Refund policy

RETURN AND REFUND POLICY

At Julien Pieper, every piece is conceived, crafted, and finished with the utmost care. We ask that you read this policy carefully before placing your order.

Made-to-order and personalised pieces The majority of our products are manufactured specifically for each client — including custom configurations of colour, material, finish, or dimension. In accordance with European consumer law (Directive 2011/83/EU, Article 16(c)), made-to-order and personalised products are exempt from the standard right of withdrawal. These pieces cannot be returned or refunded once production has commenced.

Standard products For non-personalised items available from existing stock, a return may be requested within 14 days of delivery, subject to prior written approval. Items must be unused, in their original condition, and returned in their original packaging. Return shipping costs and risks are borne by the client. We reserve the right to refuse returns that do not meet these conditions.

Right of withdrawal — EU customers If you are a consumer based in the European Union and your order does not involve a personalised or made-to-order product, you have the right to withdraw from the contract within 14 days of receipt, without providing a reason. To exercise this right, please contact us at info@julienpieper.com before the deadline expires.

Inspection upon delivery We strongly recommend inspecting your piece at the time of delivery. Any visible damage or discrepancy must be noted on the carrier's delivery document and reported to us within 48 hours of receipt, accompanied by photographic evidence. Claims submitted after this period may not be considered.

Damaged or defective items If your piece arrives damaged or presents a manufacturing defect, please contact us immediately at info@julienpieper.com. We will assess the situation and propose an appropriate resolution — repair, replacement, or a commercial gesture — at our discretion.

Return process No return will be accepted without prior written authorisation from Julien Pieper. To initiate a request, please contact info@julienpieper.com with your order reference, a description of the issue, and supporting photographs where applicable.