Refund Policy

Last updated: [À COMPLÉTER : date de mise en ligne]

Our guides are digital files, delivered instantly. This page explains when you can get a refund and how. It does not limit your legal guarantees, which always apply.

1. Paid guides: right of withdrawal

Consumers normally have 14 days to withdraw from an online purchase without giving a reason (Article L221-18 of the French Consumer Code).

For digital content delivered immediately, this right does not apply once both of the following happened before delivery (Article L221-28, 13° of the French Consumer Code):

  1. you expressly agreed that your guide is made available to you immediately; and
  2. you expressly acknowledged that you therefore lose your right of withdrawal.

We collect this consent with a checkbox on the product page, before you add a paid guide to your cart, and we confirm it in your order confirmation email.

If we did not collect this consent, or did not confirm it to you by email, you keep your full 14-day right of withdrawal, counted from the day of your order. To use it, send us a clear statement (an email is enough) or the model form below. We will refund the full amount within 14 days of receiving your request (Article L221-24 of the French Consumer Code), using the same payment method you used, unless you expressly agree to another method. The refund is free of charge for you.

2. Faulty or non-conforming files: always covered

Whatever the situation above, you are covered by the legal guarantee of conformity for digital content (Articles L224-25-12 et seq. of the French Consumer Code) for two years from delivery, and by the legal guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code).

Contact us if your guide:

  • never arrived, or the download link does not work;
  • will not open, is corrupted or has missing pages;
  • does not match its description (contents, number of pages, format);
  • has fillable fields that do not work as described.

We will fix it free of charge, without undue delay: a corrected file or a new link. If we refuse, cannot fix it within a reasonable time, the problem persists, or the defect is serious, you can choose a price reduction or a full refund.

3. Free guides

Free guides cost nothing, so there is nothing to refund. If a free file is faulty, tell us and we will send you a working one.

4. How to contact us

Email: [À COMPLÉTER : e-mail]
Phone: [À COMPLÉTER : téléphone]
Postal address: [À COMPLÉTER : adresse du siège]
Or use our contact page.

Please include your order number and the email address used for the order. We reply within [À COMPLÉTER : délai, ex. 2 business days].

If we cannot resolve your request, you can refer the matter free of charge to our consumer mediator, as described in our Terms of Sale.

5. Model withdrawal form

(Annex to Article R221-1 of the French Consumer Code. Complete and return this form only if you wish to withdraw from the contract.)

To: [À COMPLÉTER : prénom et nom], EI, trading as Nana Pearl, [À COMPLÉTER : adresse du siège], [À COMPLÉTER : e-mail]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

— Ordered on (*)/received on (*):

— Name of consumer(s):

— Address of consumer(s):

— Signature of consumer(s) (only if this form is notified on paper):

— Date:

(*) Delete as appropriate.

Formulaire de rétractation (version française)

À l’attention de [À COMPLÉTER : prénom et nom], EI, Nana Pearl, [À COMPLÉTER : adresse du siège], [À COMPLÉTER : e-mail] :

Je/nous (*) vous notifie/notifions (*) par la présente ma/notre (*) rétractation du contrat portant sur la vente du bien (*)/pour la prestation de services (*) ci-dessous :

— Commandé le (*)/reçu le (*) :

— Nom du (des) consommateur(s) :

— Adresse du (des) consommateur(s) :

— Signature du (des) consommateur(s) (uniquement en cas de notification du présent formulaire sur papier) :

— Date :

(*) Rayez la mention inutile.