RETURN AND REFUND POLICY
General Framework
KamaBrasa grants its Customers a right of return in accordance with applicable legal provisions, subject to the strict conditions defined below. This policy aims to reconcile the legitimate protection of the consumer Customer with the specific nature of the products offered for sale, namely premium high-density ceramic items, which are heavy, bulky, and sensitive to handling and use. All returns are subject to full and cumulative compliance with the conditions set out in this policy. No returns will be accepted outside of this strict framework, and no derogation can be obtained without the Seller's express, written, and prior agreement.
Withdrawal Period
In accordance with articles L221-18 et seq. of the Consumer Code, consumer Customers residing in a European Union member state have a fourteen-calendar-day period from the physical receipt of the product to exercise their right of withdrawal, without having to state a reason for their decision. This period begins on the day of effective delivery, as evidenced by the signature on the delivery slip. Beyond this strict and non-extendable fourteen-day period, no request for withdrawal, return, or refund will be accepted, regardless of the reason given, except for the strict application of the legal guarantees described below. For Customers residing outside the European Union, the right of withdrawal as organized by the French Consumer Code does not apply. Returns from outside the European Union are subject to the Seller's prior, written, and discretionary acceptance, and to specific conditions defined on a case-by-case basis. The Seller is under no obligation to refund in this context.
Strict Eligibility Conditions for Return
For a return to be accepted, all of the following cumulative conditions must be met, without exception or possible derogation. The product must be strictly new, never used, lit, heated, subjected to any form of combustion, even partial, or functional testing. The product must be complete, accompanied by all its parts, accessories, instructions, labels, bags, screws, seals, protective films, and original elements, without any exception. The original packaging must be strictly intact, not opened beyond what is strictly necessary for product verification, not torn, not crumpled, not written on, not stained, and not covered with additional adhesives. The product must show no signs of use, excessive handling, cooking, heat, smoke, dirt, grease, ash, moisture, scratches, dust, or alteration of any kind. The product must be repacked in its original carton or on its original pallet, with internal protections such as wedging, foam, and film in perfect condition. Any returned product that does not comply with all of these strict and cumulative conditions will be systematically refused. The product will then be returned to the Customer at their sole expense, with no refund due. If the Customer fails to retrieve the product within thirty days following written notification of refusal, the product may be destroyed, recycled, or sold without further notice and without recourse from the Customer. The Seller also reserves the right, in accordance with article L221-23 of the Consumer Code, to apply a depreciation allowance of up to one hundred percent of the product's value in the event of depreciation resulting from handling other than that strictly necessary to establish the product's nature, characteristics, and proper functioning. This depreciation allowance will be entirely deducted from any amount refunded, without the Customer being able to claim it.
Mandatory Return Procedure
No return can be made without prior, written, and explicit agreement from customer service. Any spontaneous shipment will be refused upon receipt, without leading to a refund or coverage of costs incurred by the Customer. The procedure to follow includes strictly mandatory successive steps. The Customer must first notify their request for withdrawal by email to support@kamabrasa.com, stating their full name, order number, product receipt date, optional reason, and complete contact details. An incomplete, ambiguous, or unverifiable notification that does not unequivocally identify the order may be considered void. Customer service then examines the request and confirms by return email the acceptance or refusal of the return, accompanied, where applicable, by precise reshipment instructions and a return number that must be indicated on the package. The Customer then fully organizes and finances the reshipment according to the transmitted instructions, within a maximum of fourteen calendar days following the notification of withdrawal. Any return shipped beyond this period will be refused and returned to the Customer at their expense. Upon receipt, the product is inspected piece by piece. Strict and cumulative compliance with the eligibility conditions determines the final acceptance of the return. In case of acceptance, the refund is made according to the terms defined below.
Return Costs Entirely at the Customer's Expense
Return costs are entirely and exclusively borne by the Customer, regardless of their nature and amount. This includes, but is not limited to, the cost of packaging and palletizing compliant with transport requirements, professional carrier fees, transport insurance, handling fees, any taxes, customs duties, or administrative fees, as well as return fees to a secondary warehouse if the Seller requires it for logistical reasons. Given the weight and volume of KamaBrasa products, the Customer is expressly informed that the return requires the use of a professional carrier specialized in pallet transport, the cost of which can be very significant. The Seller strongly recommends that the Customer consider these costs before initiating a return procedure. The Seller assumes no responsibility for damages incurred during return transport. Any product damaged during return will be considered non-compliant with the eligibility conditions and will be refused or subject to a full depreciation allowance.
Refund
In the event of acceptance of the return and after rigorous verification of full and cumulative compliance with the eligibility conditions, the refund will be made within a maximum of fourteen calendar days following the final validation of the return by the Seller, using the same payment method as that used for the initial order, unless otherwise expressly agreed. The refund applies exclusively to the purchase price of the returned product, excluding initial delivery costs, which remain entirely and definitively acquired by the Seller, return costs, which remain the responsibility of the Customer, any depreciation allowance applied in the event of product depreciation, and any other incidental costs such as insurance, storage, or administrative processing. In the event of a partial return of an order containing several products, only the price of the products actually returned and accepted will be refunded, to the exclusion of any other compensation.
Legal Guarantees and Defective Products
Regardless of the right of withdrawal, the consumer Customer benefits from the legal guarantee of conformity provided for in articles L217-3 et seq. of the Consumer Code, applicable for two years from delivery, as well as the guarantee against hidden defects provided for in articles 1641 et seq. of the Civil Code. In the event of receiving a defective or non-compliant product, the Customer must inform customer service by email at support@kamabrasa.com within a maximum of three working days following receipt, including the order number, a detailed description of the alleged defect, and clear and explicit photographs. Any late or insufficiently documented complaint may be rejected. The Seller reserves the right, at its discretion, to propose repair, replacement, or refund of the product, in accordance with the options allowed by law.
Exclusions and Special Cases
Expressly excluded from any possibility of return or refund, unless otherwise mandated by law, are used, lit, or cooked products (even briefly), products whose original packaging is missing, damaged, incomplete, or substituted, personalized products or products manufactured at the Customer's specific request, consumable accessories such as charcoal, briquettes, and firelighters once their packaging has been opened, orders for which the strict fourteen-day withdrawal period has been exceeded, as well as orders outside the European Union unless with the Seller's prior written agreement.
Executive Summary of the Return and Refund Policy
The fourteen-day period in the European Union is strict and non-extendable; outside the European Union, returns are discretionary. The required condition is strictly new, never lit, with intact and complete original packaging. No spontaneous returns are accepted; prior written agreement from the Seller is mandatory. Return costs are entirely at the Customer's expense and require a professional pallet carrier. A depreciation allowance of up to one hundred percent may be applied in case of depreciation. Initial delivery costs are never refunded. Any claim for a defective product must be notified within a maximum of three days with photographs. Used products result in immediate refusal, return at the Customer's expense, or destruction after thirty days.