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Terms and conditions for online products sales

Date of Last Update: October 2022

Welcome to the Isabey website published by the company Panouge SAS (the “Isabey Site” or the “Site”).

By placing an order with Isabey (“Isabey”, “we”, “us” or “our”) for products which are sold on the Site (“Products”) you will be deemed to have read, understood and agreed to these T&Cs (“T&Cs”). Please read these T&Cs carefully and, if you are unhappy with any aspect, you should contact one of our customer service advisors before placing an order with us.

We amend these T&Cs from time to time. Please look at the top of this page to see when these T&Cs were last updated. Every time you order Products from us, the T&Cs in force at the time of your order will apply to the contract between you and us. If we have to revise these T&Cs and this has a material impact on your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the contract if you are not happy with the changes.

About Isabey

All sales on this Site are made by Panouge SAS, a company registered in Paris with company number 329 530 646, VAT number FR 57 329 530 646, whose registered office is located at 12 Avenue Victor Hugo 75116 Paris France.

Eligibility

In order to make a purchase through the Site or to use some of the services or features made available to you on our Site you may be required to register. When you register, you will be required to provide information about yourself including, but not limited to, your name, telephone number and email address, which is true, accurate, current and complete in all respects.

Should any of your registration information change in future you are required to amend your personal online account immediately. We may change registration requirements from time to time. Furthermore, when ordering items, you will be required to provide payment details and you represent and warrant that the payment details you provide on ordering are both valid and correct and you confirm that you are the person referred to in the billing information provided.

Pricing Policy

We have taken great care in the preparation of the content of this website, in particular to ensure that the details, descriptions and prices quoted are correct at the time of publishing. However, we will only accept orders if there are no material errors in the description of the Products or its price as advertised on this website. All prices are displayed including VAT only  if your IP address is from an European Union state member and exclusive of delivery charges. The total cost of your order is the price of the Products ordered plus VAT (if applicable) at the current rate and delivery charges as set out during the checkout process.  Items in your Shopping Bag will always reflect the most recent price displayed on the item’s Products detail page.

Availability

All Products are subject to availability. Validly stated prices on our website remain in effect for so long as the Products is available or as otherwise stated on our website. We will inform you as soon as possible if the Products you have ordered are not available.

Acknowledgement And Acceptance Of Your Order

We will notify you by email as soon as possible to acknowledge receipt of your order and to provide you with an order number. If we are unable to fulfil your order following this acknowledgement, we will contact you by email or telephone advising you of this. We will confirm acceptance of your order by sending you an e-mail that confirms that the Products have been dispatched (“Dispatch Confirmation”). A legally binding contract between us will be formed when we send you the Dispatch Confirmation (or, in the unlikely event that a Dispatch Confirmation is not sent due to a processing error, when we dispatch the Products to you) (“Contract”). If you require any information concerning your order please contact us here quoting your order number. We may not accept your order if an item you have ordered is out of stock, if we have identified a Product error or if we are unable to obtain authorization for your payment.

Pre-order

In the case of a stock shortage or refused payment authorisation by banking institutions, Isabey reserves the right to cancel or suspend any pre-order until its shipment.

Delivery

We will deliver the Products in accordance with the delivery option selected by you. Whenever referred to, working days exclude Saturday, Sunday and public holidays. Upon delivery of the Products to you, we will provide you with sufficient information to enable you to exercise your statutory right of cancellation and address any intended cancellation to the correct addressee or to return your Products. For further information please see the returns and the cancellation right sections within these terms and conditions.

Inspection

You should inspect the Products upon receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us (and return the Products in accordance with your cancellation rights or other statutory rights (as referred to at clauses “Your Cancellation Rights” and “Your other statutory rights to return Products” below).

