Terms & Conditions
PREAMBLE
These General Terms and Conditions of Sale and Use (GTCU) are intended to define the rules applicable to all users of the website www.madura.com (hereinafter referred to as "the Site"), by the company MADURA ONLINE (registered trademark).
BETWEEN :
MADURA ONLINE, a simplified joint stock company (SAS) with a capital of 400,000 euros, having its registered office at 8 rue Tronchet, 75008 Paris, registered in the Paris Trade and Companies Register under number 522.420.025, subject to value added tax under number FR4752420025, in the person of its legal representative domiciled in that capacity at the said registered office (hereinafter referred to as "MADURA ONLINE").
AND :
ANY USER OF THE SITE.
For the purposes of these GCSU, the Customer refers to any individual not acting for professional purposes (hereinafter referred to as "the Customer").
The Customer declares :- he/she is of legal age and has the legal capacity to contract;
- or be an emancipated minor and have the legal capacity to contract.
The Customer declares to be domiciled in a country for which delivery is offered by the Site.
For the purposes of these terms and conditions, the user (whether a Customer or not) and MADURA ONLINE will be referred to together as the "Parties", and individually as the "Party".
These General Terms and Conditions of Sale and Use (hereinafter the "GTCU") govern all use of the Site and all purchases of Products made on the Site.
ARTICLE 1. PURPOSE
The GCSU define the rules applicable between the user (whether a Customer or not) and MADURA ONLINE for any use of the Site.
IMPORTANT:
The GTCU only apply to purchases made on the Site. They do not apply to purchases made :
- in physical "MADURA" Points of Sale;
(This hypertext link refers to the Terms and Conditions applicable to MADURA physical points of sale in France, excluding wholesale and department stores, outlet/solderiesetc.)
- in selected "MADURA" sales outlets: wholesaledepartment stores, boutique outlet/ These have their own terms and conditions of sale;
- on online marketplaces;
- on the website of an authorized retailer;
which have specific General Terms and Conditions.
The GCSU govern the various stages of the sale: from the purchase/placement of an order to the delivery of the Product(s).
Any purchase/order of a Product via the Site implies the Customer's unreserved acceptance of the GCSU in force at the time of purchase/order placement.
MADURA ONLINE reserves the right to modify the GCU at any time. The applicable GCUA are those in force at the date of the purchase or the placing of the order by the Customer.
MADURA ONLINE reserves the right to modify the GTCU at any time. The applicable GCUA are those in force on the Site on the date the order is placed by the Customer.
ARTICLE 2. PRODUCTS
The products offered for sale are those listed on the Site on the day of consultation by the Customer (hereinafter "the Product" in the singular, "the Products" in the plural). Each Product will be the subject of a description sheet containing :
- the price,
- available size(s) and color(s),
- composition, and special features, if any.
The description is accompanied by a photograph and/or video and/or drawing. Minor differences between a Product and its photograph/drawing or video may exist, depending in particular on resolution and color definition.
MADURA ONLINE undertakes to inform the Customer of the availability of the Product(s) that the Customer has selected, as well as the delivery times, before the Customer pays for his/her purchases/ places an order, if the Customer wishes to benefit from the Delivery Service.
MADURA ONLINE undertakes to distribute Products that comply with current regulations relating to personal health and safety.
ARTICLE 3. PRICES
3.1 VAT
Prices are indicated in euros, inclusive of all taxes, but exclusive of delivery and customs charges (for details of how delivery charges are calculated, see articles 3.3 and 6.2 of the GCU) and excluding alteration costs (for more information on rework charges, see article 3.2 of the GCU.).
The value-added tax (VAT) included in the purchase price is that in force in mainland France at the time the order is validated.
The prices applied are those communicated on the Site and confirmed to the Customer when the order is validated.
3.2. Prices for alterations
If the Customer so wishes, MADURA ONLINE can put him/her in touch with one of its partner alteration shops to carry out the desired alterations. The Customer is under no obligation to use a partner retoucher and is perfectly free to have any retouching carried out at his or her own risk by the person of his or her choice.The alteration costs of the selected MADURA ONLINE partner are communicated to the Customer prior to any purchase and are expressed inclusive of all taxes. These alteration costs are payable by the Customer and are invoiced in addition to the sale price of the Products. Alterations are carried out by partner companies who are solely responsible for the services they provide.
The partner will inform the customer of the alteration lead times.
MADURA ONLINE puts the Customer in contact with a professional alteration partner.
MADURA ONLINE's role is only to put the Customer in contact with the alteration partner and does not intervene in any way in the realization of the alteration(s) for which MADURA ONLINE cannot be held responsible.
MADURA ONLINE has obtained preferential rates from its alteration partners.
By way of illustration, for the year 2023, the service provider TILLI is offering -10% on alterations for all purchases made on the Site.
The general terms and conditions of our retouching partners are available by activating the QR code reproduced below:
Their prices are subject to change and are given for information only.
Please note Products that have been washed, altered, transformed or personalized cannot be returned or exchanged.
3.3. Delivery rates
Delivery charges are communicated to the Customer prior to any purchase/order placement and are expressed inclusive of all taxes. These delivery charges are payable by the Customer and are invoiced in addition to the sale price of each Product. The method of calculation is specified in article 6.2 of the GCSU.
The transfer of risk of loss and deterioration of the Products occurs upon delivery and receipt of the Products by the Customer.
3.4. Pricing policy
MADURA ONLINE reserves the right to modify its prices at any time, but undertakes to apply the prices indicated in the Point of Sale concerned at the time of purchase/order placement by the Customer, except in the event of a display error (see article 3.5 of the GCS).
