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This policy sets forth the terms and conditions governing returns, exchanges, requests to cancel orders, and refunds for products ordered on the Cotton Silence website.
Cotton Silence soundproof curtains, made to the specific dimensions chosen by the customer and featuring the finishes and options associated with that order, are custom-made products.
In accordance with Article L221-28 of the Consumer Code, goods made to the consumer’s specifications or clearly personalized are not subject to the right of withdrawal.
As such, custom curtains cannot be returned, exchanged, or refunded, except in the case of a proven defect or an error attributable to Cotton Silence.
It is the customer’s responsibility to carefully check the dimensions, finish, color, and shipping address before confirming the order.
If you have any questions before placing an order, please contact Cotton Silence at contact@cottonsilence.com.
Non-customized products, such as certain accessories or rails that have not been specifically modified, may be eligible for return within 14 days of receipt.
To be eligible for return, the product must be:
If the product cannot be resold due to its condition, no refund will be issued, unless otherwise required by law.
The terms and conditions governing cancellation requests are outlined on the following page: Cancellations and Returns.
For eligible standard, non-customized products, the consumer may exercise their right of withdrawal within the statutory 14-day period starting from the date of receipt of the product.
Cotton Silence curtains, which are made to order according to the customer’s specific measurements, are excluded from the right of withdrawal, in accordance with Article L221-28 of the French Consumer Code, except in cases of proven defects or errors attributable to Cotton Silence.
All requests are reviewed based on the nature of the product ordered and applicable legal regulations. Submitting a request does not automatically guarantee that the return or refund will be approved.
No returns may be made without prior approval from Cotton Silence.
To request a return, the customer must email contact@cottonsilence.com, specifying:
After reviewing the request, Cotton Silence will provide instructions on how to proceed and, if applicable, the return address.
Packages returned without prior approval may be refused.
The customer is responsible for return shipping costs, unless the product is found to be defective or the error is attributable to Cotton Silence.
Returns must be sent via a tracked shipping service. The customer remains responsible for the product until it is received by Cotton Silence.
Upon receipt, the customer must check the condition of the package and the product.
In the event of a damaged package, a defective product, or an obvious error, the customer must file a detailed complaint with the carrier and contact Cotton Silence promptly.
The generic phrase "subject to availability" is generally insufficient for carriers.
All requests must be sent to contact@cottonsilence.com, including the order number, a description of the problem, and photos of the package and the product.
After reviewing the issue, Cotton Silence will offer a repair, replacement, store credit, or refund, as appropriate.
After receiving and inspecting the returned product, Cotton Silence will notify the customer whether the refund has been approved or denied.
If the refund is approved, it will be issued to the original payment method within approximately 14 days.
Initial shipping costs may not be refunded, unless required by applicable law, in the case of a proven defect, or due to an error on the part of Cotton Silence.
Exchanges are only available for non-customized products, subject to return eligibility and the availability of the desired product.
Custom curtains cannot be exchanged, except in the case of a proven defect or an error attributable to Cotton Silence.
For any inquiries regarding returns, cancellations, or refunds:
contact@cottonsilence.com
NOKOMIS WEBSTORE – Cotton Silence
1 Rue de Condé, Paris, 75006
SIRET: 919 601 559 00017