Returns & Refunds

RETURNS AND REFUNDS

If you have placed an order with Minéral and wish to return it, here is the essential information you need to know.

TO REMEMBER:

  • 14 days to change your mind (unused and uninstalled product)
  • 48 hours to report a broken or non-compliant product
  • Return covered by us in case of confirmed error or breakage
  • Return at customer's expense in other cases
  • Custom-made products not returnable

👉 We assist you in organizing the return, even for heavy or palletized products.

CASE 1: I changed my mind: "satisfied or refunded"

In accordance with regulations, you have a period of 14 calendar days from the day after delivery to notify us of your decision to withdraw, without having to provide a reason.

If this period expires on a Saturday, Sunday, or public holiday, it is extended until the next working day.

 

WHAT WE REFUND

In the event of a valid withdrawal, we will refund:

  • the amount of the returned products;
  • as well as the initial standard delivery costs.

 

WHAT WE DO NOT COVER

The return costs remain the responsibility of the customer.

For heavy, bulky, or pallet-shipped products, the return is charged at the actual cost of the carrier, depending on:

  • the weight;
  • the volume;
  • the distance;
  • access constraints;
  • and the stage of merchandise delivery.

 

IMPORTANT

If your order has already been handed over to the carrier at the time of your request, we can arrange its return or repatriation with our carrier.

The logistical costs actually incurred for this return (repatriation, return to dock, or new presentation) remain at your expense and will be directly deducted from the refund.

Simply refusing the goods upon delivery does not constitute a request for withdrawal. Any request must be explicitly made via the form at the bottom of the page or by email.

 

CONDITIONS FOR ACCEPTING RETURNS

Products must be returned in a condition that allows them to be resold, and in particular:

  • not installed, not used, and not damaged
  • in their complete original packaging
  • properly reconditioned (filmed and strapped pallet if applicable)

Any incomplete, installed, or damaged product returned may be refused a refund or subject to a reduction in value. Custom-made or specially manufactured products cannot be returned or exchanged.


HOW TO PROCEED?

Contact us via the form at the bottom of the page.

We will tell you what to do and, if necessary, organize the collection with our carrier.

Case 2: The product received does not match my order

If you have received an incorrect product or one that does not match your order (wrong reference, wrong finish, wrong quantity, preparation error), please notify us promptly.

 

HOW TO PROCEED?

Please contact us within 48 business hours of receipt via the form at the bottom of the page, attaching:

  • photos of the product received;
  • photos of the packaging if useful;
  • your order number.

 

IMPORTANT

Each request is subject to prior verification. If non-compliance is confirmed, we will offer you, depending on the case:

  • a replacement;
  • or a refund.

In this situation, return shipping costs will be covered by us.

Case 3: My order arrived damaged

If your order has been damaged during transit, it is important to react immediately upon receipt.

1. WHAT TO DO UPON DELIVERY:

Check the condition of the merchandise in the presence of the carrier.

In case of visible damage, make precise notes on the delivery slip, for example:

  • "broken pallet, 2 tiles shattered"
  • "packaging torn, product damaged"
  • "missing package"'

A vague mention such as "subject to unpacking" will not be taken into account.


2. AFTERWARD

Contact us within 48 business hours of delivery via the form at the bottom of the page, attaching:

  • photos of the package or pallet
  • photos of the packaging
  • photos of the broken product(s)



IMPORTANT: Each case is checked to confirm that the damage is indeed related to transport.

If this is the case, we will offer you:

  • a replacement
  • or a refund

In this case, return shipping costs will be at our expense.

Where should I return my product?

Returns should be sent to:

Minéral Pierre Naturelle
44 rue de Nancy
57915 Woustviller

It is also possible to return products to one of our 7 stores.


Practical return procedures

✓ Products must be returned in their original packaging.
✓ Instructions, accessories, and labels must be included in the package.
✓ For pallet returns, the goods must be properly repackaged, shrink-wrapped, and strapped.
✓ The collection area must be accessible, flat, and clear if a carrier is involved.
✓ You may appoint your own carrier if you wish.

Refund timelines

Refunds will be issued within a maximum of 14 days after receipt and verification of the returned products at our premises.

If products are returned incomplete, damaged, installed, used, or in a condition that prevents their resale, a discount or refusal of refund may be applied.


Need help?

Our customer service is available to answer any questions regarding returns and refunds.

Phone: 03 87 98 67 37

Email: info@mineral-pierre-naturelle.fr