3.5. Display error
In the event of the display of an erroneous, obviously derisory price (also known as a "low price"), for whatever reason (computer bug, manual error, technical error), the purchase/order - even if validated by MADURA ONLINE - will be cancelled, and the Customer will be informed of this as soon as possible. The Customer may then, if he/she wishes, place a new order at the correct price.
ARTICLE 4. TEMPORARY SPECIAL OFFERS
Special offers or promotional operations may be proposed on the Site, the details of which are specified in a dedicated section or tab.
Sales Offer valid on selected items on madura.com and in Madura boutiques, while stocks last. Valid from 10/01/24 to 06/02/24. Refund only possible within 14 days of receipt of order. Offer cannot be combined with any other promotion.
Instagram game: Game valid only on the Instagram social network. The game consists of a draw among subscribers to the @madura page, who have commented on publications (called "posts") incorporating a monthly contest. Participation is free, with no purchase necessary. The draw is made at the beginning of each month among the participants of the previous month. The prize: a voucher to be redeemed on the Site using a personal and unique code, valid once and to be entered in the shopping basket. The amount of the voucher is indicated in the post integrating the competition, as well as in the information message sent to the winner following the draw.
Madura Pro : Single-use codes valid on the Site, excluding current sales operations and excluding Products in the Furniture category. Return costs:
- small furniture (including customs) are at MADURA ONLINE's expense;
- bulky furniture (including customs duties) are at the Customer's expense.
Affiliate code: exceptional offer valid exclusively on the Site: €15 from a purchase of €100, excluding shipping and customs duties, valid during the period mentioned on the Site. The code must be indicated in a dedicated space in the basket. The code is for one-time use only. The discount granted appears directly in the basket.
ARTICLE 5. ORDERING AND PAYING FOR PRODUCTS
5.1 Placing an order
The Customer places an order by completing the following five (05) steps:
Step 1 Selection of Product(s).
The Customer selects the Product(s) and adds them to his/her basket after selecting the desired size and color. The basket at the top right of the screen informs the Customer that the selections have been taken into account by indicating the number of Products it contains.
At the moment of selecting the Product(s), the Customer is informed of the Product's availability date (immediate or within a specified timeframe).
Step 2 Checking the contents of the basket.
The customer checks the contents of his basket by clicking on the basket icon in the top right-hand corner to access the order summary. The Customer may then retract or modify his/her order (modification of the quantity of Product(s) and/or deletion of Product(s)).
The total amount of the order, including all taxes, distinguishes :
- on the one hand, the price due for the Product(s),
- delivery charges (excluding customs duties, which are payable by the customer and are added to the sale price and delivery charges);
Step 3 : Validation of the basket. Once the order has been checked and, if necessary, modified, the Customer validates his basket in order to finalize his order by accepting the present GTCU and clicking on " ". Confirm order ". If the Customer has an advantage code, reserved for the best Customers, or a code linked to a promotional operation, he/she must enter it in the space provided for this purpose in order to benefit from it.
Step 4 : Customer enters delivery and billing details.
Fields marked with an asterisk (*) are mandatory; unless otherwise specified by the Customer, the billing address will automatically be the same as the delivery address.
If the Customer has already placed an order on the Site, he/she has a customer account. In this case, he/she will only identify himself/herself with his/her e-mail address and password.
Once the customer has checked all the information concerning him/her, he/she will click on "validate" to proceed with the order.
IMPORTANT Unless otherwise specified by the Customer, the billing address will automatically be the same as the delivery address.
PARCEL SIZE - Depending on the Product(s) ordered, the Customer is asked to provide all details to enable smooth delivery, with particular attention to bulky Products (tables, armchairs, sofas, etc.).
To find out more about delivery terms and bulky packages, the Customer is invited to read article 6 of the GCSU.
Step 5 : Enter your bank details.
- Immediate cash payment
The price of the Products purchased is payable in full on the day the order is placed by the Customer.
The Customer will access a secure payment page.
Payment is made online by credit card (Carte Bleue, Visa, Eurocard/Mastercard/ American Express) or via Paypal and Amexat the time of validation of the order by the Customer.
Authorization to debit the card is requested when the order is validated on the Site, except in the event of server unavailability.
The Customer must enter his/her credit card number, validity date and the three (03) digits of the visual cryptogram on the back of the card. In the case of payment by American Express card, the Customer must enter four (04) digits.
If payment is accepted, the Customer is redirected to an order confirmation screen on the Site. The Customer has three (03) attempts to re-enter his/her bank details. On the 3rd refusal, the Customer will be redirected to a new page on the Site informing him of the payment incident. The Customer will then be invited to contact Customer Service to find out the reasons for the payment incident and work with them to find a solution to finalize the order.
Transactions carried out on the Site are secured by the payment system of Stripe, our partner:
Stripe Payments Europe, Limited
The One Building
1 Grand Canal Street Lower
Dublin 2
Co. Dublin
Ireland
support@stripe.com
All information exchanged to process payment is encrypted using SSL (Secure Socket Layer) protocol. This data cannot be detected, intercepted or used by third parties. At no time do the customer's financial data pass through MADURA ONLINE's computer system.
MADURA ONLINE verifies that the connection with the Customer's browser is secure before sending the payment form to the banking institution which carries out the financial transaction.
As Stripe is a technical service provider, it does not handle any disputes relating to orders, which are handled directly by MADURA ONLINE as specified above or, where applicable, by the Customer's bank.
