general terms and conditions of sale
LAST UPDATE: may 14, 2020
Use of the remote sales process described in these General Terms and Conditions of Sale is restricted to consumers only, (i) as defined by law and case law, and (ii) acting exclusively on their own behalf.
Article 1: Identification of the seller
These General Terms and Conditions of Sale are those of sisialene ltd (hereinafter “sisialene”), a company registered in England and Wales at Companies House UNDER THE NUMBEr 12277478, HAVING ITS REGISTERED OFFICE at kemp house, 160 city road, london ec1v 2nx, united kingdom, EMAIL: customercare@sisialene.COM, VAT NUMBER: gb 344958169.
article 2: Scope and acceptance of the General Terms and Conditions of Sale
These general terms and conditions of sale are applicable to all purchases of sisialene products concluded at a distance:
via the sisialene.com website (hereinafter the “On-Line Store”);
by telephone via the customer service department set up by sisialene, accessible via the number referred to in Article 4.1 below (hereinafter “Customer Service”).
Their purpose is, firstly, to provide any potential Purchaser with information regarding the conditions and detailed methods under which sisialene proceeds with the sale and delivery of the products ordered, and, secondly, to define the rights and obligations of the Parties in the context of the sale by sisialene of products to the consumer (the “Purchaser”).
In the case of telephone sales, any sale of sisialene products via the Customer Service is concluded subject to the resolutory clause of these General Terms and Conditions of Sale, previously accepted by the Purchaser via telephone.
In the case of electronic sales (Internet), the Purchaser should carefully read these General Terms and Conditions of Sale prior to the placement of the order and he/she will then be asked to confirm his/her acceptance of the General Terms and Conditions of Sale during each purchase on the sisialene.com webSite by checking the box “I have read and I accept the General Terms and Conditions of Sale and Use, as well as the Privacy and the Cookies Policies of the sisialene.com website.” The confirmation of his/her order therefore constitutes acceptance without restriction or reservation of these General Terms and Conditions of Sale.
These General Terms and Conditions of Sale may be saved by any person visiting the sisialene.com webSite by means of a computer download and may be reproduced via printing.
sisialene reserves the right to make any changes to its General Terms and Conditions of Sale. However, orders will be governed by the General Terms and Conditions of Sale in force at the time when said orders were placed by the Purchaser.
article 3: INFORMATION REGARDING THE products
Information relating to all sisialene products that may be sold via the sisialene On-Line Store or sisialene Customer Service is available on the sisialene.com website. This information complies with the requirements of the legal and regulatory texts in force.
sisialene reserves the right to vary the Products sold on the sisialene.com Website at any time, based, in particular, on constraints linked to suppliers, without prejudice to any Orders placed by the Purchaser.
ARTICLE 4: ORDERING AND PRE-ORDERING products
4.1 Orders placed by telephone
Orders can be placed in English with the sisialene Customer Service on +44 20 7132 0322 (local call charges) between 9 a.m. and 6 p.m., Monday to Saturday, except holidays.
4.2 Orders placed via the On-Line Store
Orders can be placed via Internet through the sisialene.com Website. The Purchaser remains responsible for all telecommunications charges incurred in accessing the Internet and using the On-Line Store.
In the event of extended periods of inactivity during the session, any selection of products made prior to such inactivity may no longer be guaranteed. The Purchaser will then be invited to re-commence the selection process.
All stages required for a sale will be detailed on the sisialene.com Website.
Before giving final confirmation of his or her Order, the Purchaser will have the opportunity to verify the details of the Order and its total price and to correct any potential mistakes, before then confirming acceptance. NB: each Order placed entails a payment obligation. In order to give the final validation for an Order, the Purchaser clicks on “Pay your order”.
Once the Purchaser has validated the Order, sisialene then immediately confirms receipt via email. However, the sale will be considered as definitive only once the Purchaser has been sent confirmation of dispatch. Only those products dispatched will be debited.
sisialene advises the Purchaser to keep a paper or electronic copy of such emails. If such emails are not properly received, the Purchaser is advised to check whether they are in a spam folder. The Purchaser should note that emails are sent to the email address provided by the Purchaser. In addition, sisialene cannot therefore be held liable for any error made when entering the relevant email address or if the message confirming that the Order has been dispatched is not received (except if the confirmation email is not received because of sisialene’s negligence). In such case, the sale will be considered as validated with the exception of cases in which the Order is cancelled by sisialene, particularly in the event of products being unavailable, default of payment or suspicion of fraud. The Purchaser may nevertheless exercise his or her right of withdrawal under the conditions set out in article 8 of these General Terms and Conditions of Sale.
sisialene will be entitled to retain the entire amount of the price corresponding to the Order as soon as the Order has been dispatched.
