Refund policy
🔁 Return & Refund Policy
ReturnsWe have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at support@nenos.co.uk.
If your return is accepted, we will send you instructions on how and where to send your package.
⚠️ Returns sent back without first requesting a return will not be accepted.
You can always contact us for any return question at support@nenos.co.uk.
Return Shipping
Unless the product is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer.
We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.
Damages and Issues
Please inspect your order upon reception and contact us immediately at support@nenos.co.uk if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-returnable items
Certain types of items cannot be returned, such as:
-
Perishable goods
-
Custom or personalised products
-
Items on clearance or marked as “Final Sale”
-
Gift cards
If you have questions about a specific item, please contact us before placing your order.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 5–10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund.
Late or Missing Refunds
If you haven’t received a refund after 10 business days:
-
First, check your bank account again.
-
Then contact your credit card company or bank.
-
If you’ve done all of this and still have not received your refund, please contact us at support@nenos.co.uk.
UK Consumer Rights
This policy does not affect your statutory rights under UK consumer law.
If your item is faulty or not as described, you are entitled to a refund or replacement in accordance with UK regulations.
Article 1 – GENERAL PROVISIONS – SCOPE OF APPLICATION
1.1 These General Terms and Conditions of Sale (“the GTC”) set out the rights and obligations of the parties in the context of the online sale of the Products offered by the company E-CONNECT MÉDIA LTD (“the Company”).
1.2 Any Order placed on the E-CONNECT MÉDIA LTD website implies prior and unreserved acceptance of these General Terms and Conditions of Sale, which are governed by French law. These GTC therefore form an integral part of the Contract between the Customer and the Company. They are fully enforceable against the Customer, who declares that they have read and accepted them, without restriction or reservation, before placing the Order.
1.3 These GTC apply to any Order placed by an adult natural person acting as a consumer. The Customer therefore declares that they are a natural person over 18 years of age, acting for purposes that do not fall within the scope of their commercial, industrial, craft, liberal, or agricultural activity. The Customer acknowledges having legal capacity to be bound when placing an Order and undertakes to provide truthful information regarding their identity.
1.4 EXCLUSION: Persons acting in a professional capacity are expressly excluded from the scope of application of these GTC, i.e., natural or legal persons, public or private, acting for purposes falling within the scope of their commercial, industrial, craft, liberal, or agricultural activity, even if acting in the name of or on behalf of another professional.
Professionals wishing to place an Order with the Company are invited to contact us directly.
1.5 The GTC applicable to each Order are those in force on the date of payment (or the first payment, in the case of multiple payments) of the order. The Company reserves the right to amend them at any time by publishing a new version on its website. These GTC may be consulted on the Company’s website at the following address: https://capiez/pages/cgv and may be downloaded in PDF format.
1.6 In accordance with Articles L.616-1 and R.616-1 of the Consumer Code, our company has implemented a consumer mediation system. The selected mediation body is: SAS CNPM - MÉDIATION - CONSOMMATION. In the event of a dispute, the consumer may submit their complaint on the website: ttp://cnphm-mediation-consommation.eu and/or by post, writing to:
CNPM - MÉDIATION - CONSOMMATION
27, avenue de la Libération – 42400 SAINT-CHAMOND
Article 2 – ENTERING INTO THE ONLINE CONTRACT
2.1. Order placement process
To purchase one or more Products on the website, the Customer selects each Product and adds it to their cart. Once selection is complete, the Customer must confirm their cart to proceed with the Order (1st click).
At this stage, the Customer is redirected to a page containing:
A summary of the selected Products, the corresponding prices, the delivery terms and delivery costs. The Customer must then check and, where appropriate, correct the contents of their cart.
These GTC. The Customer must read them carefully before validating the entire Order.
Validation of the Order after checking the cart and reading the GTC (2nd click) constitutes conclusion of the Contract, and the Customer acknowledges that the 2nd click implies an obligation to pay on their part.
The Customer is then redirected to the payment page. They may choose from the different payment methods offered and proceeds to pay for their Order.