IMPORTANT In the event of non-payment, incorrect address or any other problem with the Customer's account, MADURA ONLINE reserves the right to block the Customer's order until the problem has been resolved.
- deferred payment with "Alma
Deferred payment by Alma implies acceptance by the Customer of ALMA General Terms and Conditions of Use (GTCU), available at the following link.
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Payment in instalments with Alma Payment in instalments with Alma Payment by instalments/deferred payment is available via Alma. Payment security is ensured by Alma and its service providers. All payments are protected by 3D Secure. Purchase amount P1X: Only purchases between €100 and €6,000 are eligible for payment with Alma. P2X: Only purchases between €100 and €6,000 are eligible for payment with Alma P3X: Only purchases between €100 and €6,000 are eligible for payment with Alma. P4X: Only purchases between €100 and €6,000 are eligible for payment with Alma. Fees Alma is a telepayment manager and issues an electronic certificate as proof of the amount and date of the transaction, in accordance with the provisions of articles 1316 et seq. of the French Civil Code. Cancellation |
5.2. Order confirmation
As soon as payment has been accepted, the Customer will receive an e-mail confirming the order, summarizing all the Products ordered, the billing and delivery addresses and the delivery date.
Validation of the order by the Customer and the order confirmation sent to the Customer by e-mail following acceptance of payment constitute the conclusion of a sales contract between the Parties and acceptance of the GTSU.
Customers who have placed an order may print out their invoice by logging on to the Site in the order tracking area provided for this purpose, or by requesting one from Customer Service.
5.3. MADURA's right of reservation
MADURA ONLINE reserves the right not to validate the order in the event of :
- abnormal order(s) (particularly with regard to quantities ordered) ;
- abnormal or abusive complaint(s),
- abnormal or abusive exchange(s) and return(s),
- existing dispute(s) and/or pre-litigation(s) with the Customer.
5.4. Customer service
The Customer Service is available to answer any questions you may have about your order. Visit Customer Service is available by e-mail : eshop@madura.fr), and by telephone on 01.42.34.99.59, Monday to Friday, 09:00 to 22:00 and Saturday to Sunday, 09:00 to 18:00.
5.5. Order archiving
The order confirmation is recorded on MADURA ONLINE's registers, which are themselves kept on a reliable and durable medium. The Customer accepts that the order confirmation is considered as proof of the contractual relationship between the Parties.
5.6. Combating credit card fraud
Information relating to the order is subject to automated processing. The purpose of this automated data processing is to define a level of analysis for a transaction and to combat credit card fraud.
MADURA ONLINE is the recipient of data relating to all orders. The non-transmission of data relating to an order prevents the completion and analysis of the transaction.
The occurrence of an unpaid order due to fraudulent use of a bank card will result in the registration of the details relating to the order associated with this unpaid order in a "credit card" file. payment incident ". An irregular declaration or anomaly may also be subject to specific processing and/or measures.
IMPORTANT - Any person who notices fraudulent use of his or her bank card is invited to contact Customer Service at the following number: 01.42.34.99.59 from Monday to Friday from 09:00 to 18:00 or by e-mail at the following address: eshop@madura.fr specifying in the subject line: "URGENT: CB FRAUD".
ARTICLE 6. DELIVERY
6.1. Delivery territories
MADURA ONLINE delivers all its products to Metropolitan France (including Corsica), Belgium and Luxembourg.
We also deliver to Spain, Italy, Austria, Ireland, Portugal, Germany, Switzerland, the Netherlands, the Czech Republic, Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Slovakia, Slovenia, Sweden, Bulgaria, Croatia, Cyprus, Finland, Greece, Malta, Romania, Iceland, Norway and the United Kingdom. Also Guadeloupe, Réunion, Mayotte, Martinique, Saint-Barthélemy, Saint-Martin, Saint-Pierre-et-Miquelon, French Guiana, French Polynesia, New Caledonia, Wallis and Futuna, French Southern Territories.
Delivery and customs charges are payable by the Customer.
6.2. Delivery charges
Delivery charges vary according to the weight and volume of the Products selected.
- SMALL PRODUCTS / SMALL PACKAGES :
Territories concerned : Metropolitan France and Corsica only, Monaco, Belgium, Luxembourg
Chronopost Domicile Only for mainland France, Corsica and Monaco.
0 to 30 kg | Home delivery without signature from €12.06 incl. VAT
Delivery within 24h00 (excluding Saturdays/Sundays and public holidays).
Colissimo Domicile 0 to 01 kg | Home delivery without signature from € 06.90 incl. VAT.
Delivery within 02 to 05 working days (excluding Saturdays/Sundays and public holidays).
From 01 to 30 kgs | Home delivery with signature : from €11.90 incl. VAT
Delivery within 02 to 05 working days (excluding Saturday/Sunday and public holidays).
Colissimo Point Retrait Delivery to one of 25,000 Colissimo collection points. from 06,90€ TTC.
Delivery within 04 to 07 working days (excluding Saturdays/Sundays and public holidays).
As soon as the parcel is received at the selected collection point, the customer is informed by SMS and e-mail. The Customer can then collect it within ten (10) days. After this period, the parcel will be returned to MADURA ONLINE.
Mondial Relay Point Relais Delivery to one of Mondial Relay's 15,000 relay points. fixed rate of €05.90 incl. VAT.
Delivery within 04 to 07 working days (excluding Saturdays/Sundays and public holidays).
As soon as the parcel is received at the selected collection point, the Customer is informed by SMS and e-mail. The Customer can then collect it within eight (08) days. After this period, the parcel will be returned to MADURA ONLINE.
