Terms and conditions of use
The present Terms and Conditions of the Public Establishment of the Palace, Museum and National Estate of Versailles (hereinafter referred to as the “EPV”) define the rights and obligations of the parties for every order of products made exclusively on the website “www.boutique-chateauversailles.fr” (hereinafter referred to as the “Website”) of the EPV, whose registered office is Château de Versailles, RP 834, 78008 Versailles cedex.
The EPV informs the Member that the products sold in the section called “products that can be personalized” are not distributed by it but by its partner (YourSurprise). Hence, any order for these products is subject to the Terms and Conditions of YourSurprise.
The services of the Website are proposed at international level, in French and English. Each natural person, of age and competent, or each legal entity wishing to benefit from the services of the Website will be hereinafter referred to as the “Member”. Each acquisition or reservation of a product made by a Member on the Website under the conditions laid down in the present Terms and Conditions will be hereinafter referred to as “My Shopping Cart”.
Any Member can telephone the customer service on the following number: 02 54 55 50 41 (Price of a local call in metropolitan France from a land line / from the DOM-TOM and abroad: cost set by the operator). The office hours are 8:00 – 12:00 noon / 2:00 – 5:00 pm.
Article 1 - Order and price modes
After confirmation of the content of the order, the Member confirms it by paying the correspon-ding price. The order will be definitive only as of the effective reception of the payment by the EPV. The products remain the property of the EPV until the complete payment of the price. The full and unreserved acceptance of the present Terms and Conditions is obligatory for every order, and to do so the Member must tick the corresponding box before confirming the content of the order. The EPV will systematically confirm the order of each Member by an e-mail recalling the stages: My Shopping Cart, Identification, Address, Delivery, Confirmation.
The maximum processing time of the order is 15 working days dating from the order, including delivery, unless a specific stipulation is indicated to the Member before submitting the order as well as prior to its definitive confirmation (such as the unavailability of the product). The EPV will indicate to the Member, before confirmation of the order, a range of processing time according to the content of the order and of the place of delivery. This time range will be recalled in the summary of the order as well as in the delivery follow-up.
The price in euros including any taxes for each product, excluding postage costs, is indicated in the corresponding product information page. The total amount of the order, including the dispatching costs and the eventual costs of optional insurance coverage (cf. article 5.4), will be indicated before the definitive confirmation of the order. Moreover, once the order is confirmed, the prices and costs will remain accessible in the “My Account” section of the Website.
For every order received from outside of French territory, the provisions laid down by the General Tax Code relating to VAT will be applicable (price calculated exclusive of VAT on the invoice). If customs duties or other legal taxes are applicable, they are the entire responsibility of the Member, as are their payment as well as the related formalities (such as declarations to the relevant authorities and/or bodies). The Member is invited to obtain information on these aspects from the local authorities.
The EPV reserves the right to modify the prices of the products at any time, but the products will be invoiced according to prices displayed when the order is registered.
In the “Promotions” section: beside the sale price of the product offered by the EPV appears the reference price (crossed out) which is the price before the application of the “promotion”. A product with a promotional price may be withdrawn at any time without warning by the EPV
Article 2 - Availability of products
In the event of the total or partial unavailability of a product after submitting the order, the Member will be informed by e-mail of the partial delivery of the order or the cancellation of the order. In the case of a partial delivery, a second e-mail will provide information on the delivery date of the other products ordered. In this case, the global invoice will be contained in the first parcel.
In application of the provisions of article L 121-20-3 of the Consumer Code, in case an ordered product is unavailable, the Member has two possibilities:
- Either be delivered a product of the equivalent quality and price, subject to availability. In this case, the return postal charges involved when exercising the right of withdrawal, described in ar-ticle 6, are borne by the EPV;
- Or be refunded the price of the ordered product no later than 30 days from the payment date of the amount paid.
Article 3 - Payment
The payment cards accepted at present are: CB, Visa, MasterCard, JCB and American Express.
The payment service provider is Atos Worldline, a simplified joint-stock company with capital of 78,804,599.61 euros, whose head office is at 18 Avenue d’Alsace – 92400 Courbevoie, registered on the Corporate Register of Nanterre under the number 378 901 946.
The bank account of the Member will be debited following the confirmation of the order which is regarded as effective after confirmation of the agreement of the bank payment centre.
