Refund and returns policy

Last updated: 26 September 2026.

1. Personalised pieces: no change-of-mind returns

LE FAVORI personalised adult and children’s hoodies and T-shirts are created from the photograph and information you provide. The four collections concerned are Le World Tour, L’Impérial, L’Académie and Vice City.

Under Article L221-28(3) of the French Consumer Code, the fourteen-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised. We therefore do not accept returns or exchanges for a change of mind, or for a size, colour or personalisation details you selected, where the delivered piece matches your order.

This exclusion never removes your statutory rights in the event of a defect or lack of conformity. Making an item to order does not, by itself, exclude the right of withdrawal: this policy concerns our genuinely personalised pieces.

2. Correcting an order before production

Check the size, colour, photograph, name and, where applicable, year before placing your order. If you notice an error, email anais@le-favori.com as soon as possible. A correction is only possible before production begins; we will confirm what can still be changed.

The design is created after ordering, without routine customer approval of a mock-up, and individually checked before printing. If your photograph cannot produce a faithful portrait, we ask for another image before production. If you prefer to cancel at that stage, we refund you in full.

3. Defects, damage or an error on our part

If your piece has a printing or manufacturing defect, arrives damaged, or does not match your order, contact us when you notice the problem. Include your order number and describe the defect. Photographs of the piece and, where useful, its packaging help us assess your request; they are not the only acceptable way to exercise your statutory rights.

For a confirmed defect, we offer a full refund for the affected piece without requiring a physical return. This amicable solution requires your agreement and does not replace your statutory rights: you may request repair or replacement under the applicable statutory conformity guarantee.

You do not need to send a piece back for a refund that we have confirmed will be handled without a return. If another remedy requires shipping, contact us to arrange it; costs necessary to provide the statutory remedy are paid by us. These arrangements do not restrict your statutory rights.

4. Our likeness commitment

Every portrait is individually checked before production. If the piece you receive does not resemble your animal, contact us within fourteen days of delivery: we revise the design and remake the piece at our expense, or offer a full refund without a return if you prefer.

This fourteen-day period applies only to our additional commercial commitment. It never reduces statutory guarantee periods or remedies, including where the delivered portrait does not conform to your photograph or order.

5. Your statutory guarantees still apply

Personalisation does not remove either the statutory conformity guarantee under Articles L217-3 et seq. of the French Consumer Code or the hidden-defects guarantee under Articles 1641 et seq. of the French Civil Code.

Under the French statutory conformity guarantee, defects appearing within two years of delivery of new goods are covered. Defects appearing during these two years are presumed to have existed on delivery, unless proved otherwise under the statutory conditions. Consumers may choose repair or replacement, subject to the statutory exceptions for impossibility or disproportionate cost. Any refusal is explained in writing.

Bringing the goods into conformity is free of charge, must take place within a reasonable period not exceeding thirty days after your request and without significant inconvenience. A price reduction or termination of the sale with a refund is available in the circumstances provided by law, including where a remedy is refused, unsuccessful, exceeds this period or causes significant inconvenience, or where the defect is sufficiently serious. Termination cannot be required solely under the statutory conformity guarantee for a minor defect; our amicable refund offer is separate.

A repair extends the statutory guarantee by six months. If you choose repair but we replace the goods instead, a new two-year guarantee period starts when the replacement is delivered. For a hidden defect, you may bring a claim within two years of discovering it and request cancellation of the sale or a price reduction under the statutory conditions.

You do not have to report a defect within fourteen days to benefit from statutory guarantees. No commercial deadline or request for photographs stated here restricts those rights. Mandatory consumer protections in your country of residence remain applicable where required.

6. Refunds

Refunds are made without fees using the payment method used for the order, unless you expressly agree to another method.

Where we agree on a refund without a return, we process it within fourteen calendar days of that agreement at the latest. If a return is required following termination of the sale under the statutory conformity guarantee, the refund is made upon receipt of the piece or proof of dispatch, and no later than fourteen days afterwards. Your bank may then take additional time to display the refund.

7. Undelivered parcels and contact

If your parcel does not arrive within the announced timeframe, contact us: we check the tracking and open an enquiry with the carrier if necessary. This process does not suspend your statutory rights in the event of delay or non-delivery. If the parcel is confirmed lost, we offer free reshipping or a refund, according to the solution agreed with you and your applicable rights.

For any request, email anais@le-favori.com and include your order number. Seller: Anaïs Benkelaï, sole trader, 175 rue du Docteur Bauer, 93400 Saint-Ouen, France. Please do not send your piece to this address without contacting us to arrange the handling of your request.