Returns & refunds policy

Last updated: 23 February 2026
This page clearly explains our rules of withdrawal (consumers), of customer service in case of defect, and the conditions of refund (physical & digital products). For the complete contractual framework: General Terms and Conditions of Sale.

Returns & customer service contact

Company name
ILIADE
Form
SAS
Management
Tourette Camille
SIRET
911 049 799 00016
Intra-Community VAT
FR03911049799
RCS
Toulon
Capital
€100
Address
12 boulevard Maréchal Leclerc – 83320 Carqueiranne – France
Contact
Website
https://iliadecreation.fr
Mediation
AME CONSO – Approved consumer mediator
Competent service for disputes between Iliade Création and a consumer.
Access the mediator's website
Après démarche écrite préalable auprès de notre service client restée sans réponse satisfaisante, le consommateur peut saisir AME CONSO dans un délai d’un an à compter de cette réclamation.
Postal address: AME CONSO, 11 place Dauphine – 75001 Paris
European Online Dispute Resolution Platform: https://ec.europa.eu/consumers/odr
Networks
Key point: us do not offer exchanges. For a physical product that “does not suit”, only the legal right of withdrawal (if applicable) allows a return and a refund, under strict conditions. In case of proven defect / non-conformity, we apply customer service and the legal guarantees.

Anti-abuse: withdrawal only allows an examination of the product (as in store). Any use in real conditions (wedding, ceremony, event, photoshoot, prolonged wear, gluing, assembly, cutting, personalisation) may result in a refusal of the return or a depreciation that may go up to 0% refund if the product is no longer resaleable.

1 – Scope & definitions

This policy applies to orders placed on the online shop of ILIADE.

  • Physical product : material good shipped.
  • DIY product : creation support (bases, foams, fasteners…), sold without final composition.
  • Digital product : guide, tool access, download, dematerialised content.

2 – No exchanges

We do not offer exchanges (neither standard, nor for convenience, nor “in exchange for another product”).

If a physical product does not suit you, the only possible option (for a consumer) is the exercise of the right of withdrawal when this is applicable, with a compliant return and a refund according to the rules below.

3 – Withdrawal (physical products – consumers)

For consumers only (distance sale), the right of withdrawal is 14 days from reception of the physical product, in accordance with the French Consumer Code, subject to legal exceptions.

The Customer notifies their decision to withdraw before the expiry of the deadline, then returns the product in accordance with the conditions below.

Personalised or made-to-measure products are not eligible for the right of withdrawal in accordance with Article L221-28 of the French Consumer Code.

Anti-abuse clarification: withdrawal authorises a reasonable test comparable to an examination in store (check the size, material, compatibility, operation). It does not authorise use in real conditions: wedding, ceremony, event, photoshoot, prolonged wear, assembly, gluing, cutting, personalisation, integration into a composition, or any use rendering the product unsuitable for resale.

4 – Strict return conditions

Event use: The right of withdrawal allows only an examination of the product comparable to an in-store test. Any use during an event (wedding, ceremony, reception, photoshoot, installed decoration or wear during an event) is considered real use of the product. In this case, the product may be considered as used and may be subject to a depreciation that may go up to the absence of refund if the item can no longer be put back on sale.

To be accepted, a return (withdrawal) must comply with all of the following conditions:

  • Product new, unused, not assembled, not glued, not cut, not altered;
  • Product complete (accessories/elements supplied);
  • Product returned in packaging allowing transport without damage;
  • Return carried out with a shipping method allowing tracking (recommended).
DIY products: any trace of assembly, gluing, cutting, mounting or use may result in a refusal of the return or a reduction (depreciation), in accordance with the legal rules.
Product unsuitable for resale: if the product can no longer be resold as it is (real use, alteration, missing element), the refund may be reduced down to 0%.

5 – Return procedure

  1. Contact customer service before returning : contact@iliadecreation.fr (or via our contact page).
  2. Indicate: order number, identity, product(s) concerned.
  3. We will communicate the instructions to you (return address, packaging, items to include if necessary).

Any parcel returned without prior contact may be refused or processed with an additional delay (impossibility of identifying the order). We reserve the right to document the condition of the product received (photos/report) in order to justify any depreciation or refusal.

6 – Return costs

In case of a valid withdrawal, the return costs are borne by the Customer. The Customer is responsible for the proper routing of the return parcel until its receipt by the Seller.

The return must be carried out with suitable, sufficiently protective packaging, and with a shipping method allowing tracking. Any product damaged during the return transport due to insufficient packaging may be subject to a refusal of return or a depreciation.

In case of refusal of the parcel by the Customer without legitimate reason, failure to collect from a pick-up point, an incomplete or incorrect address, or impossibility of delivery attributable to the Customer, the costs related to the return, the re-presentation of the parcel or any reshipment will be borne by the Customer.

