In short
- Within 14 days of delivery — you can withdraw without giving a reason. The return shipping is paid by you; we refund the item and the standard delivery cost.
- A fault within 2 years of delivery — legal guarantee of conformity: we repair or replace the device free of charge, shipping included both ways (we send you a prepaid return label).
- Damage not covered (shock, surge, wrong wiring, device opened or modified) — sending the device to us is paid by you; we repair it and ship it back to you at our cost.
- After 2 years — the guarantee has ended: we no longer repair, replace or take back the device; simply order a new one.
1. Withdrawal within 14 days
You have 14 days from delivery to withdraw from your purchase, without giving a reason, using the online withdrawal form or by email. Then send the device back within 14 days of your withdrawal, complete with its accessories. The return shipping cost is paid by you. We refund the price of the item and the standard delivery cost on your original payment method within 14 days; the refund may be held until we have received the device. You are only liable for a loss of value caused by handling beyond what is needed to check the device and see that it works.
Withdraw from your contract
You can withdraw from your purchase within 14 days of delivery, without giving any reason. Fill in the form and confirm: you will receive an acknowledgement of receipt by email straight away.
2. A fault within 2 years: legal guarantee of conformity
Every Pylon-Monitor is covered by the legal guarantee of conformity for 2 years from delivery. If the device is faulty or does not work as described, contact us with your order reference. We first try to solve the problem remotely (settings, firmware update): it is often quicker for you. If the device has to come back, we send you a prepaid return label, then we repair or replace it and ship it back to you at our cost. You pay nothing, whether it is day 15 or month 23. If neither repair nor replacement is possible, you are entitled to a price reduction or a refund.
Why we do not charge the return shipping here: under EU law (directive 2019/771) and French law (Code de la consommation, art. L217-11), a fault covered by the legal guarantee must be fixed with no cost at all for the customer, shipping included. This applies even after the 14-day withdrawal period.
3. Damage not covered by the guarantee
When our examination shows that the problem is not a defect of the device (accidental damage, wrong wiring or power supply, surge, opening or modification, liquid), sending the device to us is paid by you. We repair or replace it whenever we can and ship it back to you at our cost. If something cannot be fixed, we tell you before doing anything.
4. After 2 years
Once 2 years have passed since delivery, the device is no longer covered: we do not repair, replace or take back the device, and no shipping costs are paid. To keep monitoring your battery, simply order a new Pylon-Monitor. This does not affect the legal guarantee against hidden defects (Code civil, art. 1641 and following), which the law does not allow to exclude.
5. How to send a return
- Write to us first (contact form or contact@pylon-monitor.com) with your order reference and a short description of the problem. Please do not send a parcel without telling us.
- Send the device only, without the battery cable if it is not part of the problem, in sturdy packaging.
- Keep the proof of shipping until we confirm receipt.
- Return address: BEN AHMED B EI — Pylon-Monitor, 58 Rue Victor Labarriere, 95170 Deuil-la-Barre, France.
6. Legal references
These conditions apply in addition to your statutory rights, which they never reduce: right of withdrawal (directive 2011/83/EU; Code de la consommation, art. L221-18 and following), legal guarantee of conformity (directive 2019/771; Code de la consommation, art. L217-3 to L217-20) and the guarantee against hidden defects (Code civil, art. 1641 to 1649). For customers in the United Kingdom, the Consumer Rights Act 2015 gives equivalent rights. See also our terms of sale.