This English text is a courtesy translation of the French General Terms and Conditions of Sale of REMY HAIR EXCELLENCE. The contract is concluded in French and the French version alone is legally binding. In the event of any discrepancy between the two versions, the French version prevails.
These General Terms and Conditions of Sale (hereinafter the “General Terms” or “GTC”) apply to any purchase made by an internet user, being a natural person acting as a consumer (hereinafter the “CUSTOMER”), on the website www.remyhair.fr (hereinafter the “SITE”), from:
REMY HAIR EXCELLENCE, a French EURL registered with the Bordeaux Trade and Companies Register under number 532 580 206, with its registered office at 42 Avenue Ariane, Bâtiment 2, 33700 Mérignac, France.
Telephone: +33 5 35 54 83 33
E-mail: contact@remyhair.fr
Hereinafter referred to as the “SELLER”.
Version of the General Terms: Version 2026.1, in force as from 08/09/2026.
IMPORTANT
Any order placed on the SITE entails an obligation to pay and the CUSTOMER’s unreserved acceptance of these General Terms and Conditions of Sale.
Article 1. Definitions
The terms used below have the following meaning in these General Terms:
“CUSTOMER”: the SELLER’s contracting party, being a natural person acting as a consumer within the meaning of the French Consumer Code, for purposes which fall outside the scope of their commercial, industrial, craft, professional or agricultural activity.
“DELIVERY”: the transfer to the CUSTOMER, or to a third party designated by the CUSTOMER other than the carrier, of physical possession or control of the PRODUCTS ordered.
“PRODUCTS”: all products offered for sale on the SITE.
“SITE”: the website accessible at www.remyhair.fr.
“SELLER”: REMY HAIR EXCELLENCE.
Article 2. Purpose
The purpose of these General Terms is to define the conditions under which the SELLER markets the PRODUCTS to CUSTOMERS on the SITE.
These GTC are intended for consumers.
Sales concluded with professionals, in particular from the professional area of the SITE, are not governed by these General Terms. They are subject to separate contractual terms, communicated to the professional and subject to their acceptance.
Professionals wishing to benefit from specific commercial or contractual terms are invited to contact the SELLER’s sales department.
Article 3. Acceptance of the General Terms
The CUSTOMER undertakes to read these General Terms carefully before proceeding with payment of an order.
The General Terms are drafted in French and the contract is concluded in French. They are accessible at any time on the SITE.
The CUSTOMER is invited to download them, print them and keep a copy.
The SELLER may amend these General Terms. The version applicable to an order is the one in force on the date the CUSTOMER validates that order.
By validating an order and accepting these GTC by means of the mechanism provided on the SITE, the CUSTOMER acknowledges having read, understood and accepted these General Terms without limitation or reservation.
Article 4. Opening an account and purchasing PRODUCTS on the SITE
To make a purchase on the SITE, the CUSTOMER must be at least 18 years of age and have the legal capacity to enter into a contract.
The CUSTOMER may be invited to create an account and to provide the information required for identification and for processing the order.
Mandatory fields are indicated as such on the SITE.
The information provided by the CUSTOMER must be complete, accurate and up to date.
The CUSTOMER may check the status of their orders from their account where this feature is available.
DELIVERY may also be tracked using the tools made available by the carriers.
The CUSTOMER may contact customer service at contact@remyhair.fr to obtain information about an order.
The SELLER reserves the right to request from the CUSTOMER any additional information reasonably necessary to verify their identity, their eligibility or the information provided.
Article 5. Orders
Article 5.1. Characteristics of the PRODUCTS
The SELLER presents on the SITE the essential characteristics of the PRODUCTS offered for sale.
The CUSTOMER undertakes to review this information before placing an order.
Photographs, illustrations and graphic representations of the PRODUCTS are provided for illustrative purposes. Despite the care taken in their presentation, slight differences in shade or appearance may result in particular from screen display settings.
The SELLER reserves the right to modify the selection of PRODUCTS available on the SITE, in particular according to the availability and constraints of its suppliers.
Unless otherwise stated, the PRODUCTS sold by the SELLER are new and comply with the applicable legal and regulatory requirements.