After validating the Order and making payment, the Customer receives, at the email address provided to create their account, an order confirmation message from the Company. This message contains, in PDF format:
The summary of the order (selected Products, prices, delivery terms and delivery costs);
Precise identification of E-CONNECT MÉDIA LTD and its activity;
The Order number;
The terms, conditions, and withdrawal form;
These GTC in PDF format.
If the Customer does not receive the order confirmation, it is recommended that they contact the Company via the contact form available on the website.
The Customer then receives a purchase invoice sent in electronic format, which the Customer expressly accepts.
The Customer is strongly advised to keep this confirmation message and the purchase invoice also sent electronically, as these documents may be used as evidence of the Contract.
2.2 Cases in which the Company may refuse to validate the Order
The Company reserves the right to refuse the Order for any legitimate reason, for example:
Order not compliant with the GTC;
Ordered quantities that do not correspond to normal use by a consumer Customer;
Failure to pay for a previous Order or an ongoing dispute relating to a previous Order;
Suspicion of fraud in the Order (supported by a set of consistent indications).
Article 3 - CHARACTERISTICS AND AVAILABILITY OF PRODUCTS
3.1 Product characteristics
The essential characteristics of the goods and their respective prices are made available to the Customer on the Company’s websites, as well as, where applicable, information on the use of the product.
Although the Company takes reasonable care to ensure the accuracy of the Specifications, these, except for certain information such as pricing information, are provided by the Company’s suppliers. Consequently, the Company declines any responsibility for any errors that may appear in the Specifications.
The Specifications are presented in detail and in French [Note: the reference to the original language of the document being translated, which was French, has been kept]. The Parties agree that the illustrations, videos, or photos of the Products offered for sale have no contractual value. The period of validity of the Product offer, as well as the prices, is indicated on the Company’s websites.
3.2 Product availability
Product offers are valid while stocks last with our suppliers. This Product availability is, in principle, indicated on the specific page of each Product.
However, insofar as the Company does not reserve stock (except in specific cases of Products marked as pre-order on the Product page), placing a Product in the cart does not absolutely guarantee the availability of the Product nor its price.
If a Product becomes unavailable after the Customer has validated their Order, the Company will immediately inform the Customer by email. The Order will be automatically cancelled and the Company will refund the price of the Product initially ordered, as well as any amount paid in respect of the Order.
However, if the Order contains other Products in addition to the one that has become unavailable, those other Products will be delivered to the Customer and delivery costs will not be refunded.
Article 4 – PRODUCT PRICE
4.1 Reference price indicated on the websites
The reference price of the Products offered on the website is the price recommended by the brand, the manufacturer, or its official representative. If none exists, it is a price determined based on the prices at which the Product is usually sold within a panel of retailers that distribute it. This price is updated as soon as the brand, manufacturer, or its official representative communicates a new recommended price for the Product or as soon as the price applied within the panel of retailers changes.
4.2 Change of prices indicated on the websites
Product prices are indicated on the Product description pages. They are indicated excluding taxes, excluding customs duties, and excluding delivery costs. The Company reserves the right to change Product prices at any time, in compliance with applicable legislation.
Ordered Products will be invoiced based on the price in force on the website at the time the Order is validated.
4.3 Product price
For Products shipped outside the European Union at the request of Customers, the prices of Products sold via the websites are indicated in Euros excluding taxes (excluding VAT and customs duties), unless otherwise stated.
These prices are precisely indicated on the Product description pages. They are also indicated in Euros excluding taxes (excluding VAT and customs duties), unless otherwise stated, on the Product Order page, and excluding specific shipping costs.
Product prices do not include import VAT, import taxes, or customs duties, which must be paid in addition and will be entirely borne by the Customer, who is responsible for these taxes as the recipient of the Product.
The price(s) of the Product(s) do not include packaging, packing, shipping, transport, insurance, and delivery of the Product(s) to the delivery address.
For products shipped from within the European Union and if the customer is delivered within the European Union, the customer purchases a product with taxes included, including VAT.
