Refund policy

Your satisfaction is our priority. Here are your rights and what to do in each situation.

In short

Right of withdrawal (non-personalized item): 14 days, return shipping at your cost.
Personalized item: not taken back or exchanged, except in case of our mistake or a defect.
Return period (defective item or our mistake): 35 days, exchange or refund, all costs paid by us.
Refund: within 2 days of receiving the returned item.
Before sending anything: email us and we will send you the return label by email.

1. Right of withdrawal: 14 days for non-personalized items

You have 14 days from receipt of your order to withdraw, without giving any reason. This right applies to all our non-personalized items, including when they are printed on demand.

How to proceed: email us your decision at constant@factqry.com (or use the withdrawal form in our Terms of Sale), with your order number. We will send you the return label by email (or the return address, if you prefer to use your own carrier). Then send the item back, in its original condition, no later than 14 days after informing us of your decision.

Return shipping costs: they are at your cost. You can send the parcel back with the carrier of your choice, or ask us for a return label: its actual cost, which depends on the carrier, the weight and the country of departure, is then deducted from your refund.

Refund: we refund you within 2 days of receiving the returned item, using the payment method used for your order; your bank may then take a few days to show it. As required by law, the refund is made no later than 14 days after your decision; we may wait until we have received the item, or proof that it has been sent back. The refund includes the price of the items and the original delivery costs, up to the cheapest standard delivery rate offered for your destination (in France: Mondial Relay pickup point): if you chose a more expensive delivery method, the difference is not refunded.

You are only liable for any loss in value of the item resulting from handling other than what is necessary to examine it (for example, an item that has been worn or washed).

2. Personalized items: no right of withdrawal

Under Article L221-28, 3° of the French Consumer Code, the right of withdrawal does not apply to items made to your specifications or clearly personalized: items bearing your photo, your text, a name, a date or any other element you have chosen. They are not taken back or exchanged, except in case of our mistake or a defect (section 3).

3. Defective item or our mistake: 35-day return period

Size, color, style or design different from your order, printing or manufacturing defect: you have a 35-day return period from receipt. Let us know at constant@factqry.com, with a photo. We will offer you an exchange or a full refund, including delivery and return costs. This applies to all our products, personalized or not.

These commitments are in addition to the legal guarantees you benefit from in all cases: the legal guarantee of conformity (2 years from delivery) and the guarantee against hidden defects (see our Terms of Sale, article 8).

4. Wrong size or color chosen by you

Non-personalized item: use your 14-day right of withdrawal (section 1). We will refund it, or exchange it if you prefer. Return shipping costs remain at your cost.
Personalized item: it is made for you and cannot be taken back or exchanged. Please check the size chart before ordering.

5. Cancelling an order

Email us as soon as possible at constant@factqry.com with your order number.

Non-personalized item: you can cancel as long as the order has not shipped. We refund the price of the items and the delivery costs, up to the cheapest standard rate (section 1).
Personalized item: you can cancel as long as production has not started. If the shipping label has already been created, delivery costs are not refunded.

6. How to return an item

Email us at constant@factqry.com with your order number, the item concerned and the reason (with a photo in case of a defect or mistake).
We reply with the steps to follow and send you the return label by email.
Drop off your parcel, well packed, with the label.

Please contact us before sending anything.

Any questions? constant@factqry.com