Article 5.2. End-of-line and clearance PRODUCTS
Certain PRODUCTS may be offered at a reduced price as end-of-line items, clearance items or as part of a promotional offer.
These PRODUCTS are new, unused and fit for the purpose ordinarily expected of a similar PRODUCT.
They may, however, show minor differences in appearance compared with PRODUCTS from the current range, in particular in shade, length, finish or packaging, resulting from their end-of-line character.
These characteristics are brought to the CUSTOMER’s attention on the relevant PRODUCT page before the order is validated. They form part of the agreed characteristics of the PRODUCT and do not, in themselves, constitute a lack of conformity.
The legal guarantees referred to in Article 12 and the right of withdrawal set out in APPENDIX 1 remain applicable to these PRODUCTS on the same terms as for all other PRODUCTS.
Article 5.3. Ordering procedure
Orders for PRODUCTS are placed directly on the SITE.
Article 5.3.1. Selection of PRODUCTS and purchase options
The CUSTOMER selects the PRODUCT or PRODUCTS of their choice and, where applicable, the desired characteristics, shades, lengths, references and quantities.
The selected PRODUCTS are added to the basket.
The CUSTOMER may modify the contents of the basket until the order is definitively validated.
Article 5.3.2. Validation of the order
Before confirming the order, the CUSTOMER is able to check its details and total price and to correct any errors.
The CUSTOMER must in particular check:
- the selected PRODUCTS;
- their characteristics and quantities;
- the billing address;
- the DELIVERY address;
- the DELIVERY method;
- the payment method;
- the total price of the order.
The CUSTOMER definitively validates the order by clicking on the button bearing the wording “Order with obligation to pay”, or an equivalent unambiguous wording, and then proceeds with payment in accordance with the instructions on the SITE.
The SELLER reserves the right to refuse or cancel an order where there is a legitimate reason to do so, in particular in the event of a dispute relating to payment of a previous order, suspected fraud or inability to process the order.
Article 5.3.3. Acknowledgement of receipt
Once the order has been validated, an acknowledgement of receipt is sent to the CUSTOMER by e-mail to the address provided when the order was placed.
This acknowledgement of receipt, provided on a durable medium, contains a summary of the order (PRODUCTS, price, DELIVERY costs and method, payment method) together with the General Terms accepted by the CUSTOMER, either attached to the e-mail or accessible through a link to the version in force on the date of the order.
It is the CUSTOMER’s responsibility to check that the e-mail address provided is correct.
Article 5.3.4. Invoicing
The CUSTOMER must provide all information required to issue the invoice.
The invoice is made available to the CUSTOMER by the SELLER in paper or electronic form, according to the arrangements offered on the SITE.
Article 5.4. Quantities ordered and intended use of the PRODUCTS
The PRODUCTS offered for sale on the SITE under these GTC are intended for the personal use of the consumer CUSTOMER.
The SELLER may limit the number of units of the same PRODUCT that may be ordered by the same CUSTOMER, to the same DELIVERY address or using the same payment method, in particular in the event of limited availability or a promotional offer. Such limitations are brought to the CUSTOMER’s attention on the SITE or during the ordering process.
Purchases made for the purposes of a professional activity, in particular for resale, salon application or distribution, do not fall within the scope of these General Terms. Professionals are invited to order from the professional area of the SITE under the conditions set out in Article 2.
Where an order has characteristics that are manifestly incompatible with personal use, in particular in view of the quantities ordered, the SELLER may, before shipment, invite the CUSTOMER to confirm the capacity in which they are acting. Failing a reply, or where the order is placed for the purposes of a professional activity, the SELLER may refuse or cancel the order in accordance with Article 5.3.2 and shall then refund in full any sums already paid.
Article 5.5. Date of the order
The order is deemed to have been placed when the SELLER acknowledges receipt of it following validation of the payment or of the corresponding payment authorization.
The preparation and dispatch times indicated on the SITE start to run in accordance with the information given to the CUSTOMER when the order is placed.
Article 5.6. Prices
PRODUCT prices are stated in euros, inclusive of all taxes and exclusive of DELIVERY costs unless otherwise stated.
Any DELIVERY costs are indicated to the CUSTOMER before the order is definitively validated.
