Consumer information
EU Legal Guarantee
Goods sold to consumers in the European Union are protected by a minimum two-year legal guarantee of conformity, starting when the goods are delivered.
The legal guarantee concerns a lack of conformity that existed when the item was delivered and becomes apparent during the applicable guarantee period. It is different from a return for change of mind and from a voluntary commercial warranty.
Returns and the legal guarantee are different
Change of mind: where the statutory right of withdrawal applies, an eligible online purchase may be returned within 14 days after delivery without giving a reason. Legal exceptions may apply, including to certain sealed goods for health protection or hygiene reasons once unsealed. Please see our Returns & Exchange policy.
Faulty or non-conforming goods: the 14-day withdrawal period is not the deadline for reporting a lack of conformity. After that period, qualifying defects remain subject to the applicable legal guarantee. Our returns policy does not limit your mandatory statutory rights.
What it covers
Each request is assessed according to the nature of the item, the reported issue and the consumer law applicable in the relevant country.
Potentially covered
- The item does not match its description, specifications or agreed characteristics.
- The item cannot be used for its normal purpose or for a purpose accepted by the seller.
- A defect in materials or workmanship existed at delivery and becomes apparent within the legal period.
Not automatically covered
- Normal wear, ageing or deterioration resulting from ordinary use.
- Accidental damage, misuse, improper storage or failure to follow care instructions.
- Alterations, repairs or damage caused after delivery and unrelated to an original defect.
- A change of mind or a fit preference; these are handled under the separate returns policy.
How a claim works
Please contact Videnoir as soon as you notice a possible lack of conformity. A clear description and photographs help us assess the request promptly.
Email info@videnoir.net with your order number, a description of the issue and clear photographs.
We review whether the issue may constitute a lack of conformity and may request further information or inspection.
Where the claim is valid, repair or replacement is normally offered first, free of charge. A price reduction or refund may apply where required by law.
Burden of proof: if a defect appears within one year of delivery, EU rules generally presume that it existed at delivery unless proved otherwise or that presumption is incompatible with the goods or defect. Some Member States apply this presumption for two years. National rules may provide additional protection.
Official European Commission notice
Your statutory rights
The official harmonised notice summarises the principal EU legal guarantee rights. It must be read together with the consumer law applicable to your purchase, which may provide longer periods or additional protection.
Videnoir does not offer or present this legal guarantee as a voluntary commercial guarantee of durability.
Email info@videnoir.net and include your order number.
This page provides a general summary and does not limit or replace mandatory consumer rights. The official notice and applicable national law prevail. For country-specific information, consult the European Commission's Your Europe portal or the competent consumer authority.