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This legal guarantee is so called because it obliges the professional seller to sell the consumer a good that conforms to the contract and makes him responsible if this is not the case. (Consumer code articles L217-1 to L217-14)
A good conforming to the contract means:
– that the property must be suitable for the use usually expected of it;
– that the good must also correspond to the description made by the seller and have the qualities presented by the seller or that the consumer can legitimately expect, particularly in view of the labeling or advertising;
– that in the event of a specific request (customized goods for example) this must correspond to what has been fixed by mutual agreement with the seller.
The defects concerned are:
– manufacturing defects or defects resulting from installation carried out by the seller or under his responsibility;
– defects in assembly instructions;
– defects originating from the packaging;
– characteristics or quality that do not correspond to the presentation of the product purchased (with reference to the order form, a sample, the seller’s or manufacturer’s documentation, advertising, etc.).
Defects that the consumer knew or could not have been unaware of at the time of sale cannot be considered as lack of conformity. It is up to the seller to possibly demonstrate that the defect did not exist at the time of the sale of the property.
For new products purchased after March 18, 2016, you can claim the benefit of the legal guarantee from the seller within 2 years of their sale (6 months for used products) without needing to prove that the defect existed at the time of the sale. In fact, the lack of conformity is assumed to exist at the time of the sale of the good.
In the event of a lack of conformity, you have the right to ask the seller to repair or replace the goods, without needing to prove that the defect existed at the time of the sale.
However, the seller retains the possibility of refusing the solution chosen by the consumer if its cost is disproportionate compared to the solution not chosen.
If repair and replacement of the goods are impossible or if they cannot take place within one month following the complaint, you can:
– return the goods and have the price refunded (unless the lack of conformity is minor);
– or keep the item and have part of the price returned to you.
This solution may also concern cases where replacement or repair cannot be envisaged without major inconvenience for the consumer given the nature of the good and the intended use.
Repair or replacement of defective products must be at no cost to the consumer.
The part search can be done by the reference or by the brand and model of your device (see the nameplate of your machine).
Once you have entered the reference, for example “HTRT46”, a page is displayed with the photo of the device and the parts attached to it. Add your part(s) to the basket then validate it.
Subject to availability, the parts will be sent to you within 48 hours maximum.
To do so, at the bottom of the page, click on “Write to us” then choose the subject “Request information on a part”.
Indicate the reference and brand of the machine for which you are looking for a part by attaching a photo of your nameplate as well as information concerning the part (dimensions, photos).
When it is noted “Delivery from…”, the part is awaiting receipt at our premises. The date entered is an estimated arrival date.
You can also find this in your customer area, “My orders” section.
When paying by check or transfer, your order is only validated when we have received and processed your payment. The delay may therefore be longer.
Don’t hesitate to check your spam
Delivery times depend on the carriers.
For delivery to a relay point by DHL, the time is 3 to 7 working days from dispatch of the package.
For home delivery by DHL – GLS – FEDEX, the delivery time is 3 to 7 working days from dispatch of the package.
However, deadlines can sometimes be extended beyond our control.
Tracking is also available on our website in the “Account” area.
All you have to do is click on the link provided.
If it has not changed or your package appears as delivered but you do not have it in your possession, contact us directly.
You are a particular customer:
In accordance with the provisions of the Consumer Code, you have a period of 14 days from the date of delivery of your order to return any item that does not suit you and request an exchange or refund without penalty, at the except for return costs which remain your responsibility.
Returns must be made in their original condition and complete (packaging, accessories, instructions, etc.) allowing them to be re-marketed in new condition, accompanied by the purchase invoice.
If the item is returned incomplete or damaged, a non-reimbursement or a discount may be applied depending on the diagnosis carried out by our after-sales service which will be justified by sending you a document detailing this diagnosis.
The right of withdrawal can be exercised online. In this case, an acknowledgment of receipt on a durable medium will be immediately communicated to you.
Any other method of declaration of withdrawal is accepted. It must be unambiguous and express the desire to retract.
If the right of withdrawal is exercised within the aforementioned period, the price of the product(s) purchased and the delivery costs will be refunded. Return costs are your responsibility.
The refund will be made within an average of one month depending on the payment method used, after receipt of the products by us.
Return address :
Please contact our service for the address at [email protected]
According to article L221-28 of the Consumer Code, the right of withdrawal cannot be exercised for contracts:
-Sale of destocked products
-Supplies of products manufactured according to the buyer’s specifications
-Provision of work, maintenance, repairs, as well as installation services, once this work has been carried out.
You are a professional customer:
Being a professional purchasing within the framework and for the needs of your profession, there is no need to apply the right of withdrawal provided for by the Consumer Code.