Despite the great care taken by sisialene in the presentation of its products in the On-Line Store, sisialene cannot guarantee that the actual appearance will correspond exactly to what appears on screen. In particular, colours may vary slightly, particularly due to technical constraints relating to the presentation of colours via computer. sisialene cannot be held liable for non-substantive errors that may occur.
The products being offered for sale by sisialene are those featured in the On-Line Store as of the date on which the Purchaser consults the On-Line Store and within the limits of the stock available. sisialene reserves the right to withdraw products from sale at any time. If any product is unavailable, the Purchaser will be informed as soon as possible by Customer Service and notified that only part of the Order will be delivered or that the Order will be cancelled. If the entire Order is cancelled due to unavailability, the Purchaser’s Order will be automatically cancelled and no amount will be debited from the relevant bank account. If part of the Order is cancelled due to unavailability, the Purchaser’s Order will be validated and the relevant bank account debited only for the amount corresponding to the available products actually dispatched.
4.3 Ordering articles as a guest
If the Purchaser doesn’t wish to create an account on the sisialene.com Website, it is also possible to purchase products as a guest via the sisialene.com Website.
With this purchasing option, the Purchaser is required to provide the information necessary for the processing of the Order.
If the email address used is changed during the course of the order process, the selection of products chosen prior to such change will no longer be guaranteed. The Purchaser will then be invited to re-commence the selection process.
An electronic invoice will be available by clicking on the link featured in the email confirming that the Order has been dispatched.
Some products identified on the sisialene.com Website may be available for pre-order.
Mixed order consisting of currently available products and pre-ordered products is not possible.
Subject to the conditions provided for herein and to the conditions mentioned on the sisialene.com Website page of the products available for pre-order (delivery period and delivery options), pre-orders will be governed by the same processes and conditions as those applicable to Orders.
In case of a pre-order of several products with different delivery dates mentioned on the sisialene.com Website, the latest delivery date will be applicable to the entire pre-order.
Each pre-order placed entails a payment obligation for the Purchaser who will have to pay the full amount of the pre-ordered products. The Purchaser’s bank account will be debited as soon as the Purchaser gives his/her final validation for the pre-order (by clicking on “Pay your order”).
Besides the right of withdrawal provided for in article 8 hereabove and as long as the preparation of the shipment of the pre-order has not begun, the Purchaser will be entitled to cancel his/her pre-order by calling the Customer Service. In this case, the pre-ordered products will not be delivered to the Purchaser and the refund will be made without undue delay and within fourteen (14) days following the Purchaser’s call to the Customer Service.
Due to production constraints, sisialene might have to cancel in some cases a Purchaser’s pre-order, in whole or in part. sisialene will inform the Purchaser of such cancellation without undue delay and the refund of the amount paid by the Purchasers for the products of the cancelled pre-order will be made immediately.
4.5 Refusal of orders
sisialene reserves the right to refuse or cancel any abnormal order or one which is placed in bad faith.
sisialene reserves the right to refuse or cancel on legitimate grounds any Order in which the number of products or amount to be paid (for one or more combined Orders) appears not to correspond to the usual average use of a final consumer, any Order that might suggest that commercial activity is being carried out by the Purchaser in relation to the products ordered or, more generally, any Order that appears abnormal pursuant to the applicable law for such cases.
Finally, sisialene reserves the right to suspend or cancel the fulfilment of any Order and/or delivery, of any kind whatsoever and at any stage in the process, in the event of payment default or of partial payment of any amount owed by the Purchaser, in case of a payment incident, or in the event of fraud or attempted fraud in relation to the use of the sisialene.com Website, including in the context of previous Orders.
No charge is made to the Purchaser’s credit card if the order is canceled. If the credit card has already been charged, the Purchaser will be promptly reimbursed.
ARTICLE 5: PRICES OF THE products
Prices of the products are stated in GBP and inclusive of VAT. sisialene does not offer a VAT refund service for purchases that might be eligible for a tax refund.
