General Terms and Conditions
General Conditions of Sale of the company Rémy Cointreau France Distribution, SASU with capital of 500,000 euros, registered with the Paris RCS under number 893391805, intra-community VAT number FR 49893391805, having its head office located at 21 Rue Balzac, 75008 Paris (hereinafter after “Rémy Cointreau”).
By accessing the Site, you acknowledge having read and accepted the conditions of use of the Site accessible at the following address: hautesglaces.com , these general conditions of sale and the personal data protection policy accessible at the following address: hautesglaces.com/pages/confidentiality-policy
1. Purpose and scope of the general conditions of sale
These general conditions of sale are applicable to sales concluded between Rémy Cointreau and any natural person having reached the minimum legal age required to purchase alcohol (18 years of age in France), or legal entity, acting as a consumer or non-professional, that is to say contracting only for his personal use and not for commercial purposes of resale or on a professional basis (hereinafter "the Customer"), wishing to purchase products distributed by Rémy Cointreau (the “Products”) via the online stores accessible at the following addresses (the “Sites”): hautesglaces.com
In accordance with article L.3342-1 of the public health code, the Customer declares to be of legal age at the time of the sale and confirms in the case of a purchase made by a third party that the recipient is of legal age.
The online sale of Products is reserved for Customers wishing to make deliveries in Metropolitan France (Corsica included) and Monaco only. For any request to ship these Products internationally, the Customer must contact the company's sales department directly: serviceclients@hautesglaces.com
2. Taking orders and confirmation
The customer who wishes to purchase Products via the Sites must complete the following steps:
· Select your Products by clicking on the desired Products and enter the desired quantity.
· Follow the order and validation steps by clicking on the “order” button on the “basket” page.
· Create an account (optional) by completing the identification form on which it will indicate all the mandatory fields (last name, first name, delivery address, billing address, telephone, email etc.) o
· Accept the General Conditions of Sale by checking the box provided for this purpose after reading them. It is not possible to validate an order without the manifestation of this full membership and without reservation of the general conditions of sale specified within the framework of the Site. This checked box therefore constitutes recognition on the part of the Customer of having perfect knowledge of these.
· Validate your order after checking it.
· Pay for your order online.
Rémy Cointreau will acknowledge receipt of the order by displaying a confirmation message which will notably mention the order number (simultaneous sending of an email summary of the order to the Customer).
Orders validated on the Sites contractually bind the Customer and Rémy Cointreau by signing and accepting the terms of the commercial transaction carried out. Rémy Cointreau, however, reserves the right to suspend or cancel (i) any abnormally high order, (ii) any order which does not include all the information necessary for the delivery of the products, (iii) any order which comes from a Customer with whom there is a dispute relating to the payment of a previous order or (iv) any order which comes from a customer who does not have the capacity to contract. In this context, Rémy Cointreau reserves the right, before confirming an order, to ask the Customer to provide proof of their personal information. If compliant supporting documents are not received, Rémy Cointreau will be entitled to cancel the order. In all cases, the Client will be informed by Rémy Cointreau.
3. Items offered for sale
3.1. Stocks
The Products are offered while stocks last. In the event of total or partial unavailability visible on the Sites, please contact customer service (see “Contact” article). Rémy Cointreau also reserves the right to not validate an order in the event of such unavailability.
In the event of delayed availability of the Products beyond the delivery deadline indicated on the order confirmation, Rémy Cointreau will offer the Customer either to cancel their order or, within the limits of available stocks, to accept a Product of equivalent quality and price, or to wait for availability and delayed delivery of the Product ordered.
In the event of permanent unavailability of one or more Products ordered not indicated on the Site, the Customer will be informed as soon as possible and will have the possibility of canceling their order. In the event of cancellation of the order by the Customer, Rémy Cointreau will reimburse the sums paid with the same means of payment as that used for the order, within fourteen (14) days from the date of cancellation. .
Rémy Cointreau reserves, at any time and at its sole discretion, the right to withdraw one or more Products from sale on the Site.
3.2. Product Description
Each Product presentation is accompanied by a description established by Rémy Cointreau. The photographs have no contractual value and in no way engage the responsibility of Rémy Cointreau.
A change in labeling does not constitute a modification of the characteristics of a Product.
4. Price and Payment
4.1. Prices are expressed in euros (€), duties included and all taxes included (TTC) taking into account VAT and other duties applicable in France on the day of the order. The prices indicated on the Sites are therefore valid only for French residents. Any change in the rate of said taxes may be reflected in the price of the Products.
