Refund and Returns Policy
Last updated: 20 August 2026
Chez Payvand Heritage, nous souhaitons que vous soyez pleinement satisfait de votre
achat. La présente politique de retour et de remboursement est conforme aux
dispositions du Code de la consommation français et s’applique à tous les
produits vendus sur www.payvandheritage.com.
1. Statutory right of withdrawal
In accordance with Articles L221-18 et seq. of the Consumer Code, all
consumers have a period of fourteen (14) calendar days from the
date of receipt of their order to exercise their right of withdrawal without having to give any reason.
To exercise this right, you may contact us at:
Payvand Heritage
– France
Email: info@payvandheritage.com
Telephone: +33 6 51 90 00 48
2. Payvand Heritage customer guarantee: returns up to 30 days
Beyond the statutory 14-day withdrawal period, Payvand Heritage offers its customers
a customer guarantee allowing them to request a return up to thirty (30) days after
receipt of the order.
This commercial guarantee is offered on a voluntary basis by Payvand Heritage
and applies only to products that meet the return conditions set out below.
3. Returns Policy
To be eligible for a refund or exchange, the product must:
be returned within the applicable time limit;
be in its original condition;
be clean and free from any odours;
show no signs of excessive use;
be free from stains, tears or damage;
be accompanied by any accessories;
be properly packaged for transport.
The customer may examine the rug as they would in a showroom or a physical shop.
However, any handling beyond what is necessary to assess the nature,
characteristics or quality of the product may result in a reduction in the refund
corresponding to the observed depreciation.
4. Products Excluded from Return
In accordance with Article L221-28 of the Consumer Code, the following may not be returned:
bespoke rugs;
rugs personalised at the customer’s request;
products modified to the customer’s specifications;
any product whose manufacture has been specifically adapted to a particular order.
These sales are final unless there is a lack of conformity or a hidden defect
5. Return costs
Unless the product is faulty or the error is attributable to Payvand Heritage, the cost of returning the item is
to be borne by the customer.
The customer is free to choose their preferred carrier.
For large or high-value rugs or any other products, Payvand Heritage
recommends using a tracked and insured delivery service.
Payvand Heritage cannot be held liable for parcels lost
or damaged during return transit.
6. Return address
Products must be returned to the following address:
Payvand Heritage
2 Rue Audra, 21000 Dijon
France
We recommend contacting our customer service team before making any return to facilitate the process.
6. Return address
Products must be returned to the following address:
Payvand Heritage
2 Rue Audra, 21000 Dijon
France
We recommend that you contact our customer service team before making any returns to help us process them more efficiently.
7. Damaged goods or incorrect delivery
If you receive a product that is damaged, faulty or different from the one you ordered,
please contact us as soon as possible, attaching photographs of the product in question.
In this case, Payvand Heritage will cover the return costs and, depending on the situation, will offer:
- an exchange;
- a replacement;
- a repair;
- or a full refund.
8. Refunds
Upon receipt and verification of the returned product, Payvand Heritage will issue a
refund within a maximum of fourteen (14) days in accordance with the applicable regulations.
The refund will be made via the same payment method used at the time of purchase, unless otherwise agreed.
Where the right of withdrawal is validly exercised, the refund shall include:
the price of the returned product(s);
the standard delivery charges originally charged at the time of the order.
Return delivery costs remain the responsibility of the customer unless otherwise specified by Payvand Heritage.
Payvand Heritage reserves the right to defer the refund until receipt of the returned product
or until receipt of proof of dispatch provided by the customer.
9. Exchanges
Exchanges are possible subject to stock availability.
If the new product chosen is more expensive, the customer will be required to pay the difference.
If it is cheaper, Payvand Heritage will refund the difference.
10. Statutory guarantees
This returns policy does not in any way affect the consumer’s rights under:
the statutory guarantee of conformity;
the guarantee against hidden defects;
as provided for in the Consumer Code and the Civil Code.
11. Contact
For any enquiries regarding a return or refund:
Payvand Heritage
– France
Email: info@payvandheritage.com
Telephone: +33 6 51 90 00 48
