Terms of sale

Terms and Conditions of Sale

Article 1 – Definitions

These Terms and Conditions of Sale (hereinafter the "Terms") are provided by Guillaume Landeau, trading as Romy & Hazel (hereinafter the "Seller").

The following terms are used throughout:

"Site": the website "https://romyandhazel.com" and all of its pages, the exclusive property of the Seller.

"Products" or "Services": all products (goods) and services that may be purchased or subscribed to on the Site.

"Seller": Romy & Hazel, a natural person offering Products or Services on the Site.

"Customer": the internet user, whether an individual or a business, purchasing Product(s) or Service(s) on the Site.

"Consumer": in accordance with the definition applicable under French consumer law: "any natural person acting for purposes which are outside their trade, business, craft, or profession."

Any internet user visiting the Site who is interested in the Products and Services offered by the Seller is invited to read these Terms carefully, to print and/or save them on a durable medium, before placing an order on the Site.

The Customer acknowledges having read the Terms and accepts them in full.

Article 2 – Application of the Terms and Purpose of the Site

The Seller reserves the right to amend the Terms at any time by publishing a new version on the Site.

The Terms applicable to the Customer are those in effect on the day the order is placed on the Site.

Legal information concerning the host and publisher of the Site, the collection and processing of personal data, and the terms of use of the Site are provided in the Terms of Use, the Legal Notice, and the Privacy Policy of this Site.

This Site offers the online sale of beauty and skincare products.

The Site is freely and openly accessible to any Customer. The purchase of a Product or Service implies the Customer's acceptance of these Terms in full, and the Customer thereby acknowledges having fully read them. This acceptance may, for example, take the form of the Customer ticking a box next to a statement such as "I acknowledge that I have read and accepted the Terms and Conditions of the Site." Ticking this box shall be deemed to have the same value as a handwritten signature by the Customer.

Acceptance of these Terms requires that the Customer has the necessary legal capacity to do so. If the Customer is a minor or otherwise lacks such legal capacity, they declare that they have the authorisation of a guardian or legal representative.

The Customer acknowledges the evidentiary value of the Seller's automatic recording systems and, unless proven otherwise, waives the right to dispute them in the event of a dispute.

Any order for Products implies the Customer's unconditional acceptance of, and full adherence to, these Terms, which take precedence over any other document: catalogues, advertisements, leaflets, except where expressly and previously agreed otherwise by the Seller.

Article 3 – Customer Service

The customer service of this Site can be reached by email at "contact@romyandhazel.com", via a contact form, or by post at the address indicated in the Legal Notice. The Customer must include their first name, last name, the subject of their request, and their order number in the email.

For any business enquiries (partnerships, media, contract proposals), the Seller can only be reached by email at contact@romyandhazel.com.

Article 4 – Order Process and Purchase Procedure

The Products and Services offered are those listed in the catalogue published on the Site. Each product is accompanied by a description prepared by the Seller based on the information provided by the supplier.

Photos shown on the Site are not contractually binding and may vary noticeably from the actual products. These variations may result from screen and camera settings, product lighting, angle of the shot, etc.

"Cart" is defined below as the intangible object grouping together all Products or Services selected by the Customer on the Site with a view to purchase, by clicking on those items. To place an order, the Customer selects the Product(s) they wish to order by adding them to their "Cart," the contents of which may be modified at any time.

The Customer places the Order via the Site: the Customer registers and confirms the Order on the Site.
To place an order on the Site, the Customer freely selects one or more Products from the Site's catalogue, by clicking the "Add to Cart" button. On the "Cart" page, the Customer can review the details of their Order and correct any errors before confirming it.
On the "Information" page, the Customer must enter their contact details. They may opt in to order tracking by email by ticking the relevant box.
On the "Shipping" page, the Customer must select their preferred shipping method from those offered.
On the "Payment" page, the Customer must enter their payment details and billing address. The Customer may also enter a promotional code if they have one.
A full summary of the Order will then appear. The Customer may modify any element of the Order before finalising it. The Customer is responsible for any errors relating to the Order, the Products, or their contact information.
The sale is validly formed once the Customer has confirmed the Order by clicking the "Complete my order" button, has accepted the Terms and Conditions of Sale, and has completed payment according to the method chosen, subject to the right of withdrawal.
The date on which the order is validated corresponds to the date on which full payment of the total price (including tax) is confirmed as received.

Article 5 – Price and Payment Terms

Unless otherwise stated, prices shown in the catalogue are in Pounds Sterling (GBP), inclusive of all taxes (VAT applicable on the day of the order), and exclusive of any applicable handling and shipping fees.

