Terms and conditions of sale

The Moustache & Croc Paris website is operated by :

Thomas NERIN

Sole trader under the French micro-enterprise regime

SIRET : 889 797 007 00024

Business address :

12 rue Emmanuel Paranteau

33320 Eysines

France

E-mail : contact@moustachecrocparis.com

Telephone : 07 66 35 20 95

VAT not applicable, Article 293 B of the French General Tax Code, provided the business remains under the VAT exemption regime.

These General Terms and Conditions of Sale, hereinafter referred to as « T&Cs », govern distance sales by Moustache & Croc Paris to consumers.

These T&Cs define the rights and obligations of Moustache & Croc Paris and its customers in connection with the online sale of products and accessories intended primarily for dogs and cats.

They apply to any order placed by an individual acting for purposes outside their professional activity.

Before placing an order, the customer is invited to read these T&Cs.

Confirming an order constitutes full and unconditional acceptance of these T&Cs in the version applicable on the date of the order.

Moustache & Croc Paris sells, among other things, non-regulated products and accessories for pets, such as :

- toys ;

- pet beds ;

- collars and accessories ;

- walking products ;

- comfort accessories ;

- feeding accessories ;

- safety accessories ;

- accessories for the everyday well-being of dogs and cats.

The essential characteristics of each product are listed on its product page.

The customer is invited to read this information before placing an order and to check that the product meets both their needs and those of their pet.

Photographs, illustrations and lifestyle images aim to present the products as accurately as possible.

Slight differences in colour or appearance may result in particular from :

- the settings of the screen used ;

- lighting ;

- manufacturing variations ;

- different production batches.

These differences shall not, however, affect the essential characteristics of the product.

The customer must use the products for their intended purpose and in accordance with any recommendations on the product page or packaging.

Pet toys and accessories must be used under appropriate supervision.

The owner is responsible for regularly checking the condition of the product and discontinuing its use if it becomes damaged, broken or liable to pose a danger to the animal.

The product size chosen must, in particular, be suitable for the animal’s build, weight and behaviour.

Products are offered subject to availability.

If a product becomes unavailable after the order has been confirmed, Moustache & Croc Paris will inform the customer as soon as possible.

The customer may, in particular, obtain :

- a refund for the unavailable product ;

- or, with their agreement, an alternative solution where one is offered.

No substitute product will be imposed on the customer without their agreement.

Product prices are stated in euros.

Where Moustache & Croc Paris benefits from the VAT exemption scheme :

VAT not applicable, Article 293 B of the French General Tax Code.

Delivery is charged at a flat rate of 3,90 € per shipment ; any actual delivery costs above this amount are covered by Moustache & Croc Paris. Delivery charges are communicated to the customer before final order confirmation.

Moustache & Croc Paris may change its prices at any time.

However, the price charged remains the price displayed when the order is confirmed, subject to any obvious display error.

To place an order, the customer selects the desired product or products and adds them to their basket.

Before final confirmation, the customer can check and, if necessary, change :

- the selected products ;

- the chosen variants ;

- the quantities ;

- the delivery address ;

- the billing address ;

- the total order amount ;

- any delivery charges.

Before confirming the order, the customer must be able to review the essential information relating to it and be clearly informed that confirmation entails an obligation to pay.

The order is considered definitively recorded once payment has been validated.

An order confirmation is sent to the customer electronically.

The customer must check that the information in this confirmation is correct.

Moustache & Croc Paris reserves the right to suspend, refuse or cancel an order, in particular in the event of :

- failed or declined payment ;

- reasonable suspicion of fraud ;

- manifestly incorrect information ;

- an obvious error in the product price ;

- product unavailability ;

- a previous dispute relating to payment for an order.

This provision shall not affect the consumer’s statutory rights.

Orders are paid for primarily by credit or debit card, using the payment methods offered on the website.

Payment is due when the order is placed.

Banking transactions are processed by the payment providers used by the website.

Moustache & Croc Paris is not intended to receive or store the customer’s full payment card number directly.

If payment is declined by the bank or the relevant provider, the order may not be confirmed.

Products are delivered to the address provided by the customer when placing the order.

Delivery area

Delivery is currently available within metropolitan France only.

The available delivery areas are those offered to the customer when placing their order.

Delivery charges

Delivery is charged at a flat rate of 3,90 € per shipment ; any actual delivery costs above this amount are covered by Moustache & Croc Paris. The applicable delivery charges are shown to the customer before final order confirmation.

Delivery times

Delivery generally takes between 2 and 12 working days.

The exact delivery time that applies is displayed before order confirmation where this information is available.

The period begins once payment has been validated.

