Refund policy
REFUND & SHIPPING POLICY
Last updated: October 9, 2026
Summary: Every item is made to order, so all sales are final. We replace or refund only items that arrive damaged, defective, or incorrect, and packages the carrier confirms were lost in transit. An order that tracking shows as delivered is complete.
1. All Sales Are Final
All purchases from Les Gens Incompris are final. We do not accept returns, exchanges, cancellations, or refunds for change of mind, personal preference, buyer’s remorse, incorrect size selection, or any other reason not expressly covered by this policy. Please review the product description, photos, size chart, and options carefully before ordering. By placing an order, you acknowledge and accept this policy. Nothing in this policy limits any right you have under law that cannot be waived.
2. Production and Order Changes
Our products are made to order by independent third-party production and fulfillment providers. Production typically takes 3 to 7 business days before shipment. This is an estimate and may be longer during holidays, promotions, and periods of high demand. Orders cannot be changed or canceled once production has started, which generally occurs shortly after the order is placed. If you spot an error, contact us immediately at lesgensincompris@gmail.com. We will try to help if production has not begun, but we cannot guarantee it.
3. Shipping and Delivery
We ship to the destinations offered at checkout. Shipping methods, costs, and estimated delivery times are shown at checkout. All delivery dates are estimates and not guarantees. A tracking link is sent when your order ships. If we cannot ship your order within the time we stated, or within 30 days of your order if no time was stated, we will notify you and give you the option to cancel for a full refund, as required by law.
4. Customs, Duties, and Import Taxes
International orders may be subject to customs duties, import taxes, and brokerage fees imposed by the destination country. Unless they are shown as prepaid at checkout, these charges are your responsibility. We do not control them and cannot refund them. Orders that are refused, unclaimed, or abandoned, or that you decline to pay charges on, are not eligible for a refund or replacement.
5. Incorrect or Incomplete Address
You are responsible for entering a complete and accurate shipping address at checkout. We are not responsible for orders that are delayed, returned, lost, or delivered to the wrong place because of an incorrect or incomplete address. Orders returned because of an address error are not eligible for a refund, and you are responsible for the cost of reshipping.
6. Delayed Packages
Delivery dates are estimates. Carrier delays, customs delays, weather, holidays, peak-season volume, and other circumstances outside our control do not entitle you to a refund, replacement, or other compensation. A package arriving after its estimated date is not, by itself, grounds for a refund.
7. Lost Packages
If your tracking has not updated for 15 business days, or your order has not arrived 30 days after it shipped, you may submit a claim to lesgensincompris@gmail.com with your order number and tracking number. Claims must be submitted within 60 days of the ship date, and claims made after that will not be considered.
We will investigate with the carrier and our fulfillment provider. You may be asked to open a claim with the carrier, to confirm your shipping address, and to provide any documents requested. A replacement or refund is available only if the carrier or our fulfillment provider confirms that the package was lost in transit. If confirmed, the remedy (reship or refund) is at our sole discretion, except where law requires otherwise. Submitting a claim does not guarantee approval.
8. Packages Marked as Delivered
If tracking shows that your order was delivered to the address provided at checkout, the order is complete. Please check with household members, neighbors, building management, and the delivery location, and allow 48 hours for the carrier to update. If you still cannot find your package, contact the carrier to open a claim and send us any documents they give you. We do not provide refunds or replacements for orders confirmed as delivered, including packages reported as stolen, misplaced, or missing after delivery, except where required by law or where the carrier confirms a delivery error.
9. Damaged, Defective, or Incorrect Items
If your item arrives damaged, has a manufacturing defect, or is materially different from what you ordered, contact us within 14 days of delivery at lesgensincompris@gmail.com. Include:
- your order number
- a description of the problem
- clear photos of the item, the packaging, and the shipping label
Claims submitted after 14 days will not be reviewed, except where law requires otherwise. We may ask for more information and may ask you to keep the item until we confirm next steps. Each claim is reviewed individually, and if approved we will, at our discretion, send a replacement or issue a refund. We do not cover damage caused after delivery, misuse, improper washing or care, alterations, normal wear and tear, or variations described in Section 10. Submitting a claim does not guarantee approval.
10. Print and Product Variations
Our products intentionally feature variations in print size, placement, alignment, texture, distressing, and color. Normal variation between pieces, production runs, product photos, and digital mockups is part of the design and is not a defect. Such variations are not grounds for a return, exchange, replacement, or refund. See Section 2 of our Terms of Service.
11. Refund Processing
Approved refunds go to the original payment method. After approval, refunds typically take 5 to 10 business days to appear, depending on your bank or card issuer. We are not responsible for delays caused by financial institutions. Original shipping fees and customs charges are non-refundable unless we are required by law to refund them.
12. Third-Party Fulfillment and Carrier Investigations
Because orders are produced and shipped by third parties, we may need to wait for their findings before deciding a claim. Our decisions are based on the information we receive from them and on our own records.
13. Disputes and Chargebacks
If you have a problem with your order, you agree to contact us first at lesgensincompris@gmail.com and give us a reasonable opportunity, at least 10 business days, to resolve it before you dispute the charge with your bank or card issuer. We keep records of tracking, proof of delivery, order communications, your acceptance of our policies at checkout, and your IP and device information, and we will provide them to your bank and payment processor to contest any dispute. Where a dispute is filed in bad faith or contradicts this policy, we may refuse future orders from you and recover amounts and fees we are permitted to recover by law.
14. Fraud and Abuse
We may refuse, cancel, or hold any order, and may restrict customers, who show signs of fraud, repeated claims, policy abuse, or false statements. Submitting a false claim may result in denial of the claim and a permanent ban.
15. Your Legal Rights
This policy applies to the fullest extent permitted by law. Nothing in it limits any statutory right or remedy that cannot legally be waived or limited.
15A. Customers in the EU, UK, and Similar Jurisdictions. If you live in a jurisdiction where mandatory consumer law applies, this section applies in place of any conflicting term above. You may withdraw from your purchase within 14 days after receiving your order, without giving a reason, by emailing lesgensincompris@gmail.com with your order number. You must return the item unused and in original condition within 14 days of notifying us, at your own cost. We will refund the purchase price and standard outbound shipping to your original payment method within 14 days of receiving the item or proof of return. You also keep your statutory rights for defective or non-conforming goods, and the risk of loss passes to you only when you or a person you name physically receives the order.
16. Changes to This Policy
We may update this policy at any time. Changes take effect when posted and apply to orders placed after the posting date.
17. Contact
Les Gens Incompris
Email: lesgensincompris@gmail.com