Refund policy
UK Orders – Returns & Refunds
We offer a 14-day cancellation period for UK orders placed by private consumers, in accordance with the Consumer Contracts Regulations 2013. Separate terms apply to business-to-business (B2B) purchases and bespoke or made-to-measure products, as detailed below.
If you wish to return an item because you have changed your mind or it is unsuitable, you must notify us within 14 days of receiving your order. You then have a further 14 days from the date of cancellation to send the item back to us.
We ask that returned items are carefully packaged and, wherever possible, returned in their original packaging and in the same condition as received.
Customers are entitled to inspect their purchases, but handling should not exceed what would reasonably be permitted when examining an item in a shop.
If an item has been used, damaged, altered or handled beyond what is necessary to establish its nature, characteristics and functioning, we reserve the right to make an appropriate deduction from the refund to reflect any resulting reduction in value, as permitted by law.
For standard taps, we strongly recommend checking all measurements, fittings and compatibility before installation. Fitting, connecting or using a tap may reduce its resale value and could result in a deduction from the refund if the customer subsequently exercises their cancellation rights.
Customers are responsible for the cost of return postage for change-of-mind returns. Please ensure returned items are securely packaged to prevent damage in transit.
Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier, using the original payment method.
Bespoke & Made-to-Measure Taps
Our bespoke taps are individually manufactured to the measurements and specifications provided by each customer.
Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, goods genuinely made to a customer's individual specifications are exempt from the standard 14-day cancellation rights.
We therefore cannot accept change-of-mind returns for bespoke taps that have been correctly manufactured to the agreed specifications. This includes incorrect measurements supplied by the customer, unsuitable fittings or a change of mind after ordering.
Please check all measurements and requirements carefully before placing your order.
If a bespoke tap is faulty, not as described or has not been manufactured to the agreed specifications, your statutory rights under the Consumer Rights Act 2015 remain unaffected.
Faulty or Incorrect Items
If an item arrives faulty, damaged, not as described or incorrect, please contact us as soon as possible so we can investigate and arrange an appropriate remedy.
All goods, including vintage items, standard taps and bespoke taps, are covered by applicable statutory rights under the Consumer Rights Act 2015.
Nothing in this returns policy affects your statutory consumer rights.
Orders Shipped Outside the UK – Returns & Refunds
We offer a 14-day change-of-mind cancellation period for international orders placed by private consumers, subject to any applicable exclusions and consumer protection laws.
If you wish to return an item because you have changed your mind or it is unsuitable, please contact us within 14 days of receiving your order. You then have a further 14 days from the date of cancellation to send the item back to us.
Customers are responsible for the cost of international return postage for change-of-mind returns. We recommend using a tracked and insured postal service, as items remain the customer's responsibility until safely returned.
Returned items should be carefully packaged, preferably in their original packaging. If goods have been handled or used beyond what is reasonably necessary to inspect them, we may make an appropriate deduction for any resulting loss in value, where permitted by law.
Original delivery charges are usually not refunded for international orders except where required by applicable consumer law. Additional charges for upgraded or express delivery services are not refundable beyond the cost of standard delivery where the law permits.
Refused, Uncollected or Undeliverable International Parcels
Customers are responsible for providing a complete and accurate delivery address and for paying any customs duties, import taxes or clearance charges that have not been included or prepaid as part of their order.
If an international parcel is refused, remains uncollected, cannot be delivered because of an incorrect or incomplete address, or is returned because the customer has failed to pay applicable import charges, please contact us so we can investigate.
Where the failed delivery is attributable to the customer, we reserve the right to recover reasonable, evidenced additional costs incurred as a result, where permitted by applicable law. These may include return shipping charges, carrier handling fees or other unavoidable costs.
Any refund or deduction will be assessed individually, taking account of the circumstances and the customer's statutory rights.
Where import duties and tariffs have been prepaid by All Things French Store, including applicable USA orders, customers will not be asked to pay those prepaid charges again upon delivery.
Bespoke & Made-to-Measure Taps
Bespoke taps genuinely manufactured to a customer's individual measurements or specifications are excluded from our voluntary change-of-mind returns policy.
