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Refund policy

Refund Policy
The refund policy is extracted from the general sales conditions

In case of product return, we refund within 14 days from the reception of the product by our care.

We do not accept any refunds if the package is delayed before 6 weeks, however, if the package is declared lost by the carrier before this date, we will refund the order within 14 days by the payment method used.

After 6 weeks, the package will be considered lost and you can ask for a refund.

The cancellation of orders is only possible if you have contacted us at the latest 2 hours after your order. In case of cancellation we reserve the right not to refund the transaction fees.

For any request of retraction, please contact us at

25.1- Legal deadline for the right of withdrawal
In accordance with the legal provisions in force, you have a period of 14 days from the receipt of your products to exercise your right of withdrawal without having to justify your reasons or pay a penalty. After communication of your decision to exercise your right of withdrawal within this period of 14 days, you have another period of 14 days to return the product or products concerned by the withdrawal.

The right of withdrawal does not apply to customers outside the European Union.

25.2 – Contractual withdrawal period
On we offer you the possibility to exercise your right of withdrawal within 14 days from the reception of the products. Then you have another 14 days from the communication of your decision of retraction to send us back the concerned products.

In case of an order containing several products, placed on, the 14-day period to communicate your decision of withdrawal runs from the reception of the last product.

The modalities for exercising your right of withdrawal are specified in 24.3.


25.3 Conditions for exercising the right of withdrawal
In case of exercising the right of withdrawal within the period referred to in 24.2, only the price of the product(s) purchased and the shipping costs will be reimbursed, the return costs remaining at your expense.

The returns are to be made in their original condition and complete (packaging, accessories, instructions …) allowing their remarketing in new condition, and, if possible, accompanied by a copy of the purchase invoice for optimal management. In case of depreciation of the product resulting from handling other than those necessary to establish the nature, characteristics and proper functioning of the product, your responsibility may be incurred.

To exercise your right of withdrawal, in accordance with the legal provisions, you will find below, in appendix, the standard form of withdrawal to be addressed to us at the following address: charclo2.0 OU, 17 rue Narva mnt 5, 10117 Tallinn. You can exercise your right of withdrawal by any means and in particular by mail or e-mail to expressing your will to withdraw without any ambiguity, and mentioning the order concerned by this withdrawal.

Once the withdrawal form or the declaration of withdrawal has been sent to, at the latest within 14 days following the receipt of your order, you must return the product(s) concerned to the address of, within a reasonable period of time and, at the latest, within 14 days from the sending of the withdrawal form or declaration.

In accordance with the regulation n° 1182/71/ EEC of the Council of 3 June 1971 determining the rules applicable to periods, dates and terms :
1° The day on which the contract is concluded or the day on which the goods are received is not counted in the period mentioned in Article L. 221-18 ;
2° The time limit begins to run at the beginning of the first hour of the first day and ends at the end of the last hour of the last day of the time limit;
3° If this period expires on a Saturday, a Sunday or a public holiday, it is extended until the next working day.

When the information relating to the right of withdrawal has not been provided to the consumer under the conditions provided for in 2° of Article L. 221-5, the withdrawal period is extended by twelve months from the expiration of the initial withdrawal period, determined in accordance with Article L. 221-18.
However, where the provision of this information occurs during this extension, the withdrawal period expires at the end of a period of fourteen days from the day on which the consumer received this information.

The burden of proof that the right of withdrawal has been exercised in accordance with the conditions set out in Article L. 221-21 lies with the consumer.

25.4 – Appendix – Withdrawal form
The Customer may use the model withdrawal form below:

(Please complete and return this form only if you wish to withdraw from the contract).

To the attention of CHARCLO 2.0 OU,

I/We (*) hereby notify you (*) of my/our (*) withdrawal from the contract for the sale of the goods (*)/provision of services (*) below:
Ordered on (*)/received on (*) :
Name of consumer(s) :
Address of consumer(s) :
Signature of consumer(s) (only if notifying this form on paper):
(*) Delete as appropriate.

25.5 – Return address
Contact our Customer Service by clicking here or by sending an e-mail to to have the detail of the procedure.


Packages MUST be returned to :



Narva mnt 5, 10117 Tallinn

25.6 – Refusal of the package
In the case of a withdrawal, the return costs will be at your expense and automatically deducted from your refund even if the initial shipping costs were offered.

If your refusal is due to an anomaly noted on the packaging or your product
In this case, will be responsible for the return shipping costs. For more information on the treatment of your SAV, we invite you to contact us at

25.6 – Refunds
In case of exercising the right of withdrawal, will proceed to the reimbursement of the sums paid (including delivery costs) at the latest within 14 days from the date is informed of your decision to withdraw and according to the same means of payment as the one used for the order (except your express agreement for a reimbursement according to another means of payment). This reimbursement date may be deferred until the product is recovered or until you have provided proof of shipment of the product, the date retained being the first of these facts. is not obliged to reimburse you for additional costs if you have expressly chosen a more expensive delivery method than the standard one proposed on is not obliged to reimburse you for the customs charges incurred upon withdrawal. In order to obtain a refund or remission of duties, you must file a request with the customs office or service that notified the debt.

It is however specified, in the hypothesis of a total or partial payment by gift vouchers, that these cannot be refunded neither in cash, nor by check, nor by bank card. The reimbursement of purchases made with gift certificates will be made exclusively in the form of gift certificates for an amount identical to that paid in this form.

No cash on delivery will be accepted for any reason whatsoever.