The Member guarantees that he/she is fully authorised to use the payment card provided for the payment of the order and that this card gives access to sufficient funds to cover all the costs resulting from the use of the services of the Website.
After the payment is made, a proof of transaction comprising the following details will be automa-tically drawn up in two copies:
- The mention “payment by bank card”
- The order number
- The detail of the products ordered;
- The date, time and amount of the transaction;
- The nature of the card: French or foreign with the logo CB / Visa / MasterCard / JCB / Amex;
- The number of the card less the first six numbers and the last character;
- The authorisation number.
One copy will be delivered to the Member by e-mail, while the other one will be kept by ATOS for 5 years, increased by the term of limitation in force.
ATOS will archive these proofs in a reliable and durable form in accordance with the provisions of article 1348 of the Civil Code.The digitised registers of the Website will be regarded by the parties as proof of the communications, orders, payments and transactions between the parties.
Article 4 - Security
The Website is protected by one of the most effective security systems known to date. It has adopted the SSL (Secure Socket Layer) encryption process of the ATOS company and reinforced all the jamming and encryption processes in order to protect as effectively as possible all the sensitive data relating to the means of payment. The EPV never has access to the confidential information relating to the means of payment of the Member.
In fact, only the Revenue Office (Trésorerie générale) of the Yvelines department and ATOS hold confidential information (card number, validity date) which is inaccessible by a third party.
Article 5 - Delivery
5.1. Delivery modes and costs
The EPV delivers the parcels throughout Metropolitan France, the DOM-TOM, Monaco, Corsica and to international destinations.
The products are sent to the delivery address that the Member gave when placing the order (home, office, home of third party, holiday address, etc.).
When a parcel leaves the warehouse, it is conveyed by La Poste (“Colissimo”), Chronopost or Schenker Joyau. The Member is informed by e-mail of the dispatch of the parcel, along with:
- an original invoice including the delivery charges and the VAT is accessible online on the Website in the “My Account” section and a printed version of the invoice will be included in the parcel;
- the follow-up number of the parcel. The follow-up number of parcels sent by:
- Colisssimo is indicated on the website www.coliposte.fr;
- Chronopost is indicated on the website www.chronopost.fr;
- Schenker is provided by the Customer service at email@example.com
- the delivery time.
The delivery charges are calculated according to the carrier, the total weight of the order and the delivery address.
5.2. Delivery time and delivery delays
The delivery times, counting from the parcel’s departure from the warehouse, vary according to the mode chosen (Colissimo, Chronopost or Schenker).
Deliveries in Metropolitan France and Monaco:
- the Colissimo mode with follow-up in France (delivery in 48 hours);
- the Chronopost mode in France (delivery in 24 hours);
- the Schenker-Joyau mode for large parcels (delivery in 48/72 hours).
Deliveries in Europe:
- the Colissimo mode with follow-up in Europe (delivery in 3 to 5 days). Countries concerned: Austria, Belgium, Denmark, Finland, Germany, Italy, Ireland, Luxembourg, Netherlands, Portugal, Spain, Sweden, United Kingdom;
- the Chronopost mode in Europe (delivery in 1 to3 days). Countries concerned: Austria, Belgium, Denmark, Finland, Germany, Greece, Italy, Ireland, Luxembourg, Netherlands, Portugal, Spain, Sweden, Switzerland and United Kingdom;
- the Chronopost International mode (delivery in 3 to 5 days). Countries concerned: Norway.
Other delivery zones
- the Chronopost International mode (delivery in 2 to 4 days). Countries concerned: Canada, United States of America
- the Chronopost International mode (delivery in 3 to 5 days). Countries concerned: Australia, Ja-pan, New Zealand;
- the Chronopost Dom-Tom mode (delivery in 1 to 3 days). Countries concerned: Guadeloupe, Reunion, Martinique.
If 5 working days have passed after the dispatch of the parcel and the Member has received no news about the order, the EPV may be queried via the “Contact” and then “Ask a question about an order” sections of the Website.The customer service of the EPV will then contact the carrier and inform the Member.
If the parcel is found, it is then sent to the Member: the reception procedure follows the normal procedure (deposit of the parcel or non-delivery notice, etc.).
- If the parcel is declared lost, the EPV notifies the Member within 48 hours of the reception of the information request made by the Member. The EPV then binds itself either to refund the Member for the price of the order (delivery charges included), or to re-send the content of the order as soon as possible, as the Member chooses.