Romy & Hazel reserves the right to pass on any change in the VAT rate to the price of Products or Services. The Seller also reserves the right to change prices at any time. However, the price shown in the catalogue on the day of the order will be the only price applicable to the Customer.

The Customer may place an order on this Site and make payment by Credit/Debit Card or PayPal. Card payments are processed via secure transactions provided by an online payment platform provider.

This Site does not have access to any of the Customer's payment method data. Payment is made directly between the Customer and the bank or payment provider receiving the payment. In the case of payment by bank transfer, the delivery times set out in the "Delivery" article of these Terms only begin from the date the Seller actually receives payment, which the Seller may prove by any means. Product availability is indicated on the Site, on each Product's description page.

Romy & Hazel will archive order forms and invoices on a reliable and durable medium constituting a faithful copy. Computerised records will be considered by the parties as proof of communications, orders, payments, and transactions between the parties.

Article 6 – Delivery

Delivery costs will be indicated to the Customer before any payment is made. The Site has no geographical delivery restrictions; orders may be shipped anywhere in the world. Delivery times indicated when ordering are provided for information only and remain subject to potential delays caused by postal services or other specific circumstances preventing delivery (strikes, severe weather, etc.).

Where a Product is delivered outside the European Union, the Customer is deemed to be the importer of the Product and accepts that, in such cases, the Seller may be materially unable to provide accurate information regarding the total amount of customs duties, formalities, or import taxes applicable in the country of delivery.

For deliveries to the United Kingdom: in accordance with UK low-value consignment rules, UK VAT is included in the displayed price and collected by the Seller at checkout for parcels with a value of £135 or less. For parcels exceeding this value, standard UK import procedures apply, and any customs duties or additional import charges are the responsibility of the Customer as importer.

Unless otherwise stated on the Site during the order process or in the description of the Products ordered, the Seller undertakes in all cases to deliver Products within a maximum of thirty (30) days following the conclusion of the contract with a Consumer Customer.

For hand-delivered parcels, the Customer may refuse a parcel at the time of delivery if they notice an anomaly (damage, missing Product compared to the delivery note, damaged parcel, broken Products, etc.); any such anomaly must be noted by the Customer on the delivery note, in the form of handwritten reservations, accompanied by the Customer's signature. To exercise this right of refusal, the Customer must open the damaged or defective parcel(s) in the presence of the carrier and have the carrier take back the damaged goods. For parcels delivered to a mailbox, the Customer agrees to check the parcel immediately and to contact Romy & Hazel's support team if any anomaly is noticed. Failure to comply with these requirements will mean the Customer cannot exercise their right of refusal, and the Seller will not be obliged to grant the Customer's request to exercise this right.

If the Customer's parcel is returned to the Seller by the postal service or other carriers, the Seller will contact the Customer upon receipt of the returned parcel to ask how they would like to proceed with their order. If the Customer refused the parcel by mistake, they may request that it be resent, subject to payment in advance of the postage costs for the new shipment. Postage costs must be paid even for orders where shipping was originally offered free of charge.

In the event of a delivery error or exchange (where the right of withdrawal applies, i.e. where the Customer is a Consumer and the contract entered into to acquire the Product or Service allows for withdrawal), any product to be exchanged or refunded must be returned to the Seller in full and in perfect condition. Any defect resulting from mishandling or misuse by the Customer cannot be attributed to the Seller.

Any delivery delay beyond the date or timeframe indicated to the Consumer Customer when ordering, or, in the absence of a stated date or timeframe, exceeding thirty (30) days from the conclusion of the contract, may entitle the Consumer Customer to cancel the sale, upon written request sent by registered letter with acknowledgement of receipt, provided that the Customer has first formally requested delivery from the Seller and the Seller has failed to comply. The Consumer Customer will then be refunded, no later than fourteen (14) days after the date the contract was terminated, for the full amount paid. This clause does not apply where the delivery delay is due to a case of force majeure.

Special case of a parcel whose tracking number shows "delivered" but which has not been received in the mailbox: if the Customer notices and informs the Seller that the parcel is not in their mailbox despite the tracking number showing "delivered," customer service may request further information as well as an official document from the postal carrier addressing the claim relating to the relevant tracking number. The Seller will then do everything possible to ensure Customer satisfaction, including, in particular, immediately resending the products at its own expense.

Article 7 – Right of Withdrawal and Withdrawal Form

The Consumer Customer has fourteen (14) working days from the date of receipt of their order to withdraw from the purchase. They must return any product that does not suit them and request an exchange or refund, free of penalties (except for return shipping costs), within fourteen days of Romy & Hazel receiving the refund request.

The Product must be returned in perfect condition, in its original sealed packaging and unused. It is understood that the Customer will bear the cost of returning the Product in the event of withdrawal.