Unless otherwise specifically stated when the Order is placed via the On-Line Store or via telephone with the Customer Service, prices do not include delivery costs which are invoiced in addition to the price of the products purchased. Delivery costs will be shown before the Order is registered by the Purchaser.
The various delivery options are set out in the General Terms and Conditions of Sale below and are repeated on the sisialene.com Website; they may be modified at any time by sisialene. sisialene therefore advises Purchasers to check the General Terms and Conditions of Sale featured on the sisialene.com Website on a regular basis.
Prices applicable to products sold on-line via the sisialene.com Website are those in force at the moment at which the Order is placed by the Purchaser.
Prices applicable to products may be modified at any time by sisialene. The Purchaser will be notified of any such modification before placing an Order.
sisialene carries out checks on a regular basis to ensure that the prices applied are correct. However, certain prices may be impacted by an error. If sisialene notes that an error has been made in relation to the price of an Order, the Purchaser will be informed as soon as possible. sisialene reserves the option to cancel any Order relating to A product for which a manifest error in pricing has been made. If payment has already been made for the Order, the Purchaser will receive an immediate refund corresponding to the amount paid and, if applicable, if the Order has been delivered, this must be returned to sisialene.
ARTICLE 5: PRICES OF THE products
sisialene accepts the following payment methods for purchases by telephone through Customer Service or on the sisialene.com webSite: Visa®, MasterCard®, American Express® credit cards.
the Purchaser confirms to Customer Service when placing an Order via telephone or guarantees to sisialene when placing an Order via the on-line store that he or she is the holder of the bank card and that the name featured on the bank card to be debited is indeed the Purchaser’s, and then provides the number and expiry date featured on the front of the card together with the CVV security number shown on the back (or front) of the card via telephone or using a secured sisialene.com web page.
the Purchaser’s bank card is debited as soon as the Order has been dispatched.
If, for any reason whatsoever (rejection, refusal by the issuer’s payment processing centre, etc.), it proves impossible to debit the amount owed by the Purchaser, any purchase made via telephone is immediately abandoned and the purchasing process via Internet is immediately cancelled.
ARTICLE 7 – DELIVERY AND RECEIPT
7.1 General provisions
All products ordered by the Purchaser in accordance with these General Terms and Conditions of Sale will be delivered to the address indicated by the Purchaser as the delivery address for the Order in question (the “Delivery Address”).
Information concerning delivery methods may also be obtained from the basket confirmation page, as well as from the Order summary page, prior to payment.
Delivery charges are to be added to the total price of the Order and will be notified to the Purchaser prior to validation of his or her Order.
No delivery will be made by sisialene if it proves impossible to obtain full payment of the price.
products may only be delivered in the UK and to the delivery address indicated by the Purchaser at the time of the Order.
The Purchaser may have products delivered to an individual designated by the Purchaser in the UK, for example, when purchased as a gift.
No deliveries will be made to general delivery and p.o boxes, notably for security reasons.
products will only be delivered once payment for the Order has been recorded.
products ordered will be delivered within the dates indicated by sisialene or, if no information is provided (including as to nonavailability), in any case no more than 30 days after the date of the Order, subject to the price having been paid in full.
Any delays in delivery will entitle the Purchaser to cancel his or her Order.
7.2 Characteristics of the sisialene.com Website delivery options
All deliveries made must be signed for.
The Purchaser is notified via email and/or SMS when the package is collected by the carrier and given an exact delivery date.
if the delivery is impossible due to the absence of the recipient at the place of delivery, a notice will be left at the delivery address indicated by the Purchaser and the carrier will make a second delivery attempt on the following business day. If this second delivery attempt fails, a new delivery attempt will be made on the following business day. If finally, it has not been possible to make delivery, the Purchaser will have five business days from the final delivery attempt made by the carrier to contact the Customer Service. After this deadline, the products of the Order will be returned to sisialenE and the Order is cancelled and refunded.
7.3 Faults, defects, damaged packages
7.3.1 General provisions
The Purchaser or recipient of the Order should check the appearance of the package and the products at the time of delivery.
In the event of a defect concerning the package (damaged package, opened package, traces of liquid, etc.) or the products ordered (missing products, damaged products), the Purchaser or recipient of the Order must then follow whichever of the procedures described below (articles 7.3.2 and 7.3.3. of these General Terms and Conditions of Sale) applies to the condition of the Order or may decide not to accept delivery (in which case the deliveryman will take back the package). No recourse is possible against the carrier or sisialene unless the relevant procedure has been complied with. In particular, the Purchaser may not claim any refund. The Purchaser or recipient of the Order will also be unable to require sisialene to deliver the ordered products a second time.