4.4 Payment of taxes
For products shipped outside the European Union at the request of Customers, the Customer is solely responsible for the process of declaring and paying import VAT during customs clearance of the Product. The Customer may be required to pay import VAT. Since this tax is not the responsibility of the Company, the Company cannot be held liable for refunding this tax.
For all products shipped outside the European Union and/or the French Overseas Territories (DOM-TOM), the price is automatically calculated excluding taxes on the invoice. Customs duties or other local taxes, import duties, or state taxes may be payable in certain cases. The Company has no control over these duties and amounts. They will be borne by the Customer and are the Customer’s responsibility (declarations, payments to the competent authorities, etc.). In this respect, the Company invites the Customer to inform themselves about these matters with the relevant local authorities.
For products shipped from within the European Union and if the customer is delivered within the European Union, the customer purchases a product with taxes included, including VAT.
Article 5 – PAYMENT OF THE PRODUCT PRICE
5.1 Time of payment
Payment of the full amount of the Order must be made immediately after validation of the Order.
The Company may, exceptionally, grant payment in several installments, notably taking into account the amount to be paid and its knowledge of the Customer concerned. However, the Company is under no obligation to grant such payment terms. In the event of a particular situation, the Customer may request this by contacting the Company’s Customer Support Service at the following address: contact@nenos.co.uk
5.2 Payment methods
To pay for the Order, the Customer may choose from different payment methods:
Payment by credit/debit card:
Only credit/debit cards linked to a banking institution located in France or international bank cards (Visa, MasterCard, American Express and Maestro) are accepted. The Customer guarantees the Company that they have the necessary authorization to pay with the credit/debit card used. The Customer expressly acknowledges that the payment commitment given by card is irrevocable and that communication of their credit/debit card number constitutes authorization to debit their account up to the total amount corresponding to the ordered Products. The amount will be debited at the time the Order is validated.
Payments by credit/debit card are made through a secure payment platform and the communicated credit/debit card information benefits from SSL encryption.
Payment via Paypal
Payment by Paypal is accepted up to the limit of €1,000.
It is noted that, in the event of using this payment method, Paypal’s General Terms of Use, available on its website, are added to these GTC.
Payment by vouchers and/or promotional codes
Vouchers and/or promotional codes issued by the Company may be used to pay all or part of the Order. These vouchers and/or promotional codes are valid only once. In the event of an attempt to use vouchers and/or promotional codes fraudulently, the Company may cancel the Order outright.
In general, in the event of refusal of payment authorization by officially accredited bodies or in the event of non-payment of the Order, the Company reserves the right to suspend and/or cancel that Order.
The Company reserves the right to suspend, at any time, any of the payment methods, particularly if a payment service provider stops providing the service used or in the event of a dispute with a Customer relating to a previous Order.
The Company reserves the right to implement an order verification procedure intended to ensure that no one uses another person’s bank details without their knowledge. As part of this verification, the Customer may be asked to send to the Company by email or postal mail a copy of an identity document, proof of address, as well as a copy of the credit/debit card used for payment. Precise instructions relating to the exact content of the requested information (to preserve the confidentiality of the Customer’s data) will be communicated to the Customer in the event of verification. The Order will only be validated after receipt and verification of the documents sent.
Article 6 - DELIVERY – CUSTOMS CLEARANCE – RECEIPT
6.1 Delivery
Before validation of the Order, the Company provides the Customer with information relating to the different delivery methods and their respective prices. After the Customer chooses the delivery method, the Company provides the Customer with an estimated delivery time.
The Company will make every effort to ensure that the Product(s) are delivered no later than the scheduled delivery date. In the event of difficulty, the Company undertakes to contact the Customer quickly to inform them and to seek an appropriate solution with them.
Air transport, shipping and/or delivery of the Product(s) will be fully borne by the Customer (“Shipping Costs”). These shipping costs are included in the final price invoiced to the Customer at the time of the Order. On the other hand, any customs costs are not included in the price invoiced to the Customer by the Company.