In case of proven defect / non-conformity attributable to the product, we will apply customer service (see section 8) and propose an appropriate solution in accordance with the legal guarantees.

7 – Refunds

After receipt and inspection of the returned product, the refund is made on the same means of payment (unless otherwise agreed), in accordance with the legal deadlines.

A reduction may be applied in case of depreciation of the product due to handling other than that necessary to establish the nature, characteristics and proper functioning of the product.

Indicative scale (anti-abuse): the level of depreciation depends on the actual condition on receipt:
  • 0% : strictly new, complete, resaleable product.
  • 10–50% : damaged packaging, micro-traces, handling beyond a simple inspection.
  • 51–100% : product used/worn, assembled/glued/cut, incomplete, or unsuitable for resale → refund that may go up to 0%.
This scale is indicative: the assessment is carried out on a case-by-case basis according to the actual condition observed.

No exchanges : in case of an accepted return, this is a refund (and not an automatic replacement).

8 – Defective / non-conforming products (customer service)

If a product is defective or non-conforming, contact us promptly with: the order number, initial description of the problem, and complete supporting documents.

Depending on the case (and after verification), we will propose the most appropriate solution within the framework of the legal guarantees : repair, replacement if possible, credit note, or refund (depending on availability and situation).

Mandatory supporting documents for any request related to a product reported as damaged, defective or deteriorated on receipt:
In order to allow the file to be processed, to limit abuse, to prevent inaccurate declarations and to preserve any rights against the carrier, the Customer must provide, when making their customer service request or before any return:
  • of the clear and usable photos of the box, the parcel, the outer and inner packaging, clearly showing any impact, crushing, tear, perforation, moisture or visible anomaly;
  • of the clear photos of the item concerned from several angles;
  • a clear video of the item actually received, showing the product concerned and the alleged defect, damage or malfunction;
  • if applicable, any photo of the carrier label and of the packaging received.

The video requested constitutes an essential element of verification allowing us to assess the consistency between the product received, its actual condition, the packaging, the alleged damage and the other supporting documents transmitted. It is required in particular in order to reduce the risks of fraud, of identification error or of the transmission of isolated, modified, misleading, artificially generated images, or images not corresponding to the product actually delivered.

In the absence of the transmission of these complete supporting elements, and in particular the photos of the parcel/box as well as the video of the product concerned, no request for return, refund, credit note or customer service handling for a product declared damaged, defective, deteriorated or non-conforming can be processed, accepted or handled.

The Customer acknowledges that these supporting documents constitute an essential condition of admissibility for any claim relating to apparent damage, an alleged defect on receipt, breakage, a visual anomaly, an alleged vice, a malfunction or any deterioration likely to be linked to transport, storage, handling after delivery or improper use.
Important: a defect does not cover: (i) improper handling, (ii) incorrect assembly, (iii) use in real conditions (wedding/event), (iv) the use of unsuitable glues/elements, (v) normal wear, (vi) damage due to transport without reservations or without sufficient supporting elements (see section 9).

9 – Damaged parcel / transport

On delivery, the Customer must check the condition of the parcel. In case of an open, crushed or damaged parcel:

  • issue precise and detailed reservations on the carrier's voucher,
  • refuse the parcel if the condition does not allow a conforming reception,
  • take photos (parcel + contents) and contact us immediately.

In the absence of reservations on delivery, the parcel is deemed delivered in good condition.

Mandatory proof in case of transport damage: any dispute relating to a parcel that is damaged, open, crushed, torn, pierced, wet or showing a visible anomaly on delivery must imperatively be accompanied by:
  • by photos of the parcel/box before opening,
  • by photos of the contents and the inner packing,
  • by photos of the damaged item,
  • and a video of the item actually received, defective or damaged when the damage concerns the product itself.

These elements are required to verify the authenticity and consistency of the claim, particularly in case of isolated, incomplete, altered, misleading images, or images that do not allow with certainty the identification of the product actually delivered.

In the absence of these elements, no transport claim, no return for damage, no refund and no customer service handling related to apparent damage can be accepted.

10 – Digital products: no refund

Digital products (guides, tool access, downloads, customer area access) are supplied on intangible media. In accordance with the legal exceptions, no refund is due when:

  • performance began after payment,
  • the Customer gave their prior express consent,
  • and has expressly waived their right of withdrawal.

In short: as soon as an access is activated (link, download, customer area, viewable guide), there is neither refund, nor exchange, nor credit note.

11 – Professional orders (B2B)

Purchases made by professionals (legal entities / professional use) do not benefit from the right of withdrawal applicable to consumers, except for specific mandatory legal provision or express agreement.

For professionals, returns for convenience are not accepted. Only cases of proven defect / non-conformity may open a customer service case.

12 – Contact

For any request: contact@iliadecreation.fr (or contact form).