General Terms and Conditions of Sale
ISOVIA SARL
Article 1 – Seller identification
These General Terms and Conditions of Sale are provided by:
ISOVIA SARL
14 Place de l’Église
92500 Rueil-Malmaison – France
Nanterre Trade and Companies Register: 453 665 564
Intra-community VAT number: FR 83 453 665 564
Email address: contact@isovia.fr
Telephone: +33 6 84 28 81 10
Website: www.isovia.fr
Hereinafter referred to as “ISOVIA”.
Article 2 – Purpose and scope
These General Terms and Conditions of Sale govern sales of products to consumers through the ISOVIA online store.
ISOVIA markets, in particular, complementary feeds and well-being products for dogs and cats.
Placing an order on the website constitutes acceptance of these General Terms and Conditions of Sale, which the customer acknowledges having read before confirming their order.
The applicable terms and conditions are those in force on the date of the order.
Article 3 – Products
The products offered for sale are presented on the ISOVIA website with their main characteristics, composition and instructions for use.
ISOVIA takes the utmost care in describing and presenting its products.
Photographs are provided for illustrative purposes and do not replace the information shown on product labels.
The complementary feeds marketed by ISOVIA are intended for animals and must be used in accordance with the recommendations stated on their packaging.
They are not a substitute for a balanced diet or, where necessary, veterinary advice.
Article 4 – Prices
Product prices are stated in euros, inclusive of all taxes.
Delivery charges are shown separately before the order is finally confirmed.
ISOVIA reserves the right to change its prices at any time. However, products are invoiced at the prices in force when the order is confirmed.
Article 5 – Orders
The customer selects the desired products and adds them to their basket.
Before finally confirming their order, the customer can check the selected products, quantities, prices and any delivery charges.
The order is confirmed once these General Terms and Conditions of Sale have been accepted and payment has been validated.
A confirmation email is sent to the email address provided by the customer when placing their order.
ISOVIA reserves the right to refuse an order on legitimate grounds, particularly in the event of a previous payment dispute or suspected fraud.
Article 6 – Product availability
Products are offered for sale subject to stock availability.
ISOVIA makes every effort to ensure the availability of the products displayed on its website.
If a product becomes unavailable after an order has been confirmed, the customer will be informed as soon as possible.
The customer may then choose between:
- Maintaining their order with a new delivery date expressly accepted by them;
- Receiving a refund for the unavailable product;
- Cancelling their order where permitted by law.
In the event of cancellation due to unavailability, the corresponding amounts will be refunded within the statutory time limits.
Article 7 – Payment
Orders must be paid for using one of the payment methods offered on the website at the time of ordering.
Payments are processed through a secure system.
Payment is due in full when the order is confirmed.
ISOVIA retains ownership of the products until the price has been paid in full, without prejudice to the statutory rules governing the transfer of risk.
Article 8 – Delivery
8.1 – Delivery method
Orders are dispatched using La Poste’s Colissimo service.
Deliveries are made to the address provided by the customer when placing their order, within the geographical areas available on the website.
8.2 – Delivery times
Subject to products being in stock, orders are delivered within an indicative period of 5 working days from order confirmation.
Working days exclude Saturdays, Sundays and public holidays.
The delivery period or date applicable to each order is communicated to the customer before final confirmation.
Delivery times may vary depending on stock availability and the carrier’s transport constraints.
In the event of a delay, the customer benefits from the rights provided for by the French Consumer Code, including the possibility, subject to the statutory conditions, of requesting delivery within a reasonable additional period and subsequently terminating the contract.
8.3 – Delivery charges
Delivery charges are calculated according to the options offered on the website and communicated to the customer before the order is finally confirmed.
8.4 – Receipt of products
Upon receipt, the customer is encouraged to check the condition of the parcel and the products delivered.
If a parcel is damaged or a product is missing or does not conform to the order, the customer is advised to contact ISOVIA customer service promptly.
This recommendation does not in any way restrict the consumer’s statutory rights or guarantees.
The risk of loss of or damage to the products passes to the consumer when they, or a third party designated by them other than the carrier offered by ISOVIA, take physical possession of the products.
Article 9 – Right of withdrawal
In accordance with the French Consumer Code, consumers have 14 calendar days from receipt of the products to exercise their right of withdrawal without having to give a reason.
To exercise this right, the customer must notify ISOVIA of their decision by means of an unequivocal statement, particularly by post or email.
The customer may also use the model withdrawal form provided at the end of these General Terms and Conditions of Sale.
The customer then has 14 days from communicating their decision to return the products.
The direct cost of returning the products is borne by the customer, unless ISOVIA states otherwise or applicable law provides otherwise.
Products must be returned with any accessories and in packaging that protects them during transport.