The Purchaser will then be contacted by Customer Service as soon as possible to discuss his/her refusal to accept delivery. If the transport defect is confirmed by Customer Service, the Order will be cancelled, and the full cost of the products contained in the package and all delivery charges will be refunded to the Purchaser.
The Purchaser or recipient of the Order may also call Customer Service to discover the detailed methods applicable for returning the damaged product(s). The Purchaser must then comply precisely with the procedure for the return of damaged products as indicated by Customer Service. If not, the Purchaser will be unable to claim any refund or exchange the products in question.
7.3.2 Procedures to be followed for damaged packages
If the Purchaser (or the recipient of the Order) notes any defect regarding the package (package damaged or opened, traces of liquid, etc.), he or she must set out detailed reservations in writing on the shipping note. The reservations noted by the recipient at the time of delivery constitute evidence confirming the existence and scale of the damage. The Purchaser (or the recipient of the Order) must take care to provide full and precise details in the wording (simply stating “subject to unpacking” is considered to be too general and inaccurate). The package must not be opened.
The Purchaser must, within a maximum of thirty (30) days following receipt of the package in question, note the Order number and delivery slip number shown under the bar code in order to notify the fault by email or telephone (+44 20 7132 0322 (local call charges)) to Customer Service which will then organise collection from the Purchaser (or the recipient of the Order) via UPS or the concierge service. After the 30-day time period, the Purchaser may still exercise his/her right to reject pursuant to article 9 below.
7.3.3 Procedure that must be followed for missing or damaged articles
The Purchaser or recipient of the Order must, within a maximum of thirty (30) days following receipt of the package, notify Customer Service of any missing or damaged products by telephone on +44 20 7132 0322 (local call charges). After the 30-day time period, the Purchaser may still exercise his/her right to reject pursuant to article 9 below. Customer Service may ask for all information related to the identity of the Purchaser or recipient of the Order and carry out all useful verifications in this context.
7.4 Delivery deadlines
Delivery deadlines are calculated from the moment of receipt of Order confirmation via email.
Delivery deadlines for Orders sent within the UK are as stated when the Order is placed.
In particular, these take into account the time at which the Order was placed and business days in the country of delivery. During the Christmas and New Year holiday period (from 23 November until 31 December), deadlines may be extended on an exceptional basis due to high levels of activity for carriers.
In any case, delivery deadlines shall not exceed 30 days from the placing of the Order if no information is provided (including as to non-availability).
ARTICLE 8: RIGHT OF WITHDRAWAL AND RETURNING PRODUCTS
The Purchaser has a statutory right of withdrawal.
The Purchaser may therefore exercise his or her right of withdrawal, without obligation to provide reasons for such decision, up to fourteen (14) days after receipt of the PRODUCTS in question by the Purchaser or by any third party designated by the Purchaser other than the carrier.
If the Purchaser has ordered several PRODUCTS in one single Order or if the PRODUCTS have been delivered in several batches, the withdrawal period commences only when the Purchaser or any third party designated by the Purchaser other than the carrier takes physical possession of the final PRODUCT or of the final part of the delivery.
products must be returned in a new and unused state, in original condition, with all protective materials in place and tags and stickers attached to them (if applicable), as well as with the original sisialene box and delivery package, including all accessories and documents.
products must be returned from the original shipping location.
In order to notify His/her withdrawal decision, the Purchaser may use the withdrawal form provided at the end of these General Terms and Conditions of Sale, or any other statement drafted in unambiguous terms. This request can be sent to Customer Service via email to: firstname.lastname@example.org or by any other durable medium.
The Purchaser then immediately receives confirmation of receipt of his or her request for withdrawal which will be sent via email and accompanied by a return waybill (one copy is also to be found in the parcel received by the Purchaser).
Finally, to return the products, the Purchaser may:
use the collection service provided for free, from the place of his/her choice (in the UK).
For this purpose, the Purchaser must contact Customer Service on +44 20 7132 0322 to agree on an appointment (date) for the collection of the product(s) by sisialene. Collection in this manner must be made within fourteen (14) days following the announcement of the Purchaser’s decision to withdraw.
send the products by post.