Returns policy

Right of withdrawal

In accordance with Article L221-18 of the French Consumer Code, the consumer has fourteen days from receipt of the order to exercise the right of withdrawal, without having to give any reason.

Where an order covers several goods delivered separately, or goods consisting of several lots or pieces delivered separately, the period runs from receipt of the last good, lot or piece.

The consumer may exercise the right of withdrawal using the online withdrawal function or by any other unambiguous statement setting out the decision to withdraw. A model withdrawal form is also reproduced in our General Terms and Conditions of Sale.

The dedicated function allows the consumer to exercise the right of withdrawal directly and free of charge online:

This function is also accessible from the website footer, from your customer account and from orders shown in your order history.

After the online withdrawal request has been confirmed, an acknowledgement of receipt is sent to the consumer on a durable medium. This acknowledgement includes, in particular, the content of the withdrawal declaration and the date and time it was submitted.

Use of this online function is not exclusive. Withdrawal may also be notified by any other unambiguous statement, including by email to stating the consumer's first and last name, order number and the explicit intention to exercise the right of withdrawal.

Arranging and sending the return

Before sending any product back, we ask the customer to contact our customer service to obtain return instructions and allow the parcel to be correctly identified and processed. This return procedure does not make the exercise of the statutory right of withdrawal subject to authorisation by Premium Water Distribution SAS.

In accordance with Article L221-23 of the French Consumer Code, where the right of withdrawal applies, products must be sent back without undue delay and no later than fourteen days after communicating the decision to withdraw.

The direct costs of returning the goods are borne by the consumer. The product must be properly protected and packed for transport. Use of the original packaging and protective materials supplied is strongly recommended in order to limit the risk of damage during the return shipment.

We recommend using a tracked shipping method appropriate to the value of the returned products and keeping proof of shipment until the return has been fully processed. We also recommend insuring the parcel for its value.

Where the right of withdrawal applies, Premium Water Distribution SAS issues the refund in accordance with Article L221-24 of the French Consumer Code. If the withdrawal concerns the entire order, the refund includes the price of the products and the initial delivery costs, up to the cost of the least expensive delivery method offered by Premium Water Distribution SAS for that order. Any additional costs resulting from the customer's choice of a more expensive delivery method are not refunded.

The refund is made using the same means of payment used by the customer for the initial transaction, unless the customer expressly agrees to another means of payment, provided that the refund does not give rise to any charges for the seller or the customer.

Premium Water Distribution SAS may withhold the refund until it has recovered the goods or until proof of their return shipment is provided, whichever occurs first.

Sealed products – filtration systems and filter elements

The filtration systems sold by Berkey® France Millenium are devices intended to contain, circulate and filter water intended for consumption. Their chambers, spigots, seals, accessories in contact with water and filter elements are therefore intended, during use, to come into direct contact with this water.

The systems and filter elements are supplied in the manufacturer's original packaging. System boxes are closed with original adhesive tape that must be cut, torn or removed in order to open them. This tape constitutes the original sealing device of the packaging and breaking it establishes that the packaging has been opened after delivery.

Certain filter elements also have their own manufacturer's packaging and, where this is closed by adhesive tape that must be cut, torn or removed to access the product, that adhesive also constitutes its original sealing device.

In accordance with Article L221-28(5) of the French Consumer Code, the right of withdrawal does not apply to goods unsealed by the consumer after delivery which are not suitable for return for reasons of hygiene or health protection.

Once the original seal has been broken and the components of a filtration system have been unpacked or handled, Premium Water Distribution SAS can no longer guarantee the conditions in which surfaces and components intended to come into contact with water have been handled, or their original sanitary condition.

Premium Water Distribution SAS does not have a manufacturer-approved reconditioning process capable, after unsealing and handling of these components, of restoring and guaranteeing a sanitary condition equivalent to that of a new product for its return to the sales circuit.

Consequently, where a system has been unsealed and its unpacking or handling means that its original sanitary condition and its return to sale under hygiene conditions equivalent to those of a new product can no longer be guaranteed, it falls within the exception to the right of withdrawal provided for in Article L221-28(5) of the French Consumer Code and cannot be returned under the right of withdrawal.

A customer considering exercising the right of withdrawal should therefore check the reference, model and characteristics shown on the packaging before breaking the original seal and before unpacking or handling the system components.

The right of withdrawal does not under any circumstances constitute a right to use the system for fourteen days. Assembly, filling the chambers, fitting or using the spigot, bringing components into contact with water, and priming, rinsing or using the filter elements are forms of handling that may affect the sanitary condition of the product and its ability to be returned to the sales circuit.

Filter elements

Filter elements sold by Berkey® France Millenium, including Black Berkey® elements, are subject to particular vigilance because of their function and direct contact with water intended for consumption.

Priming, rinsing, wetting or using a filter element brings it into contact with water and, depending on its technology, causes water to penetrate its structure. After such handling, Premium Water Distribution SAS no longer controls the quality of the water used, the handling conditions, drying or storage conditions and can no longer guarantee the filter's original sanitary condition.

