Refund policy

RETURN AND REFUND POLICY

Last updated: 1 March 2026

PREAMBLE AND SCOPE

This Return and Refund Policy (hereinafter referred to as "the Policy") is established and published by H and R Agency FZ-LLC, a Free Zone Limited Liability Company incorporated and registered with the Ras Al Khaimah Economic Zone Authority (RAKEZ), under licence number 17005362 and registration number 0000004065895, with its registered office at Compass Building, Al Hulaila, AL Hulaila Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates (hereinafter referred to as "the Company", "we" or "H and R Agency").

The Company operates the e-commerce platform accessible at https://www.marcomoretti.shop (hereinafter "the Site"), dedicated to the retail sale of premium sunglasses and fashion accessories, targeting an international clientele, and in particular customers residing within the European Union, primarily in France.

This Policy governs all return, exchange, and refund operations for products sold via the Site, and applies to any customer (hereinafter "the Customer" or "the Consumer") who has placed an order on the Site. It must be read in conjunction with the General Terms and Conditions of Sale, the Privacy Policy, the Shipping Policy, and any other policy published on the Site, all of which together form a single, indivisible contractual whole.

Given the predominantly European location of its customer base, H and R Agency FZ-LLC commits to complying with the protective provisions arising from the following instruments:

Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, and its national transpositions in EU Member States;
The French Consumer Code, in particular Articles L. 221-18 to L. 221-28 on the right of withdrawal in distance contracts;
Regulation (EU) 2016/679 on the protection of personal data (GDPR);
Directive 1999/44/EC on certain aspects of the sale of consumer goods and associated guarantees, as amended by Directive 2019/771/EU.

ARTICLE 1 — STATUTORY RIGHT OF WITHDRAWAL

In accordance with the mandatory provisions of Article L. 221-18 of the French Consumer Code and Directive 2011/83/EU, any Consumer residing in an EU Member State has a statutory and non-negotiable period of fourteen (14) calendar days to exercise their right of withdrawal, without being required to give any reason or to bear any penalties, subject to the exceptions provided by law.

This fourteen (14)-day period runs from:

The day on which the Consumer, or a third party designated by them other than the carrier, takes physical possession of the ordered goods, in the case of a single item;
The day on which the Consumer, or a designated third party, takes physical possession of the last item in the order, where the order involves multiple goods delivered separately.

It is expressly noted that, pursuant to Article L. 221-20 of the French Consumer Code, if the trader has not provided the consumer with the information required by law regarding the right of withdrawal, the withdrawal period is extended by twelve (12) months from the expiry of the initial withdrawal period. H and R Agency FZ-LLC commits to providing all required pre-contractual information in accordance with applicable law.

ARTICLE 2 — EXERCISE OF THE RIGHT OF WITHDRAWAL AND RETURN PROCEDURE

2.1 — Notification of withdrawal

To validly exercise the right of withdrawal, the Customer must notify H and R Agency FZ-LLC of their decision by means of an unambiguous statement. This notification must be sent exclusively by email to: contact@marcomoretti.shop, and must include the following information:

The full name of the Customer who placed the order;
The unique order number as it appears on the order confirmation;
The reference(s) of the product(s) concerned by the withdrawal;
The date of receipt of the parcel(s) concerned;
Clear digital photographs of the product(s), taken from multiple angles, showing their general condition at the time of the withdrawal request;
The original delivery address and, where applicable, a different correspondence address.

The date of notification shall be the determining factor for assessing compliance with the withdrawal period. An electronic acknowledgement of receipt will be sent to the Customer within a maximum of two (2) business days following receipt of the request, in line with the permanent availability of our customer service (7 days a week, 24 hours a day).

2.2 — Return of the product

Upon acceptance of the return request, the Customer undertakes to return the product(s) to the address communicated by the H and R Agency FZ-LLC customer service team, without undue delay and within a maximum of fourteen (14) calendar days following communication of the acceptance decision.

It is expressly stipulated that the direct costs of returning the product shall be borne exclusively by the Customer, except in the case of a defective or non-conforming product as referred to in Article 6 of this Policy. H and R Agency FZ-LLC accepts no liability for any loss, theft, damage, or delay occurring during the return transit.

The Customer is strongly advised to return the product using a tracked delivery service with proof of posting and insurance covering the value of the product. H and R Agency FZ-LLC shall not be held liable for non-receipt of any return that is untracked or uninsured.

