Returns, refunds and disputes

1. DJUD protection, for every purchase

• Your payment is held by our payment provider: the seller is only paid once the piece has been received.
• If the piece is not shipped within 5 days of payment, the order is cancelled and you are refunded automatically and in full (piece, delivery and fees).
• Once the piece has been shipped, you have 10 days to confirm receipt or report a problem (parcel not received, piece not as described, damaged piece) from the order page. Without any action from you within that time, the sale is completed and the seller is paid.
• If a problem is reported, the money stays blocked. The DJUD team looks into the situation with you and the seller (photos, parcel tracking, messages) and decides either to refund you or to pay the seller. The decision is explained by email to both parties.
• The refund is made to the payment method used, by Stripe; it usually appears within 5 to 10 business days, depending on your bank.

A payment made outside DJUD is not protected: never pay by bank transfer, link or outside app.

2. Buying from an individual

Most students occasionally sell their own pieces, as individuals. Between individuals, the 14-day right of withdrawal does not apply. You are protected by the DJUD protection above, and by the legal guarantee against hidden defects (French Civil Code, art. 1641 et seq.). The seller may also agree to an amicable return: talk to them in the messages.

3. Buying from a professional seller

• Right of withdrawal: you have 14 days from receipt of the piece to change your mind, without giving a reason (French Consumer Code, art. L221-18). It does not apply to pieces made to measure or clearly personalised at your request (art. L221-28).
• To use it, tell the seller in the messages, or write to djud.contact@gmail.com, before the end of the period (for example with the form below), then send the piece back within 14 days. Return costs are yours, unless the seller says they will cover them.
• You are refunded for the piece and the initial delivery within 14 days of your request; the refund may wait until the seller receives the return.
• Legal guarantees: the guarantee of conformity (2 years, French Consumer Code, art. L217-3 et seq.) and the guarantee against hidden defects apply.

4. Withdrawal form (professional seller)

5. Still disagreeing?

Write to djud.contact@gmail.com with the order number. If you are a consumer and the complaint is not resolved, you can refer it free of charge to the consumer mediator named in the terms and conditions, or to the competent court.