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This document sets out the terms for withdrawal, refund and complaint applicable to orders placed with DecaTV, in compliance with French consumer law and, where applicable, European law.
This policy supplements our Terms & conditions of use and sale. In the event of an apparent conflict on a point expressly covered by the Terms, the Terms prevail for that point only.
Subject to legal exceptions, the consumer has a period of fourteen (14) calendar days from the conclusion of the contract to exercise the right of withdrawal, without having to give a reason or bear any costs other than those provided by law (in particular the cost of returning the goods where a physical item is involved).
To exercise this right, you must notify us in a clear and unambiguous way of your decision before the deadline (for example by email to contact@decatv.com stating your name, contact details and order reference).
For fully digital services (supply of access, credentials or online activation), the right of withdrawal may not apply or may be excluded where:
in accordance with Articles L. 221-28 et seq. of the Consumer Code. Where these conditions are not met, the right of withdrawal remains applicable within the legal limits.
Where your withdrawal is valid, we proceed to refund all sums paid, including standard delivery costs (where applicable), within a maximum of fourteen (14) days from receipt of your withdrawal request, using the same payment method as the original transaction, unless expressly agreed otherwise.
Independently of the right of withdrawal, you have the statutory guarantee of conformity for goods and, where applicable, the remedies provided for services, under the conditions and time limits of the Consumer Code.
In the event of a proven defect attributable to our service and found within the legal time limits, we may offer a correction, le remplacement ou le refund proportionate remedy, according to the options permitted by law and the nature of the defect.
Where an order includes a tangible item, returns must be made in theiroriginal condition (packaging, accessories, labels where relevant), except for opening strictly necessary to check the conformity of the item. Return costs may remain your responsibility unless a legal obligation states otherwise or a specific commercial offer indicated at the time of order applies.
Personalised goods or those unsealed in a way that makes them no longer saleable may be excluded from the right of withdrawal in accordance with the law.
For any technical difficulty (activation, prolonged outage, error in delivering credentials), first contact our support with your order number and any screenshots or useful factual details. We review the request within a reasonable time and offer a solution consistent with the Terms and the law (correction, extension, partial or full refund depending on the proven circumstances).
We reserve the right to refuse a refund where there are serious indications ofusage abusif, de fraude or circumvention of the contractual conditions, while giving reasons for our position and without prejudice to your legal remedies.
In accordance with Articles L. 612-1 et seq. of the Consumer Code, a consumer may refer the matter free of charge to a consumer mediator after a prior written approach has proved unsuccessful. The arrangements (territorial jurisdiction, online referral) are set out on the mediator's site and on economie.gouv.fr.