Return policy

In accordance with applicable law (article L221-18 of the French Consumer Code), you have fourteen (14) calendar days from receipt of your order to exercise your right of withdrawal, without having to give a reason or pay a penalty. Some non-returnable items may be excluded from this right (see section 6). To be eligible for a return: - The product must not have been installed, used or modified. - It must be returned in its original condition, with all accessories, manuals and original packaging intact. - A prior return request must be made via the customer account on the platform. - The return must be approved by the seller before the product is shipped back.

Each marketplace seller is responsible for managing returns and refunds for their products. A seller may: - Define their own return conditions (deadlines, methods, applicable fees), provided they are clearly stated on their seller page or product listing. - Or, failing that, accept the platform’s general return policy as described in this document. If no specific conditions are visible, DirectAlu’s general conditions apply by default. Sellers undertake to: - Respond to return requests within a maximum of 72 business hours of receipt. - Inform the buyer of the procedure to follow (return address, approval, etc.). - Issue the refund within a reasonable time after receipt and inspection of the returned item.

Return requests may relate to a right of withdrawal, an ordering error or a defective product. The standard process is as follows, unless otherwise stated by the seller on the product listing or in their individual policy: - Sign in to your customer account and select the relevant order. - Fill in the return form: click “Request a return” and follow the instructions. You may also contact customer service with your order details, the return reason and photos if needed. - Claim deadline (damaged or incorrect product): if the product has visible damage, a delivery error or a missing item, we recommend reporting it within 72 hours of receipt. This deadline does not apply to the right of withdrawal, which may be exercised without justification within 14 days of receipt (see section 1). - Review of the request: your request will be reviewed within 2 to 5 business days. An advisor may contact you for additional information. - Return number (RMA): if the return is accepted, you will receive an RMA number and a prepaid return label (if applicable). - Pack the parcel carefully in the original or equivalent packaging, with all accessories. Stick the return label on the parcel and drop it off at the indicated post office or pickup point. - Return confirmation: once the product has been received and inspected, you will be informed by email of the final acceptance and of the refund process (see section 5). Important note: some sellers may have specific steps or requirements. These must be clearly stated in their seller space or on the product listing. Otherwise, the procedure above applies.

Unless a specific policy is stated, the following conditions apply: - In case of withdrawal, return shipping costs are borne by the buyer, unless otherwise indicated on the product or seller listing. - In case of a defective or non-compliant product, return shipping costs are borne by the seller.

Each seller is responsible for processing refunds according to their own policy, subject to applicable legal obligations. Unless a specific policy is stated, the following conditions apply: - The seller has a maximum legal period of fourteen (14) days to issue the refund from notification of withdrawal. This period may be suspended until the returned product is received or until the buyer provides proof of shipment, in accordance with Directive 2011/83/EU. - The refund is made via the payment method used for the order, unless otherwise agreed with the customer. - The refund includes the product price and the initial standard delivery costs. If the customer chose a more expensive delivery method (e.g. express), the difference will not be refunded, in accordance with Directive 2011/83/EU. - If the seller offers specific terms (shorter deadline, store credit instead of a refund, etc.), these must be clearly displayed on the seller or product page. - If a returned item is damaged, incomplete or does not meet return conditions, the refund may be reduced or refused entirely if the product can no longer be resold. The seller must inform the buyer with justification (photos, description of the issue, etc.).

The following products cannot be returned or refunded, except in case of manufacturing defect or delivery error: - Made-to-measure products: glass, frames, blinds, insect screens or any other item cut or assembled to the customer’s dimensions. - Parts that have been installed or handled: seals, handles, hinges, screws, mechanisms, etc. - Products without complete original packaging or showing signs of use or damage. - Incomplete kits or sets missing original parts or accessories. In accordance with Directive 2011/83/EU, the right of withdrawal does not apply to customized products or products clearly made to a customer’s specific request.

DirectAlu acts as an intermediary between sellers and buyers. In case of an unresolved dispute, our customer service may help mediate. Contact: contact@openglobalsolutions.com