Where the exemption under the Consumer Contracts Regulations 2013 applies, these products are also excluded from the standard 14-day cancellation rights.
We cannot accept change-of-mind returns because incorrect measurements have been supplied, an unsuitable specification has been ordered or the customer subsequently changes their mind, provided the taps have been correctly manufactured to the agreed specifications.
This does not affect your statutory rights if an item is faulty, not as described or has not been manufactured to the agreed specifications.
Faulty, Damaged or Incorrect International Orders
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with details and photographs where available.
We will investigate and provide an appropriate remedy in accordance with applicable consumer protection laws.
Nothing in this policy affects your statutory consumer rights.
To start a return - in the first instance please contact us via the online contact form here on the website or at Louise@Allthingsfrenchstore.com We are often in France buying stock so there may not always be someone to accept a return at our usual address. In these instances we will provide an alternate address of a family member to ensure your return can be dealt with as quickly as possible even if we are not at home in the UK.
Business Customers – Business-to-Business (B2B) Transactions
These terms apply to purchases made wholly or mainly for business, trade or professional purposes.
Business-to-business purchases are not covered by the standard 14-day consumer cancellation rights under the Consumer Contracts Regulations 2013.
B2B Returns and Restocking Fees
We accept requests for change-of-mind returns from business customers at our discretion.
If you wish to return an item because it is unsuitable, no longer required or has been ordered incorrectly, please contact us within 14 days of receiving your order.
Where a return is approved, the item must be sent back within a further 14 days, unless otherwise agreed.
Returned items must be unused, unfitted, unaltered and in the condition in which they were supplied.
We reserve the right to charge a restocking fee of up to 10% of the purchase price for approved change-of-mind returns to cover administration, handling and associated costs.
Business customers are responsible for return postage costs unless otherwise agreed.
These conditions do not apply where goods are faulty or otherwise fail to meet applicable contractual or statutory requirements.
Bespoke and Made-to-Measure Taps – B2B Orders
Our bespoke taps are manufactured individually to the measurements and specifications supplied by the customer.
We do not accept change-of-mind returns or cancellations of bespoke or made-to-measure tap orders once accepted, except at our discretion.
If you have ordered a bespoke tap incorrectly, please contact us as soon as possible.
Where manufacturing has not commenced, we may agree to cancel the order. Any agreed cancellation may be subject to a reasonable administration charge of up to 10% of the order value, depending on the costs already incurred.
Once manufacturing has commenced, cancellation may not be possible.
Customers are responsible for checking all measurements, specifications, fittings and installation requirements before ordering.
This does not affect any applicable legal rights where goods are faulty, incorrectly manufactured or not as described.
Tap Usage and Six-Month Guarantee
All taps supplied by All Things French Store are designed and sold for domestic residential use only.
Our taps are not intended or supplied for commercial applications, including commercial kitchens, restaurants, hotels, public washrooms or other high-use environments.
We provide a six-month limited guarantee against manufacturing defects, beginning on the date of delivery, subject to the conditions below.
The guarantee covers defects arising from materials or workmanship under normal domestic use. It does not cover damage caused by incorrect installation, misuse, accidental damage, unauthorised modification, excessive wear or use in unsuitable commercial environments.
Installation and use of our taps in commercial premises or commercial applications is outside their intended use and is not covered by our voluntary six-month guarantee.
If a problem occurs after the guarantee period, please contact us. We may still be able to assist with repairs or replacement parts, although reasonable charges may apply where the issue is not covered by applicable legal rights.
This commercial guarantee is additional to, and does not exclude or restrict, any contractual or statutory rights that cannot lawfully be excluded.
Damaged, Faulty or Incorrect Goods
Please inspect your order upon delivery and notify us promptly if an item arrives damaged, faulty or incorrect.
Where possible, please provide photographs and details of the issue so that we can investigate and arrange an appropriate solution.
Where goods fail to meet applicable contractual or statutory requirements, we will provide the appropriate remedy in accordance with UK law.
Nothing in this policy excludes or restricts liability where doing so would be unlawful.
Northern Ireland Business Deliveries
We do not currently offer delivery to business addresses in Northern Ireland. Please contact us before ordering if you have any questions about delivery availability.