Date of Last Update: October 2022
Terms and conditions for online products sales
Welcome to the Panouge Paris website published by the company Panouge SAS (the “Panouge Paris Site” or the “Site”).
By placing an order with Panouge Paris (“Panouge Paris”, “we”, “us” or “our”) for products which are sold on the Site (“Products”) you will be deemed to have read, understood and agreed to these T&Cs (“T&Cs”). Please read these T&Cs carefully and, if you are unhappy with any aspect, you should contact one of our customer service advisors before placing an order with us.
We amend these T&Cs from time to time. Please look at the top of this page to see when these T&Cs were last updated. Every time you order Products from us, the T&Cs in force at the time of your order will apply to the contract between you and us. If we have to revise these T&Cs and this has a material impact on your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the contract if you are not happy with the changes.
All sales on this Site are made by Panouge SAS, a company registered in Paris with company number 329 530 646, VAT number FR 57 329 530 646, whose registered office is located at 12 Avenue Victor Hugo 75116 Paris France.
We will notify you by email as soon as possible to acknowledge receipt of your order and to provide you with an order number. If we are unable to fulfil your order following this acknowledgement, we will contact you by email or telephone advising you of this. We will confirm acceptance of your order by sending you an e-mail that confirms that the Products have been dispatched (“Dispatch Confirmation”). A legally binding contract between us will be formed when we send you the Dispatch Confirmation (or, in the unlikely event that a Dispatch Confirmation is not sent due to a processing error, when we dispatch the Products to you) (“Contract”). If you require any information concerning your order please contact us here quoting your order number. We may not accept your order if an item you have ordered is out of stock, if we have identified a Product error or if we are unable to obtain authorization for your payment.
We will deliver the Products in accordance with the delivery option selected by you. Whenever referred to, working days exclude Saturday, Sunday and public holidays. Upon delivery of the Products to you, we will provide you with sufficient information to enable you to exercise your statutory right of cancellation and address any intended cancellation to the correct addressee or to return your Products. For further information please see the returns and the cancellation right sections within these terms and conditions.
As you are a consumer, you have a legal right to cancel a Contract within 14 days as from the delivery date of the Products. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. You can do so by contacting us here.
To have the the right for a return, the Products must be imperatively complete and in perfect condition in their original packaging and with the protecting cellophane (transparent film). The returned products must be salable.
To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to reach us by clicking here or contact our Customer Services team by post to:
Service Clients Panouge Paris – Panouge SAS 12, Avenue Victor Hugo 75116, Paris, France.
If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. If you cancel your Contract within 14 days as from the delivery date of the Products:
Then you must return it to us without undue delay (in the original product packaging and unopened) and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract;
Products should be returned to the following address:
Service Clients Panouge Paris, Panouge SAS, 12 Avenue de Victor Hugo 75116 Paris, France.
We are committed to delivering you Products that conform to those you ordered. As a consumer, you have legal rights in case the Products are defective or do not conform to their description. In particular, we are subject to the terms of the statutory warranties under Articles L. 217-4, L. 217-5 and L. 217-12 of the French Consumer Code and Articles 1641 and 1648 of the French Civil Code.
These rights (which are summarized in general terms below) do not affect your right to choose to return the Products and to obtain refund under “Your Cancellation Rights” above or to rely on any other provision hereof. If the Products are not compliant, you can refuse them upon delivery or send them back in their original packaging, indicating the reason for refusal on the delivery order. We will bear the costs related thereto. You may request that the Products be repaired or request a new delivery compliant with your order. If repair and replacement are not possible, you may request the cancellation of the Contract and refund of the amounts paid, or alternatively you may keep the Products and request a reduction of their price. You can send your request by clicking here or by registered letter with acknowledgment of receipt to the following address: Panouge Paris Service Clients, Panouge SAS 12, Avenue Victor Hugo 75116 Paris France. We will respond as soon as possible.
Under certain conditions, you may in accordance with the law bring a warranty action against hidden defects, or call on a potential commercial warranty applicable to your order. However, we cannot be held liable if the breach of the Contract or its improper performance is due to an action on your part, to an unforeseeable and insurmountable event attributable to a person outside the scope of the Contract (our service providers are not considered as such), or to a case of force majeure.
If you have any questions about these T&Cs or wish to contact us to complain about any matter in regard to the Products, please click here to contact us or write to us at: Service Clients, Panouge SAS 12, Avenue Victor Hugo 75116 Paris France.
If after contacting us and following our complaints procedure you still feel that your complaint has not been resolved satisfactorily, you may resort to the free services of a mediator by application of Article L.152-1 of the Consumer Code.
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