Prices take into account the value added tax applicable on the day of the order.
The SELLER may change its prices at any time.
The price applicable to an order is the price displayed on the SITE at the time the CUSTOMER validates it, save for manifest error.
Article 5.7. Availability of the PRODUCTS
PRODUCTS are offered subject to available stock.
Where a PRODUCT is unavailable, this is indicated on the SITE as far as possible.
Where unavailability becomes apparent after the order has been validated, the SELLER informs the CUSTOMER as soon as possible.
Depending on the circumstances and with the CUSTOMER’s agreement, the SELLER may in particular:
- offer deferred shipment;
- proceed with partial shipment;
- offer an alternative PRODUCT of equivalent quality and price;
- cancel the unavailable PRODUCT and refund it.
Where the contract is terminated because the SELLER is unable to deliver the PRODUCT under the conditions provided for by law, the corresponding sums are refunded within the statutory time limits and at the latest within fourteen days following termination of the contract.
Where this feature is offered, the CUSTOMER may ask to be informed when a PRODUCT is back in stock.
Article 6. Right of withdrawal
The CUSTOMER benefits from the right of withdrawal provided for by the French Consumer Code, under the conditions set out in APPENDIX 1 (Right of withdrawal) to these GTC.
Article 7. Payment
Article 7.1. Means of payment
The CUSTOMER may pay for an order using the means of payment offered on the SITE at the time of the order.
The CUSTOMER warrants that they hold the necessary authorizations to use the selected means of payment.
Payment transactions are carried out through secure payment service providers.
The banking data required to process the payment is transmitted to the relevant providers in accordance with their own security procedures.
Article 7.2. Payment date
In the case of payment in full by bank card, the amount of the order is debited in accordance with the terms indicated when the order is placed.
In the case of instalment or deferred payment, the instalments are collected in accordance with the contract concluded between the CUSTOMER and the relevant financing provider.
Article 7.3. Late or refused payment
Where payment is refused by the bank, the payment institution or the relevant provider, the order may be suspended or cancelled.
The CUSTOMER may, where this is offered, use another valid means of payment.
Where it proves impossible to obtain payment of the sums due, the sale may be terminated in accordance with the applicable regulations.
Article 7.4. Instalment payment with Alma
For certain eligible orders, the SELLER offers its CUSTOMERS the possibility of applying to Alma for an instalment or deferred payment solution.
Alma’s credit service is offered for the settlement of purchases and the execution of payment, subject to the person purchasing the goods or services through Alma, hereinafter the “Buyer”, accepting the instalment or deferred payment contract offered by Alma.
Fees may be charged by Alma.
Any refusal by Alma to grant instalment or deferred payment may render the purchase contract void, unless the Buyer agrees to pay the amount of the purchase in full.
In the event of termination of these GTC, the instalment or deferred payment contract concluded with Alma will be terminated automatically.
In the event of withdrawal from the instalment or deferred payment solution used for payment, these GTC will be terminated automatically, unless the Buyer pays the amount of their purchase in full through Alma.
If the PRODUCT has already been shipped, the CUSTOMER must return it under the conditions and within the time limits set out in these GTC.
The detailed financing conditions, any fees, the instalment schedule and the eligibility conditions are communicated to the CUSTOMER by Alma before the corresponding contract is concluded.
Article 8. Evidence and archiving
In accordance with Article L. 213-1 of the French Consumer Code and the applicable regulations, any contract concluded electronically for an amount equal to or greater than 120 euros is retained by the SELLER for the applicable statutory period.
Where DELIVERY of the goods is immediate, this period is ten years from conclusion of the contract. Otherwise, the contract is retained from its conclusion until DELIVERY, and then for ten years from DELIVERY.
The CUSTOMER may at any time obtain access to the archived contract or a copy of it upon simple request sent to contact@remyhair.fr or by post to the SELLER’s address.
The computerized records kept in the systems of the SELLER and its service providers may be used as evidence under the conditions provided for by law.
Article 9. Transfer of ownership and of risk
The SELLER remains the owner of the PRODUCTS until their price has been paid in full by the CUSTOMER.