Territories concerned : Only in France overseas, Europe, Switzerland and United Kingdom
| Colissimo Europe |
Home delivery with signature from € 08.90 incl. VAT Shipping costs vary according to package weight and delivery location. For an estimate of shipping costs, please consult the table on our page Delivery and Returns. |
- MEDIUM / LARGE PRODUCTS :
Territories concerned : Metropolitan France, Corsica, Monaco, Belgium, Luxembourg only
Colissimo Domicile Products with L+W+H between 150 and 199 cm.
This delivery concerns products such as: 150 and 180 cm rod, small rug, small coffee table and side table, small pouffe, large blind.
Home delivery with signature from €14.90 incl. VAT.
Shipment within 02 to 05 working days (excluding Saturday/Sunday and public holidays).
Home delivery by private carrierProducts with dimensions (L+W+H) between 200 and 300 cm.
This delivery concerns products such as: rod 200 and 250 cm, large carpet.
Home delivery with signature from €29.90 incl. VAT.
Delivery within seven (07) working days (excluding Saturdays/Sundays and public holidays).
Territories concerned : Only in France overseas, Europe, Switzerland and United Kingdom
Colissimo Europe Products with L+W+H between 150 and 199 cm | Home delivery with signature from € 08.90 incl. VAT.
Shipping costs vary according to package weight and delivery location.
To get an estimate of delivery costs, please consult the table on our page Delivery and Returns.
Important Products larger than 199 cm are only shipped to Metropolitan France, Corsica, Monaco, Belgium and Luxembourg.
- LARGE PRODUCTS
Territories concerned : Metropolitan France, Corsica, Monaco, Belgium, Luxembourg only
Home delivery by private carrier - Classic
Home delivery by appointment, on the doorstep on the first floor, without return of packaging.
Armchair, 140 and 160 cm headboard, coffee table, large footstool: 60 € INCL. VAT
2-seater sofa, 200 cm headboard : 80€ INC. TAX
Shipment within seven (07) working days (excluding Saturdays/Sundays and public holidays) when Products are available in stock. For pre-orders, Products are dispatched from the date indicated on the selected Product sheet.
Home delivery by private carrier - Premium
Home delivery by appointment, installation in the room of your choice (up to 5th floor) and return of packaging.
Armchairs, 140 and 160 cm headboards, coffee tables, large poufs: 75€ INCL. VAT
2-seater sofa, 200 cm headboard : 100€ INC. TAX
3-seater sofa : 120€ INC. TAX
Shipment within seven (07) working days (excluding Saturday/Sunday and public holidays) when Products are in stock. For pre-orders, Products are dispatched from the date indicated on the selected Product sheet.
Please note
The Customer must inform Customer Service of any delivery constraints (narrow stairwells, doorways, etc.): eshop@madura.fr.
In cases requiring passage through a window, the Customer will have to bear the additional cost associated with the difficulties encountered from the foot of the building to inside his home (in particular the rental of a furniture elevator). For information, this service represents an additional cost of €170.
6.3. Customs charges
Any customs duties are payable by the Customer and are added to the delivery charges.
6.4. Delivery times
Products ordered will be delivered with a delivery note by a specialized delivery service partner of MADURA ONLINE.
The delivery times communicated are given for information only, depending on the availability of the product selected and the average processing times observed. These times may be longer, which is why an average time and a maximum time will be indicated.
MADURA ONLINE endeavors to deliver promptly, even during peak periods.
- Delivery times for small parcels: excluding furniture and large items
MADURA ONLINE makes every effort to ensure that its customers receive the Product(s) they have ordered as quickly as possible, but depends on its service provider (currently COLISSIMO) to deliver them correctly.
MADURA ONLINE makes its best efforts to ensure that the Customer receives his Products as quickly as possible and within ten (10) working days for delivery to Metropolitan France - the time usually observed in Metropolitan France - twelve (12) working days for delivery to other destinations in Europe and undertakes in any event that the Product(s) will be delivered to the address provided by the Customer:
- Metropolitan France Metropolitan France: at the latest within fifteen (15) days from the date of purchase.
- in the European Union within fifteen (15) days of purchase.
- Outside the European Union (Switzerland and United Kingdom only) within 30 (thirty) days of purchase.
All orders placed on the Site from Monday to Thursday before 11am will be processed the same day. Orders placed after 11am will be processed the following day. Orders placed on Fridays after 3 p.m., Saturdays and Sundays will be processed on the following Monday; orders placed on public holidays will be processed on the next working day.
ATTENTION
Please note that, exceptionally, lead times may be extended during busy periods (sales, madura days, black fridayetc.), as well as during school vacations.
If the delivery time is exceeded, without justification by a period of high activity or a case of force majeure (war, economic, social or health crisis, insurrection, administrative decision, etc. - non-exhaustive list), the Customer may request the cancellation of the sale and obtain reimbursement of the sums paid for the sale within a maximum period of 30 (thirty) days.
- Delivery times for furniture (medium, large and bulky items)
Delivery times for these Products vary according to stock availability. For large furniture (sofas, armchairs, marble tables), delivery times are given as an indication, on a case-by-case basis depending on the Product concerned, but may not exceed six (06) months in any event.
Visit Customer Service will contact the customer once the order has been formalized to provide further information.
In the event of delivery times being exceeded, without justification by a case of force majeure (war, economic, social or health crisis, insurrection, administrative decision, etc. - non-exhaustive list), the Customer may request the cancellation of the sale and obtain, within a maximum period of 30 (thirty) days, a refund of the sums paid for the sale. If the Customer has already received the Product, it must be returned to MADURA ONLINE.