Depending on the options chosen by the Customer, delivery will be made either to the address indicated by the Customer or, where applicable, to a collection point chosen by the Customer from the list of available points. It is therefore the Customer’s responsibility to carefully check the details provided for delivery, as the Customer remains solely responsible in the event of non-delivery due to incomplete or incorrect information.
6.2 Customs clearance
For products shipped outside the European Union at the request of Customers, the Customer purchases the product excluding taxes and becomes the importer of the purchased product as the recipient of the Product. The Customer is therefore in particular responsible for the import and customs clearance procedures for the product with the local customs authorities. Depending on the price of the Order, the Customer may be required to pay customs duties (for Products with a customs value greater than €150). The Customer is solely responsible for the process of declaring customs duties during customs clearance of the Product. These customs duties, which are not invoiced to the Customer by the Company, are not the responsibility of the Company. The Company therefore cannot be held liable for refunding these duties.
For products shipped from within the European Union and if the customer is delivered within the European Union, the customer purchases a product with taxes included, including VAT.
6.3 Receipt
Upon receipt of the Product, the Customer undertakes to check that the Product is complete and not damaged.
If an anomaly is detected, the Customer must contact the Company’s Customer Support Service within three days (excluding public holidays) from the date of receipt of the Product. Any complaint submitted after this period cannot be processed.
Article 7 – RIGHT OF WITHDRAWAL
7.1 Principle and period
The Customer has the right to withdraw, without having to give reasons, within fourteen (14) calendar days from the date of receipt of the Order. In the case of an Order for several Products, the period runs from receipt of the last Product.
If the right of withdrawal is exercised within the period mentioned above, the price of the Product(s) purchased and the delivery costs will be refunded, with return costs borne by the Customer.
7.2 Exclusions
In accordance with the provisions of Articles L. 221-18 to L. 221-28 of the Consumer Code, this right of withdrawal cannot be exercised for the following contracts:
Supply of goods or services whose price depends on fluctuations in the financial market beyond the professional’s control and likely to occur during the withdrawal period;
Supply of goods made to the consumer’s specifications or clearly personalized;
Supply of goods likely to deteriorate or expire rapidly;
Supply of goods which have been opened by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection;
Supply of goods which, after being delivered and due to their nature, are inseparably mixed with other items;
Supply of alcoholic beverages whose delivery is deferred beyond thirty days and whose value agreed at the time the contract is concluded depends on market fluctuations beyond the professional’s control;
Maintenance or repair work to be carried out urgently at the consumer’s home and expressly requested by the consumer, within the limits of spare parts and work strictly necessary to respond to the emergency;
Supply of audio or video recordings or computer software when they have been opened by the consumer after delivery;
Supply of a newspaper, a periodical publication, or a magazine, except in the case of subscription contracts for such publications;
Concluded at public auction;
7.3 How to exercise the right of withdrawal
To exercise the right of withdrawal, the Customer must inform the Company of their intention to withdraw, either by completing the standard form for which a template is provided below, or by sending an unambiguous statement expressing their intention to withdraw within the 14-day period mentioned above.
Standard withdrawal form template:
To the attention of Company E-CONNECT MÉDIA LTD, (capiez), Customer Support Service,
I, the undersigned ______, hereby notify you of my withdrawal from the contract relating to the sale of the Product indicated below:
Product name:
Date of order and receipt:
Order number:
Tracking number of the order subject to withdrawal:
Customer name:
Customer address:
Customer signature: (only if this form is notified on paper)
Date:
This form must be sent to the Company at the following address: contact@capiez
The Customer has a period of 14 days from the sending of the withdrawal notice to return the Product to the Company in its original packaging, with return costs borne exclusively by the Customer.
Products must be returned in their original and complete condition (packaging, accessories, manual, etc.) so as to allow resale by the Company. If Products are received opened, used, incomplete, damaged, or dirty, the Company will not issue any refund and may even, if it considers it necessary and appropriate, hold the Customer liable for depreciation of the Product.
If the Product is returned under the conditions provided for by law and these GTC, the Company will refund all sums paid by the Customer, including delivery costs, within 14 days from notification of withdrawal, unless the Product is returned after that date. In such case, the Company will only issue the refund after receipt and verification of the condition of the returned Product.
