At any time, you can contact us on the "Contact" page by clicking here. We will reply within 24 hours
You can return any product with defects or malfunctions within 90 calendar days from the receipt of the product ordered on the site www.grossiste-francochine.com. However, for reasons of hygiene, and if the product has been opened, the right of return does NOT apply to the following product categories: batteries(except manufacturer flaw), atomizer, drip tip, e-liquid.
We recommend that you do not wait until the last moment to return all defective products. Please return them to us promptly for fast processing.
Grossiste Francochine reserves the right to refuse any return that does not respect the conditions. Moreover, we will not accept the returns of damaged products or products you didn't order that would be notified to us beyond a reasonable deadline. In case of return of a defective product or non conforming delivery, we will propose to you to make a new delivery or a voucher for the difference of price if you decide to keep the product.
Deposit defective products directly at our store
If you wish, you can bring a product to our shop located at 97 quai Jules Guesde 94400 Vitry Sur Seine, France for an exchange or a refund if the return is accepted by our After Sale Service, with the exception of the following products : batteries(except manufacturer flaw), atomizer, drip tip, e-liquid, which are neither taken back nor exchanged for reasons of hygiene.
You must bring your products back with the original packaging and the purchase invoice that was in your package at the time of delivery. You will also have to indicate the reason for your return, as well as to specify if you wish to exchange or have a voucher in case of acceptance of returned products.
Returns of defective products by post (only for online orders)
Purchases made on our website grossiste-francochine.com must be returned to our store by post. If you wish to return an order online by post, please follow the instructions below. We do not offer prepaid returns.
1. Please login to your account
2. Click on "history and details of my orders" and choose the order of products to return by clicking on the order reference or "details"
3. Select the products to return and specify in the "Return of merchandise" tab the reason for return. Finally click on submit to send your return request.
4. Once the return request is accepted by our service, go to your account and click on "My merchandise Return". Click on the return slip to print it.
5. Be sure to place your items in a perfectly packaged package accompanied by their original packaging as well as the return slip.
6. You can return by using the postal service of your choice. Please note that our return address is as follows:
Carré d'Ivry (Capstone)
26 rue Robert Witchitz, bâtiment D1
However, we will not be able to cover the cost of return in this case.
Thank you for keeping your proof of shipping and your purchase invoice until you receive your exchange or refund.
It is your responsibility to keep all proof of return, and to send your products through a shipping service with tracking
When will I be refunded once I have returned an item?
We will refund you within 3-5 calendar days from the date we receive the product (s) returned to the address mentioned above.