This retention of title does not prevent the transfer to the CUSTOMER of the risk of loss of or damage to the PRODUCTS at the time when the CUSTOMER, or a third party designated by the CUSTOMER other than the carrier, takes physical possession of the PRODUCTS.
Article 10. Delivery
The DELIVERY terms for the PRODUCTS are set out in APPENDIX 2 (Delivery) to these General Terms.
Article 11. Packaging
The PRODUCTS are packaged in conditions suited to their nature and to the transport method used, in order to ensure their protection during DELIVERY.
Where a CUSTOMER returns a PRODUCT, it must be properly packaged in order to avoid any damage during transport.
Article 12. Liability
The SELLER may not be held liable for non-performance or improper performance of the contract where this results from an act attributable to the CUSTOMER, from an unforeseeable and insurmountable act of a third party to the contract, or from an event of force majeure within the meaning of Article 1218 of the French Civil Code.
The SELLER may not be held liable for the content of third-party websites accessible via hypertext links from the SITE.
No provision of these GTC may have the effect of excluding or limiting the mandatory rights enjoyed by the CUSTOMER as a consumer.
Article 12.1. Legal guarantees
REMY HAIR EXCELLENCE is responsible for the legal guarantees applicable to the PRODUCTS sold.
Contact details for implementing the guarantees:
REMY HAIR EXCELLENCE
42 Avenue Ariane, Bâtiment 2
33700 Mérignac, France
Telephone: +33 5 35 54 83 33
E-mail: contact@remyhair.fr
Legal guarantee of conformity and guarantee against hidden defects
The following notice is a translation of the statutory notice required by French law. Only the French wording, reproduced in the French version of these General Terms, has legal effect.
The consumer has a period of two years from delivery of the goods to obtain the implementation of the legal guarantee of conformity in the event of a lack of conformity becoming apparent. During this period, the consumer is only required to establish the existence of the lack of conformity and not the date on which it appeared.
Where the contract for the sale of the goods provides for the continuous supply of digital content or a digital service for a period of more than two years, the legal guarantee applies to that digital content or digital service throughout the period of supply provided for. During that period, the consumer is only required to establish the existence of the lack of conformity affecting the digital content or the digital service and not the date on which it appeared.
The legal guarantee of conformity entails an obligation for the professional to provide, where applicable, all updates necessary to maintain the conformity of the goods.
The legal guarantee of conformity entitles the consumer to the repair or replacement of the goods within thirty days of their request, free of charge and without major inconvenience to them.
If the goods are repaired under the legal guarantee of conformity, the consumer benefits from a six-month extension of the initial guarantee.
If the consumer requests repair of the goods, but the seller imposes replacement, the legal guarantee of conformity is renewed for a period of two years from the date of replacement of the goods.
The consumer may obtain a reduction in the purchase price and keep the goods, or terminate the contract and obtain a full refund against return of the goods, if:
- The professional refuses to repair or replace the goods;
- The repair or replacement of the goods takes place after a period of thirty days;
- The repair or replacement of the goods causes major inconvenience to the consumer, in particular where the consumer definitively bears the costs of taking back or removing the non-conforming goods, or if they bear the costs of installing the repaired or replacement goods;
- The non-conformity of the goods persists despite the seller’s unsuccessful attempt to bring them into conformity.
The consumer is also entitled to a reduction in the price of the goods or to termination of the contract where the lack of conformity is so serious that it justifies an immediate price reduction or termination of the contract. In that case, the consumer is not required to request repair or replacement of the goods beforehand.
The consumer is not entitled to terminate the sale if the lack of conformity is minor.
Any period during which the goods are unavailable with a view to their repair or replacement suspends the remaining guarantee period until delivery of the restored goods.
The rights referred to above result from the application of Articles L. 217-1 to L. 217-32 of the French Consumer Code.
A seller who in bad faith obstructs the implementation of the legal guarantee of conformity is liable to a civil fine of up to 300,000 euros, which may be increased to 10% of average annual turnover (Article L. 241-5 of the French Consumer Code).
The consumer also benefits from the legal guarantee against hidden defects under Articles 1641 to 1649 of the French Civil Code, for a period of two years from discovery of the defect. This guarantee gives the right to a price reduction if the goods are kept, or to a full refund against return of the goods.
