Exchanges, returns and claims
The Customer acknowledges having read the General Terms and Conditions of Sale before consulting this page. The terms "we", "our" and "the Seller" refer to the company SAS MILLA, operating the Millapoignées website.
At Millapoignées, every request is handled by a real team. We inspect returns one by one, with care, in order to remain fair, transparent and consistent with the actual condition of the returned products. This inspection is carried out manually and may take some time, particularly during busy periods.
Right of withdrawal: up to 90 days at Millapoignées
In accordance with applicable regulations, the consumer Customer has a statutory right of withdrawal of 14 days from receipt of the products.
Because a renovation project can take time, Millapoignées voluntarily extends this period to 90 days from receipt of the order, subject to compliance with the return conditions set out below and except as otherwise provided by law.
If you believe you are close to the 90-day limit, we invite you to contact us so that we can advise you on the steps to follow based on your situation.
Return acceptance conditions
For a return to be accepted, whether for a refund or an exchange, the following conditions must be met:
- Products must be complete: all parts, screws, accessories, instructions and supplied items must be returned.
- Products must be unused and unassembled and in a condition suitable for resale.
- Products must be returned in their original packaging, with the protective materials, boxes, padding or bags provided at the time of shipment.
- Products must show no signs of assembly, excessive handling, scratches, impacts, wear or deterioration.
- If a free product or a gift was included in the order, it must also be returned. A free product does not give rise to any separate refund.
If a returned product shows an anomaly, a missing part, scratches, marks from assembly or a condition that does not allow it to be resold, Millapoignées may apply a reduction to the refund or refuse the return if the product is unsaleable.
Very important: protect products carefully before returning them
Handles are finishing components. They must therefore be handled and transported with great care. Even a slight friction between two metal parts can cause scratches. A scratched or damaged handle can generally no longer be resold.
We therefore ask you to return items with the same protective conditions as when they were received.
In practice:
- Place each item back in its original box or packaging.
- Add protective material between the parts: tissue paper, foam, protective film, bubble wrap or any other suitable material.
- Avoid any direct contact between two metal parts.
- If a pair of handles was delivered assembled with the square spindle or rod, reassemble them in the same way if this provides better protection.
- Then place the products in a sturdy shipping box.
- Pack the contents securely to prevent any movement during transit.
Any return received scratched, incomplete, poorly protected or damaged may be subject to a reduction in refund or a refusal of return.
Products excluded from the right of withdrawal
In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal does not apply to certain products, in particular goods made to the Customer's specifications or clearly personalised.
This may apply in particular to made-to-measure products, special configurations, personalised products or products manufactured specifically at the Customer's request.
When this exclusion applies, the information is indicated on the product page, at the time of ordering or in communications with our team.
Return fees and conditions
- Return shipping costs are the responsibility of the Customer, unless the return is due to an error on our part or a product recognised as defective or non-conforming.
- Initial delivery charges are not refunded when the return results from a choice made by the Customer and not from an error by Millapoignées or a product defect.
- Any customs duties, taxes or administrative fees relating to an international delivery are not refunded, unless otherwise required by law.
- The return must be sent using a tracked shipping method. The tracking number must be communicated to us by e-mail.
Before making any return, we recommend contacting us at the following address: contact@millapoignees.fr, quoting your order number.
Return address
Please include in the parcel the delivery note or, failing that, a note clearly stating 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 the parcel, our team manually inspects the returned products: quantities, general condition, presence of accessories, compliance of the return and suitability for resale.
Returns are generally processed within 7 to 14 working days of receipt at our premises, depending on the period and the volume of requests.
Once the return has been validated, the refund is issued via the payment method used when placing the order, unless otherwise agreed with the Customer, for example in the form of a credit note.
If an anomaly is identified during the return inspection — such as a scratch, a missing part, a mark from assembly or insufficient protection — we will contact you by e-mail. Photos may be sent to document the situation.
Defective, damaged or non-conforming products
If a product received has a defect, damage or non-conformity, we invite you to contact us promptly at: contact@millapoignees.fr.
Your request will be examined in accordance with applicable statutory warranties, in particular the statutory warranty of conformity and the warranty against hidden defects, under the conditions set out by the regulations and our General Terms and Conditions of Sale.
In this case:
- Please send us clear photos or videos that clearly identify the problem.
- If the defect or non-conformity is confirmed, return shipping and/or reshipping costs will be covered by Millapoignées depending on the solution agreed upon.
- Depending on the situation, we may offer an exchange, the sending of an additional part, a repair, a goodwill gesture, a full or partial refund, in accordance with applicable legal provisions.
A minor defect or a difference that does not prevent normal use of the product does not automatically result in cancellation of the sale. Each situation is assessed on a case-by-case basis in order to offer the most appropriate solution.
Evidence to provide in the event of a claim
In order to process your request efficiently, please send us the following information:
- A clear photo of the product(s) received.
- A photo or video clearly showing the problem identified.
- A photo of the shipping label visible on the parcel, showing the tracking number and, if possible, the weight indicated.
- If the parcel arrived damaged: photos of the outer box, the inner protective materials and any other useful evidence showing the condition of the parcel upon delivery.
- Where possible, a report or reservation made with the carrier.
Late delivery
We do our utmost to meet the delivery times announced on our website and in the order tracking.
Some references may however depend on the production schedule of our European partners, on artisanal or semi-artisanal production, on peak activity periods, on logistical constraints or on transport uncertainties.
In the event of a significant delay, we will inform you as soon as possible and offer a solution in accordance with applicable legal provisions and our General Terms and Conditions of Sale.
Late or missing refunds
Once a refund has been approved, it is processed via the payment method used when placing the order. Depending on your bank or payment provider, the refund may take a few days to appear.
If you are awaiting a refund:
- First, check your bank account or card statement.
- Then contact your card provider or bank, as a processing delay may apply.
- If the refund has still not appeared after this period, please contact us at: contact@millapoignees.fr.