Rémy Cointreau reserves the right to modify its prices at any time, and without notice, it being understood that the price appearing on the Site at the time of the order will be that applicable to Customers. The prices indicated on the Sites do not include shipping costs, which are set according to the scale below.
Delivery Method Price per order
Standard (DPD) €8 (free from €130 purchase)
Delivery to a relay point (Mondial Relay) €6.50 (free from €130 purchase)
Discounts and promotions cannot be combined with each other and are limited to once per household (same name, same address).
Promotional codes cannot be combined: only one code can be used per transaction.
4.2 Payment for purchases at the all-inclusive price (taxes, order preparation and delivery costs) is made by bank card (CB, Visa, Mastercard, Paypal) or by gift card, the purchase and use of which are described below. -After.
Rémy Cointreau implements all means to ensure the confidentiality and security of data transmitted on the Sites. Online payment is made using the secure STRIPE payment system (www.STRIPE.com). As an expert in payment security, STRIPE ensures that sensitive data is transmitted and stored according to the highest security and quality standards.
To pay for the Customer's order, Stripe will request the following information: indication of the type of payment card (Visa, Eurocard, Mastercard, Paypal), payment card number, its expiration date and its possible visual cryptogram. by the explicit order to debit the account of the payment card holder.
The transaction is immediately debited from the Customer's bank card after verification of the card's data, upon receipt of the debit authorization from the company issuing the bank card used by the Customer.
In accordance with article L. 132-2 of the Monetary and Financial Code, the commitment to pay given by means of a payment card is irrevocable. By providing information relating to their bank card, the Customer authorizes Rémy Cointreau to debit their bank card for the amount corresponding to the All-Inclusive Price. In the event that the debit of the All-Inclusive Price is impossible, the Online Sale will be automatically canceled and the Customer will be informed.
5. Gift card
5.1 Purchase of the Gift Card
The Gift Card is a means of payment which allows its holder to pay for their purchases, in one or more installments, on the Site, until their balance is exhausted.
The Gift Card can only be purchased on the Site. This Card, dematerialized, can be credited with an amount ranging from 15 (fifteen) euros to 350 (three hundred and fifty) euros. Payment of the selected amount can only be made by credit card. A Gift Card can only be credited once, it is therefore not possible to re-credit the Gift Card.
Once payment has been validated, the Customer will receive their Gift Card code by email. No physical cards will be sent.
The Gift Card cannot be exchanged, resold, or credited to a card or bank account.
In accordance with legal provisions, the Customer who purchases the Gift Card on the Site has a period of 14 (fourteen) days from receipt of the Gift Card code to exercise their right of withdrawal. This option is only available provided that the Gift Card has not been used totally or partially before the expiry of this period.
The Gift Card is not nominative. It is up to the buyer to take the necessary measures to ensure the security of the Gift Card. Any theft or loss of the Gift Card cannot entitle you to compensation.
5.2 Use of the Gift Card
The Gift Card can only be used on the Site (or in the Domaine des Hautes Glaces physical store according to the conditions present in the store) by an adult natural person.
The Gift Card is valid for 12 (twelve) months from its activation date, which occurs when the Customer receives the Gift Card code by email. At the end of this period, the Card can no longer be used and the remaining balance will then be lost.
When purchasing a Product on the Site, if the balance on the Card is not sufficient to cover the amount of the order, the Customer may supplement it with another means of payment provided for in article 4.2 of the General Terms and Conditions.
The Customer can contact customer service to find out the remaining balance on the Gift Card.
In the event of a valid return of all or part of an order paid in full or in part with the Gift Card, the refund will be made to the Gift Card within the limit of the amount actually paid with it. In the event that the reimbursement were to take place after the expiry date of the Gift Card, it would then be made in the form of a voucher valid on the Site.
6. Delivery
6.1. Delivery is made by carrier to the address indicated by the customer when validating their order.
The Customer chooses a delivery address necessarily located in mainland French territory (Corsica included) or in Monaco. The Customer is solely responsible for a defect or delay in delivery due to a lack of indication or an error in entering information during the Order.
All costs incurred for reshipping the Order, due to an error in entering information by the Customer when placing the Order, will be the exclusive responsibility of the Customer.
Delivery times will be indicated to the Customer at the end of the Order process. In any event, the maximum delivery time, from confirmation of the order, is 2 to 3 days depending on the availability of the products ordered.
6.2. The customer is required to check the good condition of the packages delivered to him and to express any reservations to the carrier on the receipt slip before signature.