Exceptions to the right of withdrawal:
In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal may not be exercised, in particular, for products liable to deteriorate or expire rapidly, or for products unsealed after delivery that cannot be returned for reasons of hygiene or health protection, where the statutory conditions for these exceptions are met.
Opening the shipping packaging alone is not sufficient to exclude the right of withdrawal.
Article 10 – Returns and refunds
Where the right of withdrawal has been validly exercised, ISOVIA refunds the amounts paid, including the initial standard delivery charges, within a maximum of 14 days following notification of withdrawal.
ISOVIA may withhold the refund until it has received the products back or until it has received evidence that they have been sent back, whichever occurs first.
The refund is made using the same payment method as the original order, unless the customer expressly agrees to another method that does not incur any additional charges.
Additional costs resulting from the choice of a delivery method more expensive than the standard method offered are not refunded.
Independently of the right of withdrawal, defective or non-conforming products are covered by the applicable statutory guarantees.
Article 11 – Statutory guarantees
Products marketed by ISOVIA are covered by the statutory guarantee of conformity provided for in Articles L.217-3 et seq. of the French Consumer Code and by the guarantee against hidden defects provided for in Articles 1641 et seq. of the French Civil Code.
In particular, subject to the conditions provided for by law, consumers have two years from delivery of the goods to bring a claim under the statutory guarantee of conformity.
They may request that the product be brought into conformity through repair or replacement, subject to the statutory conditions, or obtain a price reduction or termination of the contract where provided for by law.
A claim under the guarantee against hidden defects may be brought within two years of discovering the defect, subject to the conditions set out in the French Civil Code.
These guarantees apply independently of any commercial warranty.
Article 12 – Product use and liability
The customer undertakes to comply with the conditions of use, precautions and recommendations stated on ISOVIA product packaging.
If there is any doubt regarding their animal’s health or the use of a dietary supplement, the customer is advised to consult a veterinarian.
ISOVIA shall not be held liable for damage resulting from abnormal use or use contrary to the instructions for its products, subject to applicable mandatory legal provisions.
No provision of these General Terms and Conditions of Sale limits the consumer’s rights under statutory guarantees or the rules governing liability for defective products.
Article 13 – Personal data
Personal data collected when an order is placed is processed by ISOVIA to manage orders, payments, deliveries and customer service, and to comply with its legal obligations.
The customer has the rights provided for by applicable personal data protection regulations.
Details of how personal data is processed and how these rights may be exercised are set out in the privacy policy available on the ISOVIA website.
Article 14 – Intellectual property
All content on the ISOVIA website, including texts, photographs, illustrations, logos, trademarks and graphic elements, is protected by applicable intellectual property laws.
Any unauthorised reproduction, display or use of this content is prohibited, except where permitted by law.
Article 15 – Customer service and complaints
For any questions concerning an order, delivery, return or complaint, the customer may contact ISOVIA:
ISOVIA SARL
14 Place de l’Église
92500 Rueil-Malmaison – France
Email address: contact@isovia.fr
Telephone: +33 6 84 28 81 10
ISOVIA will endeavour to respond as soon as possible.
Article 16 – Consumer mediation
In accordance with the French Consumer Code, consumers may use a consumer mediator free of charge to seek an amicable resolution to a dispute with ISOVIA.
This process is available after a prior written complaint to ISOVIA customer service has failed to resolve the dispute.
Consumer mediator designated by ISOVIA:
CNPM MÉDIATION CONSOMMATION
Address: 27 avenue de la Libération, 42400 Saint-Chamond, France
Telephone: +33 9 88 30 27 72
Email: contact-admin@cnpm-mediation-consommation.eu
Historical website: www.cnpm-mediation-consommation.eu
Article 17 – Force majeure
ISOVIA shall not be held liable for any delay or failure to perform its obligations resulting from a force majeure event within the meaning of Article 1218 of the French Civil Code.
The consequences of such an event shall be governed by the applicable legal provisions.
Article 18 – Governing law and disputes
These General Terms and Conditions of Sale are governed by French law, subject to any applicable mandatory consumer protection provisions.
In the event of a dispute, the parties will seek an amicable resolution.
Failing this, the dispute may be brought before the competent courts in accordance with the ordinary rules of law.
Article 19 – Amendments to the General Terms and Conditions of Sale
ISOVIA reserves the right to amend these General Terms and Conditions of Sale to take account, in particular, of legislative, regulatory or commercial developments.
Amendments do not apply retroactively to orders that have already been confirmed.
Appendix – Model withdrawal form
To:
ISOVIA SARL
14 Place de l’Église
92500 Rueil-Malmaison – France
Email address: [to be completed]
I hereby give notice of my withdrawal from the contract for the sale of the product(s) listed below:
Product(s) ordered:
Order number:
Order date:
Date of receipt:
Consumer’s name:
Consumer’s address:
Date:
Consumer’s signature (only if this form is submitted on paper):