Refund policy
Last updated: 2 August 2026
This policy applies to purchases made by consumers on the timepaper.fr website from Sur Terre SAS, which operates the Timepaper brand.
1. RIGHT OF WITHDRAWAL
In accordance with the regulations applicable to distance sales, you have fourteen calendar days from the date you receive your order to exercise your right of withdrawal, without having to provide any reason.
Where several products from the same order are delivered separately, the withdrawal period begins on the date you receive the final product.
To exercise your right of withdrawal, you must inform us of your decision before the fourteen-day period expires:
– by email to info@timepaper.fr; or
– using the standard withdrawal form provided at the end of this policy.
Your statement must clearly and unambiguously express your intention to withdraw. You will receive confirmation that your request has been received.
2. RETURNING PRODUCTS
After informing us of your decision, you must return the products within fourteen days to the following address:
Timepaper – Sur Terre SAS
98 rue Saint-Jacques
13006 Marseille
France
The direct cost of returning the products is your responsibility, unless the product received is defective, damaged, non-compliant or does not correspond to your order.
You must choose an appropriate shipping method and package the products carefully to prevent damage during transport. We recommend keeping proof of shipment and, where appropriate, using a tracked delivery service.
The original packaging is not a mandatory condition for exercising your right of withdrawal. However, we recommend using it when it provides suitable protection for the product during return shipping.
3. CONDITION OF RETURNED PRODUCTS
You may handle and inspect a product in the same way as you could reasonably do in a shop.
You may be held responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and proper functioning. The corresponding reduction in value may therefore be deducted from your refund, within the limits permitted by law.
4. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal may not, in particular, be exercised for products made to your specifications or clearly personalised, unless those products are defective, damaged or non-compliant.
Other exceptions provided for under applicable regulations may also apply depending on the nature of the product ordered. Where an exception applies, this information will be provided before the order is confirmed.
Sale, promotional or clearance products benefit from the same right of withdrawal as other products, unless a specific legal exception applies.
5. REFUNDS
In the event of a valid withdrawal, we will refund the amounts paid for the returned products as well as the original delivery costs corresponding to the least expensive standard delivery method offered when the order was placed.
Any additional costs resulting from your choice of a more expensive delivery method than the standard option will not be refunded.
The refund will be made no later than fourteen days after the date on which you informed us of your decision to withdraw. However, we may withhold the refund until we have received the products back or until you provide evidence that they have been shipped, whichever occurs first.
The refund will be made using the same payment method used for the original order, unless you expressly agree to another method that does not result in any additional fees.
6. DEFECTIVE, DAMAGED, NON-COMPLIANT OR INCORRECT PRODUCTS
We recommend checking your order as soon as you receive it and contacting us promptly at info@timepaper.fr if a product is defective, damaged, non-compliant or does not correspond to your order.
To help us process your request, please provide your order number and, if possible, photographs showing the issue.
After reviewing your request, we will explain the procedure to follow. Where the defect, damage, non-compliance or error is confirmed, the return costs will be covered by Sur Terre SAS. Depending on the circumstances and the rights applicable to you, the product may be replaced, repaired or refunded.
This procedure does not limit any rights you may have under statutory guarantees.
7. EXCHANGES
If you wish to replace a product for a reason other than a defect or an error, you may exercise your right of withdrawal under the conditions described above and then place a new order.
8. TRADE ORDERS
The right of withdrawal described in this policy is intended for consumers. It does not automatically apply to purchases made for the purposes of a professional or business activity.
Returns of trade orders are governed by the terms and conditions applicable to trade customers and, where relevant, by any specific terms agreed with Sur Terre SAS.
9. CONTACT US
For any questions regarding a return or refund:
Sur Terre SAS – Timepaper
Email: info@timepaper.fr
Return address:
98 rue Saint-Jacques
13006 Marseille
France
STANDARD WITHDRAWAL FORM
Please complete and send this form only if you wish to withdraw from your order.
To:
Sur Terre SAS – Timepaper
98 rue Saint-Jacques
13006 Marseille
France
Email: info@timepaper.fr
I hereby give notice that I withdraw from the contract for the sale of the following product(s):
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Order number:
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Ordered on:
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Received on:
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Consumer’s name:
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Consumer’s address:
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Date:
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Consumer’s signature, only if this form is submitted on paper:
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