Returns

Exchanges, returns and refunds

Last updated: 20/06/2026

This page summarises our return conditions in a clear and practical way. It complements 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 Millapoignées.

At Millapoignées, 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 any justification. If your order arrives in several parcels, the period runs from the last product received.

To exercise it, write to us at contact@millapoignees.fr (the standard form is included as an appendix to our General Terms and Conditions of Sale, 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 the law: 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 logical conditions: the product must be returned new, complete, unfitted and undamaged, in its original packaging. Beyond the statutory 14 days, a product returned fitted, scratched, mismatched or incomplete may be refused. This extension does not apply to products made to order (see below).

Products made to order

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

For these products, the workshop launches 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, unfitted, undamaged, original packaging);
• the 90-day extension does not apply: beyond the statutory 14 days, these products are not taken back, unless there is 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 catalogue products, even in quantity. However, a return of more than 20 pieces or more than £1,500 requires a little organisation on our part (inspection, storage, logistics). In this case, contact us before sending anything back: we will advise you on the procedure and organise the return together.

To avoid unpleasant surprises on a large project, ordering a sample first remains your best ally: one test piece before ordering the whole lot.

Finally, where a quantity-based discount has been granted and only part of the products is retained, the refund is recalculated on the basis of the actual price of the items kept (see Article 3.1 of the General Terms and Conditions of Sale).

Very important: protect your products carefully before returning them

Handles, knobs, escutcheons and accessories are finishing pieces. A simple rub between two metal pieces 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 pieces (tissue paper, foam, film, bubble wrap);
• strictly avoid any direct contact between two metal pieces;
• place everything in a sturdy cardboard box and secure the contents to prevent movement.

What condition must the product be returned in?

To receive a full refund, a product must be returned complete (screws, escutcheons, spindles, instructions, accessories), unfitted, unused, unscratched, in its original packaging and in a resaleable condition.

If a product is returned damaged, incomplete or mismatched, we apply a deduction corresponding to the actual loss in value, justified with supporting 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, unless the error is on our part or the product is defective; 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 own 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.fr indicating your order number.

Return address

Please include the delivery note, or a note 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, resaleability). 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 dispatch. 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 fitting, site damage, incomplete packaging), we will contact you by e-mail 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.fr. Your request will be handled under the statutory guarantees (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-dispatch costs;
• depending on the situation, we may 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 in order 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 precisely;
• a photo of the shipping label (tracking number, weight if possible);
• if the parcel arrived damaged: photos of the outer box and inner protections;
• in the event of a missing item: photos of all products, accessories and packaging received.

Parcel damaged on delivery

Check the condition of the parcel on receipt. If it is visibly damaged, take photos before opening if possible, raise reservations with the carrier where you can, and notify us promptly. Claims for apparent anomalies or missing items must be reported within 30 days of receipt (see Article 7 of the General Terms and Conditions of Sale).

Late delivery

We do our utmost to meet the announced delivery times. However, certain references depend on the schedules of our European partners or on handcrafted production runs. 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 processed 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.fr.