A filter element that may be returned must therefore not be primed, rinsed, wetted, installed or used.

Priming, rinsing, wetting or passing water through a filter element constitutes commissioning of the product and cannot be treated as a simple visual inspection.

Inspection of returned products and fraud prevention

Diminution in value resulting from excessive handling

Where the exception to the right of withdrawal provided for in Article L221-28(5) does not apply to a product or one of its components, the consumer may nevertheless be liable, in accordance with Article L221-23 of the French Consumer Code, for any diminished value resulting from handling beyond what is necessary to inspect the goods.

When inspecting the return, Premium Water Distribution SAS checks in particular the condition of the product, its components, accessories, packaging and supplied items. Any damage, evidence of assembly or use, scratches, tightening marks, presence or traces of water, modifications, damaged packaging, missing parts or other alteration may be taken into account where it results from handling beyond what was necessary to inspect the product.

Any deduction for diminished value corresponds to the actual loss in value suffered by the product and is not applied as a fixed penalty.

Withdrawal while a parcel is already in transit

If a request to withdraw is made after the parcel has already been dispatched, the customer must contact our customer service immediately.

If the parcel is refused on delivery as part of a withdrawal and is returned to us by the carrier, the direct return costs actually incurred as a result may remain payable by the consumer under the applicable rules.

Product exchanges

We do not exchange products. If you made an error when placing your order or no longer wish to keep a product, you may exercise your right of withdrawal where it applies under the conditions set out above and, if necessary, place a new order.

Partial return

Where the right of withdrawal applies, it may cover all or part of the products in an order.

The products concerned are refunded under the conditions set out above. Any treatment of the initial delivery costs in the event of a partial withdrawal is determined in accordance with the applicable statutory rules.

The rules relating to sealed products, hygiene requirements and diminished value remain applicable to each product being returned.

Product damaged on receipt

On receiving the order, the customer must immediately check the condition of the parcel and the products received.

In order to preserve evidence and allow the complaint to be processed quickly, any visible anomaly discovered on receipt — for example a scratched or dented chamber, broken filter, damaged spigot or any other visible deterioration — must be reported to our customer service within 48 hours of receipt.

Where the parcel itself shows visible damage — open, torn, crushed, dented, repackaged, wet or showing signs of impact — the customer must follow the procedure below under “Parcel damaged by the carrier” and make precise reservations at the time of delivery.

The customer must keep the box, internal protective materials, packaging and bags, shipping label and all contents of the order until the complaint has been processed.

Photographs clearly identifying the parcel, its condition, its shipping label, protective materials and the product concerned may be requested in order to examine the case.

A report made after the 48-hour period does not deprive the consumer of statutory rights. The time elapsed and all available physical and traceability evidence may nevertheless be taken into account when assessing the reality, circumstances and origin of the alleged issue.

Parcel damaged by the carrier

When the order is handed over, the customer must inspect the external condition of the parcel before accepting it or leaving the collection point.

If the parcel is open, torn, crushed, dented, repackaged, wet or shows signs of impact or any other visible damage, its contents must be checked immediately and the issue must be reported according to the delivery method used.

Home delivery

For home delivery, the customer must inspect the parcel in the presence of the driver. If damage is found, precise, complete and detailed reservations must be entered on the delivery note or delivery terminal before signing or validating receipt.

The reservations must describe precisely the condition of the parcel and, where damage to its contents is identified, the product or part concerned and the exact nature of the damage.

If the parcel is clearly very seriously damaged and its contents are also damaged, the customer must refuse delivery and state precisely on the carrier's document the nature of the damage observed.

Collection from a parcel shop or retailer

When collecting from a parcel shop or partner retailer, the customer must inspect the external condition of the parcel before leaving the collection point.

If the parcel shows visible damage, the customer must report it immediately to the retailer or person responsible for the collection point and ask for the issue to be recorded or noted on any available collection document or system.

Where possible, the contents of the parcel must be checked on site. If damage or missing products appear attributable to the condition of the parcel, the customer must immediately inform the parcel shop and take photographs before leaving.

If the collection point cannot formally record a reservation, the customer must immediately photograph the condition of the parcel on site and contact Premium Water Distribution SAS customer service without delay.

Collection from an automated locker

When collecting from an automated locker, where reservations generally cannot be made with a staff member on site, the customer must inspect the condition of the parcel as soon as the locker is opened.

If the parcel shows visible damage, it must be photographed immediately, before any further handling, and the customer must contact Premium Water Distribution SAS customer service without delay.

The photographs must establish the condition of the parcel at the time of collection and clearly identify the shipment concerned.

Reservations and evidence required for a carrier claim

General wording such as “subject to unpacking”, “subject to inspection”, “parcel damaged” or “packaging damaged” does not precisely establish the nature of the damage and is insufficient as a detailed reservation.

In the event of damage attributable to transport, failure to make precise reservations or report the issue immediately may prevent Premium Water Distribution SAS from pursuing a claim against the carrier. It is therefore essential to follow the instructions corresponding to the delivery method used.

