Refund and Returns Policy
Last updated: October 2025
Applicable to all online sales made through https://roneljake.com .
RONELJAKE SAS, registered in France under company number 98159164700020, with registered office in Villejuif (France), operates the website and provides these Return & Refund Terms in accordance with French and European Union consumer law (Code de la Consommation, Directive 2011/83/EU).
General Policy
At RONELJAKE, we want every customer to be satisfied with their purchase. However, if a product does not meet your expectations, you have the right to request a return or refund under the conditions described below. These conditions apply to all customers worldwide (EU and non-EU), unless otherwise stated.This policy forms an integral part of RONELJAKE’s Terms & Conditions of Sale (CGV).
Legal Right of Withdrawal
In accordance with Article L221-18 of the French Consumer Code, customers have 14 calendar days from the date of receipt of their order to exercise the right of withdrawal, without having to justify the reason or pay any penalty. To exercise this right, please contact us within 14 days of receiving your order: [email protected].
Return Procedure (All Customers)
Before sending back any product, customers must contact our Customer Service to obtain the correct return address and instructions at [email protected], or submit a return/refund request through our dedicated Refund Request Form.
All return or refund requests must be initiated through one of these channels to be properly processed. Returns sent without prior authorization or without a valid refund request submission will not be accepted and may be refused, lost, or disposed of without liability. Unauthorized or unsolicited returns will not be eligible for refund.
Returned items must be unused, in their original packaging, and in resalable condition. In accordance with Article L221-23 of the French Consumer Code, RONELJAKE may deduct from the refund any depreciation in value resulting from handling beyond what is necessary to establish the nature and functioning of the goods.
Return Shipping Costs:
- For returns due to defective, damaged, or incorrect products, RONELJAKE will cover the return shipping costs or provide a prepaid return label.
- For all other returns (e.g., change of mind, ordering error, or unwanted item), the customer is responsible for return shipping charges.
Delivery Issues and Undeliverable Orders
It is the customer’s responsibility to ensure all delivery information is accurate and complete. If a parcel is returned due to incorrect or incomplete address, uncollected parcel, or unjustified refusal, the customer will bear all related costs. In such cases, RONELJAKE can:
- Reship the order after payment of new shipping costs, or
- Issue a refund minus the shipping fees.
RONELJAKE cannot be held liable for delays or losses resulting from courier errors, incomplete delivery information, or failure by the customer to collect the parcel within the carrier’s designated holding period.If a parcel returns to us due to an incorrect address, uncollected pickup, or unjustified refusal, we can (a) reship after payment of new shipping costs or (b) refund the order minus outbound shipping and any return handling fees charged by the carrier.
Refund Terms
We issue refunds within 14 days of your withdrawal notice. We may withhold the refund until we receive the returned goods or you provide proof of shipment, whichever occurs first. Refunds are made via the original payment method and currency.
For non-EU customers, we may apply a reasonable restocking or administrative fee not exceeding 15% of the product value (this does not apply to EU statutory withdrawal).
Late or Missing Refunds
If you have not received your refund after 14 business days, please check with your bank or payment provider first. If the issue persists, contact RONELJAKE at [email protected].
Non-Returnable and Non-Refundable Items
Customized products, gift cards, hygiene products or perishable goods, and damaged items due to mishandling cannot be returned or refunded.
Damaged or Defective Products
If you receive a defective, damaged, or incorrect product, notify us within 48 hours of delivery with photos and your order number. All claims for defective or incorrect items must be supported by photographic or video evidence. Without sufficient proof, RONELJAKE reserves the right to reject the claim.
Once verified, RONELJAKE may offer a replacement, repair, or full refund at its discretion.
Customs Duties and International Returns
For international orders, customs duties and import taxes are non-refundable. If a parcel is returned due to unpaid customs or refusal to pay import fees, all return and re-import costs will be deducted from the customer’s refund.
Fraudulent or Abusive Returns
RONELJAKE reserves the right to refuse future orders, refunds, or replacements in the event of repeated, suspicious, or fraudulent return requests. RONELJAKE continuously monitors return activity to detect misuse. Any attempt to obtain unjustified refunds, exploit promotions, falsify claims, or submit dishonest product complaints shall be considered abuse
Force Majeure
RONELJAKE shall not be held liable for any delay, loss, or failure to perform its obligations due to events beyond its reasonable control, including but not limited to natural disasters, strikes, transport disruptions, war, or pandemics.
Applicable Law
This policy is governed by French law. Any disputes shall fall under the jurisdiction of French courts, without prejudice to consumer protection laws in the customer’s country.
This Return & Refund Policy complies with: French Consumer Code (Articles L221-18, L221-23, L221-24, L217-3) and EU Directive 2011/83/EU on Consumer Rights.
Contact Information
For all return, refund, or delivery inquiries, please contact:
RONELJAKE SAS
Registered in France under company number 98159164700020
Registered Office: 18 rue de La Chapelle,94800 Villejuif, France
Email: [email protected]
Website: www.roneljake.com
