Refund Policy

Digital Goods Exception

Our products (Virtual Locks, Keys, Customizations) are intangible digital goods delivered instantly via our WebApp.

Therefore, we do not offer refunds once the order is confirmed and the product is delivered to your digital wallet/account.

This policy is in accordance with the French Consumer Code Article L221-28, which exempts digital content delivered immediately from the standard 14-day withdrawal period.

Why No Refunds?

  • Instant Delivery: Your virtual lock is created and stored in our database immediately upon payment
  • Customization: Each lock is personalized with your chosen content, making it a custom digital item
  • Blockchain Integration: Some locks may be minted as NFTs, which are immutable once created
  • Resource Allocation: Your lock number is reserved exclusively for you, preventing others from using it

Exceptions

We will process refunds in these specific cases:

  • Technical Error: A technical error prevented the delivery of the product to your account
  • Double Charging: You were charged twice for the same item due to a payment gateway error
  • Service Unavailability: The service was unavailable and we could not fulfill your order
  • Fraudulent Transaction: Your payment was made without your authorization (subject to investigation)

How to Request a Refund

If you believe you qualify for a refund under the exceptions listed above:

  1. Contact our support team at support@lovelockparis.com
  2. Include your order number and email address
  3. Describe the issue in detail with any relevant screenshots
  4. Submit your request within 48 hours of the transaction

Refund requests submitted after 48 hours may not be processed.

Refund Processing Time

If your refund is approved:

  • We will process the refund within 5-7 business days
  • The refund will be credited to your original payment method
  • Depending on your bank, it may take an additional 3-5 business days for the refund to appear in your account

Alternative: Resale Marketplace

Instead of a refund, consider listing your lock on our Resale Marketplace:

  • Sell your lock to another user who wants that specific number
  • Set your own resale price
  • A 30% commission applies to marketplace sales
  • Funds are credited to your LoveLockParis wallet

This is often a better option than requesting a refund, especially for premium lock numbers.

Chargebacks

Warning About Chargebacks:

Filing a chargeback instead of contacting us first may result in:

  • Immediate suspension of your account
  • Loss of access to all purchased locks
  • Permanent ban from the platform

Please contact us first to resolve any issues. We are committed to fair and honest customer service.

Contact Us

If you have any questions about this Refund Policy, please contact us:

Email: support@lovelockparis.com

Response Time: Within 24-48 hours

Last updated: December 2024