Refund policy

At MARGO, we want you to be fully satisfied with your purchase. If a piece does not suit you, you have a generous window to return it. This policy applies to consumer purchases made on margo-paris.com and is operated by Kelyon Group LTD.

1. Right to cancel

You have thirty (30) days from the day you (or a person designated by you) take physical possession of your order to cancel and return your item, without giving any reason.

This period is more generous than the statutory minimum of 14 days set by Articles L.221-18 et seq. of the French Consumer Code (transposing EU Directive 2011/83/EU).

To exercise the right to cancel, you may either:

• Email contact@margo-paris.com stating your unequivocal decision to cancel
• Use the model cancellation form provided at the bottom of our Terms and conditions

2. Return conditions

To be accepted, the returned item must be:

• In perfect condition, unworn, unwashed, unscented
• With its original tag intact
• Accompanied by its dust bag and original packaging

You are entitled to handle the goods as you would in a physical shop in order to establish their nature, characteristics and functioning. If diminished value of the goods results from handling other than what is necessary, you may be liable for that diminished value, in accordance with Article 14(2) of Directive 2011/83/EU.

3. Return shipping costs

For change-of-mind returns from Switzerland, customs clearance fees may apply and are payable by the Customer.

4. How to return an item

1. Email contact@margo-paris.com with: your order number, the item(s) concerned, and the reason for return.
2. Our Customer Care team replies within 48 working hours with the return address and full instructions.
3. Pack the item in its original packaging, dust bag included, and include a copy of your order confirmation inside the parcel.
4. Send the parcel using a tracked service. We recommend keeping the proof of postage until the refund has been processed.

The return parcel remains under your responsibility until it reaches our warehouse.

5. Refund timeframe and method

Once your return is received and verified at our warehouse, the refund is processed within fourteen (14) calendar days, and in any event no later than the statutory maximum of 14 days from the day we are informed of your decision to cancel (subject to receipt of the goods or proof of return).

The refund is made to the same payment method used for the original transaction. No fees are charged for the refund. The Customer receives a confirmation email when the refund is issued; depending on the issuing bank, the funds may take a few additional working days to appear on the account.

6. Exchange

To exchange an item for a different colour or reference, please contact us at contact@margo-paris.com stating the desired reference. Subject to availability, we send you the instructions to ship the original item and arrange dispatch of the new one. The replacement is shipped at our expense within France, Belgium, Luxembourg, Germany, Italy, Spain and Portugal.

7. Faulty or damaged item on receipt

If you discover a fault or damage upon opening your parcel, contact us within 48 hours of receipt with your order number and a clear photograph of the fault.

We treat your request as a priority and offer, at your choice and where applicable: a brand-new replacement, a repair, or a full refund. Return shipping costs are at our expense.

8. Statutory rights and warranties

Your statutory rights as a consumer remain fully applicable, in addition to and independently from this commercial returns policy.

8.1 — France and other EU residents

Under Directive (EU) 2019/771 (and, in France, Articles L.217-3 et seq. of the Consumer Code), goods are presumed to conform at delivery and benefit from a two (2) year legal guarantee of conformity. The Customer is entitled to a free repair or replacement of any non-conforming goods, and may benefit from a price reduction or contract termination under the conditions set by law.

The legal warranty against hidden defects (Articles 1641 et seq. of the French Civil Code) also applies, allowing the Customer to obtain a refund or price reduction within two (2) years of discovery of the defect.

8.2 — Swiss residents

Under Articles 197 et seq. of the Swiss Code of Obligations, the goods benefit from the statutory warranty for defects, giving you the right to a repair, replacement, or refund in case of non-conformity discovered within the statutory warranty period.

9. Items excluded from the right to cancel

In accordance with applicable law, the right to cancel does not apply to:

• Goods made to the Customer’s specifications or clearly personalised (for example, monogramming)
• Sealed goods unsealed after delivery and not suitable for return for hygiene reasons
• Gift cards

Sale items, second-hand items and pre-orders remain subject to the standard right to cancel unless expressly stated otherwise on the product page.

10. Help and contact

For any return-related question, contact our Customer Care team at contact@margo-paris.com — Monday to Friday, 9am to 6pm London time. We reply within 48 working hours.