Customer service and returns

1. Reminder of our terms and conditions of sale

Article 5: Receipt of the Products

The Buyer must check the number and condition of the parcels upon receipt and raise any objections with the carrier in the event of damaged or missing parcels, as CHAKS SARL cannot be held liable for missing or damaged parcels if the Buyer has not reported this to it in accordance with the terms set out below. (…)

The Buyer is obliged to visually inspect the condition of the Products received within three (3) days of the date of receipt of the Products. If, within this period, the Buyer identifies any defects in the Products received that are not attributable to transport, they must inform CHAKS SARL in writing, providing a precise and detailed list specifying the reference number, the number of items concerned, the nature and extent of the defect found, accompanied by photographs of the disputed Products.

Such claims shall only be admissible provided that the goods have not undergone any alteration and remain in their original condition. Under no circumstances may the goods be destroyed, altered, modified or transferred in any way whatsoever without the prior written consent of CHAKS SARL. (…)

Article 6: Claims

In the event of non-conformity of the Product delivered with the Product ordered, the Buyer must submit its claims in writing and must give CHAKS SARL every opportunity to ascertain these defects and remedy them where applicable. In the event of duly established non-conformity of the delivered product acknowledged by CHAKS SARL, the latter shall proceed, at its option taking into account the value of the goods or the significance of the defect, with replacement or repair of the defective part or Product, or with the issuance of a credit note in favour of the Buyer if repair or replacement of the goods is impossible, to the exclusion of any damages. The detailed procedure of our After-Sales Service and Goods Return Procedure is annexed to our GTCS or may be consulted upon simple request to our Sales Administration Department.

2. After-Sales Service and Goods Return Procedure

All complaints must be made in writing to the email address info@chaks.fr within a maximum of 3 (three) days of the customer receiving the goods..

For accounting reasons, we will not accept any requests for returns or refunds relating to items invoiced more than 12 months ago.

1. Broken, faulty and missing

a) Broken and faulty:

The customer must submit their complaint to us, stating the batch number and attaching photos and/or videos.

If any doubts remain, Chaks reserves the right to ask the customer for any further information required or to request the return of the disputed items before issuing a credit note.

b) Missing goods:

For missing items, we systematically check our stock: if it turns out to be correct, we will not issue a credit note unless the items were lost in transit. The customer has 3 (three) working days to notify us.

Once the dispute has been validated, the Sales Administration Department may, at the customer’s request and subject to product availability, arrange for a replacement or, where applicable, issue a credit note.

2. Pallet found to be damaged upon delivery to the customer:

If a pallet is damaged on arrival, the customer may refuse delivery or notify the Sales Department within 24 hours so that the claim can be processed.

To be entitled to compensation in the event of damage, total or partial loss of the goods transported, specific and detailed reservations* must be noted on the carrier’s delivery note upon delivery, in the presence of the driver, and confirmed within 3 (three) working days of receipt.

*Specific and detailed reservations: these must be written by the customer on the delivery receipt and must specify the quantities, references and description of the disputed items. Statements such as subject to unpacking, damaged packaging, damaged parcels’ etc. are not admissible in the event of a dispute.

Beyond this period, Chaks will not accept any compensation claims or complaints from the customer if it transpires that items are damaged.

3. Returns of goods

A request to return goods will only be considered if made in writing and subject to approval by Chaks. Such a request may be sent by email to info@chaks.fr specifying the number of boxes to be collected. If the return involves a pallet, it must be wrapped in stretch film and its gross weight must be provided.

If the return is due to an error on the part of the customer, the return costs shall be borne by the customer; in such cases, the costs will be covered by Chaks.

When returning goods, the customer must ensure that:

• Items must be returned with the original Chaks label, without any price tags, anti-theft tags or any other labels not belonging to the product.
• Suits must be folded in their original packaging with all their accessories.

Chaks will send the customer a Return Form, which must accompany the returned goods.

Upon receipt, a credit note will be issued based on the inspection carried out by our team.

The credit note will be sent to the customer by email and may be deducted from their next payment or refunded upon written request accompanied by bank details. All requests for amounts under €100 will be processed by cheque.