Conditions of cancellation of the sale for failure to meet delivery deadlines:
The returned Product must :
- be returned in its original packaging
- with its label ;
- with any accessories
- be in perfect condition for resale.
The Product must not :
- not have been worn
- not be damaged
- not have been transformed
- not to be altered
- not washed
- unused
If these conditions are not met, MADURA ONLINE reserves the right not to accept the cancellation of the sale and the return of the Product.
These conditions are only valid for purchases and orders made on the Site to the exclusion of any other point of sale.
6.5. Return of old furniture.
MADURA ONLINE will take back your old furniture (sofa, armchair, table, footstools, headboard) free of charge for any purchase of a Product. Madura similar to the one recovered (i.e. of the same type, dimensions and weight as the one delivered), on a one-for-one basis. To do so, the request must be addressed to Customer Service via the dedicated contact form or at the following address eshop@madura.fr.
The returned product must be of the same nature and dimensions as the original product. Madura ordered. The Customer will be asked in advance for the precise dimensions of the furniture to be taken back.
The trade-in takes place at the time of delivery of the new furniture and follows the delivery terms chosen:
- if the order was placed with the Premium delivery method in the room of your choice, then the furniture to be picked up by the delivery personnel must be located in the same place as the delivery location.
- Returns can also be made physically, by appointment only, respecting the times and place of return mentioned. No fee will be charged if all the above conditions are met.
IMPORTANT Please note that no returns can be made if the Product(s) ordered is/are delivered by Colissimo or Chronopost, but simple gestures to recycle used items can be made, free of charge, by everyone. Here are a few examples.
Recycling recommendations
- All product fabrics can be recycled
either by depositing them in a clothes bin, or by handing them in to associations or social-integration companies willing to collect fabrics, such as the Association La Textilerie (Paris -75010); "la Refile" (Meudon); "la Fibre solidaire" or Provence "TLC" (Aix-en-Provence); etc. The "refashion.fr" website lists the 45,000 collection points for used textiles, household linen and shoes.
- Small furniture
MADURA ONLINE does not take back small objects/furniture. Customers are invited to drop them off at local collection points, a list of which can be found at the following link: Go to our local collection points - ecomaison.
6.6. Eco-mobilier :
MADURA is registered with the National Register of Furniture Manufacturers under number FR023375. This number guarantees that MADURA, as a member of Eco-Mobilier, complies with its regulatory obligations under the provisions of article L541-10-6 of the French Environment Code.
ARTICLE 7. E-BOOKING
7.1. Terms and conditions of e-booking
Reservations are made in several stages:
a- the Site proposes to the Customer the nearest store(s) with the desired Product in stock. The customer selects the store from this list;
b- the Customer fills his/her reservation basket;
c- the customer receives an e-mail from the selected store acknowledging receipt of the reservation;
d- the Customer then receives from the selected store an SMS and an e-mail confirming the reservation, indicating in particular the availability of the Product(s) reserved and the deadline for collecting the Product(s) from the store.
The sale is considered complete when the Customer receives an e-mail from the boutique confirming the availability of the Product(s).
In the absence of proof to the contrary, MADURA ONLINE's computer records and those of its service providers, kept in secure conditions, will constitute proof of all transactions with the Customer. In accordance with regulations, MADURA ONLINE will archive reservation requests on a reliable medium. The Customer may access this archive by contacting Customer Service MADURA ONLINE Customer Service. In all cases, the Customer is advised to keep the e-mail and/or text message used to validate the reservation.
7.2. Stores concerned by e-booking
Products can only be reserved in the following stores MADURA located in mainland France and expressly mentioned in the e-booking service list. The opening hours can be consulted on the Site for information only.
The selected store undertakes, from the time of the customer's reservation request on the Site, to take the customer's request into account and to make its best efforts to respond within the time indicated for information purposes during the reservation process and according to the store's opening hours and days (excluding sales periods and public holidays not worked, excluding Sundays).
The customer is aware that this time limit may not be respected in the event of difficulties relating to the reservation, preventing the boutique from taking it into account (for example, in the case of a computer stock error).
7.3. Withdrawal of e-booked Products
Upon receipt of the confirmation e-mail or sms sent by the boutique, the Product(s) will be reserved for the reservation period mentioned in the confirmation sms and/or e-mail in the boutique selected by the Customer. The date and time limit for collecting the reservation will also be specified in this e-mail and/or sms. The Customer will then be able to collect the Product(s) from the store selected, subject to opening hours. In order to collect the Product(s), the Customer must provide at least his/her first & last name, or the e-mail / sms confirming the reservation. Identification may be required for this purpose.
7.4. Availability of e-booked Products
Offers are valid for as long as they are displayed on the Site, except in the case of special operations whose validity period is specified on the Site. The Customer is invited to check the availability of the Product on the Product information page. The availability of the Product in the stock of the selected store refers to the last known stock of this store.
However, Product stock is not updated in real time on the Site, but only twice (02) a day, so there may be a delay when placing an order.
The availability of the Product(s) can therefore only be given as an indication, as the Product(s) may be sold between the moment of reservation by the Customer and the validation of this reservation by the store. In the event of the reservation of several Product(s), if one of the Products proves to be unavailable, the store will proceed with the reservation of all available Products. The customer may also opt for partial cancellation of the reservation (only for Products no longer in stock) or total cancellation of the reservation, provided that the store in charge of the reservation is informed in advance (by clicking on the "cancel" button in the e-mails received, or by using the telephone number indicated in the reservation confirmation e-mail). In all cases, a cancellation e-mail will be sent to the customer to confirm the cancellation of the order.
