{"id":37229,"date":"2025-06-18T11:06:29","date_gmt":"2025-06-18T09:06:29","guid":{"rendered":"https:\/\/thelumine.com\/gestion-des-incidences\/"},"modified":"2026-08-05T19:38:12","modified_gmt":"2026-08-05T17:38:12","slug":"gestion-des-incidences","status":"publish","type":"page","link":"https:\/\/thelumine.com\/fr\/gestion-des-incidences\/","title":{"rendered":"GESTION DES INCIDENCES"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"37229\" class=\"elementor elementor-37229 elementor-13223\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e1da98e e-flex e-con-boxed e-con e-parent\" data-id=\"e1da98e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f0d4f73 elementor-widget elementor-widget-n-accordion\" data-id=\"f0d4f73\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;expanded&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2520\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-2520\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> 1.\tComment signaler une incidence ou un service apr\u00e8s-vente avec ma commande ou avec les produits achet\u00e9s ? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2520\" class=\"elementor-element elementor-element-a5f98fb e-con-full e-flex e-con e-child\" data-id=\"a5f98fb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2520\" class=\"elementor-element elementor-element-4bc7ada e-flex e-con-boxed e-con e-child\" data-id=\"4bc7ada\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-db2aa2e elementor-widget elementor-widget-text-editor\" data-id=\"db2aa2e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Si vous n&rsquo;avez pas re\u00e7u votre commande, s&rsquo;il vous manque un des produits achet\u00e9s ou si vous avez re\u00e7u un produit endommag\u00e9 ou sans certaines de ses pi\u00e8ces, vous devez nous en informer d\u00e8s que possible via la proc\u00e9dure que nous expliquons ci-dessous.<\/p><p><strong>Pour signaler une incidence avec votre commande, veuillez suivre les \u00e9tapes suivantes :<\/strong><\/p><ol><li>Connectez-vous \u00e0 votre compte client*.\nSi vous avez pass\u00e9 la commande en tant qu&rsquo;invit\u00e9, envoyez un e-mail \u00e0 &lt;a href=&quot;mailto:\u00a0\u00bb&gt;, en indiquant votre num\u00e9ro de commande, la situation de l&rsquo;incidence et des photos justificatives.\n<\/li><li>Acc\u00e9dez \u00e0 \u00ab Mes Commandes \u00bb. <\/li><li>Cliquez sur \u00ab Cr\u00e9er incidence\/retour \u00bb sur la commande concern\u00e9e.<\/li><li>Remplissez l&rsquo;incidence, en s\u00e9lectionnant le produit ou les produits de la commande sur lesquels vous avez l&rsquo;incidence. Vous pourrez \u00e9galement joindre des images et ajouter des observations.<\/li><\/ol><p>Une fois que vous aurez rempli le formulaire, notre \u00e9quipe de service apr\u00e8s-vente vous contactera avec plus d&rsquo;informations sur votre demande.<\/p><p>Si vous remplissez les conditions n\u00e9cessaires, le produit sera r\u00e9cup\u00e9r\u00e9, apr\u00e8s sa r\u00e9ception et v\u00e9rification, Incanto le r\u00e9parera, le remplacera ou vous remboursera son montant total ou partiel selon le cas.<\/p><p>Veuillez noter que, pour que nous r\u00e9cup\u00e9rions votre produit, celui-ci doit \u00eatre d\u00e9mont\u00e9 et avec tous ses accessoires.\nAssurez-vous que le produit est emball\u00e9 dans l&#8217;emballage d&rsquo;origine d&rsquo;Incanto Sofas ou dans un autre emballage appropri\u00e9.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2521\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2521\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> 2.\tLes retours sont-ils gratuits ? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2521\" class=\"elementor-element elementor-element-758d84d e-con-full e-flex e-con e-child\" data-id=\"758d84d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2521\" class=\"elementor-element elementor-element-8933553 e-flex e-con-boxed e-con e-child\" data-id=\"8933553\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-22a9c9b elementor-widget elementor-widget-text-editor\" data-id=\"22a9c9b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Oui, en cas de retour pour d\u00e9faut de fabrication, le montant int\u00e9gral des produits que vous retournez vous sera rembours\u00e9. Vous devez assumer les frais de retour des produits, le cas \u00e9ch\u00e9ant. \u00c0 moins que vous ne nous indiquiez le contraire, nous compenserons ces frais de retour avec ceux que vous aviez d\u00e9j\u00e0 pay\u00e9s pour la livraison initiale du produit, car nous nous chargerons de r\u00e9cup\u00e9rer la commande \u00e0 votre domicile.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2522\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2522\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> 3.\tPeut-on retourner nos produits de fabrication personnalis\u00e9e ? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2522\" class=\"elementor-element elementor-element-8b69ffa e-con-full e-flex e-con e-child\" data-id=\"8b69ffa\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2522\" class=\"elementor-element elementor-element-4b17633 e-flex e-con-boxed e-con e-child\" data-id=\"4b17633\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e5fbcb0 elementor-widget elementor-widget-text-editor\" data-id=\"e5fbcb0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Tous nos produits sont fabriqu\u00e9s sur mesure et sur commande individuelle. Par cons\u00e9quent, les retours pour d\u00e9sistement ne seront pas accept\u00e9s. Cependant, les autres garanties du produit ne seront pas affect\u00e9es.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2523\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2523\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><div class=\"e-n-accordion-item-title-text\"> 4.\tPuis-je modifier ma commande avant de la recevoir ? <\/div><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2523\" class=\"elementor-element elementor-element-92f838b e-con-full e-flex e-con e-child\" data-id=\"92f838b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2523\" class=\"elementor-element elementor-element-5930747 e-flex e-con-boxed e-con e-child\" data-id=\"5930747\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a93fbcc elementor-widget elementor-widget-text-editor\" data-id=\"a93fbcc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Une fois qu&rsquo;une commande de fabrication sur mesure est confirm\u00e9e, aucune modification ne pourra \u00eatre effectu\u00e9e, car un ordre de fabrication est \u00e9mis avec les sp\u00e9cifications de type et de couleur de cuir.\n<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>1. Comment signaler une incidence ou un service apr\u00e8s-vente avec ma commande ou avec les produits achet\u00e9s ? Si vous n&#8217;avez pas re\u00e7u votre commande, s&#8217;il vous manque un des produits achet\u00e9s ou si vous avez re\u00e7u un produit endommag\u00e9 ou sans certaines de ses pi\u00e8ces, vous devez nous en informer d\u00e8s que possible via [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-37229","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>GESTION DES INCIDENCES - The Lumine<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thelumine.com\/fr\/gestion-des-incidences\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"GESTION DES INCIDENCES - The Lumine\" \/>\n<meta property=\"og:description\" content=\"1. 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