Article 12.2. Commercial guarantees and after-sales service
Certain PRODUCTS may also benefit from a commercial guarantee granted by their manufacturer or supplier.
Where such a guarantee exists, its characteristics, duration, scope and any exclusions are set out on the PRODUCT page or in the documents provided to the CUSTOMER.
Any commercial guarantee is in addition to the legal guarantees and may in no case limit or replace them.
Where a CUSTOMER notes a defect that may fall within the scope of a guarantee, they may contact customer service:
E-mail: contact@remyhair.fr
Address: REMY HAIR EXCELLENCE, 42 Avenue Ariane, Bâtiment 2, 33700 Mérignac, France
The CUSTOMER is invited to describe the defect noted and to provide any information useful for the examination of their request.
Where the PRODUCT must be returned under an applicable legal guarantee, the costs necessary to bring it into conformity are borne under the conditions provided for by law.
Where an intervention falls exclusively within the scope of a commercial guarantee, the terms specific to that guarantee apply.
Article 12.3. Use and care of the PRODUCTS
Hair extensions are PRODUCTS of natural origin, intended to be applied, cared for and removed using specific techniques.
The SELLER provides on the PRODUCT pages and in the documents supplied to the CUSTOMER the applicable use and care recommendations, in particular regarding washing, brushing, heat styling, coloring and bleaching.
The following do not constitute a lack of conformity:
- alterations resulting from normal wear associated with wearing the PRODUCT;
- alterations resulting from application, removal or care that does not comply with the recommendations provided, or carried out by a third party;
- alterations resulting from coloring, bleaching, straightening, perming or any other chemical treatment applied after DELIVERY;
- alterations resulting from exposure to a heat source exceeding the recommended temperatures;
- alterations resulting from the use of unsuitable hair care products.
These clarifications do not limit the legal guarantees referred to in Article 12.1, which remain applicable to defects existing at the time of delivery of the PRODUCT.
Article 13. Personal data
The SELLER collects and processes the personal data necessary in particular for:
- creating and managing the CUSTOMER account;
- processing orders;
- payment;
- invoicing;
- DELIVERY;
- managing after-sales service;
- complying with its legal and regulatory obligations.
The data may be transmitted to the service providers strictly necessary for carrying out these operations, in particular payment providers, carriers, hosting providers and technical service providers.
Personal data processing is carried out in accordance with the General Data Protection Regulation (GDPR) and applicable French legislation.
The CUSTOMER benefits in particular, under the conditions provided for by the regulations, from the right:
- of access;
- of rectification;
- of erasure;
- to restriction of processing;
- to object;
- to data portability.
To exercise these rights, the CUSTOMER may contact contact@remyhair.fr or write to:
REMY HAIR EXCELLENCE
42 Avenue Ariane, Bâtiment 2
33700 Mérignac, France
Where the SELLER has reasonable doubt as to the identity of the person exercising their rights, additional information may be requested in order to confirm that identity.
The CUSTOMER also has the right to lodge a complaint with the CNIL, the French data protection authority.
For further information, the CUSTOMER may consult the Personal Data Policy available on the SITE: https://www.remyhair.fr/fr/content/27-RGPD
Article 13.1. Cookies
The SITE uses cookies and other trackers necessary for its operation and, subject to the CUSTOMER’s consent where required, audience measurement, advertising or third-party service cookies.
Information about the cookies used and about how to accept, refuse or modify these choices is available here: https://www.remyhair.fr/fr/content/24-Information-sur-les-cookies
Article 13.2. Newsletters
The CUSTOMER may subscribe to the SELLER’s newsletter in order to receive information about the products, services, new arrivals and commercial offers of REMY HAIR EXCELLENCE.
The CUSTOMER may unsubscribe at any time using the unsubscribe link included in each communication or, where this feature is available, by changing the preferences of their account.
Where the regulations require the CUSTOMER’s consent to receive commercial communications from partners, such communications are sent only after that consent has been obtained.
Article 13.3. Social networks
The SITE may integrate features or content from social networks, in particular Facebook or Instagram.
Use of these features may result in certain information being transmitted to the operators of the platforms concerned, in accordance with their own privacy policies.
