Terms and conditions

General Terms and Conditions of Sale

1. Preamble

The website www.palaisdurosaire.com (hereinafter “the Website”) is an e-commerce platform offering a remote ordering service followed by the preparation of products delivered by a carrier (hereinafter “the Service”), under the conditions defined below.

The company Rosaire Web Store operates the online sales activity marketing the products of the Palais du Rosaire. Its activity includes the creation, operation, and commercial management of the Palais du Rosaire online store named www.palaisdurosaire.com, including product sales and back-office operations in its name on behalf of its clients, as well as related activities such as website promotion and the marketing of the products sold.

2. Purpose

These general terms and conditions of sale are concluded between Rosaire Web Store, the issuer of the offer, and any adult individual (hereinafter “the Client”) located within one of the delivery zones served and wishing to make a purchase on the Website with a minimum order amount of €8 (goods including VAT, excluding shipping costs), concerning any item listed on the Website, whether the order was placed by telephone, fax, postal mail, email, or via the Internet.
The contract resulting from the Client’s confirmed order falls under the regulation of distance selling as set forth by the legislative and regulatory provisions in force in France at the time of the order, along with the provisions described below.

3. Acceptance of the Terms of Sale

By placing an order, the Client acknowledges accepting the General Terms and Conditions of Sale of the website palaisdurosaire.com. The Client certifies having the legal capacity to enter into a contract and acknowledges having read and accepted without restriction the general terms and conditions applicable at the time of placing the order.

These general terms and conditions of sale shall prevail over any other general or special conditions not expressly accepted by Rosaire Web Store.

The terms of sale apply to all orders placed while they remain posted online. Rosaire Web Store reserves the right to modify its terms of sale at any time without prior notice to the Client.
The applicable and binding conditions will be those in force at the time the Client validates their order on the Website.
These general terms complement the “Personal Data & Cookies” section applicable to the Client.

4. Products

Each product offered on the Website includes a detailed information sheet accessible by clicking on the product name or photograph. This sheet, drafted based on information provided by Rosaire Web Store, describes the essential characteristics of the selected product in accordance with Article L.111-1 of the French Consumer Code.
These indications aim to inform the Client as fully as possible, without being exhaustive, about the essential characteristics of the products. Derived primarily from information appearing on the product packaging, which may be modified by the manufacturer or supplier at any time, sometimes without notice, these indications may be subject to minor variations and therefore cannot replace the information on the product packaging, which shall prevail. The Client is invited to refer to the packaging, particularly in cases of food intolerance.

4.01. Promotional Benefits
The Client is informed that the Service may accept promotional benefits, if applicable, expressly made available for the Website and materialized, for example, by the use of a promotional code. Any discounts do not apply to crossed-out prices. Discounts and promotional advantages cannot be combined.

4.03. Availability
The product offers presented on the Website are valid while stocks last. It is possible that one or more products ordered on www.palaisdurosaire.com may be unavailable at the time the order is prepared. In such a case, the total amount of the Client’s order, which they validated, and the final amount invoiced will be recalculated to reflect the missing products and/or the substituted products—provided that such substitution, if previously accepted, is possible.

5. Orders

5.01 Access to the Service – Client Account

Purchasing the products and services offered on the Website requires that the Client has access to a computer and an Internet connection. Any connection fees and Website usage costs remain the Client’s sole responsibility.

Orders are placed on the WEBSITE at the following address: www.palaisdurosaire.com. The Client accepts the use of the Service provided by Rosaire Web Store as is.
The Client who wishes to use the Service expressly agrees not to use false information or information belonging to third parties.

5.02 Ordering Process

If the CLIENT wishes to purchase one or more items, they must select a model or reference, choose the quantity, then click “Add to cart”. The cart summarises the CLIENT’s selection and allows them to modify their order. • Once all products have been selected, the Client finalises their cart, modifies quantities if necessary, adds or removes products. The Client must then validate their cart by clicking “Checkout”; a summary of all order-related elements will then appear. All prices shown in this summary include VAT.

The Client may enter a promotional code if they have one. Only one code may be used per order. Promotional codes cannot be combined.
Once this step is completed, the Client must either create their personal Client Account (if they are a new Client) or log in using their existing account.