In accordance with article L114-1 of the Consumer Code, the Member has the right to cancel the order if its delivery is not made within seven working days after the delivery date indicated by the EPV, unless this delivery delay is due to force majeure as defined in the jurisprudence of the French courts.
In the 20 working days following the cancellation request by the Member, the EPV will instruct its bank to refund the Member.
5.3 Taking delivery
The Client is bound to take delivery of the products ordered at the delivery address featured on the order confirmation e-mail. The Client must date and sign the delivery slip presented by the carrier. This dated and signed delivery slip forms the proof of the transport and delivery of the order. In case of the Client’s absence, the carrier leaves a non-delivery notice indicating until which date the parcel can be withdrawn. NB: In case the parcel is not withdrawn within the allotted time, the products will be returned to the EPV which reserves the right to refund the amount of the order, excluding the delivery charges which will still be borne by the Client.
Without prejudice to the right of withdrawal of the Member as defined in article 6 below, the Member must verify the parcels on arrival and make all the reservations and complaints that may appear to be justified, even refusing the parcel if it appears to have been opened or obviously looks damaged. These reservations and complaints must be addressed to the carrier by recorded delivery letter with acknowledgement of receipt within three working days of the delivery of the parcel, to the following addresses:
- La Poste « colissimo » : Coliposte – 3 boulevard des Remparts – 93196 Noisy le Grand Cedex
- Chronopost : Service clients Chronopost International – 10 place du Général de Gaulle – 92768 Antony Cedex
-Schenker Joyau : ZA – 3 rue des Gailletrous – 41260 La Chaussée Saint Victor
5.4 Additional insurance
The Member can take out an optional insurance coverage of an order. It will be calculated auto-matically according to the amount of the order. The cost of the insurance is added to the total amount of the order.
The additional insurance covers the cases of loss of or damage to the parcel, according to the value of the order. This payment guarantees that the Member is automatically insured for an amount equal to the sum paid.
The Member can take out an ad-valorem insurance policy (ensured value), and the rate of this optional insurance cover is 1.2% of the declared value.
This insurance policy does not cover the loss of or damage to the parcel transported if the Member chooses to delegate the delivery (neighbour, caretaker, etc.). Hence Members are advised not to take out this insurance cover in this specific case.
Article 6 – Right of withdrawal
In accordance with the provisions of article L 121-20 of the Consumer Code, the Members benefit from the right to withdraw from the contract during seven clear days from the delivery date of the order, without having to justify this with reasons or pay penalties, except, when applicable, the return postal charges. In case of the prior notification by the Member of the intention to exercise this right of withdrawal, as mentioned in article 6.2, this deadline of seven days begins on the date of the notification.
The products defined in article L.121-20-2 of the Consumer Code do not carry a right of withdrawal by the Member, and the products concerned are in any case designated as such to the Member before the conclusion of the sale in the technical pages. For example, perishable products (such as food products), personalized products, audio or video recordings or software after being unsealed by the consumer are not withdrawable and hence cannot be returned or refunded.
6.2. Modes of return
In order to facilitate the processing of returns, the Member is advised, prior to any return of a product in exercise of the right of withdrawal, to notify this intention to the EPV via the “Contacts” section on the Website (tick the “Other” box) or by telephoning to the customer service whose contact details are indicated in the introduction. The information concerning the unfolding of the return procedure is consultable on the Website in the “Return” section of the “My Account” section.
The Member will return the product in the following conditions: to the following postal address:
Daudin Services / Versailles – 628 avenue du Grain d’Or – 41350 Vineuil.
To make the return, the Member must fill in the return form present on the delivery note in the parcel and staple to it a page with the particulars of their bank account if they want to be refunded; suitably protected in its original packaging, in a perfect resale condition (not damaged or soiled) accompanied by any accessories, instruction booklets or documentation; accompanied by the copy of the invoice in order to enable the identification of the Member (order number, surname, first name, address); accompanied if applicable by the label supplied after the notification procedure; and provided that the product has not obviously been used (beyond a few minutes), i.e. provided that the product shows no sign of use apart from the time needed to test it and that its condition permits its resale.