Where the placing or reading of trackers by these services requires the CUSTOMER’s consent, they are activated only after that consent has been obtained in accordance with the applicable rules.
Article 14. Complaints
The SELLER provides the CUSTOMER with a customer service department reachable on +33 5 35 54 83 33 (non-premium-rate number).
Any written complaint may also be sent:
By e-mail: contact@remyhair.fr
By post: REMY HAIR EXCELLENCE, 42 Avenue Ariane, Bâtiment 2, 33700 Mérignac, France
Article 15. Intellectual property
All elements making up the SITE, in particular texts, photographs, illustrations, videos, logos, trademarks, graphic creations, software and technical elements, may be protected by intellectual property rights.
Save with the SELLER’s prior written authorization, any reproduction, representation, adaptation, exploitation or use of all or part of the SITE or its content is prohibited, other than the exceptions provided for by law.
The creation of hypertext links using in particular framing or in-line linking techniques, making the content of the SITE appear as belonging to another website, is prohibited without the SELLER’s prior authorization.
Article 16. Validity of the General Terms
If any provision of these General Terms were declared void, unlawful or unenforceable by a legal or regulatory provision or by a final court decision, the remaining provisions would remain fully applicable.
Article 17. Amendment of the General Terms
The SELLER reserves the right to amend these General Terms at any time.
The General Terms applicable to an order are those accepted by the CUSTOMER when that order was validated.
Any subsequent amendment of the GTC does not apply retroactively to orders already concluded.
Article 18. Governing law, complaints and mediation
These General Terms and the contractual relations between the CUSTOMER and the SELLER are governed by French law, subject to any more protective mandatory provisions from which the CUSTOMER may benefit under the applicable regulations.
In the event of a dispute, the CUSTOMER is invited to contact REMY HAIR EXCELLENCE first in order to seek an amicable solution.
Failing an amicable resolution, the CUSTOMER may bring the matter before the competent courts in accordance with the ordinary rules of law.
In accordance with Article L. 612-1 of the French Consumer Code, the consumer may use a consumer mediator free of charge in order to seek an amicable resolution of a dispute with the SELLER.
In accordance with Article L. 612-2 of the French Consumer Code, a dispute may be submitted to the mediator only if the consumer can show that they first attempted to resolve it directly with the SELLER by means of a written complaint. The request for mediation must be submitted within one year of that written complaint.
REMY HAIR EXCELLENCE has appointed, under membership registered number 53030/VM/2405, SAS Médiation Solution as its consumer mediation body.
To refer a matter to the mediator, the consumer may send their request:
By post: SAS Médiation Solution, 222 chemin de la Bergerie, 01800 Saint-Jean-de-Niost, France
By e-mail: contact@sasmediationsolution-conso.fr
Online: https://www.sasmediationsolution-conso.fr
The request must in particular include:
- the postal, telephone and e-mail contact details of the applicant;
- the identity of the professional concerned;
- the professional’s registration number with the mediator;
- a brief statement of the facts;
- a copy of the prior complaint sent to the SELLER;
- any document enabling the file to be examined, in particular the order form, the invoice or proof of payment.
Appendix 1: Right of withdrawal
Principle of the right of withdrawal
In accordance with the French Consumer Code, the CUSTOMER has a period of fourteen days in which to exercise their right of withdrawal without having to give reasons.
Withdrawal period
For contracts for the sale of PRODUCTS, the withdrawal period runs from the day on which the CUSTOMER, or a third party other than the carrier and designated by the CUSTOMER, takes physical possession of the PRODUCT.
Where an order covers several PRODUCTS delivered separately, the period runs from receipt of the last PRODUCT.
Notification of withdrawal
To exercise the right of withdrawal, the CUSTOMER must inform the SELLER of their decision by means of a clear and unambiguous statement sent to:
REMY HAIR EXCELLENCE
42 Avenue Ariane, Bâtiment 2
33700 Mérignac, France
E-mail: contact@remyhair.fr
The CUSTOMER may in particular use the form below.