7.5. Payment for e-booked Product(s)
Product reservation in the selected store does not imply online payment by the Customer. Payment is made in the store, when the goods are collected, by any means of payment in force in the store and in accordance with the store's general terms and conditions of sale.
ARTICLE 8: PRE-ORDERING FURNITURE
Certain Products are available for pre-order. Pre-ordering implies full payment of the Product price at the time of online pre-ordering.
The delivery times for pre-ordered Products are given as an indication only, as some Products are manufactured "to order", but in any event may not exceed six (06) months. In the event of force majeure, these delivery times may be extended (in particular in the event of difficulties in the supply of raw materials, confinement of the city and/or country in which one or more supplier(s) is/are located, extension of supplier(s) delivery times, strikes, war(s), delivery difficulties, etc.). MADURA ONLINE will contact the Customer to keep him/her informed of any changes in delivery times for the Product pre-ordered.
ARTICLE 9. RECEIPT OF ORDER - COMPLAINTS - RETURNS
9.1.
The Customer is responsible for verifying the conformity of all Products received at the time of delivery. Any anomaly concerning this purchase and/or delivery such as :- damaged package (before deposit/before handing over to the purchaser) - damaged package (before deposit/before handing over to the purchaser) - damaged package (before handing over to the purchaser) However, MADURA ONLINE cannot be held responsible if the parcel has been damaged by the Customer, a person, an animal or a piece of furniture in the Customer's care. In particular, MADURA ONLINE shall not be liable in the event of damage to the parcel caused by the Customer's pet. ;
- Missing product(s) ;
- Damaged product(s) (subject to proper maintenance/use) ;
- Product(s) not in conformity with the order,
must be notified within the legal deadline following receipt of the order.
This notification will be sent to Customer Service of MADURA ONLINE either :
- By registered mail, by writing to the following address:
MADURA ONLINE - 4 rue Tronchet - 75008 Paris.
- By e-mail to eshop@madura.fr
After the legal deadline, and except for hidden defects, no claim will be accepted, the Product(s) then being deemed compliant.
9.2. For all returns of defective Products,
the Customer must comply with the following procedure:a- The customer must enclose with the parcel the returns form previously completed and printed using the returns form accessible from the customer area - "Returns" section.My Orders". No returns will be accepted without a duly completed returns form.
b- Products must be returned either in their original packaging, or in packaging protecting the Product against any deterioration, with their label and any accessories enabling them to be marketed again, to the following address:
Madura/Entrepôt Logistique
1-3 rue Ambroise Croizat
ZA Pariest
77183 Croissy Beaubourg
France
Once the non-conformity has been noted, the Customer will be offered either :
- replacement of the Product(s) at MADURA ONLINE's expense, or
- reimbursement of the price of the order (price of Products and delivery costs) as well as the cost of returning the non-conforming Product, at the latest within thirty (30) days from the date of dispatch of the notification of confirmation of non-conformity by MADURA ONLINE. Customer Service.
In the event of a refund, the Customer will be reimbursed for all Products returned as non-conforming.
Cash on delivery returns are not accepted. Upon receipt of a non-conforming item, postal return costs will be charged in accordance with the price list (Colissimo delivery without recorded delivery) posted by La Poste on 1 January 2010.er March of the current year will be reimbursed to the Customer. The Customer must send proof of the return costs incurred to Customer Service by e-mail. In the event of abnormal or abusive complaints, the Customer may be refused a subsequent order.
9.3. For any claim relating to a missing Product,
the Customer must comply with the following procedure:a- The Customer must write to Customer Service MADURA ONLINE at the following address eshop@madura.fr and explain the situation in detail.
A check will then be made with the Delivery Department MADURA ONLINE and the selected service provider to ensure the number and weight of the parcel(s) delivered.
In the event of an error or discrepancy attributable to the MADURA ONLINE delivery service (e.g. incorrect package weight), the Customer may either obtain delivery of the missing Product or cancel the sale.
In the absence of an error or anomaly attributable to the MADURA ONLINE delivery service, the missing Product will be presumed to have been stolen.
b - The Customer will be invited to lodge a complaint for theft at a police station and to send a copy of the report to Customer Service MADURA ONLINE with a copy of the criminal complaint and a sworn statement (following the CERFA model available at the following address: https://www.formulaires.service-public.fr/gf/cerfa_11527.do), a copy of his or her identity card and the order form, so that the Customer Service and the Legal Department MADURA ONLINE can get together to assess the follow-up to be given to this complaint.
These elements will be sent by the Customer :
- By registered mail, by writing to the following address:
MADURA ONLINE - 8 rue Tronchet - 75008 Paris.
- Or by e-mail to eshop@madura.fr
MADURA ONLINE reserves the right to refuse insincere or fanciful claims and to institute legal proceedings in the event of a false declaration.
ARTICLE 10. RIGHT OF WITHDRAWAL
The Customer has a period of fourteen (14) days from the date of receipt of the order to return the Products ordered, without justification or penalty.
For all returns, the following procedure must be followed:
- A. If the order has been delivered to by the Post Office (Colissimo or Chronopost) or at a collection point (Mondial Relay / Colissimo). by delivery to a Mondial Relay collection point by following the procedure via this link : https://app.fastoche.co/app?shop=madura
All our items, except for bulky products whose L+W+H < 150 cm and weight < 30 kg can be returned free of charge from France within the aforementioned withdrawal period. For all orders placed outside of France, the return and associated costs are at the customer's expense.
