Mediation and Dispute Resolution
Last updated: June 8, 2026
1. Prior claim
In the event of a problem relating to a product, order, payment, delivery, return, refund or warranty, the customer must first contact customer service:
DECO ET BIEN HETRE
Email: info@deco-bien-hetre.com
Phone: +33 5 34 39 14 77
The claim should ideally include:
- the order number;
- the customer's first and last name;
- the email address used for the order;
- a clear description of the situation;
- useful documents or photographs.
2. Response time
Customer service generally responds within 1 to 2 business days.
Some complex cases may require additional time, particularly when verification with a carrier or a technical analysis is necessary.
3. Consumer mediation
If the dispute is not resolved directly with customer service, the consumer may have recourse to a consumer mediator free of charge, provided that the admissibility conditions are met.
Consumer mediator:
CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice
Address: 49 Rue de Ponthieu, 75008 Paris, France
Website: www.cm2c.net
Online submission: www.cm2c.net/comment-nous-saisir.php
Email: declarer-un-litige@cm2c.net
4. Conditions for referral
The consumer must have attempted to resolve the dispute directly with the professional by a prior written complaint before referring the matter to the mediator.
Mediation is subject to the conditions, rules and admissibility criteria of the competent body.
5. Right to take legal action
Mediation does not limit the consumer's right to refer the matter to the competent court.