Payment

Payment can be made by any of the following methods: Visa, Mastercard, American Express and Apple Pay. Payment will be debited and cleared from your account at the point at which you place your order. You confirm that the credit or debit card being used is yours. Please note that all credit/debit cardholders are subject to validation checks and authorization by the issuer of the card. If the issuer of your payment card refuses to pay or does not for any reason authorize payment to Isabey (Panouge SAS), we will not be liable for any delay or non-delivery of Products. We retain the legal ownership of all Products until full payment has been made by you and received by us and legal ownership of the Products will immediately transfer back to us if we refund any payment for the Products to you. Risk in the Products transfers to you upon delivery.

Your Cancellation Rights

As you are a consumer, you have a legal right to cancel a Contract within 14 days as from the delivery date of the Products. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to keep a Product, you can notify us of your decision to cancel the Contract and receive a refund. You can do so by contacting us here.

To have the the right for a return, the Products must be imperatively complete and in perfect condition in their original packaging and with the protecting cellophane (transparent film). The returned products must be salable.

To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to reach us by clicking here or contact our Customer Services team by post to:
Service Clients ISABEY – Panouge SAS 12, Avenue Victor Hugo 75116, Paris, France.

If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. If you cancel your Contract within 14 days as from the delivery date of the Products:

Then you must return it to us without undue delay (in the original product packaging and unopened) and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract;
Products should be returned to the following address:

Service Clients Isabey, Panouge SAS, 12 Avenue de Victor Hugo 75116 Paris, France.

  • Customers wishing to return fragrance Products should have regard to any labelling and packaging guidelines produced by the national Post or any other courier that is used. 
  • Customers will cover all delivery costs. We do not refund delivery costs.
  • If sending by post we recommend you obtain proof of postage as we do not accept responsibility for items lost in transit.
  • We will refund you the price you paid for the Products, although, as permitted by law, please note we may reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in an inappropriate way.
  • We will make any refunds due to you as soon as possible and in any event within 14 days after the day we receive the Products you retuned . We will refund you on the credit card or debit card used by you to pay. If you cancel your order but do not send off such Products to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.

Your other statutory rights to return Products

We are committed to delivering you Products that conform to those you ordered. As a consumer, you have legal rights in case the Products are defective or do not conform to their description. In particular, we are subject to the terms of the statutory warranties under Articles L. 217-4, L. 217-5 and L. 217-12 of the French Consumer Code and Articles 1641 and 1648 of the French Civil Code.

These rights (which are summarized in general terms below) do not affect your right to choose to return the Products and to obtain refund under “Your Cancellation Rights” above or to rely on any other provision hereof. If the Products are not compliant, you can refuse them upon delivery or send them back in their original packaging, indicating the reason for refusal on the delivery order. We will bear the costs related thereto. You may request that the Products be repaired or request a new delivery compliant with your order. If repair and replacement are not possible, you may request the cancellation of the Contract and refund of the amounts paid, or alternatively you may keep the Products and request a reduction of their price. You can send your request by clicking here or by registered letter with acknowledgment of receipt to the following address: Isabey Service Clients, Panouge SAS 12, Avenue Victor Hugo 75116 Paris France. We will respond as soon as possible.

Under certain conditions, you may in accordance with the law bring a warranty action against hidden defects, or call on a potential commercial warranty applicable to your order. However, we cannot be held liable if the breach of the Contract or its improper performance is due to an action on your part, to an unforeseeable and insurmountable event attributable to a person outside the scope of the Contract (our service providers are not considered as such), or to a case of force majeure.

Questions and Complaints

If you have any questions about these T&Cs or wish to contact us to complain about any matter in regard to the Products, please click here to contact us or write to us at: Service Clients, Panouge SAS 12, Avenue Victor Hugo 75116 Paris France.

If after contacting us and following our complaints procedure you still feel that your complaint has not been resolved satisfactorily, you may resort to the free services of a mediator by application of Article L.152-1 of the Consumer Code.

Transfer of Rights

We may transfer our rights and obligations under these Terms and Conditions to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms and Conditions. You may only transfer your rights or your obligations under these Terms and Conditions to another person if we agree in writing.

Law, Jurisdiction And Language

This Site, any content contained herein and any contracts entered into as a result of usage of this Site are governed by French law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of Paris, France. All contracts are concluded in French.