Withdrawal form
For the attention of the Customer Service Department, REMY HAIR EXCELLENCE
42 Avenue Ariane, Bâtiment 2
33700 Mérignac, France
Telephone: +33 5 35 54 83 33
E-mail: contact@remyhair.fr
I hereby give notice of my withdrawal from the contract for the sale of the following PRODUCT(S):
Reference of the PRODUCT(S):
Invoice number:
Order number:
Ordered on:
Received on:
Payment method used:
Name of the CUSTOMER:
Address of the CUSTOMER:
Delivery address, if different:
Date:
Signature of the CUSTOMER, only where the form is sent on paper:
Effects of withdrawal
Where the CUSTOMER validly exercises their right of withdrawal, the SELLER refunds the sums received in respect of the order concerned, including the costs corresponding to the standard DELIVERY method offered by the SELLER.
Where the CUSTOMER has expressly chosen a DELIVERY method more expensive than the standard method offered, the additional cost resulting from that choice is not refunded.
The refund is made at the latest within fourteen days from the date on which the SELLER is informed of the CUSTOMER’s decision to withdraw.
The SELLER may withhold the refund until the PRODUCTS have been received back or until the CUSTOMER has supplied evidence of having sent them back, whichever is the earlier.
The refund is made using the same means of payment as that used for the initial transaction, unless the CUSTOMER expressly agrees to another means that does not give rise to any costs.
Return arrangements
The CUSTOMER must return the PRODUCT without undue delay and at the latest within fourteen days of communicating their decision to withdraw.
Returns must be sent to:
REMY HAIR EXCELLENCE
42 Avenue Ariane, Bâtiment 2
33700 Mérignac, France
The CUSTOMER is advised to use a shipping method allowing the parcel to be tracked and to keep proof of dispatch.
The return request from the customer account (“My orders” section) and the resulting return slip are practical facilities offered by the SELLER. Their use, like any prior validation by customer service, is not a condition for exercising the right of withdrawal.
Return costs
Unless otherwise indicated by the SELLER or where a legal guarantee applies, the direct costs of returning the PRODUCT under the right of withdrawal are borne by the CUSTOMER.
Where the PRODUCT is returned from a destination outside the European Union, the return costs and any duties and taxes payable in connection with that return are borne by the CUSTOMER.
Condition of the returned goods
The CUSTOMER is liable for any diminished value of the PRODUCT resulting from handling other than what is necessary to establish its nature, characteristics and proper functioning.
PRODUCTS must be returned, as far as possible, with their accessories and original components and in packaging that protects them during transport.
Packaging
Use of the original packaging is recommended where it is still available.
The absence of the original commercial packaging does not automatically deprive the CUSTOMER of their right of withdrawal, subject to any statutory exclusions and to any diminished value resulting from the handling carried out.
Exclusions from the right of withdrawal
In accordance with the French Consumer Code, the right of withdrawal may not be exercised in particular for goods that have been unsealed by the consumer after DELIVERY and cannot be returned for reasons of hygiene or health protection.
This exclusion may in particular apply to certain hair products where they are supplied in packaging or with a sealing device intended to guarantee their integrity and hygiene, and where that seal has been broken after DELIVERY.
Where the statutory exclusion on hygiene grounds does not apply, use, wearing, washing, alteration, tangling, the presence of perfume, shampoo or cosmetic products, or any other handling going beyond what is necessary to examine the PRODUCT may result in a diminished value taken into account under the conditions provided for by law.
Appendix 2: Delivery
PRODUCTS are shipped to the DELIVERY address provided by the CUSTOMER during the ordering process.
Delivery area
The SELLER ships its PRODUCTS internationally, to the destinations offered to the CUSTOMER during the ordering process.
The carriers, costs and delivery times applicable to each destination are those presented to the CUSTOMER before the order is validated.
The SELLER may be unable to serve certain destinations, in particular due to:
- legal, regulatory or customs restrictions applicable to the PRODUCTS or to the country of destination;
- restrictive measures or international sanctions;
- the absence of a carrier serving the destination or able to deliver under satisfactory security and tracking conditions.
For DELIVERIES to a country outside the European Union, it is the CUSTOMER’s responsibility to ensure that the PRODUCTS ordered may lawfully be imported into the country of destination.
Dispatch times
The preparation and dispatch times for available PRODUCTS are stated on the SITE. The DELIVERY time applicable to an order is the one indicated to the CUSTOMER before the order is validated; it is binding on the SELLER.