Delivery times may vary depending on the product, carrier and destination.

The regulations require the trader to state and comply with the delivery date or period to which they commit.

In the event of a delay, the customer may contact Moustache & Croc Paris at :

contact@moustachecrocparis.com

Consumer rights in the event of late delivery or non-delivery are exercised in accordance with the French Consumer Code.

Where the legal conditions are met, the consumer may, in particular, request delivery within a reasonable additional period and then, if delivery still does not take place, terminate the contract.

If the contract is terminated under the conditions provided by law, any sums owed to the consumer must be refunded in accordance with the applicable regulations.

The customer is responsible for the accuracy of the details they provide when placing an order.

Moustache & Croc Paris cannot be held liable for a delay directly caused by a clearly incomplete or incorrect address provided by the customer.

If the parcel is returned for this reason, customer service will contact the customer to arrange a new shipment.

On receipt, the customer is invited to check the condition of their order.

If a product is :

- damaged ;

- incomplete ;

- incorrect ;

- or does not match the order,

the customer may contact Moustache & Croc Paris :

E-mail : contact@moustachecrocparis.com

We recommend providing :

- the order number ;

- a description of the problem ;

- photographs showing the issue, where helpful.

The request for photographs is solely intended to help process the complaint and does not prevent the consumer from exercising their statutory guarantee rights.

In accordance with the French Consumer Code, consumers who make a distance purchase have, unless a statutory exception applies, 14 days to exercise their right of withdrawal without having to give a reason for their decision.

For sales of goods, this period generally begins when the product is received by the consumer or by a third party they have designated.

Where several products from the same order are delivered separately, the period may begin upon receipt of the last item under the conditions provided by law.

The consumer must inform Moustache & Croc Paris of their decision before the withdrawal period expires.

They may :

- use the form at the end of these Terms and Conditions of Sale ;

- or send any clear statement unambiguously expressing their wish to withdraw.

The request may be sent to :

Moustache & Croc Paris

Thomas NERIN

12 rue Emmanuel Paranteau

33320 Eysines

France

E-mail :

contact@moustachecrocparis.com

Simply returning a product without a statement clearly expressing the wish to withdraw is not sufficient to exercise the right of withdrawal.

After communicating their decision to withdraw, the consumer has a maximum of 14 days to return the product.

Returns must be sent to :

Moustache & Croc Paris

Thomas NERIN

12 rue Emmanuel Paranteau

33320 Eysines

France

Return costs

As part of its commercial policy :

return costs associated with exercising the right of withdrawal are covered by Moustache & Croc Paris.

The customer is invited to contact customer service before sending the return to obtain instructions for having these costs covered.

The customer must therefore not incur return costs on their own initiative if they wish to benefit from the arrangements provided by Moustache & Croc Paris.

The consumer may handle the product to the extent necessary to establish its nature, characteristics and proper functioning.

However, they may be held liable for any diminished value resulting from handling beyond what would have been reasonably necessary to check the product.

Where possible, the product must be returned with its accessories and associated items.

Where the right of withdrawal has been duly exercised, Moustache & Croc Paris refunds the sums owed to the consumer, including the initial delivery costs up to the cost of the standard delivery option offered.

The refund is made without undue delay and no later than 14 days after the date on which Moustache & Croc Paris is informed of the consumer’s decision to withdraw.

For a sale of goods, the seller may withhold the refund until the product has been received back or until the consumer provides proof of dispatch, whichever occurs first.

Unless otherwise agreed with the consumer, the refund is made using the same payment method as that used for the initial transaction.

The right of withdrawal cannot be exercised in cases excluded by Article L.221-28 of the French Consumer Code.

This may include, where the legal conditions are actually met :

- goods made to the consumer’s specifications ;

- clearly personalised products ;

- certain goods liable to deteriorate rapidly ;

- certain products unsealed after delivery that cannot be returned for hygiene or health protection reasons.

Moustache & Croc Paris will apply an exception only where it genuinely corresponds to the product category concerned and the conditions laid down by law.

Products sold by Moustache & Croc Paris are covered by the statutory guarantee of conformity provided for in Articles L.217-3 et seq. of the French Consumer Code.

The professional seller is responsible for the conformity of the product sold to its customer.

This guarantee applies in particular where the product :

- does not match the description ;

- does not have the qualities specified in the contract ;

- is not fit for the use normally expected of goods of the same type ;

- has a defect covered by the statutory guarantee of conformity.

A claim under the statutory guarantee of conformity may be brought within two years of delivery of the goods, under the conditions laid down by the regulations.

In the event of a defect covered by the statutory guarantee of conformity, the consumer is entitled to the remedies provided by law.

