reduction of the refund corresponding to the observed loss of value.
• Products showing signs of use, installation, wear, deterioration, modification or transformation may be subject to a depreciation or a refusal of refund when their resale in new condition is impossible.

Particular case of fire pits, kamados, gas barbecues and outdoor kitchens

Given the nature of the products marketed by COEO, any product:

• that has been lit;
• that has been used for cooking;
• that has contained wood, charcoal, pellets or any other fuel;
• that has been connected to a gas supply;
• showing signs of smoke, combustion, grease, heating or soot;
• that has been installed or used outdoors;

can no longer be considered as new.

In this case, COEO reserves the right to apply a depreciation corresponding to the actual loss of value of the product or to refuse the refund when its resale in new condition has become impossible.

Excluded products

The following products are not eligible for the right of withdrawal:

• customised products or made according to the customer's specifications;
• made-to-measure products;
• sealed goods that cannot be returned for reasons of hygiene or health protection once their seal has been removed;
• any product excluded from the right of withdrawal by applicable legal provisions.

Return costs

In the event of exercising the right of withdrawal, the direct return costs are the sole responsibility of the customer.

Given the weight and dimensions of certain products marketed by COEO, return transport costs can be significant.

We recommend using a carrier that offers a tracking service and insurance appropriate to the value of the returned products.

COEO cannot be held responsible for losses, damage or deterioration occurring during the return transport.

Refund

The refund will be made using the same payment method as that used for the initial order.

COEO reserves the right to defer the refund until the returned product is effectively recovered or proof of shipment is received.

Any product returned incomplete, damaged, used or that has lost value may be subject to a reduction in the refunded amount corresponding to the observed depreciation.

The refund does not include additional costs resulting from the choice of a delivery method more expensive than the standard delivery method offered by COEO.

RETURN IN CASE OF DAMAGE OR DETERIORATION OF THE PRODUCT DURING SHIPPING

It is the customer's responsibility to unpack and fully check the goods at the time of delivery.

• Visible damage : in the event of receiving a damaged parcel/packaging during transport, you must indicate it on the carrier's delivery note (physical or on tablet) (mandatory condition to make any claim for damage during transport. Otherwise, any request will be refused). In the absence of specific reservations made to the carrier at the time of delivery, COEO may be unable to hold the carrier liable.

In the case where the goods are received by a third party, the buyer agrees to inform the third party that the goods must be checked. You accept responsibility for any loss or damage in the event that a person receives the goods on your behalf and signs the delivery note without carrying out the necessary checks.

• Hidden damages: the'incident must be communicated to JYA COEO and the carrier by registered letter with acknowledgment of receipt within 48 hours from receipt so that we can involve the carrier. Please contact us so that we can provide you with the carrier's contact details.

DEFECTIVE OR NON-COMPLIANT PRODUCTS

We guarantee products that comply with the technical data sheets and standards in force in the European Union. For export sales outside the borders of the European Union, it is your responsibility to verify the compliance of the products with local regulations and to ensure, where applicable, any necessary approval/certification procedures.

If you receive a defective product or one that does not conform to your order, please contact us within 48 hours of receipt by registered letter with acknowledgment of receipt, or by any other equivalent means in the relevant country. Please provide us with a complete description of the incident as well as photos of the defective product or the error. After the necessary checks have been carried out, if your return request is validated by our services, we will take the necessary steps to offer you a solution. This solution may be, at the discretion of our technical services: a credit note, an exchange or a refund.

CONTACT US

Before any return request or complaint, we recommend that you contact our customer service to verify the nature of the problem encountered and the solutions that can be provided.

In the case of returning a product that shows no defect, non-conformity or legitimate reason for taking charge, the costs of transport, shipping, return, reconditioning and restocking may remain the responsibility of the customer.

For any questions regarding our return conditions:

contact@coeo-design.com

+33 (0) 4 99 74 44 74

Summary of COEO's return policy

This return policy applies to fire pits, kamados, gas barbecues, outdoor kitchens and accessories marketed by COEO. You will find the return conditions, refund procedures, return costs as well as the rules applicable to the right of withdrawal.

Frequently asked questions

Can I return a fire pit that has already been used?

No. A fire pit that has been lit, used for cooking, or showing signs of burning, grease, smoke, or outdoor use can no longer be considered new. A depreciation corresponding to the observed loss of value may be applied, or a refund may be refused when its resale in new condition has become impossible.

Are return costs covered?

No. The direct return costs are the responsibility of the customer.

Do professionals benefit from the right of withdrawal?

No. The right of withdrawal is reserved for individual consumers, unless otherwise provided by mandatory legal provisions.

Are personalised products returnable?

No. Custom-made or personalised items according to the customer's specifications are not eligible for the right of withdrawal.