- For all purchases made over the Internet, no returns will be accepted at physical points of sale. Madura.
- Shipping costs paid by the Customer at the time of ordering will be reimbursed if the order is returned in its entirety, otherwise in proportion to the delivery price of the Product. MADURA ONLINE is not obliged to reimburse additional delivery costs if the Customer has expressly chosen a more expensive delivery method than the standard one offered.
- be returned in its original packaging
- with its label ;
- with any accessories
- be in perfect condition for resale.
The Product must not :
- not have been worn
- not be damaged
- not have been transformed
- not retouched or personalized
- not washed
- unused
The customer must enclose a returns form with the parcel, which must be completed and printed in the customer's address. Customer Area / My Orders.
- Bulky product. For any order of a bulky Product and furniture, the return costs are the responsibility of the Customer. The rates for return shipping are those applicable to initial delivery charges. Return shipping costs are payable by the Customer, even in the exceptional case where the cost of delivery of the Product to the address indicated by the Customer has been offered (except in the case of exchange within the legal time limit),
The Customer is invited to contact the after-sales service (SAV) by telephone on 01 42 34 99 59 or by e-mail: eshop@madura.fr to declare the return.
The Product(s) must be returned to the following address:
Madura/Entrepôt Logistique
1-3 rue Ambroise Croizat
ZA Pariest
77183 Croissy Beaubourg
France
- The returned Product must :
- be returned in its original packaging
- with its label
- with any accessories
- be in perfect condition for resale
The Product must not :
- not have been worn
- not be damaged
- not have been transformed
- not retouched or personalized
- not washed
- unused
The customer must enclose a returns form with the parcel, which must be completed and printed in the customer's address. Customer Area / My Orders.
The customer is informed of the standard retraction form reproduced in article R221-1 of the French Consumer Code.
MODEL RETRACTION FORM
For the attention of [the professional here inserts his name, geographical address and e-mail address] :
I hereby notify you of my withdrawal from the contract for the sale of the following Product:..........................................................................................
Ordered on ...........................Received on: ......................................................
Name of consumer(s): ....................................................................
Address of customer(s): .................................................................
Date ................ ......................
Signature of consumer(s): ..............................................................
If all of the above conditions are not respected, MADURA ONLINE reserves the right not to accept the cancellation of the sale and the return of the Product.
Reimbursement will then take place within a maximum of fourteen (14) working days after receipt of notification of the exercise of the right of withdrawal (subject to compliance with all of the aforementioned conditions).
If these conditions are not met, MADURA ONLINE reserves the right not to accept the return.
These conditions are only valid for those who have purchased on the Site. For all purchases made in Madura boutiques or on authorized reseller sites, only the terms and conditions of these points of sale apply.
ARTICLE 11. PERSONAL DATA
MADURA ONLINE collects a certain amount of information necessary to process orders.
This data is not only necessary to process the Customer's order, but also to provide the Customer with information about the "MADURA" brand on the Site or to enable the Customer to benefit from MADURA ONLINE's commercial offers; if the Customer accepts this when validating his/her order.
This information is strictly confidential and is marked with an asterisk (*) when it is necessary for MADURA ONLINE and/or its service providers to manage the Customer's order.
Customers may modify their personal details from their customer area by logging in with his e-mail address and password.
In order to respond to any injunction from the legal authorities or to defend its rights or those of its employees, customers or any other person, MADURA ONLINE may communicate this data to legally authorized bodies and authorities.
MADURA ONLINE undertakes to make its best efforts to ensure the security of the files, the protection of its computer system and in particular to prevent the Customer's personal information from being distorted, damaged or accessed by unauthorized third parties.
The Customer's personal information is sent to and stored at the Site's host, whose contact details are given on the Site under the heading " Legal Notice ».
The site is registered with the Commission Nationale de l'Informatique et des Libertés (CNIL) under no. 1351361.
In accordance with European regulations (RGPD) and French law, the Customer has the rights of access, rectification, deletion, erasure, portability rights and opposition to the processing or transmission to partners of data concerning you, which you may exercise by sending a letter to the following address: MADURA ONLINE - Customer Service 8 rue Tronchet, 75008 Paris, giving your contact details (surname, first name, address) and, if possible, your order number.
You have the right to appeal to the CNIL.
MADURA ONLINE may communicate personal information to its commercial partners. The Customer may thus receive commercial offers from third-party advertisers. In this respect, unless the Customer objects, which can be exercised on the collection form and subsequently at any time, his/her postal details may be communicated to MADURA ONLINE's commercial partners.
The e-mail address provided may only be passed on to MADURA ONLINE's partners if the Customer has consented to this. In any case, the Customer retains the possibility, at any time, of withdrawing consent or objecting to communication or processing.
Other personal information may be collected and processed.
MADURA ONLINE may process personal data concerning you, which is necessary for the execution of the sales contract or for the processing of your requests and rights, or for the satisfaction of a legal obligation, as well as useful data in the legitimate interest of serving you better, ensuring the commercial success of commercial offers and diversifying them, giving you the benefit of targeted and personalized advantages and advertising.
Some of your data may only be collected and processed with your express consent.
Users of the Site and Customers are invited to read the confidentiality and cookies charter on data protection.
Customers may unsubscribe from receiving newsletters/mailings/promotional offers at any time by clicking on the hypertext link at the bottom of each message received, or by sending a message to the following address eshop@madura.fr.