The Customer is advised to return the item using a trackable shipping method. Otherwise, if the returned parcel does not reach the Seller, it will not be possible to launch an investigation with the postal service to locate it.

The refund will be made using the same payment method used by the Customer for the original transaction, unless the Customer expressly agrees to the Seller using a different payment method, and provided that the refund does not incur any cost to the Customer.

The Seller also reserves the right to delay the refund until the Product has been received, or until the Customer has demonstrated that they have shipped the Product, if no such proof has previously been provided.

Where Products are depreciated in value as a result of handling beyond what is necessary to establish the nature, characteristics, and proper functioning of the Product(s), the Customer's liability may be engaged.

Withdrawal Form

(Please complete and return this form only if you wish to withdraw from the contract.)

To the attention of: Romy & Hazel

I/we () hereby notify you of my/our () withdrawal from the contract for the sale of the goods below:

Order number:
Full name:
Phone number:
Email address:
Postal address:
Reason for the claim:

Exchange* (please state the desired product)
Refund* (please attach full bank details — account number and sort code, or IBAN/BIC)
Signature of Customer(s) (only if this form is submitted on paper):
Date:

(*) Delete as appropriate.

Article 8 – Product Warranty

The legal guarantee of conformity applies independently of any commercial warranty that may be granted.

The consumer may decide to invoke the warranty against hidden defects in the item sold, in accordance with applicable French civil law, unless the Seller has stipulated that no such warranty applies; in the event this warranty is invoked, the buyer may choose between rescission of the sale or a reduction in the sale price. The buyer has two years from the discovery of the defect to act.

Legal Guarantee of Conformity

The Seller is required to deliver goods that conform to the contract entered into with the Consumer Customer and to address any lack of conformity existing at the time the Product is delivered. However, it is the Customer's responsibility to prove that the defect existed at the time the Product came into their possession. In the event of a lack of conformity, the buyer chooses between repair and replacement of the goods, unless this choice entails a cost clearly disproportionate to the other option.

Legal Guarantee Against Hidden Defects

In the event of non-conformity of a delivered Product, it may be returned to the Seller, who will arrange for an exchange. Where an exchange is not possible, the Customer will be refunded by cheque or bank transfer. The costs of the exchange or refund process (including return shipping costs) will then be borne by the Seller.

Article 9 – Liability

Romy & Hazel cannot be held liable for failure to perform the contract due to a case of force majeure, nor for indirect damages, loss of business, or loss of profit. The choice and purchase of a Product or Service is the sole responsibility of the Customer. Romy & Hazel shall not be liable for direct or indirect damage resulting from use (or inability to use) the Site, technical malfunction, or the content of external links accessible from the Site.

Article 10 – Force Majeure

Events beyond the reasonable control of the parties which could not reasonably be foreseen or overcome shall be considered force majeure. Beyond ninety (90) calendar days of persistent force majeure, either party may cancel the Order and terminate the contract by registered letter, without either party being entitled to damages.

Article 11 – Intellectual Property Rights

All elements of this Site (structure, text, images, logo, software) belong to the Seller or are used with authorisation. Any reproduction, use, or redistribution without prior written consent is prohibited and constitutes infringement, punishable under intellectual property law.

Article 12 – Processing of Personal Data

The Seller collects Customer data to process orders, manage the customer relationship, and improve the Site. Data is processed by contracted service providers and the hosting provider, Shopify Inc., and retained for no longer than five (5) years. In accordance with applicable data protection law (UK GDPR and EU GDPR, as applicable), the Customer has a right of access, rectification, deletion, and objection, exercisable by email at contact@romyandhazel.com.

Article 13 – Comments and Other User Submissions

Any comments, ideas, or suggestions sent by the Customer may be used, edited, published, or distributed by the Seller without compensation or confidentiality obligation. The Customer is fully responsible for the content and accuracy of their submissions and agrees not to include unlawful, offensive, or infringing content.

Article 14 – Severability

If any provision of these Terms is found unlawful or unenforceable, it shall be severed without affecting the validity of the remaining provisions. These Terms supersede all prior agreements and may not be assigned by the Customer.

Article 15 – Governing Law and Mediation

These Terms and Conditions of Sale are governed by French law. In the event of a dispute, the Customer may request mediation via the European Commission's online dispute resolution platform (https://ec.europa.eu/consumers/odr/), through a mediator approved by the Commission d'Évaluation et de Contrôle de la Médiation de la Consommation (CECMC). Mediation is free of charge for the Customer. Participation in mediation does not exclude court proceedings; jurisdiction in that case is granted to the competent French courts (Paris).

The Seller reserves the right to bring criminal proceedings against any attempted fraudulent purchase or payment using a blocked, disputed, stolen, or falsified card.