In particular, they may request repair or replacement of the goods under the conditions laid down by the French Consumer Code.

The goods must be brought into conformity at no cost to the consumer and, in principle, within no more than 30 days of their request.

Where the legal conditions are met, the consumer may also be entitled to :

- a price reduction ;

- or termination of the contract.

Moustache & Croc Paris remains the consumer’s point of contact for the application of this guarantee and cannot require them to contact the manufacturer or supplier directly.

The customer is also covered by the statutory warranty against hidden defects provided for in Articles 1641 et seq. of the French Civil Code.

This warranty may apply where a defect :

- was hidden at the time of purchase ;

- existed at the time of purchase ;

- and renders the product unfit for its intended use or impairs that use to such an extent that the customer would not have purchased it, or would have paid a lower price, had they known about it.

The statutory guarantees apply independently of any commercial warranty.

Moustache & Croc Paris remains responsible for the proper performance of its obligations under the conditions laid down by applicable legislation.

However, it cannot be held liable for damage resulting exclusively from, in particular :

- clearly inappropriate use of the product ;

- failure to follow the instructions or precautions provided ;

- modification of the product by the customer ;

- normal wear and tear ;

- an event meeting the legal conditions for force majeure.

No provision of these Terms and Conditions of Sale may remove or limit the consumer’s mandatory rights.

For any questions about an order, a product, a delivery or a return :

Moustache & Croc Paris

Thomas NERIN

12 rue Emmanuel Paranteau

33320 Eysines

France

E-mail : contact@moustachecrocparis.com

Telephone : 07 66 35 20 95

In the event of a problem, the customer is invited to first submit a complaint to Moustache & Croc Paris to seek an amicable resolution.

Complaints may be submitted :

By email :

contact@moustachecrocparis.com

or by post :

Moustache & Croc Paris

Thomas NERIN

12 rue Emmanuel Paranteau

33320 Eysines

France

The customer is invited to provide their order number and any information useful for handling their request.

In accordance with the provisions of the French Consumer Code concerning « the mediation process for consumer disputes », after contacting Moustache & Croc Paris and in the absence of a satisfactory response, the consumer may use a free consumer mediation procedure through :

CM2C

49 rue de Ponthieu

75008 PARIS

Telephone : 01 89 47 00 14

Website :

https://www.cm2c.net/declarer-un-litige.php

E-mail :

litiges@cm2c.net

Referring a dispute to the mediator is free of charge for the consumer.

Recourse to mediation requires that a complaint has first been submitted to the professional and that no satisfactory solution has been found.

These are the contact details provided directly by CM2C to Moustache & Croc Paris when it joined.

In the course of its business, Moustache & Croc Paris may process certain personal data necessary in particular for :

- creating and processing orders ;

- collecting payments ;

- delivery ;

- customer relations ;

- managing returns and refunds ;

- fraud prevention ;

- fulfilling accounting and legal obligations.

Detailed information regarding :

- the data collected ;

- its purposes ;

- its retention period ;

- its recipients ;

- users’ rights,

must be specified in the website’s Privacy Policy.

The elements that make up the Moustache & Croc Paris website are protected by intellectual property rights where they meet the legal requirements.

This may include, in particular :

- the name ;

- the visual identity ;

- the photographs ;

- the text ;

- the graphics ;

- the illustrations ;

- the website’s layout.

Any unauthorised reproduction, adaptation or use may infringe the rights of their owner.

Moustache & Croc Paris may amend these Terms and Conditions of Sale, in particular to adapt them to :

- changes in its business ;

- changes in its services ;

- a change in regulations.

The Terms and Conditions of Sale applicable to an order are those accepted by the customer when placing that order.

If any provision of these Terms and Conditions of Sale is declared void, unlawful or unenforceable, the remaining provisions will remain applicable to the extent permitted by law.

These Terms and Conditions of Sale are governed by French law.

This provision does not deprive a consumer residing in another country of any mandatory protections to which they are entitled under the applicable regulations.

In the event of a dispute, the parties will first endeavour to find an amicable solution.

The consumer retains their right of access to the competent court in accordance with the applicable legal rules.

Please complete and return this form only if you wish to withdraw from the contract.

To :

Moustache & Croc Paris

Thomas NERIN

12 rue Emmanuel Paranteau

33320 Eysines

France

E-mail : contact@moustachecrocparis.com

I hereby notify you of my withdrawal from the contract for the sale of the following goods :

Product(s) concerned :

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Order number :

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Ordered on :

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Received on :

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Consumer’s name :

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Consumer’s address :

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Email address :

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Date :

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Consumer’s signature

(only if this form is submitted on paper)