WEB Beacons
Some of the Site's web pages may contain electronic images or "web beacons", which make it possible to count the number of visitors to the page. These web beacons may be used in conjunction with certain MADURA ONLINE partners, in particular to measure and improve the effectiveness of certain advertisements. In any event, the information obtained via these tags is strictly anonymous and is used simply to compile statistics on the number of visitors to certain pages of the Site, in order to better serve Customers.
ARTICLE 13. LIMITATION OF LIABILITY
13.1. Use of the Internet.
Placing an order on the Site implies knowledge and acceptance of the procedures in force on the Internet network, particularly with regard to technical performance, response times, connection times, queries or transfers of information, risks of interruption, risks of contamination by viruses circulating on the network and, in general, all risks associated with the use of the Internet network. MADURA ONLINE may not be held liable for any direct or indirect damage resulting from misuse or incident related to the use of the computer, Internet access, maintenance or malfunction of servers, telephone lines or any other technical connection, as the Customer's connection to the Site is made under his or her sole responsibility.
13.2 Force majeure
MADURA ONLINE shall not be liable for the total or partial non-performance of its obligations under the order placed by the Customer, if such non-performance is caused by an event constituting a case of force majeure as defined by positive law (in particular in the event of difficulties in the supply of raw materials, confinement of the city and/or country in which one or more supplier(s) is/are located, strikes, war(s), etc.).
In such a case, MADURA ONLINE will inform the Customer of the occurrence of such an event as soon as possible, and where possible within three (03) clear days of its occurrence, by e-mail.
After a period of one (01) month and in the event that the event constituting a case of force majeure persists, the order will be cancelled and, if applicable, MADURA ONLINE will reimburse the credit card used to place the order within a maximum period of 30 (thirty) days.
13.3 Respecting the conditions of use and maintenance of the Products
The act of purchasing/ordering on the Site implies the commitment to respect the conditions of care and use of the Product purchased. The Product must only be used for the purpose for which it is intended, and in accordance with the maintenance conditions and recommendations. MADURA ONLINE cannot be held responsible for any direct or indirect damage resulting from improper use and/or maintenance of a Product. The maintenance and use of each Product is the sole responsibility of the Customer.
Maintenance advice
Washing conditions
It is essential to respect the washing conditions recommended on product labels.
As a general rule, washable natural-fiber items should also be washed with detergents that do not contain oxygen bleach (on the reverse side when available), and at low temperatures. These precautions will prolong the product's color.
IMPORTANT
The dimensions indicated on Product labels may vary by 03%. It is essential to bear in mind that fabrics always shrink after the first wash. Please also note that hems are normally made after the first wash, respecting the washing and drying recommendations of the product concerned.
Color protection
To prolong the colorfastness of natural-fiber products, we recommend that they be stored away from direct and prolonged sources of natural or artificial light and heat.
Change the position of cushions regularly when placed on a sofa or bed.
Line curtains with a synthetic-fiber lining to prevent colors from fading, and close blinds in bright sunlight to protect against both UV rays and excessive heat.
Linings are highly recommended for curtains and sheers made from natural materials such as linen, hemp and cotton, as these noble materials are also more delicate. The same applies to curtains in bright colors. Natural fibers and color pigments are sensitive to the sun's rays (composed of ultraviolet rays, notably UVB and UVA).
While glass generally blocks UVB, it does not block UVA. The photochemical phenomenon of UVA is responsible for the fading of upholstery even through window glass.
A lining should be installed at the back of the curtain on a double support and a rod that should extend 20 cm beyond either side of the window to avoid direct sunlight as much as possible.
It's also a good idea to regularly change the position of the curtains on the window. Curtains protected in this way will last longer.
We also strongly advise against positioning furniture near a window or heat source.
Another option is to have transparent protective films applied to your windows.
Flammable products
For safety reasons, carpets, curtains, cushions and fabrics in general should be kept away from sources of heat (fireplaces, candles, radiators).
ARTICLE 14. INTELLECTUAL PROPERTY
The intangible elements accessible on the Site (and in particular: images, drawings, models, photographs, videos, graphics, logos, icons, sounds, databases, furniture, fabrics, etc.) are subject to protection under intellectual property and business law.
Any reproduction, representation, modification, publication, adaptation of all or part of the elements of the site, whatever the means or process used, is forbidden, except with prior written authorization.
Any unauthorized use of any of the intangible elements it contains is likely to constitute an infringement punishable by the provisions of the Code of Intellectual Property.
ARTICLE 15. NO WAIVER
MADURA ONLINE does not waive any of the provisions of the General Terms and Conditions of Sale in the event that it does not avail itself of any of these conditions at a given time.
ARTICLE 16. APPLICABLE LAW / DISPUTE
Should any of the terms of these General Terms and Conditions of Sale and Use (GTSU) be declared null and void, illegal or unenforceable by a court decision, the other provisions shall remain in force.
The General Terms and Conditions of Sale and Use (GTCU) are executed and interpreted in accordance with French law.
In the event of a dispute, and failing agreement, the Customer may, if he so wishes, request mediation. MADURA ONLINE is registered with the Centre de médiation de la consommation de Conciliateurs de justice (CM2C) - 14 rue Saint-Jean - 75017 Paris mediator for consumer affairs.
In the event of a dispute, the Customer shall first contact MADURA ONLINE to obtain an amicable solution. Failing agreement, the Courts of common law shall have sole jurisdiction, within the jurisdiction of the Paris Court of Appeal (France).