Politique de remboursement

RETURN AND REFUND POLICY — Colette et Gastón

At Colette et Gastón, we strive to provide high-quality products for your beloved pets. Our Return and Refund Policy is designed to reflect the reality of the small-batch, artisan pieces we make, while remaining simple and clear for our valued customers.

1. Returns

We accept returns within 14 days of the date of delivery. To be eligible for a return, your item must be unused, unwashed, in its original packaging, and still attached to its original hangtag.

2. How to Initiate a Return

Before sending anything back, you must email our Customer Service team at bonjour@colettetgaston.com within the 14-day window to notify us of your return and receive return instructions. Returns sent without prior notice may not be accepted.

The customer is responsible for all return shipping costs.

3. Refunds

Once your return is received and inspected, we will email you to confirm receipt and let you know whether your refund has been approved.

If approved, the refund will be processed to your original method of payment within 15 to 30 days.

4. Hand-Knit Sweaters

Our sweaters are hand-knit by artisans, not machine-made. Small irregularities in stitch, tension, or shape are a natural and expected part of that process — a mark of handwork, not a defect — and are not, on their own, grounds for return.

5. Pre-Order Items

Pre-order pieces are made specifically for you once your order is placed, and are final sale. If you need to cancel or return a pre-order item after production has begun, we are glad to offer store credit worth 105% of your order value in place of a refund.

6. Exchanges

If you received a defective or damaged item and need to exchange it for the same item, please contact our Customer Service team at bonjour@colettetgaston.com to arrange a replacement.

7. Non-Returnable Items

Certain items are non-returnable, including but not limited to:
- Personalized or customized products.
- Hand-knit sweaters / knitwear (see section 4).
- Gift cards.

8. Cancellations

If you wish to cancel an order, please contact our Customer Service team within the first 5 hours. After 1 day, we begin producing the order and it can no longer be canceled; our standard return policy will apply instead.

9. Damaged or Defective Items

If you receive a damaged or defective item, please contact our Customer Service team within 3 days of receiving your order. We will work with you to replace the item.

10. Contact Information

If you have any questions or concerns about our Return and Refund Policy, please contact our Customer Service team at bonjour@colettetgaston.com.

Colette et Gastón reserves the right to update or modify this policy at any time without prior notice. Please review this policy periodically for changes.

Thank you for choosing us. We appreciate your trust and loyalty.
Colette et Gastón Customer Service Team