Step 2: Delivery for the “CART”
• Indicate the delivery method,
• Validate the delivery information, after checking the “delivery details” (address) for home delivery, by clicking the “Validate and continue” button.

Step 3: Order Summary and Payment
• A summary of all order-related elements will then appear.
• The Client accepts the general terms and conditions of sale by clicking on “Validate and Pay” / “Order with payment obligation”. From the moment the Client confirms their order by clicking this button, they are considered to have knowingly accepted the content and terms of the order, including the general terms and conditions of sale, and acknowledge that their order entails an obligation to pay.
• The Client must choose a payment method from those offered and proceed with payment. An order number will be assigned to the CLIENT. Rosaire Web Store will keep the order record as proof of the contractual relationship between the parties. The CLIENT will receive a confirmation or cancellation email after verification by the payment provider. In case of payment refusal, the order is not accepted, and the Client is informed via an on-screen message. They may also receive an email inviting them to contact Rosaire Web Store at 05 62 94 66 17 to arrange an alternative payment method.

The order will only be validated once the CLIENT has fully completed payment.
When the payment provider has given its approval, Rosaire Web Store confirms the order to the Client via email. This message summarises the total order amount, date, delivery deadlines and methods, and is valid subject to modification or availability under the conditions set out herein. Rosaire Web Store recommends that the Client keep this email on a paper or electronic medium. The order then takes the status “Confirmed”.

Rosaire Web Store reserves the right not to accept an order for a legitimate reason, such as a foreseeable issue regarding delivery, or an abnormal order. Any new order from a Client who has outstanding payments or disputes related to prior orders, or in cases of fraud or attempted fraud, may be refused. In such cases, Rosaire Web Store will inform the Client by any appropriate means.

5.03 Client Account

Any new Client must create a personal Client Account by entering their personal information in the registration form, including the mandatory fields: title, first name, last name, date of birth (optional), telephone number, valid email address, password, delivery address, city, and country.
For future visits or orders, the Client may access their account by entering their registered email address and password. If the Client forgets their password, they may click on “Forgot password”. After verifying their identity, the Client will receive a new password by email.
Once registered, the Client may at any time access the features of their Client Account, including:
• Personal information
• Current order: From the moment the order is validated and until delivery, the Client may consult their purchase list and track their order. The order may have several statuses: Confirmed, Payment accepted, In preparation, Shipped, Delivered.
• Order history
The Client is informed that if they fail to pay any amounts due for any order, Rosaire Web Store may immediately and automatically suspend their login credentials (email and password) and access to their account.

5.04 Order Limitations

For stock management reasons, Rosaire Web Store may limit the quantity of a given product that the Client may order.

6. Prices and Payment Terms

6.01 Prices

Rosaire Web Store has taken all reasonable precautions to ensure that the prices displayed on the Website are accurate. However, pricing errors may occasionally occur. In the event of a manifest pricing error, Rosaire Web Store reserves the right not to accept your order. If we discover a manifest pricing error before the products are dispatched, we may either inform you as soon as possible or decide to cancel your order. In the first case, we will offer you the option to reconfirm your order at the corrected price or cancel it. If we decide to cancel your order, we will refund or re-credit any amounts that may have been debited from your credit or payment card.

The prices of the products are those indicated on the Website on the date of the order.
Product prices are in euros, inclusive of VAT. They do not include shipping fees, which are charged in addition. Any change in the VAT rate may be reflected in the price of the products and services.
Shipping costs, which are added to the total order amount, are indicated in the order summary.
Rosaire Web Store reserves the right to modify its prices at any time, without prior notice, it being understood that the price indicated on the Website on the day of the order will be the only one applicable to the Client. The prices displayed on www.palaisdurosaire.com may differ from those practiced in Palais du Rosaire physical stores. By accepting the general terms and conditions of sale, the Client agrees to pay the price of the products as displayed on the Website on the day of the order.

Payment may be made as follows:

By bank card: the bank cards accepted by Rosaire Web Store are the following: Carte Bleue, Visa, MasterCard, issued by a banking or financial institution. When the Client communicates their credit card number, they authorize the debit of their account for the total amount of the order. All payment-related data transmissions are secured using standard Internet protocols, via the server of Rosaire Web Store’s payment provider, Banque Société Générale.