These times are generally calculated excluding weekends and public holidays.
An e-mail may be sent to the CUSTOMER when the order is dispatched, provided that the e-mail address given is correct.
Delivery times and costs
During the ordering process, the SELLER presents the CUSTOMER with the available DELIVERY methods and the corresponding costs and times.
DELIVERY costs may depend in particular on:
- the transport method selected;
- the destination;
- the amount of the order;
- the weight or volume of the parcel.
The final amount of the DELIVERY costs is indicated to the CUSTOMER before the order is validated.
For DELIVERIES to a country outside the European Union, any customs duties, import taxes and local charges payable on receipt are not included in the price and remain payable by the CUSTOMER, unless otherwise stated when the order is placed.
Delivery arrangements
Depending on the transport method selected, the parcel may in particular be:
- handed over against signature;
- left in the letterbox where the DELIVERY method allows;
- made available at a collection point or post office;
- delivered in accordance with any other arrangement offered to the CUSTOMER when the order is placed.
The carrier may request proof of identity where the arrangements for handing over the parcel so require.
Incorrect or incomplete delivery address
The CUSTOMER is responsible for the accuracy and completeness of the DELIVERY information they provide, in particular the name shown on the letterbox or entry phone, the street number, building, floor, apartment number, postcode, country and any access code required.
The CUSTOMER may request a correction of their DELIVERY address as long as the order has not been handed over to the carrier, by contacting customer service. The SELLER uses its best efforts to take such a request into account.
Where DELIVERY cannot be carried out because of an incorrect, incomplete or out-of-date address provided by the CUSTOMER, and the parcel is returned to the SELLER, the costs of reshipment are borne by the CUSTOMER. The amount is communicated to them before any new dispatch.
These provisions do not affect the CUSTOMER’s exercise of their right of withdrawal or the legal guarantees from which they benefit.
Uncollected parcels
Where DELIVERY is made to a collection point, a post office, a parcel locker or under any other arrangement requiring collection by the CUSTOMER, the parcel is held at their disposal for the period set by the carrier. That period is stated in the notice of availability sent to the CUSTOMER.
On expiry of that period, the parcel is automatically returned to the SELLER by the carrier.
The SELLER then informs the CUSTOMER that the parcel has been returned and offers them, at their choice, a new dispatch or the handling of their order in accordance with the terms below.
Where the CUSTOMER has exercised their right of withdrawal within the period set out in APPENDIX 1, the return of the parcel is treated as a return under the right of withdrawal and the refund is made in accordance with that appendix.
Where the right of withdrawal has not been exercised, the costs of the new dispatch are borne by the CUSTOMER and are communicated to them before any new dispatch.
Failing a reply from the CUSTOMER within thirty days from the notice that the parcel has been returned, the SELLER may refund the price of the PRODUCTS, less the return costs actually borne by the SELLER as a result of the failure to collect.
Delivery problems and delays
The SELLER delivers the PRODUCT on the date or within the period communicated to the CUSTOMER when the order was placed.
Failing any date or period being indicated, the SELLER delivers the PRODUCT without undue delay and at the latest within thirty days of conclusion of the contract.
Where the SELLER fails to comply with its delivery obligation, the CUSTOMER benefits from the rights provided for by the French Consumer Code, in particular the possibility of requiring DELIVERY within an additional reasonable period and then, where the statutory conditions are met, of terminating the contract.
Where the contract is terminated under the conditions provided for by law, the SELLER refunds the sums paid within the applicable statutory period.
The SELLER remains responsible for the proper performance of the DELIVERY until the PRODUCT is handed over to the CUSTOMER or to a third party designated by them, except where the CUSTOMER themselves entrusts the DELIVERY to a carrier they have chosen outside the methods offered by the SELLER.
In the event of a damaged PRODUCT, a damaged parcel or a missing item, the CUSTOMER is invited to make sufficiently precise reservations on receipt where they are able to do so, and to contact REMY HAIR EXCELLENCE customer service promptly.
The absence of reservations with the carrier does not deprive the CUSTOMER of the guarantees and remedies to which they are legally entitled against the SELLER.