This refund will be made using the same payment method used by the Customer to pay for the Order, unless the Customer expressly agrees to another payment method. In the case of payment by gift voucher/promo code, the Customer will be refunded by sending new gift vouchers/promo codes for an amount identical to that paid in that form.
Article 8 – WARRANTIES
8.1 Statutory warranties
The Company remains liable for defects of conformity of the goods, in accordance with the provisions of Articles L.217-4 et seq. of the Consumer Code, as well as for hidden defects of the item sold, in accordance with Articles 1641 et seq. of the Civil Code.
When acting under the statutory warranty of conformity (as provided for in Articles L.217-4 et seq. of the Consumer Code), the Consumer Customer:
Benefits from a period of 2 years from delivery to take action;
May choose between repair or replacement of the Product, subject to the cost conditions provided for in Article L.217-9 of the Consumer Code;
Is exempt from proving the existence of the defect of conformity during the 24 months following delivery of the goods if the Product is new, and during the 6 months following delivery if the Product is sold as second-hand/used.
The Customer may also decide to act under the statutory warranty against hidden defects under Article 1641 of the Civil Code, with the Customer being able to choose between cancellation of the sale or a reduction in price, in accordance with Article 1644 of the Civil Code.
These statutory warranties apply independently of any contractual warranty.
Reproduction of the applicable texts:
L.217-4 Consumer Code
“ The seller delivers goods in conformity with the contract and is liable for defects of conformity existing at the time of delivery. The seller is also liable for defects of conformity resulting from the packaging, assembly instructions, or installation when it has been carried out by the seller under the contract or under the seller’s responsibility. ”
L.217-5 Consumer Code
“ The goods conform to the contract:
1° If they are fit for the use normally expected of similar goods and, where appropriate:
if they correspond to the description given by the seller and possess the qualities that the seller presented to the buyer in the form of a sample or model;
if they present the qualities that a buyer may legitimately expect having regard to public statements made by the seller, the producer, or its representative, in particular in advertising or labeling;
2° Or if they present the characteristics defined by mutual agreement of the parties or are fit for any special use sought by the buyer, made known to the seller and accepted by the seller. ”
L.217-9 Consumer Code
“ In the event of a lack of conformity, the buyer chooses between repair and replacement of the goods. However, the seller may not proceed according to the buyer’s choice if that choice results in a cost that is manifestly disproportionate compared to the other option, taking into account the value of the goods or the extent of the defect. The seller is then required to proceed, unless impossible, according to the option not chosen by the buyer. ”
L.217-12 Consumer Code
“ The action resulting from the lack of conformity is time-barred after two years from delivery of the goods. ”
1641 Civil Code
“ The seller is liable under the warranty for hidden defects in the item sold that render it unfit for the use for which it is intended, or that diminish that use to such an extent that the buyer would not have purchased it, or would have given a lower price for it, had the buyer known of them. ”
1648 Civil Code
“ The action resulting from redhibitory defects must be brought by the purchaser within two years from discovery of the defect. […] ”
8.2 Manufacturer’s warranty
Some Products sold on the Site benefit from a contractual warranty granted by the supplier or manufacturer of the Product, to which the Company is not a direct party.
The existence of this type of warranty is mentioned, where applicable, on the specific Product page.
If the Customer wishes to invoke this warranty, they must inform the Company by contacting Customer Support and consult personally the terms of application of the warranty, which are generally included in the Product box.
It is recalled that the benefit of the Manufacturer’s Warranty does not prejudice the application of the legal provisions relating to the statutory warranty of conformity and the statutory warranty against hidden defects.
Article 9 - PERSONAL DATA PROTECTION
In the context of the commercial relationship, the Company, as data controller, collects a certain amount of mandatory personal data (including in particular first name, last name, delivery address, etc., marked with an asterisk) which are absolutely necessary for processing the Order, managing the commercial relationship, producing statistics, and complying with the Company’s legal and regulatory obligations. They are retained for 5 years from the end of the Contract.
