Guarantees & Complaints

1. Legal guarantee of conformity

Under Articles L.217-3 and following of the French Consumer Code, the seller is responsible for a lack of conformity that exists on delivery and appears within two years. A made-to-measure item must correspond to the agreed description and individual specification and possess the quality reasonably expected from the contract.

2. Remedies

Where the statutory conditions are met, conformity is restored through repair or replacement without cost, significant inconvenience or unreasonable delay. If those remedies are impossible, refused, excessively delayed or otherwise meet the statutory conditions, the consumer may seek an appropriate price reduction or termination of the sale. The precise remedy depends on the circumstances and mandatory law.

3. Hidden defects

The seller is also responsible for hidden defects under Articles 1641 and following of the French Civil Code. The applicable action is brought within two years after discovery of the defect, subject to the legal conditions. These rights exist independently of any commercial alteration service.

4. What is not automatically a defect

Normal textile wear, a slight natural cloth variation disclosed before sale, damage from care contrary to the label, an unauthorised third-party alteration, an accident or abnormal use is not automatically seller non-conformity. A clause or care instruction cannot exclude a defect for which the seller remains legally responsible.

5. Complaint process

1. Contact contact@dansoatelier.com with the order reference and clear explanation.
2. Add photographs or carrier evidence where relevant; never send card credentials.
3. Keep the product while the atelier provides assessment or return instructions.
4. The seller aims to acknowledge and substantively respond within 10 business days.
5. Any agreed remedy, return transport and timing will be confirmed in writing.

6. Escalation and mediation

If the seller’s written response does not resolve the matter, the consumer can apply free of charge to the competent consumer mediator identified in the Legal Notice, provided the admissibility requirements are met. Mediation does not remove the right to go to court. The former EU ODR platform is closed; current EU redress information is linked in the Legal Notice.