Refund policy
Returns and Refunds Policy
At Péché Mignon, every product is selected, prepared and packed with the utmost care, in accordance with applicable food hygiene and safety standards.
This policy distinguishes between perishable or sensitive food products, which are not covered by the right of withdrawal where they meet the conditions laid down by law, and products for which the statutory right of withdrawal remains applicable.
Perishable or sensitive food products
In accordance with Article VI.53 of the Belgian Code of Economic Law, the right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly.
This exclusion applies in particular to our chocolates, pralines, confectionery and other food products whose quality, texture, appearance or safety may be affected by variations in temperature, humidity, handling, transport or storage conditions.
Once these products have been dispatched and have left our controlled storage chain, Péché Mignon can no longer guarantee their storage conditions or food integrity. They therefore cannot be offered for sale again after being returned.
For these products, no return, exchange or refund can be accepted due solely to a change of mind.
This exclusion does not affect the Customer’s rights where a product is damaged, missing, non-compliant or altered before receipt.
Sealed products
The right of withdrawal also cannot be exercised for sealed products that have been unsealed after delivery and cannot be returned for health protection or hygiene reasons.
Damaged, missing or non-compliant products
If a product is damaged, missing or does not comply with the order, the Customer is asked to contact Péché Mignon as soon as possible and ideally within 48 hours of delivery.
This 48-hour period allows us to assess the condition of fragile or perishable products promptly. It does not limit the Customer’s statutory rights in relation to non-compliance.
The request must be sent to help@peche-mignon.com and, where possible, include:
- the order number;
- clear photographs of the outside and inside of the parcel;
- a photograph of the shipping label;
- photographs of the products concerned;
- a precise description of the issue.
The Customer is asked to retain the parcel, the internal protective packaging and the products concerned until the claim has been fully assessed.
Each request is reviewed by Péché Mignon. Where non-compliance or damage for which we are responsible is confirmed, an appropriate remedy will be offered in accordance with applicable statutory rights, including replacement, a price reduction or a refund where the legal conditions are met.
Péché Mignon reserves the right to request further information and to reject requests that are manifestly fraudulent or abusive, without limiting the consumer’s statutory rights.
Liability during delivery
Where the carrier is offered by Péché Mignon, the risk of loss or damage remains with Péché Mignon until the Customer, or a third party designated by the Customer, takes physical possession of the parcel.
If the parcel is marked as delivered but has not been received, appears to be lost or arrives damaged, the Customer must contact Péché Mignon at help@peche-mignon.com. Where necessary, Péché Mignon will open an investigation with the carrier.
Deterioration after delivery
Péché Mignon cannot be held liable for deterioration occurring after the parcel has been received where it results in particular from:
- late collection from a pickup point;
- unsuitable storage or preservation after delivery;
- exposure to heat, cold, humidity or light after delivery;
- improper handling by the Customer or recipient;
- an incorrect or incomplete address supplied when placing the order.
These exclusions do not apply where the deterioration results from an error attributable to Péché Mignon or its carrier before the parcel is received.
Products covered by the right of withdrawal
For products that are not legally excluded from the right of withdrawal, including porcelain items, accessories and other non-perishable objects, the Customer has 14 calendar days to inform Péché Mignon of the decision to withdraw, without having to provide a reason.
This period starts on the day after the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the product.
Where a single order includes several products delivered separately, the period starts on the day after receipt of the final product or batch.
Where an order contains both food products excluded from the right of withdrawal and eligible items, withdrawal may only apply to items that are legally covered by that right.
Exercising the right of withdrawal
The Customer may exercise the right of withdrawal:
- using the withdrawal function available on our online store;
- by sending the statutory withdrawal form;
- or by sending an unequivocal statement to help@peche-mignon.com.
The request must identify the Customer, the order and the items concerned.
Where a request is submitted using the online function, an acknowledgement of receipt stating the content, date and time of the request will be sent without delay on a durable medium, in particular by email.
Return period and costs
After communicating the decision to withdraw, the Customer has a further 14 calendar days to return the items concerned.
The direct cost of returning the items is borne by the Customer, unless the return results from an error attributable to Péché Mignon or Péché Mignon expressly agrees to cover the cost.
Returns sent cash on delivery or giving rise to charges that have not been accepted in advance may be refused.
Packaging returned items
The Customer is responsible for packing returned items appropriately. Products must be packed with sufficient protection to withstand handling and transport.
Using the original packaging is strongly recommended where it was designed to protect the product. If it is no longer available, the Customer must use packaging that provides an equivalent level of protection.
The Customer may inspect the product only to the extent necessary to establish its nature, characteristics and proper functioning.
Where a returned product suffers a loss in value as a result of excessive handling, insufficient packaging or inadequate protection, Péché Mignon may reduce the refund by an amount corresponding to the loss in value actually established.
If the product is completely destroyed and no longer has any value due to manifestly insufficient packaging, this reduction may amount to its full value, subject to applicable statutory rights.
Refunds for eligible items
Where the right of withdrawal is validly exercised, Péché Mignon will refund the payments received for the items concerned and, where applicable, the cost of the least expensive standard delivery method offered when the order was placed.
Additional costs resulting from the choice of a more expensive delivery method, including Express or Saturday delivery, will not be refunded beyond the cost of standard delivery.
The refund will be issued no later than 14 days from the day on which Péché Mignon is informed of the decision to withdraw.
Péché Mignon may, however, withhold the refund until the returned items have been recovered or proof of dispatch has been received, whichever occurs first.
The refund will be made using the payment method used for the order, unless the Customer expressly agrees to another refund method that does not incur any fees.
Return address
Before returning any item, the Customer is asked to contact Péché Mignon so that the request can be identified and tracked.
Péché Mignon
Avenue des Alliés 95–97
4960 Malmedy
Belgium
The returned parcel must clearly state the order number or contain a copy of the proof of purchase.
Final provisions
This policy is intended to preserve the quality, freshness and safety of the products offered while ensuring that requests are handled clearly and fairly.
Nothing in this policy limits any mandatory rights available to consumers under applicable Belgian or European law.