Return policy

Contact Information for Returns

If you have questions about returns, need to start a return, or have issues with your returned items, reach out to us via:
      • Physical Address (for return shipments): 25 Rue de Port-Mahon, Paris, Île-de-France 74163, France
      • Phone Number: +33 6 31 54 95 32
      • Email Address: support@infrappliance.com

Eligibility for Returns

To be eligible for a return, your ceramic mug or thermal mug must meet these requirements:
      • You request the return within 30 days of receiving your order. We won’t accept returns after this 30-day period.
      • The item is unused and in its original condition—no scratches, stains, or damage from use.
      • The item is still in its original packaging (including any tags, foam inserts, or boxes that came with the product).
      • Custom-made or personalized ceramic/thermal mugs are not eligible for returns unless they arrive defective or damaged (see "Defective or Damaged Items" below).

How to Start a Return

Follow these simple steps to return your item:
      1. Contact us at support@infrappliance.com or +33 6 31 54 95 32. Include your order number, the name of the item you want to return, and the reason for the return.
      2. Wait for our response—we’ll send you a confirmation email with a return authorization number (RA number) and detailed instructions on how to ship the item back to us.
      3. Package the item securely (use the original packaging if possible) and write the RA number on the outside of the package.
      4. Ship the item to our physical address (listed above). You’ll be responsible for paying the return shipping costs, unless the item is defective or we made a mistake with your order.

Processing Returns and Refunds

Once we receive your returned item, we’ll inspect it within 3-5 business days to check if it meets the return eligibility requirements.
      • If the return is approved, we’ll process your refund to the original payment method (e.g., credit card, PayPal) within 5-7 business days. Note that it may take an additional 2-3 business days for the refund to show up in your account—this depends on your bank or payment provider.
      • If the return is rejected (e.g., the item is used, damaged, or missing parts), we’ll contact you to let you know, and we’ll send the item back to you at your own cost.

Defective or Damaged Items

If you receive a ceramic mug or thermal mug that is defective (e.g., a crack in the ceramic, a broken lid on the thermal mug) or damaged during shipping, follow these steps:
      1. Contact us within 7 days of receiving your order—include your order number, photos of the defective/damaged item, and photos of the shipping package (if it’s damaged).
      2. We’ll review your request and, if approved, we’ll either send you a free replacement or process a full refund (your choice).
      3. We’ll cover all return shipping costs for defective or damaged items—just follow the instructions we send you in our confirmation email.

Exceptions

      • We won’t accept returns for items that were damaged due to improper use (e.g., dropping a ceramic mug, putting a non-dishwasher-safe thermal mug in the dishwasher).
      • Sale or clearance items are eligible for returns only if they are defective or damaged—we won’t accept returns for sale items simply because you changed your mind.

Key France-Specific Adjustments:

    1. Return Contact Details: Updated to the provided French return address (formatted with French postal standards) and phone number (localized with +33 country code and space-separated digits for readability).
    2. Consistency: Aligned all contact references (phone number/address) with French market information, ensuring no residual U.S. details remain.
    3. Formatting: Maintained the original step-by-step structure for clarity, while adapting location-specific fields to French standards (e.g., "Île-de-France" as the region).
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