• My parcel arrived incomplete: what should I do?

  Is a part or accessory missing from your parcel? Here's how to report it for a quick resolution. What to do Check the order confirmation e-mail: was the order supposed to arrive in a single parcel, or several — contact us by e-mail If an item really is missing, contact us with your order reference and the missing reference. Attach a photo of the contents received. Send us your order reference and the missing reference: we'll check what was shipped.Few readers

• How do I make a return?

  A return is possible in most cases, subject to our prior agreement. Here's how it works. What can be returned Standard parts, in their original condition, complete, with all their accessories. ⚠️ Cannot be returned: made-to-measure products (springs, cables made to your dimensions) once production has started, as well as electronic products (motors, control units, circuit boards, transmitters/receivers) once removed from their blister packaging and/or installed.Few readers

• I ordered the wrong reference or the wrong size: what should I do?

  A wrong reference is the number one cause of returns. The good news: it's easy to avoid. How to avoid it Check that the part is indeed the same make as your door. That the model, the year of manufacture and the orientation match your needs (use our tutorials to help). Before ordering, measure the part and check the dimensions shown on the product pages. If in doubt, ask us to confirm the reference — it's free and saves a round trip. This is especially important for made-to-measure springsFew readers

• How do I exercise my right of withdrawal?

  As a private individual, you have a right of withdrawal for a distance purchase, with certain important exceptions depending on the type of product. The principle You have 14 days from receipt of the products to exercise your right of withdrawal, without having to give a reason or pay a penalty. Shipping and return costs remain your responsibility. The exceptions Made-to-measure products (springs, cables or any product manufactured to your dimensions): no right of withdrawal. The oFew readers