By PayPal: a payment service provider specializing in the issuance of electronic money between the Buyer and a third entity. PayPal ensures the confidentiality of the Buyer’s banking information. As a result, the Buyer’s financial information is never communicated to us. PayPal encrypts and protects the card number. The Buyer pays online simply by providing their email address and password.

For all payment methods, the total amount of the purchase must be paid in full and in a single installment on the day of the order. Orders will be validated and processed only after payment acceptance by the relevant banking centers (for payments by credit card) or after receipt of payment (PayPal).
The Client guarantees Rosaire Web Store that they have the necessary authorization to use the chosen payment method when placing the order. The products ordered remain the property of Rosaire Web Store until full payment has been received.

7. Delivery

7.01 Delivery Area

Transport conditions: Orders may be delivered in France, in EU countries, and outside the EU depending on the shipping rates indicated when choosing the delivery method. Rosaire Web Store reserves the right to choose the appropriate carrier. The geographic delivery area of each sale may vary depending on the distribution agreements of each listed supplier and the available delivery methods.

7.01.2 It is expressly agreed that ownership of the merchandise is transferred at the time of delivery by the chosen carrier. It is the responsibility of the Buyer to make any necessary reservations before accepting the delivery.

The products will be delivered to the address indicated by the CLIENT at the time the order is placed. Consequently, the details provided by the CLIENT are considered accurate and shall not engage the responsibility of Rosaire Web Store in the event of a dispute. Rosaire Web Store cannot be held responsible if delivery cannot be made due to an addressing error made by the Client. In such a case, the costs incurred for a new delivery will be borne by the Buyer and invoiced at their actual cost.

A parcel marked as delivered by the tracking system of La Poste or any other carrier chosen by the Client (which constitutes proof of delivery) cannot be subject to a claim with our services.

7.02 Delivery Times

Every order is important to us. We make every effort to ensure it is delivered as quickly as possible: Orders are generally processed within 48 business hours and handed over to our carriers within the following 24 hours.
The average delivery time is 72 hours (business days) for mainland France, except in cases of force majeure (strikes, weather events, administrative orders, or peak activity periods). We work with highly reliable carriers; however, as with any shipment, delays or loss may occur. Rosaire Web Store cannot be held responsible for delivery delays caused by the carrier.
In the event of a significant delivery delay, Rosaire Web Store asks the Client to report the delay by calling 05 62 92 25 00 or emailing service-client@palaisdurosaire.com. Rosaire Web Store will make every effort to facilitate delivery and will contact the carrier chosen by the Client to initiate an investigation. An investigation may take up to 30 days from its start date. If during this period the product is found, it will be shipped immediately to the Client’s address (as is the case most often). If, however, the product is not found after 30 days, we will request that the carrier declare the parcel lost. Only at that point may Rosaire Web Store send a replacement product at its own expense. If the product(s) are no longer available at that time, Rosaire Web Store will refund the amount of the product(s) considered lost by the carrier.

7.03 Delivery Methods

Delivery is carried out by Colissimo (La Poste), DPD, or GLS, depending on the options offered at checkout.

Free delivery in mainland France:

• By tracked letter: free for orders over €29, only for eligible items shipped under this format.
• To a pickup point: free for orders over €49, exclusively via DPD Relais or GLS Relais.
• Home delivery: free for orders over €59, exclusively via DPD Predict or GLS Home Delivery.

These free delivery offers do not apply to shipments made through Colissimo nor to orders exceeding a total weight of 26 kg. In such cases, shipping fees remain entirely at the Client’s expense.

Colissimo (La Poste): delivery takes place Monday through Saturday at the address indicated by the CLIENT. If the Client is absent and the mailbox does not allow delivery, the parcel will be dropped off at the nearest post office. The Client has 15 days to collect it. After this period, the parcel is returned to Rosaire Web Store, which may refund the order amount within 30 days, minus shipping fees.

