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Free express delivery on orders over €90 · Free pickup in Capens (31410) · Artisanal products from the South-West

Refund and Return Policy

Last updated: 30 May 2026

Maison Louis sells artisanal food products. Because some of them are perishable, our returns policy is strictly framed by law.
Independently of the right of withdrawal and of the returns policy set out below, you benefit from:

  • the legal guarantee of conformity, provided for by articles L217-3 to L217-20 of the French Consumer Code. For non-perishable products, this guarantee applies for two years from receipt of the goods. During this period, you do not have to prove the lack of conformity.
  • the guarantee against hidden defects, provided for by articles 1641 to 1649 of the French Civil Code. You may obtain a price reduction or the cancellation of the sale within two years of discovering the defect.

These guarantees apply within the limits inherent to the nature of food products and to their shelf life.
Here is what you need to know before ordering.

1. Non-returnable products (perishable goods)

In accordance with article L221-28 2° of the French Consumer Code, the following products are excluded from the right of withdrawal and cannot be returned:

  • Semi-cooked and fresh foie gras
  • Chilled terrines and pâtés
  • Fresh charcuterie (rillettes, vacuum-packed hams with a short use-by date)
  • Any food product with a use-by date of less than 30 days
  • Gift boxes and hampers containing one or more of these perishable products

⚠️ These products are available in our shop only and are not shipped.

2. Returnable products (non-perishable goods)

For products with a best-before date of more than 30 days, you have a 14-day right of withdrawal from the date of receipt:

  • Sterilised canned goods (tinned foie gras, cassoulet, garbure, tinned terrines)
  • Unopened airtight glass jars
  • Packaged dry goods (lentils, Tarbais beans)
  • Gift boxes made up entirely of non-perishable products

Mandatory conditions for returns

  • ✅ Product unopened and in its intact original packaging
  • ✅ Product undamaged and in perfect resaleable condition
  • ✅ Prior notification by email to lemarchedeslouis@gmail.com within the 14-day period
  • ✅ Return within 14 days of notification
  • ❌ Product opened, started, or with damaged packaging: not accepted
  • ❌ Product returned without prior notification: not accepted

Return costs

Return costs are at your expense. We recommend using a tracked service (Colissimo, Chronopost, etc.). Maison Louis cannot be held liable for a returned parcel that is lost or damaged without a tracking number.

Return address: Maison Louis — 9 bis rue des Vieilles Vignes — 31410 Capens, France

Refund

Once the return has been received and checked, a full refund (product price + standard outbound delivery charge) will be issued within 14 days, using the same means of payment as the original order (article L221-24 of the French Consumer Code).

3. Damaged, missing or non-conforming product

Whatever the nature of the product, should you receive a product damaged in transit, a missing product, or a product different from the one you ordered:

Mandatory procedure

  1. On delivery: if the parcel is visibly damaged, write precise reservations on the carrier’s delivery note before signing. For example: “crushed parcel”, “box opened”, etc.
  2. Within 3 days of receipt, contact us at lemarchedeslouis@gmail.com with:
    • Your order number
    • Photographs of the outside of the parcel (all sides)
    • Photographs of the damaged or non-conforming products

Please report any non-conforming product as soon as possible. Your rights under the legal guarantee of conformity (art. L217-3 et seq.) remain acquired under the conditions provided for by law. For perishable goods, a prompt report (ideally within 48–72 hours) makes it easier to handle the claim with the carrier.

Solutions offered

Depending on your preference and on product availability:

  • Full refund of the product concerned within 14 days

4. Special case of alcoholic drinks in gift boxes

Alcoholic drinks (wines, craft beers, Armagnac, Cognac, etc.) included in gift boxes follow the returns regime of the box itself:

  • Box containing a perishable product → no return
  • Box made up entirely of non-perishable products → return accepted if unopened

Under no circumstances may a bottle, flask or can that has been opened or started be returned or refunded.

5. Right of withdrawal

Article L221-5 of the French Consumer Code requires us to make a model withdrawal form available to the consumer (annex to article R221-1):

WITHDRAWAL FORM
(Please complete and return this form only if you wish to withdraw from the contract, either by post or by email)
For the attention of:
Maison Louis
9 bis rue des Vieilles Vignes, 31410 Capens, France
Email: lemarchedeslouis@gmail.com
I hereby give notice of my withdrawal from the contract
for the sale of the following goods:

Ordered on (*) / Received on (*):
Name of consumer(s):
Address of consumer(s):
Order number:

Signature of consumer(s)
(only if this form is notified on paper):

Date:
(*) Delete as appropriate.

6. Contact

For any question regarding a return:
📧 lemarchedeslouis@gmail.com
📞 +33 6 49 88 78 38 (Mon–Fri, 9am–12pm / 3pm–6pm)

Or use our customer service form.

To request mediation:
CM2C
49 rue de Ponthieu 75008 Paris, France
Telephone: +33 1 89 47 00 14
Centre de Médiation de la Consommation de Conciliateurs de justice