Returns
HOW TO RETURN AN ITEM ?
DECLARE YOUR RETURN ONLINE
PRINT THE TRANSPORT LABEL
DROP YOUR PACKAGE WITH THE CARRIER
Vos questions
What is the return policy?
If an item in your order does not suit you, you will have 14 days after receipt of it to request a return and send it back to us.
Return requests are made online via the Hartford returns portal accessible from this page or from your order in the customer account.
Once the item is selected, you have the choice between 3 return options:
- Return for reimbursement via the payment method used when ordering: in this case return transport costs are not covered
- Return for reimbursement in voucher valid for 1 year on the Hartford site: in this case the return transport costs are free
- Exchange for another size (same product): in this case the return transport costs are free
What items can I return?
Only items purchased on the Site can be returned under the conditions described here.
The customer can return the products purchased on the Site within 14 days following delivery of the items, it being specified that products made according to the customer's specifications, personalized products or items which cannot be returned for hygiene reasons.
Any item which cannot be put back for sale cannot be refunded if the depreciation of the goods results from manipulations other than those necessary to establish the nature, characteristics and proper functioning of these items: by this we mean: incomplete, damaged items , damaged, deteriorated or soiled, washed, without scratches or composition stickers, etc.
Are returns free?
Return transport costs are free in the case of a refund using a credit note (valid for 1 year on the Site) and in the case of an exchange for another size. In this case, at the end of your online return declaration, a prepaid return label will be sent to you directly by email.
When the customer chooses a refund by Card or PayPal, the return shipping costs are the responsibility of the customer. A prepaid return label is generated when declaring the return online and then sent by email to the customer. A fixed amount of return transport costs is then deducted at the time of reimbursement.
The flat rate return amount is indicated in the returns portal. It corresponds to standard delivery costs.
How to return my order ?
1. Prepare your package with the following items:
- A copy of the invoice, which you can find in your confirmation email or in your customer account.
- The item(s) in their original packaging: new and unused with all tags attached.
2. To return your order, click on the "Start a Return" button available on our "Returns" page or at the bottom of the homepage in the "HELP" section labeled "Make a Return." You will then need to enter your order number and the email address used to place the order to initiate your return. Please note that return shipping fees for a refund are charged and vary depending on the country of residence.
3. Once the return process is completed, print your return label. Attach it to your package and take it to your preferred drop-off location for shipment.
4. Keep the proof of deposit for your package. The customer is responsible for ensuring the package is delivered to our warehouse. You must provide proof of deposit in case the package is lost; otherwise, we will not be able to process a refund.
If you need more information about returning your order, you can contact our customer service by email at contact@hartford.fr or by phone at +33158393986.
How to exchange an item ?
1. Prepare your package with the following items:
- A copy of the invoice, which you can find in your confirmation email or in your customer account.
- The item(s) in their original packaging: new and unused with all tags attached.
2. To exchange products, click on the "Start a Return" button available on our "Returns" page or at the bottom of the homepage in the "HELP" section labeled "Make a Return." You will then need to enter your order number and the email address used to place the order to initiate your return. Please note that return shipping fees for an exchange are free of charge.
3. Once the return process is completed, print your return label. Attach it to your package and take it to your preferred drop-off location for shipment.
4. Keep the proof of deposit for your package. The customer is responsible for ensuring the package is delivered to our warehouse. You must provide proof of deposit in case the package is lost; otherwise, we will not be able to process an exchange.
If you need more information about exchanging an item, you can contact our customer service by email at contact@hartford.fr or by phone at +33158393986.
When will I be refunded for my return?
If you have opted for a refund in the form of a credit note on the website, you will receive it immediately by e-mail, as soon as the warehouse has received your return.
If you have chosen a refund via the payment method used for the order, it will be made within 14 days of receipt of the returned items.
Why can't I declare my return online?
To declare your return online, simply go to your customer account and initiate the return from the order concerned. If you do not have an account, you can access the returns portal from the link at the top of this page with your order number and the associated email address.
After 14 days of receipt of the order, the return period is considered to have expired and you will no longer be able to make the return online. There is also no need to return the product on your own as it will be returned to you.
If you need more information regarding a return, customer service is at your disposal by email at contact@hartford.fr or by telephone +33 1 58 39 39 90.
Can I return my products directly without going through the online returns portal?
We recommend using the online returns portal as it saves time for our customers (automatic return declaration, labels and customs documents generated directly, etc.) as well as better monitoring of their returns .
However, it is also possible, for those who wish, to return the item of their choice directly, without undue delay and, at the latest, within fourteen days from receipt of the items.
In this case, it is up to the customer to organize the return transport of the item at his own expense and to prove that MELTEX has received the item in the event of a dispute.
The package must be returned to:
MELTEX
E-store return service
18-20 rue Saint Maur
75011 PARIS
FRANCE
It is specified that any duties & taxes which may be invoiced to MELTEX upon return of the goods will be systematically re-invoiced to the customer as a deduction from their reimbursement.
