Returns

Exchanges, returns and refunds

Last updated: 20/06/2026

This page summarises our return conditions in a clear and practical way. It supplements our General Terms and Conditions of Sale, which remain the reference document when needed (in particular article 8). The terms "we" and "the Seller" refer to the company SAS MILLA, which operates Millapoignees.

At Millapoignees, every return is inspected one by one, by hand, by our team. This careful inspection ensures fair and transparent processing, and may take a little time during busy periods.

In brief

The statutory 14-day right of withdrawal

As a consumer, you have fourteen (14) days from receipt to change your mind, without giving any reason. If your order arrives in several parcels, the period runs from the last product received.

To exercise it, write to us at contact@millapoignees.com (the standard form appears in the annex to our T&Cs, but it is not mandatory). You then return the products within 14 days of your request. The product must be complete and in its original packaging.

Our commercial extension of up to 90 days

Because a project often takes longer than expected, we go beyond what the law requires: for most of our products, you can return an item up to 90 days after receipt.

This is a benefit we offer voluntarily, with a few reasonable conditions: the product must be returned new, complete, unassembled and undamaged, in its original packaging. Beyond the statutory 14 days, a product returned assembled, scratched, mismatched or incomplete may be refused. This extension does not apply to made-to-order products (see below).

Made-to-order products

Some of our finest pieces are handcrafted to order, by hand or in small batches, specially for you, following confirmation of your purchase. This applies in particular to certain references from the brands Mandelli, Dauby, DCG Laiton, Dot Manufacture, Marbelo, Open and Hide, Ento and Enrico Cassina. Where applicable, this is always clearly indicated on the product page.

For these products, the workshop starts production solely for your order and does not return them to stock. As a result:

• you retain your statutory 14-day right of withdrawal (product complete, unassembled, undamaged, original packaging);
• the 90-day extension does not apply: beyond the statutory 14 days, these products are not taken back, except in the case of a defect or an error on our part;
• any return must be subject to our prior written agreement.

Our advice: for a complete project, first order a single piece to validate the model, finish and compatibility before ordering your full quantities.

Bulk orders and complete projects

We are happy to take back standard products from our catalogue, even in quantity. However, a return of more than 20 items or over £1,500 requires a little organisation on our end (inspection, storage, logistics). In this case, contact us before sending anything back: we will advise you on the procedure and organise the collection together.

To avoid unpleasant surprises on a large project, ordering a sample remains your best approach: one test piece before ordering the full quantity.

Finally, where a quantity discount has been granted and only some of the products are kept, the refund is recalculated on the basis of the actual price of the items retained (see article 3.1 of the T&Cs).

Very important: protect your products properly before returning them

Handles, knobs, roses and accessories are finishing pieces. A simple rub between two metal parts can cause a scratch — and a scratched handle can generally no longer be resold. Please return them in the same protective conditions as when you received them:

• place each item back in its box or original packaging;
• place a protective layer between the parts (tissue paper, foam, film, bubble wrap);
• avoid any direct contact between two metal parts at all costs;
• Place everything in a sturdy box and secure the contents to prevent movement.

In what condition must the product be returned?

To be fully refunded, a product must be returned complete (screws, roses, spindles, instructions, accessories), unassembled, unused, unscratched, in its original packaging and in a resalable condition.

If a product is returned damaged, incomplete or mismatched, we apply a deduction corresponding to the actual loss in value, supported by photos. As a guide:

Reminder: under the 90-day extension (beyond the statutory 14 days), a damaged product may be refused without refund.

Return costs and procedures

• Under the statutory right of withdrawal (14 days), return costs are at your expense, except in the case of an error on our part or a defective product; the initial delivery charges (standard method) are refunded.
• Under the 90-day extension, the initial delivery charges are not refunded when the return results from your choice.
• Any customs duties or taxes on an international delivery are not refunded, unless otherwise required by law.
• Use a tracked delivery method and keep the tracking number.

Before any return, write to us at contact@millapoignees.com indicating your order number.

Return address

Please include the delivery note, or a slip with your first name, surname and order number.

SAS MILLA
13, avenue du Bois
94430 Chennevières-sur-Marne
France

Processing times and refunds

Upon receipt of your parcel, we manually check the products (quantities, condition, accessories, resalability). Returns are generally processed within 7 to 14 working days of receipt, depending on the period.

Under the statutory right of withdrawal, the refund is made no later than 14 days after you have informed us of your decision; we may defer this refund until receipt of the product or proof of postage. The refund is made via your original payment method, unless a credit note is agreed.

If we identify an anomaly during inspection (scratch, missing part, signs of assembly, construction site damage, incomplete packaging), we will contact you by email with supporting photos.

Defective, damaged or non-conforming product

If a product arrives with a defect, damage or non-conformity, contact us quickly at contact@millapoignees.com. Your request is handled under the statutory warranties (conformity and hidden defects). In this case:

• send us clear photos or videos of the problem;
• if the defect is confirmed, we cover the return and/or re-shipment costs;
• depending on the situation, we offer an exchange, dispatch of a replacement part, a repair, a goodwill gesture or a full or partial refund.

A minor defect that does not prevent normal use of the product does not automatically result in cancellation of the sale: each case is assessed to find the best solution.

Useful information when making a claim

• a clear photo of the product(s) received;
• a photo or video showing the problem clearly;
• a photo of the shipping label (tracking number, weight if possible);
• if the parcel arrived damaged: photos of the box and the inner packaging;
• in the case of a missing part: photos of all products, accessories and packaging received.

Parcel damaged on delivery

Check the condition of the parcel upon receipt. If it is visibly damaged, take photos before opening if possible, note any reservations with the carrier where you can, and notify us promptly. Claims for apparent damage or missing items must be reported within 30 days of receipt (see article 7 of the T&Cs).

Late delivery

We do our utmost to meet the stated timescales. However, some items depend on the schedules of our European partners or on artisanal production. In the event of a significant delay, we will inform you as soon as possible and offer you a solution.

Late or missing refund

A validated refund is made to your original payment method; it may take a few days to appear depending on your bank. If you are waiting for a refund: first check your statement, contact your bank, then if necessary write to us at contact@millapoignees.com.