The return of one or more products ordered will lead to the refunding of the amount paid by the Member, i.e. the purchase price of the product(s) and the delivery charges, while the return postal charges are borne by the Member. The refunding of the Member will be made by a means of payment within thirty days of the recep-tion by the EPV of the Member’s request to exercise the right of withdrawal, on condition that the product has been returned to the EPV.
Article 7 - Warranties
7.1. Statutory warranty of conformity
According to articles L.211-4 et seq. of the Consumer Code, in the case of the delivery of a product not in conformity, the EPV binds itself to replace the product with an identical product. If that turns out to be impossible, the EPV binds itself, according to the choice of the Member, either to replace the product with a product of equivalent quality and price, subject to availability, or to refund the price of the product. All the delivery and return costs will be borne by the EPV. For every request of this type, the Member must contact the customer service via the “Contact” section of the Website. The Member may also benefit from the warranty by telephoning the customer service whose contact details are indicated in the introduction. The product must then be returned with the return form on the delivery slip in the parcel to the following address: Daudin Services / Versailles – 628 avenue du Grain d’Or – 41350 Vineuil.
These provisions are not exclusive of the right of withdrawal defined in article 6 above.
7.2. Warranty for hidden defects
In accordance with article 1641 and others of the Code civil, in case of the delivery of a product with a hidden defect, the EPV binds itself, according to the choice of the Member, to refund the price of the product, or to replace the Member’s product with an identical product, subject to availability, or to replace the product with a product of equivalent quality and price, subject to availability. All the delivery and return charges will be borne by the EPV. For every request of this type, the Member must contact the customer service via the “Contact” section of the Website. The Member may also benefit from the warranty by telephoning the customer service whose contact details are indicated in the introduction. The product must then be returned with the return form on the delivery slip in the parcel to the following address: Daudin Services / Versailles – 628 avenue du Grain d’Or – 41350 Vineuil.
These provisions are not exclusive of the right of withdrawal defined in article 6 above.
7.3. Exclusion of warranties
No warranty applies to products that have been modified, repaired or integrated by the Member or any other person not authorised by the supplier of the said product. The warranty will not cover the products damaged as a result of their wrong use by the Member.
Article 8 - Liability
The EPV cannot be held liable for any non-performance due to a case of force majeure.
Article 9 - Modification of the Terms and Conditions
The EPV reserves the right to modify the present Terms and Conditions at any time. Every new ver-sion of them will be notified on the first page of the “Contact” section. In case of modification, the Terms and Conditions in force on the day the order is placed will be applied to each order.
Article 10 - Personal data
The Public Establishment of the Palace, Museum and National Estate of Versailles processes data whose principal purposes are the management and follow-up of orders, their delivery, their payment, customer relationship management and canvassing.
The Member must register before or when placing an order on the Website of the Online Boutique.The data identified by an asterisk are mandatory, and in their absence the request of the Member cannot be processed. They are intended for the internal departments of the Public Esta-blishment of the Palace, Museum and National Estate of Versailles, its service-providers and partners. Every Member may exercise the right to access, correct and query these data, as well as the right to refuse any commercial canvassing and for legitimate reasons by going to the “Contacts” section on the Website or by directly contacting the customer service either by telephone (the nu-mber is indicated in the introduction), or by letter to the following address:
Daudin Services / Versailles – 628 avenue du Grain d’Or – 41350 Vineuil.
Article 11 - Miscellaneous
11.1. Should any of the provisions of these Terms and Conditions be regarded as illegal or inapplicable by a court decision the other provisions will remain in force.
11.2. In application of articles 1316 et seq. of the Civil Code and, where applicable, article L.110-3 of commercial law, the information delivered by the Website is regarded as valid by the parties. The probative value of the information delivered by the computing systems of the EPV is the same as that provided by an original paper document signed by hand.
11.3. Failure by the Member to fulfil the obligations accepted in the present Terms and Conditions, and in particular concerning the payment of the price of an order, may lead to the suspension of access to the services of the Website, or even the cancellation of the Member’s account, depending on the gravity of the incident, without prejudice to any claims for damages that the EPV may make. Hence, the EPV reserves the right to refuse any order of a Member with whom such a dispute may exist.
Article 12. Applicable law - Disputes
The present Terms and Conditions in French will be executed and interpreted in accordance with French law. In case of a dispute, the Member will in priority contact the EPV to reach an amiable solution. Failing that, the French courts will be the only competent ones.