Delivery

The Client must ensure the package’s conformity upon receipt. Once the consumer takes possession of the goods, the risks of loss or damage are transferred to them.

The delivery period is the time between the order being recorded and the products being made available on-site (as per Article 1604 of the Civil Code). The transportation time is added to the delivery period.

Our company strives to meet the delivery deadlines indicated upon order acceptance based on industry-standard logistical timeframes and to fulfill orders except in cases of force majeure. The delivery slip provided by the carrier serves as proof of successful delivery.

The Client agrees to be present on the agreed delivery date with the carrier and to verify the order’s conformity upon receipt. If the Client cannot be present, they must designate an authorized person to receive the delivery and assume responsibility for it.

The available delivery options are as follows:

1. Standard delivery (“doorstep”): Performed by a courier service. The delivery is made to the entrance of your building or at the gate of your residence.

2. Premium delivery: Conducted by a specialized carrier with scheduled appointments and signature confirmation. The delivery is made to the desired room or location by two delivery personnel. Applicable fees vary based on the package’s weight:

Weight-based pricing:

• 0 to 30 kg: €35 (including VAT)
• 31 to 50 kg: €45 (including VAT)
• 51 to 70 kg: €50 (including VAT)
• 71 to 90 kg: €55 (including VAT)
• 91 to 150 kg: €60 (including VAT)

Relay Point Delivery®: Based on the information provided by the Client, the recipient of the package will be notified of its arrival at the Relay Point® via email and/or SMS. If delivery to the designated Relay Point® is not possible, MONDIAL RELAY may deliver the package to the nearest available Relay Point® after notifying the recipient. No refund for the service will be provided in such cases.

Packages are held at the Relay Point® for a period of 14 calendar days*. The package is handed over to the recipient upon presentation of valid identification and a digital signature on the Relay Point® terminal or a delivery receipt*. In cases where the signature is recorded on an electronic terminal, this signature and its reproduction serve as proof of delivery to the recipient and are legally equivalent to a handwritten signature*.

Packages that are not collected by the recipient within this period will be returned to the sender via the designated Relay Point®.

The Client is notified via email when the package is made available at the drop-off Relay Point®. The package will remain available to the Client for 14 calendar days at the designated Relay Point®.

After this period, the package will be sent from the drop-off Relay Point® to Mondial Relay’s Service Expertise at 9 Avenue Antoine Pinay, 59510 HEM. The package will be held at this address for one month. The Client is responsible for retrieving the package at their own expense. After this one-month period, Mondial Relay may dispose of the package as it sees fit.

*For delivery to an automatic Relay Point® locker: The holding period is 3 calendar days. Retrieval requires a PIN code or QR code, and uncollected packages will be transferred to a nearby Relay Point® for drop-off.

Delivery Type Based on Products

The type of delivery depends on the products ordered. Examples include: “scratched items, dents, non-compliant product – incorrect reference, color errors, etc.” For certain islands, delivery pricing is applicable only up to the pier. The carrier will notify the Client of the package’s arrival. It is the Client’s responsibility to arrange for package collection.

Special Delivery Situations

If your residence is in an area inaccessible to large vehicles, please contact customer service to discuss alternative delivery options for your package(s).

Return and Refund Period

In accordance with Articles L221-18 and subsequent of the Consumer Code, you have a 14-day period from the receipt of your order to exercise your right of withdrawal. Products must be returned in their original condition and packaging.

If the delivered products do not meet your expectations, please send us the completed withdrawal form either by email (click here) or by post to the following address:

OKINO LIVING

3 Avenue Marie Reynoard

38100 Grenoble (France)

You can download the withdrawal form directly from our website at the following address: www.okinoliving.com.

If the deadline falls on a Saturday, Sunday, or public holiday, it is extended to the next working day.

The return of goods is the responsibility of the Client. The Client must arrange for a transporter to return the goods in the best possible condition. The transportation costs and associated risks (loss or damage) are entirely borne by the Client. In case of loss by the transporter, the Client alone is responsible.

The return of a product will only be accepted if it is in its original packaging or equivalent packaging. No refund will be issued if the product is deemed unsuitable for resale.

For all item returns, please send the packages, at your expense, to the following address:

ABERIAL - Nicolas Pocard

65 Route de Combes

82700 Montech

Each returned package must include a return number provided by OKINO LIVING’s customer service.

The refund for returned goods will be made within fourteen (14) days from the date we are informed of the Client’s decision to withdraw, provided the goods are returned in a new, complete state and in their original packaging or other suitable packaging.

Refunds will be made using the same payment method as the initial order.

For Clients who wish OKINO LIVING to arrange the collection of packages, a request must be made to our customer service. Below is an indicative pricing grid for organizing returns:

Return Pricing Grid

These rates apply only to mainland France.

• For clients in the Benelux region, a 25% surcharge applies.

• An additional fee of €30 (including VAT) applies for Corsica and islands.

Weight (Kg) Tariffs (€ incl. VAT)

0–15 45

16–30 65

31–40 95

41–50 105

51–60 115

61–70 120

71–80 125

81–90 135

91–100 140

101–150 185

151–200 225

These rates do not include upstairs collection or the use of specific handling equipment.

Warranty

For consumer use (in accordance with the Consumer Code), all our products come with a legal compliance warranty of 2 years from the delivery date. In the event of a repair, this warranty is extended by 6 months.

The warranty does not apply in the following cases:

a) Damage caused during transport after delivery, accidents, improper use, or any other non-compliant usage.

b) Transport of the product without its original packaging.

c) Burns, cuts, scratches, abrasions, or other damage caused by pets or improper use.

d) Contact with chemicals (acids, solvents, dyes, etc.) or cleaning with unsuitable products.

e) Discoloration due to exposure to sunlight or a heat source.

f) Indirect damages or losses of any kind.

g) Damage resulting from failure to follow the provided installation, usage, or maintenance instructions.