In the event of reservations, even if they are indicated clearly, precisely and completely, they must be the subject, within three calendar days of delivery, of written confirmation by registered letter with acknowledgment of receipt to the Carrier. , in accordance with Article L 133-3 of the New Commercial Code.
In the event of refusal of the package, the customer may, if he wishes, ask the Carrier to return the package, which must be accompanied by a “spoliation report”, of which the Customer will keep a copy. The Customer must also send a copy of this letter to the Seller. Failure to file a complaint within the aforementioned period and in accordance with the aforementioned terms extinguishes any action against the carrier and the Seller in accordance with article L. 133-3 of the Commercial Code.
Rémy Cointreau is only liable for direct and foreseeable damage. Rémy Cointreau cannot be held liable after delivery to the Customer, and without reservation on its part.
6.3. In the event of late Delivery, the Order is not canceled. The Seller informs the Customer by email that the Delivery will be late.
In the event that the Order has not yet been shipped upon receipt by the Seller of the Customer's cancellation notice, the Delivery is blocked and the Customer is reimbursed for any sums debited within thirty days following receipt of the cancellation notice. In the event that the Order has already been shipped upon receipt by the Seller of the Customer's cancellation notice, the Customer may still cancel the Order by refusing the package. The Seller will then reimburse the sums debited and the return costs paid by the Customer within thirty days following receipt of the return of the refused package complete and in its original condition.
7. Reservation of title
Rémy Cointreau expressly reserves ownership of the Products sold, until full payment by the Customer of the price and its effective collection by Rémy Cointreau.
8. Right of withdrawal
8.1. Orders are firm, final and not subject to modification or cancellation, except under the conditions set out in this article 7;
8.2. The Customer has the right to withdraw from this contract without giving any reason within fourteen days from taking physical possession of the order by the Customer or a third party designated by the Customer. In the event that this period expires on a Saturday, a Sunday or a public or non-working holiday, it is extended until the first following working day.
As an exception, in accordance with article L.221-28 of the Consumer Code, when the Products ordered are sealed, these products once unsealed by the consumer after delivery escape the right of withdrawal and cannot be returned for reasons hygiene or health protection.
Likewise, returned Products which have been opened or whose label has been damaged, which are incomplete, damaged, damaged or soiled will not be taken back. Any Product which has undergone a transformation will not be refunded or exchanged.
8.3. To exercise the right of withdrawal, the Customer must notify Rémy Cointreau, whose contact details are specified in the “Contact” article, of his decision to withdraw from this contract by means of an unambiguous declaration (for example, letter sent by post, fax or e-mail) and must return the Products within the aforementioned period, in their original packaging, complete, new, it being specified that the return costs are the responsibility of the Customer.
8.4. In the event of withdrawal by the Customer, Rémy Cointreau will reimburse all payments received, including delivery costs (with the exception of additional costs arising from the fact that the Customer has chosen, where applicable, another delivery method). than the less expensive standard delivery method offered) upon recovery of the goods or until the Customer has provided proof of shipment of this goods, the date chosen being that of the first of these facts. Rémy Cointreau will make the reimbursement using the same means of payment as that used for the initial transaction, unless a different means is expressly agreed; in any event, this reimbursement will not incur any costs for the Customer other than return costs.
9. Legal guarantee
The Seller is bound by the legal guarantee of conformity as defined in articles L. 217-4 et seq. of the Consumer Code and by the guarantee against hidden defects defined in articles 1641 to 1649 of the Civil Code under the conditions provided for by said texts. .
The consumer has a period of two (2) years from delivery of the goods to obtain implementation of the legal guarantee of conformity in the event of a lack of conformity appearing. During this period, the consumer is only required to establish the existence of the lack of conformity and not the date of its appearance.
When the contract of sale of the good provides for the supply of digital content or a digital service on a continuous basis for a period of more than two (2) years, the legal guarantee is applicable to this digital content or this digital service throughout the period. throughout the planned supply period. During this 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 of its appearance.
The legal guarantee of conformity entails an obligation for the professional, where applicable, to provide all updates necessary to maintain the conformity of the goods. The legal guarantee of conformity gives the consumer the right to repair or replace the goods within thirty (30) days following their request, without cost and without major inconvenience for them.
If the good is repaired within the framework of the legal guarantee of conformity, the consumer benefits from a six (6) month extension of the initial guarantee.
If the consumer requests repair of the good, but the seller requires replacement, the legal guarantee of conformity is renewed for a period of two (2) years from the date of replacement of the good.