ARTICLE 3 — CONDITIONS OF ELIGIBILITY FOR RETURN

To be eligible for a return and subsequent refund, any product must cumulatively satisfy all of the following conditions, failing which the request will be rejected:

The product must be returned in new and intact condition — unworn, unused, free from any signs of wear, scratches, broken lenses or frame, damage to the temples or hinges, and without any alteration of any kind;
The product must be returned in its complete and undamaged original packaging, with all accessories provided (protective case, cleaning cloth, pouch, certificate of authenticity where applicable, instructions);
The product must not have been personalised, engraved, modified, or adapted at the Customer's express request;
The product must be accompanied by the original proof of purchase (electronic invoice or order confirmation);
The product must have been purchased exclusively and directly via the official Site at https://www.marcomoretti.shop, and not through any third-party distribution channel;
The return request must have been previously authorised in writing by the H and R Agency FZ-LLC customer service team, in accordance with the procedure set out in Article 2 of this Policy.

Any product returned without prior written authorisation, or failing to meet all of the above eligibility conditions, will be automatically refused and returned to the Customer at their expense, with no refund entitlement.

ARTICLE 4 — EXCLUSIONS FROM THE RIGHT OF RETURN

The following categories of products are expressly and irrevocably excluded from the benefit of this Return and Refund Policy:

Products that have been manifestly worn, used, or which show signs of wear, lens scratches, damage to the temples, hinges, or frame evidencing use beyond a brief try-on;
Items sold as part of exceptional promotional offers, limited-time flash sales, clearance sales, or any special commercial offer expressly identified as non-refundable, except in the event of a proven latent defect or non-conformity;
Products whose original packaging is missing, incomplete, damaged, or showing clear signs of alteration, or from which the included accessories (case, cloth, pouch) are absent;
Products personalised at the Customer's request, including engraving, custom lens treatment, or any other irreversible individual adaptation, pursuant to the statutory exception set out in Article L. 221-28 of the French Consumer Code;
Any return request submitted after the statutory fourteen (14)-calendar-day period as defined in Article 1, except in cases of duly documented and accepted force majeure;
Products purchased from third-party resellers or any distributor not officially authorised by H and R Agency FZ-LLC.

In the event of a fraudulent return attempt, abusive conduct, or manifestly dilatory repeated requests, H and R Agency FZ-LLC reserves the right to restrict, suspend, or terminate the relevant Customer's access to the platform at https://www.marcomoretti.shop, without prior notice and without prejudice to any other legal remedy.

ARTICLE 5 — PRODUCT INSPECTION AND REFUND PROCEDURE

5.1 — Inspection upon receipt

Upon receipt of the returned product, a thorough and comprehensive inspection will be carried out by the Company's quality department within a maximum of three (3) to five (5) business days. This inspection will cover the integrity of the lenses, the condition of the frame and temples, the correct functioning of the hinges, the absence of signs of use, and the conformity and integrity of the returned packaging.

The Customer will be informed of the outcome of this inspection by email as promptly as possible. In the event of rejection, H and R Agency FZ-LLC will provide written reasons for its decision and offer to return the product to the Customer at their expense.

5.2 — Refund

If the return is validated following inspection, H and R Agency FZ-LLC will proceed with a full refund of the purchase price of the product(s) concerned within five (5) to ten (10) business days following the date of final return approval.

The refund will be processed exclusively via the same payment method used for the original transaction. Accepted payment methods on the Site include: Visa, Mastercard, American Express, CB, Apple Pay, PayPal, and Shop Pay.

No refund will be initiated prior to the physical receipt of the returned product and the final validation of its conformity following quality inspection.

ARTICLE 6 — DEFECTIVE, NON-CONFORMING, OR DAMAGED PRODUCTS UPON DELIVERY

Without prejudice to the provisions on the right of withdrawal, and in accordance with Articles L. 217-1 et seq. of the French Consumer Code on the statutory guarantee of conformity, as well as Articles 1641 et seq. of the French Civil Code on the guarantee against latent defects, the Customer benefits from specific protection in the event of a product delivered with:

An apparent defect or manufacturing fault observed upon receipt, such as broken lenses, a frame deformation of manufacturing origin, a lens treatment defect, a defective hinge, or any other structural anomaly;
A manifest non-conformity between the product delivered and the product ordered (reference, frame colour, lens colour or treatment, size);
Damage sustained during transit, evidenced by the condition of the parcel upon opening.

In such cases, the Customer is required to notify the H and R Agency FZ-LLC customer service team within a maximum of forty-eight (48) hours of receipt of the parcel, by sending an email to contact@marcomoretti.shop, accompanied by clear and detailed photographic evidence of the defective or non-conforming product and its delivery packaging.

Following verification of the information provided, and if the defect or non-conformity is duly established, the Customer will be offered, at their sole choice:

Free replacement of the defective or non-conforming product with an identical product in good condition, subject to stock availability;
A full refund of the order price, including initial delivery costs.

In the event of a confirmed defective or non-conforming product, return costs will be borne entirely by H and R Agency FZ-LLC. Any defect claim submitted after the forty-eight (48)-hour period will be inadmissible, except in duly justified cases of force majeure.

