This page sets out the conditions for withdrawal (where legally applicable), returns, refunds, and product claims, as well as dispute handling for orders placed on Ventanou and shipped from French Polynesia.
For shipping and delivery terms (carrier, packaging, optional insurance, customs, proof of delivery, and delivery disputes/chargebacks), please refer to the page “Shipping and delivery from French Polynesia”, which prevails for shipping-related matters.
1. Scope
Ventanou is the official e-commerce platform of the Creativ Moorea store.
Online sales made through the Ventanou website are operated by World Service Company, established in French Polynesia.
In this document, “Ventanou” refers to the e-commerce website and the online sales activity operated by World Service Company. “Creativ Moorea” refers to the physical store under its trade name.
This document sets out the terms for returns, withdrawal (where legally applicable), refunds, product claims, and disputes for sales made via Ventanou.
These provisions apply to all orders, regardless of destination. Certain rules (in particular the legal right of withdrawal) depend on the customer’s country of residence and may apply mainly to consumers located in the European Union / EEA / United Kingdom.
2. Legal right of withdrawal (European Union / EEA / United Kingdom)
If the customer is a consumer located in the European Union, the European Economic Area, or the United Kingdom, they may benefit from a legal right of withdrawal within 14 days from the date the product is received, without having to justify the decision.
To exercise this right, the customer must notify Ventanou in writing before sending anything back, via the “Contact” page or by email, clearly stating the intent to withdraw and providing the order references.
3. Return policy (United States and all countries outside EU / EEA / UK)
For customers located outside the European Union / EEA / United Kingdom, returns and refunds are governed by this commercial return policy.
Unless otherwise stated at the time of purchase, a return request may be accepted within 14 days after delivery, provided that:
- the item is eligible for return, and
- return shipping from the destination country is practically feasible.
Any return request must be submitted in writing and approved before any shipment back. Any parcel returned without prior written approval may be refused.
4. Return conditions – product condition
Returned items must be in their original condition, complete, unused, and packed in a way that allows safe transport considering the nature of the product.
Return shipping costs are fully borne by the customer, including international return shipping, except in the case of a non-conforming item or an error attributable to World Service Company (operating under the Ventanou brand).
Because orders are shipped from French Polynesia, return shipping costs may be significant. The customer accepts and assumes full responsibility for such costs.
5. Depreciation, damaged items, or items not suitable for resale
The customer is responsible for any depreciation in value resulting from handling other than what is necessary to establish the nature, characteristics, and proper functioning of the goods.
If an item is returned:
- damaged, incomplete, or not suitable for resale, and/or
- damaged due to insufficient or inappropriate packaging,
World Service Company (operating under the Ventanou brand) may apply a reduction of the refund amount corresponding to the loss of value and, where applicable, the costs required to restore the product, based on supporting evidence (photos, carrier report, repair quote, etc.).
For art pieces, fragile items, and furniture, returning the item without suitable protective packaging may result in a significant reduction of the refund.
6. Special case – perfumes and cosmetics
Perfumes and cosmetics may be opened only for a reasonable inspection (scent, appearance, seal integrity, and bottle condition). However, any use (spraying, application, sampling) or any return of a product showing a reduced level, signs of use, or damaged packaging may result in a reduced refund corresponding to the loss of value.
7. Refunds – timeline and method
After receiving and inspecting the returned product, World Service Company (operating under the Ventanou brand) will process the approved refund amount within a maximum of 14 days, using the same payment method used for the purchase.
For EU / EEA / UK legal withdrawals, standard outbound shipping fees are refunded, except if the customer expressly chose a more expensive shipping method than the standard option offered.
8. No refund without return
Unless otherwise agreed in writing by World Service Company (operating under the Ventanou brand), no refund will be issued without a return of the product, except where required by applicable law or in the case of a loss confirmed by the carrier.
If a return is approved, the customer must ship the product back within 14 days from the return approval. If the item is not shipped within this period, the request may be closed and no refund will be issued.
9. Product claims – damaged parcel, damaged item, missing item, or non-conforming item
If a parcel is damaged, an item is missing, or the product is non-conforming, the customer must report the claim as soon as possible after delivery, and ideally within 48 hours, in writing, providing supporting evidence (photos of the parcel and item, carrier label, etc.).
Any parcel received with a reservation or visible damage should be reported to the carrier immediately in accordance with the carrier’s procedures.
10. Delivery disputes and chargebacks (“not received” claims)
Delivery disputes (including parcels marked as “Delivered”) and payment disputes (“chargebacks”) relate to proof of delivery and carrier/payment-provider procedures.
The applicable rules (tracking, delivery confirmation, signature where required, reporting timelines, and dispute handling) are defined in the page “Shipping and delivery from French Polynesia”, which prevails.
11. Exceptions to withdrawal / returns
Withdrawal rights and/or returns do not apply in particular to:
- made-to-order or personalized items,
- sealed goods that cannot be returned for hygiene reasons once opened (including certain cosmetics, personal care, or hygiene products where opening makes resale impossible),
- and any other statutory exceptions under applicable law.
12. Withdrawal form (EU / EEA / UK consumers only)
(Complete and send only if you are exercising your legal right of withdrawal under EU / EEA / UK rules)
If you are a consumer located in the European Union, the European Economic Area, or the United Kingdom, you may have a legal right to withdraw within 14 days from receiving your order.
Withdrawal requests are handled by World Service Company, operator of the Ventanou website.
Customer details
Full name: …………………………………………
Address: …………………………………………
Email: …………………………………………
Phone: …………………………………………
Order details
Order number: …………………………………
Order date: ……………………………………
Delivery date: …………………………………
Item(s) concerned: ……………………………
Withdrawal statement
I hereby notify you of my withdrawal from the contract for the sale of the goods listed above.
Date: …………………………………………
Signature (only if sent on paper): ………………………………
How to send
Please send this form by email or via the “Contact” page, preferably with a copy of the order confirmation.
Important: exercising the right of withdrawal implies returning the goods in their original condition, complete, unused, and packaged appropriately for safe transport. The customer is responsible for any depreciation resulting from handling beyond what is necessary to check the goods. Return shipping costs are borne by the customer unless the item is non-conforming or an error is attributable to World Service Company (operating under the Ventanou brand).
Return instructions: the return address and shipping instructions will be provided after the request is reviewed and approved. Please do not send anything back without prior written approval.
