Returning a product - retraction delays

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Returning a product - retraction delays

  1. 1. You purchased Phantom from a dealer's shop
  2. 2. You purchased Phantom from the Devialet website
  3. 3. You purchased Phantom from a Devialet store
  4. 4. You purchased Phantom from FNAC, Apple or Amazon
  5. 5. Questions & Answers:

General conditions of retraction are available here

1. You purchased Phantom from a dealer's shop

All of our confirmed dealers apply their own retraction delays. In order to benefit from this offer, you can just repack the Phantom in its original package and state and then bring it back to your dealer. The dealer will then refund you according to his sales conditions. 

For Gemini, all components need to be on the box, otherwise Devialet won't approve this return.

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2. You purchased Phantom I (Premier), Phantom II (Reactor) or Devialet Gemini from the Devialet website

Go on our contact form  and complete the description with the following elements:

  • Name & Surname
  • Order number
  • Serial number of all devices to be returned 
  • Your complete postal address 
  • Your phone number 
  • If you would like to receive a Phantom box and a protective packaging for transport. 
  • The reason for the return:
    • This is an important information for us in order to prepare our next improvements. 
  • Attach 3 pictures of each products (2 side woofers + 1 Phantom face for Phantom), and a picture of all components for Devialet Gemini
    • The product must be in perfect condition in order to obtain a return agreement and refund.
    • Devialet Gemini return for withdrawal can only be agreed if all product are returned (if there is a missing piece, the refund won't be agreed)

Once we receive your request, our customer care team will send you via email a return label within 72h. You will then stick each label on the corresponding package to be shipped. 

Note: If you would like to receive a Phantom packaging and a transport protection, these will be delivered within 7 working days (from the day our customer care team confirms your request reception). 

When each package has a corresponding return label on it, you can then contact the appropriate transporter to give them the product(s). 

Once the shipping company scans the return, our customer care team will start the refund and you will receive it quickly.

3. You purchased Phantom I (Premier), Phantom II (Reactor) or Devialet Gemini from a Devialet store

Go on our contact form  and complete the description with the following elements:

  • Name & Surname
  • Order number
  • Serial number of all devices to returned 
  • Your complete postal address 
  • Your phone number 
  • If you would like to receive a Phantom box and a protective packaging for transport. 
  • The reason for the return:
    • This is an important information for us in order to prepare our next improvements. 
  • Attach 3 pictures of each products (2 side woofers + 1 Phantom face for Phantom Premier and Phantom Reactor)
  • Attach pictures of Devialet Gemini
    • The product must be in perfect condition in order to obtain a return agreement and refund.
    • Devialet Gemini return for withdrawal can only be agreed if all product are returned (if there is a missing piece, the refund won't be agreed
  • A clear picture of a bank document with your account's wire number. 
    • The purchaser name must appear on this and document.
    • Store purchases will only be refunded on the purchaser account. 

Once we receive your request, our customer care team will send you via email a return label within 24h. You will then stick each label on the corresponding package to be shipped. 

Note: If you would like to receive a Phantom packaging and a transport protection, these will be delivered within 7 working days (from the day our customer care team confirms your request reception). 

When each package has a corresponding return label on it, you can then contact the appropriate transporter to give them the product(s). 

Once the shipping company scans the return, our customer care team will start the refund and you will receive it within maximum 30 working days following the customer care confirmation.

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4. You purchased Phantom from FNAC, Apple or Amazon

These sellers apply their own general sales conditions. Please consult them in order to know the details on the Phantom trial offer.

  • Amazon: the trial time is 30 days
  • Apple: the trial time is 14 days
  • La FNAC: the trial time is 14 days

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5. Questions & Answers

  • I paid Phantom in several installments, can I still have a refund?

As it is displayed in our stores, all the purchases paid in multiple times are out of the free trial offer. A refund is thus not possible.

  • I purchased Phantom for a friend, can he have the refund on his account?

For legal reasons, we can only refund the person that paid the purchase, on the card/account that was used.

  • I purchased several products but I only want to return some of them. Can I have a partial refund? 

We can only refund the total of one order. It is then not possible to only keep one part of the order. 

  • When will I receive the refund? 

From the moment the transport company scans the returned products, the refund will appear on your account within maximum 30 working days.

  • Can I use my own transport company?

The refund depends on our transport company scanning your products. In order to have the refund correctly, it is mandatory to use the return labels and the company provided by Devialet. This process is completely free for you. 

  • Can I directly drop my products at the Devialet shop where I purchased it? 

It is more secure to only proceed with the customer care team and not drop the products at a store so that we can ensure the product tracking and refund. Please note that it will not be possible for our stores to refund you directly on site. The customer care team will be able to offer a quicker refund. 

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  • I'd like to cancel an order (not yet shipped to my place) - how can I do that? 

If the product is currently in transit to your place, you can refuse the parcel and inform our customer care, they will cancel your order and operate the refund.

If the order have not been yet shipped, just inform our customer care, they will cancel the order and operate the refund 

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