DPD (Pickup Point and Predict): The CLIENT receives a tracking number when the order is shipped. If the Client is absent during home delivery, the parcel may be delivered to a partner pickup point. If not collected within the allotted timeframe, the parcel is returned to Rosaire Web Store, which may refund the order amount, minus shipping fees.

GLS (Pickup Point and Home Delivery): The CLIENT receives a tracking number when the order is shipped. In case of absence or failure to collect on time, the parcel is returned to Rosaire Web Store, which may refund the order amount, minus shipping fees.

7.04 Export Orders and Customs Duties

Any order shipped outside the European Union and French overseas territories will automatically be billed exclusive of tax. Import formalities, customs duties, and any applicable taxes related to delivery outside the EU or in French overseas territories are the sole responsibility of the Buyer. They must be paid to the relevant authorities of the destination country. The Buyer is solely responsible for verifying import regulations for the ordered products in the destination country. Rosaire Web Store is not required to verify or inform the Buyer of applicable customs duties or taxes. To obtain this information, Rosaire Web Store advises the Buyer to contact local authorities. By ordering on the Website, the Buyer is considered the official importer and must comply with all laws and regulations of the destination country. Cross-border shipments may be subject to customs inspections.

7.05 Damages

Receipt of products: The CLIENT is advised to check the condition of the products before signing the delivery slip, if applicable. Once the slip is signed, Rosaire Web Store will consider the goods as accepted in good condition.

8. Right of Withdrawal

8.01 Legal Withdrawal Period
In accordance with Articles L.221-18 et seq. of the French Consumer Code, the Client has a withdrawal period of fourteen (14) days from the date of receipt of the product to exercise their legal right of withdrawal and notify Rosaire Web Store of their intention to return the product.

8.02 Conditions for Exercising the Right of Withdrawal and Return Procedure
To do so, the Client must contact Customer Service within fourteen (14) days following receipt of the products, in particular by using the return form available on the Website. The right of withdrawal does not apply to items made to order, engraved, or personalized at the Client’s request. To use the return form, the Client must go to “My Account”, then “Order History and Details”, click on “Details”, select the product(s) to be returned, and then click on “Generate a return”.

We will receive an email notification informing us of your return request. We will then validate your return request, and you will receive an email notification indicating that your order status has been updated to “Awaiting parcel”. In accordance with Article L.221-23 of the French Consumer Code, return shipping costs remain the Client’s responsibility, except in cases of non-conformity or delivery error (in such cases, return costs will be covered by Rosaire Web Store).

The products must be returned (with all accessories and user manuals, where applicable) to the following address: Rosaire Web Store, Service retours, 64 Boulevard de la Grotte, 65100 Lourdes, France. Once the parcel has been received, you will be notified of its proper reception. From there, we may proceed with a full or partial refund, or send a replacement product depending on your request.

The product may also be returned in-store at the Palais du Rosaire in Lourdes, accompanied by its invoice and in perfect resale condition.
If the deadlines mentioned above are not respected, Rosaire Web Store will not be able to refund the Client. Products must also be accompanied by the return form downloadable from the Client’s account, specifying the order number. The Client is informed that using the return form facilitates the processing of the return by Rosaire Web Store, and is therefore encouraged to use it.
Return costs are always borne by the CLIENT. Refunds will be made by crediting the CLIENT’s bank card or by bank cheque.

Rosaire Web Store will defer the Client’s refund until the goods are received. In the event of a returned product that is damaged, incomplete, used, or personalized (engraving), the product will neither be exchanged nor refunded. The Client’s liability may only be incurred for depreciation of the product resulting from handling other than what is necessary to establish the nature, characteristics, and proper functioning of the product.

8.03 Products Excluded from the Legal Withdrawal Period
In accordance with Article L.221-28 of the French Consumer Code, the Client does not benefit from a right of withdrawal for products which, due to their nature, cannot be returned or may deteriorate or expire rapidly. In particular, this includes:
• goods whose original packaging has been opened, including any cosmetic product that has been opened or damaged by the Client after delivery, as they cannot be returned for hygiene or health protection reasons;
• audio or video recordings, or computer software that has been unsealed by the Client.

8.04 Exceptional Extension of the Return Period – Holiday Season
As an exceptional measure, Rosaire Web Store implements an extended return policy for the holiday season.