ARTICLE 7 — EXCHANGES

H and R Agency FZ-LLC is not in principle able to offer direct product exchanges in the context of a standard right of withdrawal. However, on a commercial and discretionary basis, an exchange may be considered following prior validation by the customer service team, subject to the availability in stock of the desired replacement product and the conformity of the returned product to the conditions set out in Article 3.

If the Customer wishes to receive a product of greater value, a balancing payment corresponding to the price difference will be due and must be settled using one of the payment methods accepted on the Site. Conversely, if the replacement product is of lesser value, the difference will be refunded to the Customer via the same payment method originally used.

ARTICLE 8 — DELIVERY TIMEFRAMES AND LIABILITY IN THE EVENT OF DELAY

H and R Agency FZ-LLC commits to dispatching orders within the timeframes announced on the Site. The guaranteed delivery period is between five (5) and eight (8) business days maximum from order confirmation, for all delivery zones served. These timeframes constitute a firm commitment by the Company and not merely indicative estimates.

In the event that the guaranteed delivery period of eight (8) business days is exceeded, the Customer is invited to contact our customer service team immediately at contact@marcomoretti.shop (available 7 days a week, 24 hours a day). Pursuant to Article L. 216-2 of the French Consumer Code, if delivery is not completed within a reasonable additional period set by the Customer, they shall be entitled to cancel the order and obtain a full refund of all sums paid, including any delivery charges.

ARTICLE 9 — LIMITATION OF LIABILITY

To the extent permitted by applicable mandatory legal provisions, and in particular by the consumer protection legislation in force within the European Union, H and R Agency FZ-LLC shall not be held liable for indirect, consequential, or non-material damages that may result from a product return, refund, or exchange.

The Company shall not under any circumstances be held liable for the loss, theft, damage, or destruction of a parcel during its return transit, as such transit falls under the sole and entire responsibility of the Customer and the carrier they have chosen.

It is expressly noted that the statutory rights of Consumers residing within the European Union, arising in particular from the French Consumer Code and Directive 2011/83/EU, remain fully applicable and cannot be reduced or excluded by these provisions.

ARTICLE 10 — PERSONAL DATA PROTECTION

In the context of processing return and refund requests, H and R Agency FZ-LLC collects and processes personal data relating to the Customer, in accordance with Regulation (EU) 2016/679 (GDPR) and the Privacy Policy permanently accessible on the Site at https://www.marcomoretti.shop.

The Customer has the right at any time to access, rectify, erase, restrict, port, and object to the processing of their personal data, by sending a request by email to: contact@marcomoretti.shop. A response will be provided within a maximum of one (1) month from receipt of the complete request.

ARTICLE 11 — APPLICABLE LAW AND DISPUTE RESOLUTION

For Consumers residing within the European Union, this Policy is governed by the mandatory provisions of the law of the Consumer's country of residence, in accordance with Regulation (EC) No 593/2008 (Rome I) and Regulation (EU) No 1215/2012 (Brussels I bis). The statutory rights of the Consumer arising from the mandatory provisions of the law of their country of habitual residence remain fully applicable in all circumstances.

In the event of a dispute, the Customer is invited to contact our customer service team in the first instance at contact@marcomoretti.shop (available 7 days a week, 24 hours a day). If amicable resolution fails within thirty (30) days, Consumers residing in France have the right to refer the matter free of charge to a consumer mediator, pursuant to Article L. 612-1 of the French Consumer Code. For cross-border disputes within the European Union, the Online Dispute Resolution (ODR) platform is accessible at: https://ec.europa.eu/consumers/odr.

ARTICLE 12 — AMENDMENTS TO THIS POLICY

H and R Agency FZ-LLC reserves the right to amend the provisions of this Policy at any time, including in order to comply with any applicable legislative, regulatory, or case law developments. Any material amendment will be brought to the attention of Customers by email or via a visible notification on the Site, within a reasonable period prior to its entry into force.

The version in force is the one published on the Site at the time of consultation. The updated version is permanently accessible at: https://www.marcomoretti.shop

LEGAL INFORMATION

Company: H and R Agency FZ-LLC
Type: Free Zone Limited Liability Company (FZ-LLC)
Supervisory authority: Ras Al Khaimah Economic Zone Authority (RAKEZ)
Licence number: 17005362
Registration number: 0000004065895
Registered office: Compass Building, Al Hulaila, AL Hulaila Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates
Email: contact@marcomoretti.shop
Website: https://www.marcomoretti.shop
Hosting provider: Shopify Inc., 151 O'Connor Street, Ground floor, Ottawa, Ontario, Canada K2P 2L8
Customer service: Available 7 days a week, 24 hours a day — contact by email only