The consumer can obtain a reduction in the purchase price by keeping the goods or end the contract by being reimbursed in full against return of the goods if:
1° The professional refuses to repair or replace the goods;
2° The repair or replacement of the goods takes place after a period of thirty (30) days;
3° The repair or replacement of the good causes a major inconvenience for the consumer, in particular when the consumer definitively bears the costs of taking back or removing the non-compliant good, or if he bears the installation costs of the repaired good or of substitution ;
4° The non-compliance of the goods persists despite the seller's unsuccessful attempt to bring them into conformity.
The consumer also has the right to a reduction in the price of the good or to the termination of the contract when the lack of conformity is so serious that it justifies the reduction in the price or the termination of the contract being immediate. The consumer is then not required to request repair or replacement of the goods beforehand.
The consumer does not have the right to cancel the sale if the lack of conformity is minor.
Any period of immobilization of the item for repair or replacement suspends the warranty which remained to run until delivery of the restored item.
The rights mentioned above result from the application of articles L.217-1 to L.217-32 of the Consumer Code.
The seller who obstructs in bad faith the implementation of the legal guarantee of conformity incurs a civil fine of a maximum amount of three hundred thousand euros (€300,000), which can be increased up to ten for one hundred (10%) of the average annual turnover (article L.241-5 of the Consumer Code).
The consumer also benefits from the legal guarantee against hidden defects in application of articles 1641 to 1649 of the civil code, for a period of two (2) years from the discovery of the defect. This guarantee entitles you to a price reduction if the item is kept or to a full refund against return of the item.
10. Warranty Claims and Returns
10.1. Non-compliance with the Order The Customer has a period of five (5) calendar days from delivery of the Products to return non-compliant Products to Customer Service. Any non-compliant Product must be returned in its original, unsealed packaging, accompanied by a copy of the invoice and any other document that may be provided.
The consumer will be reimbursed for return postage costs no later than thirty days following receipt of the product by Rémy Cointreau.
10.2. Return of defective Products
In the event of defective products, the Customer must contact Customer Service using the contact details referred to in the “Contact” article of these General Terms and Conditions within seventy-two (72) hours from receipt of the Products, without neglecting, if necessary, the possible recourse against the carrier.
11. Force majeure
Rémy Cointreau is entitled to cancel any order, and is in particular released from any obligation, in the event of force majeure or non-compliance with deadlines of its own suppliers or principals, natural disasters, acts of the prince, preventing, according to forecasts, either the manufacturing or delivery of supplies. The following are considered to be force majeure: strikes, fires, floods, equipment or tool accidents, pandemics, transport interruptions or any other changes outside and within the company preventing the normal and planned execution of sales.
12. Intellectual property
All technical documents, products, drawings, photographs provided to Customers remain the exclusive property of Rémy Cointreau, the sole owner of the intellectual property rights to these documents, and must be returned to it upon request.
The Client undertakes not to make any use of these documents which could infringe the industrial or intellectual property rights of Rémy Cointreau and undertakes not to disclose them to any third party.
13. Dispute resolution – Mediation
Any dispute relating to the interpretation and execution of the General Terms and Conditions is subject to French law.
In accordance with articles L. 111-1, L. 612-1 and L. 616-1 of the Consumer Code, the Customer is informed that he can have free recourse to a consumer mediator with a view to amicably resolving the dispute. which pits him against Rémy Cointreau after having attempted to resolve the dispute with Rémy Cointreau by a written complaint.
In accordance with article L 616-2 of the Consumer Code, the Customer is also informed of the existence of the European online dispute resolution platform at the address https://ec.europa.eu/consumers /odr and the possibility of using it to resolve your dispute through an extrajudicial dispute resolution entity.
14. Opposability and modification of the General Conditions of Sale
Opposability: The General Conditions of Sale are enforceable against the consumer who acknowledges, by checking a box provided for this purpose, having been aware of them and having accepted them without reservation before placing an order.
Nullity and Modification: The nullity of a contractual clause does not entail the nullity of the General Conditions of Sale.
Rémy Cointreau reserves the right to modify these General Conditions of Sale, it being understood that such modifications will not apply to orders placed prior to these modifications.
15. Competent jurisdiction
Any dispute that cannot be resolved amicably or through mediation will fall under the exclusive jurisdiction of the French courts.
16. Contact
For any information, complaint or question relating to these general conditions of sale, the Customer can contact Rémy Cointreau Customer Service using the following contact details:
- by telephone (Monday to Friday, 9 a.m. at 12 p.m. and from 2 p.m. to 5 p.m. to 6 p.m. ) at 04 88 76 00 54
- by email: serviceclients@hautesglaces.com
