Refund policy

At Toutou Biscuits, we do everything possible to ensure your biscuits arrive in perfect condition thanks to reinforced packaging. However, due to the fragile nature of our products, minor breakages may occur. We do not issue refunds for orders where one or two biscuits are slightly damaged out of a large total.

However, in the event of excessive breakage, we commit to fully refunding the customer, provided that our customer service is notified immediately and photographic evidence is supplied.

Visibly damaged parcel: If the parcel arrives with obvious visible damage (e.g., crushed box, holes, or signs of severe deterioration), it is essential to refuse the delivery or immediately report the issue at the pickup point. By accepting a visibly damaged parcel, you risk losing your right to a refund, as the carrier is responsible for damages in cases of force majeure.

Parcel in apparent good condition: If the parcel appears to be in good condition externally but you discover significant damage inside, please contact us within 48 hours of receipt, providing supporting photos. In this case, we will issue a refund or replacement after verification.

Carrier liability: In the case of delivery by La Poste or another carrier, any damage caused by the carrier must be reported immediately to their claims department. We cannot cover breakages resulting from transport conditions beyond our control. However, if the products are damaged despite intact packaging, we commit to refunding or replacing the affected items after contacting our customer service.