Failure by the Customer to provide this information will result in the inability to process the Order.
This data is intended for internal use by the Company, but may be transmitted to companies that contribute to performance of the service, including in particular those that ensure delivery of the Products or process payments.
With regard to this personal data, the Customer has several rights:
Right of access to the personal data relating to them;
Right to rectification and deletion if the personal data are inaccurate, incomplete, ambiguous, outdated, or if the collection, use, communication, and retention of certain data is prohibited;
Right to limitation of processing, provided that this request is duly justified and does not prevent the Company from complying with its regulatory and legal obligations;
Right to object to processing (in particular in the case of processing for commercial prospecting);
Right to set post-mortem directives relating to the retention, deletion, and communication of their personal data;
Right to withdraw consent for certain processing operations (processing carried out before withdrawal of consent remains lawful);
Right to lodge a complaint with the CNIL (in France).
To exercise their rights, the Customer may submit a request to the Company via:
a message to the address contact@capiez
The request must mention the Customer’s email address, their last names, first names, postal address, and must be accompanied by a copy of their identity document (front and back).
A response will be sent within one month from receipt of the request.
Article 10 - INTELLECTUAL PROPERTY RIGHTS
Unless otherwise specifically stated on a Product page, sales of Products on the website do not imply any transfer of intellectual property relating to the Products sold.
Trademarks, domain names, products, software, images, videos, texts, or more generally any information subject to intellectual property rights are and remain the exclusive property of the Company or the original rights holder. No assignment of intellectual property rights is made through these GTC.
Article 11 - FORCE MAJEURE
The Company cannot be held liable for failure to perform its obligations under these terms and conditions in the event of an unforeseeable event or force majeure preventing it from doing so. The Company will inform the Customer of the occurrence of such an event as soon as possible.
Article 12 – EXCLUSION OF LIABILITY
Notwithstanding any provision to the contrary in these terms and conditions, the Company shall in no event be held liable for losses or damages resulting from improper use of the Product(s) by the Customer, including in particular any modification or alteration of the Product(s) not authorized by the Company.
Article 13 – SUSPENSION – ACCOUNT TERMINATION
The Company reserves the right to suspend or terminate the account of a Customer who breaches the provisions of the GTC or, more generally, applicable legal provisions, without prejudice to any damages the Company may claim.
Any person whose account has been suspended or closed may not place further orders or create a new account on the Site without the Company’s prior authorization.
Article 14 – ARCHIVING – EVIDENCE
Unless proven otherwise, information recorded by the Company constitutes evidence of all transactions.
For each Order, the Order summary is sent by email to the Customer and archived on the Company’s website.
Archiving of communications between the Company and the Customer is carried out in computerized records kept for 5 years under reasonable security conditions. These records, in which exchanges are stored on a reliable and durable medium, are considered proof of the communications, orders, payments, and transactions that occurred between the Customer and the Company. They may be produced as evidence of the Contract.
Archiving of communications, the order, order details, as well as invoices, is carried out on a reliable and durable medium so as to constitute a faithful and durable copy within the meaning of the provisions of Article 1360 of the Civil Code. This information may be produced as evidence of the contract.
The Customer will have access to the archived elements upon simple request to the address contact@capiez.
Article 15 - INVALIDITY AND AMENDMENT OF THE GTC
If any of the stipulations of these GTC is null and void, it shall be deemed unwritten, but this shall not entail nullity of all contractual provisions.
Any tolerance by the Company in applying all or part of the commitments undertaken under these GTC, regardless of its frequency and duration, may not be interpreted as an amendment to the GTC, nor give rise to any right for the Customer.
Article 16 – APPLICABLE LAW AND DISPUTE RESOLUTION
These GTC are governed by French law.
In the event of any difficulty, Customer Support is available to find an amicable solution.
Failing a solution found directly with Customer Support, the European Commission has created an online dispute resolution platform intended to collect any consumer complaints arising from an online purchase. The platform then forwards those complaints to a competent national mediator. You can access this platform via the following link: http://ec.europa.eu/consumers/odr/