For any carrier claim to be opened, the customer must provide Premium Water Distribution SAS with photographs establishing the condition of the parcel and the products received.

The photographs must in particular show:

• the parcel as a whole;
• the areas of the box showing impacts, tears, crushing, openings or other damage;
• the shipping label still attached to the parcel and perfectly legible;
• the internal protective materials and packaging;
• the damaged product(s), with views clearly showing the nature of the damage.

The box, protective materials, shipping label and all packaging items must be kept until the claim is closed. The carrier or Premium Water Distribution SAS may request additional photographs or require the parcel to be retained for inspection.

Where damage could not be identified at the time of delivery or collection, the customer must contact Premium Water Distribution SAS as soon as it is discovered and send all photographs and information needed to examine the case without delay.

Reservations and complaints to the carrier must also be made within the applicable statutory time limits.

If the reservations, photographs or evidence needed to open a carrier claim are not available, Premium Water Distribution SAS may be unable to obtain compensation from the carrier. Any complaint will then be examined in light of all available evidence, including the condition of the parcel, the nature of the damage, the time taken to report it, photographs, the shipping label, protective materials and available traceability data.

These provisions governing carrier claims do not affect the consumer's statutory rights against the seller.

If the parcel is clearly very seriously damaged and its contents are also damaged, the customer must refuse delivery and state precisely on the carrier's document the nature of the damage observed.

INSUFFICIENT RESERVATIONS	RESERVATIONS TO STATE
Subject to unpacking / inspection	Describe precisely the condition of the parcel and the damage observed on the product
X items missing	Parcel open or repackaged + specify the missing items
Goods damaged	Parcel damaged + specify the product concerned and the exact nature of the damage
Parcel open, badly damaged or crushed	Parcel crushed on right-hand side + upper chamber dented
Packaging defective / box damaged	Parcel repackaged + specify missing or damaged items
Signs of impact	Major impact mark on box + specify damaged part or reference
Parcel open	Parcel open on receipt + specify any missing items

Incomplete parcel or incorrect product

The contents of the order must be checked as soon as it is received.

In order to preserve evidence and allow us to carry out the necessary checks quickly, any missing part, missing product or product received in error must be reported to customer service within 48 hours of receipt.

The customer must keep the packaging, protective materials, bags, shipping box and the shipping label attached to it, as well as the products received, until the case has been processed. Premium Water Distribution SAS may request photographs of these items in order to check the circumstances of preparation, packing and delivery of the order.

Premium Water Distribution SAS may compare the complaint with objective information available concerning preparation and dispatch of the order, including logistics checks, parcel weight data, references picked and other available traceability information.

A report made after the 48-hour period does not deprive the consumer of statutory rights. The time elapsed and the available evidence and traceability information, including preparation and parcel weight data, may nevertheless be taken into account when assessing the reality and origin of the alleged issue.

Where a product was sent in error by Premium Water Distribution SAS, the customer is given the return arrangements and the related costs are paid by Premium Water Distribution SAS. Where a product is confirmed as missing, it is dispatched as soon as possible after the complaint has been checked.

Guarantee claims

Requests concerning a product presenting a defect or malfunction are handled by our after-sales service independently of the right of withdrawal.

The consumer's statutory guarantees apply independently of any commercial guarantees offered by the manufacturer or Premium Water Distribution SAS.

As Premium Water Distribution SAS is an authorised Berkey® service centre, customers may contact our after-sales service directly for Berkey® products purchased from our store, without having to make a claim themselves with the American manufacturer.

For any request, please contact Premium Water Distribution SAS by email at .

In order to identify the origin of the problem precisely and determine the appropriate solution, our after-sales service may request the information and evidence necessary to examine the case: a precise description of the malfunction, photographs, video, product reference, installation conditions, priming operations or tests performed depending on the nature of the issue.

As some malfunctions may result from incorrect assembly, priming or use, these checks make it possible to distinguish an operating issue from an actual product defect and determine the appropriate procedure.

Where a claim falls under a statutory guarantee and requires a product to be returned or sent, this is handled free of charge for the consumer under the conditions laid down by the applicable regulations.

For further details on the guarantees applicable to our products, please consult the General Terms and Conditions of Sale.

Cancellation before dispatch

If you wish to cancel your order before it is dispatched, contact us as soon as possible by email at .

If the order has not yet been handed to the carrier, we will cancel and refund it. If it has already been dispatched, the right of withdrawal and return rules set out above will apply.

Non-collection, incorrect address or failed delivery

Failure to collect a parcel, refusal of the parcel for reasons unrelated to visible transport damage, or its return due to an incorrect or incomplete address attributable to the customer does not constitute the exercise of the right of withdrawal.

Where, for any of these reasons, the parcel is returned to Premium Water Distribution SAS, the order will be refunded after receipt and inspection of the returned parcel, after deduction of the initial delivery costs incurred and the actual return costs charged to Premium Water Distribution SAS by the carrier.

If the customer subsequently wishes to receive the products, a new order must be placed.