Thus, for any order placed between 15 November 2025 and 31 January 2026, the Client is authorized to return the eligible products until 31 January 2026.

This extension does not modify the legal withdrawal period of fourteen (14) days provided under Articles L.221-18 et seq. of the French Consumer Code. It constitutes an additional commercial measure allowing the Client to return products beyond the legal period, under the following conditions: products must be unopened, unused, in perfect condition, and returned in their original packaging with all accessories.
The exclusions listed in Article 8.03 of these General Terms and Conditions of Sale remain fully applicable.
The return procedure described in Article 8.02 remains unchanged. Returns must be sent to the following address:
Rosaire Web Store, Service retours, 64 Boulevard de la Grotte, 65100 Lourdes, France.

9. Warranty

9.01 Legal Warranty
All products supplied by the seller benefit from the legal warranty provided by Articles 1641 et seq. of the French Civil Code (warranty against hidden defects) and Articles L.217-1 to L.217-14 and L.411-1 to L.411-2 of the French Consumer Code (warranty of conformity).

In the event of non-conformity or hidden defect of a sold product, it may be returned for a refund in accordance with applicable regulations.

9.02 Exclusion of Warranty
Warranty does not cover products that have been modified, repaired, integrated, or added by the Client. The warranty will not apply to visible defects. The warranty does not cover products returned damaged during transport or due to improper use.

9.03 Mediation in Case of Dispute

In the event of an unresolved dispute, any Client may refer the matter to the Consumer Mediation Center of Judicial Conciliators, in accordance with Article L.612-1 of the French Consumer Code, at the following address: https://cm2c.net/

10. Liability

The products offered on the Website comply with French legislation and standards in force. Rosaire Web Store cannot be held responsible for the non-performance or improper performance of the contract concluded between the parties in the event of force majeure, an event attributable to the Buyer, or any unavoidable and unforeseeable inconvenience or damage inherent to the use of the Internet.

Rosaire Web Store shall not be held liable for any indirect damages that may arise from the purchase of the products.
In any event, the liability of Rosaire Web Store is limited to the reimbursement of the sums paid for the purchase of the goods, without prejudice to its rights and remedies.
The information provided by the Client when placing the order is binding on them.
The Client acknowledges that Rosaire Web Store has fulfilled all of its obligations regarding advice and information concerning the essential characteristics and operating procedures of the Website. The Client shall indemnify and hold Rosaire Web Store harmless from any claims that may arise in this regard.

Rosaire Web Store shall in no event be held liable:
• in the event of false information or input errors in the Client’s contact details;
• in the event of misuse of the Client’s login credentials or improper use of the ordering procedure;
• in the event of an obvious pricing error displaying an abnormally low price.

Rosaire Web Store, throughout all stages of the online sales process, is only bound by an obligation of means; it cannot be held liable for technical or material errors, nor for any direct or indirect damages such as data loss, intrusion, viruses, service interruption, involuntary problems, or force majeure events resulting from the use of the Internet or the Website.

Rosaire Web Store disclaims liability:
• for any interruption of the Website;
• for the occurrence of bugs;
• for any damage resulting from fraudulent intrusion by a third party that may lead to the alteration of information available on the Website;
• and more generally, for any direct or indirect damage, regardless of its cause, origin, nature, or consequences, caused due to anyone’s access to or inability to access the Website, as well as the use of the Website or reliance on any information originating directly or indirectly from it.

Furthermore, Rosaire Web Store shall not be held responsible for any proven or alleged damages or losses resulting from or connected to the access, use, or reliance on the content, goods, or services available on external sites or sources.

Rosaire Web Store shall in no way be held liable for damages of any kind resulting from improper use of the products sold.
Likewise, the liability of Rosaire Web Store cannot be invoked for any modifications to the products made by the manufacturers.

11. Contract Formation – Evidence

The formation of the contract is conventionally established at the moment Rosaire Web Store confirms acceptance of the Client’s order (“Confirmed” status), subject to actual payment. All data provided and the confirmation recorded by the Client in the automated systems of Rosaire Web Store are presumed to constitute proof of the transaction (order content, date) and of the Client’s definitive and immediate acceptance of entrusting the delivery of the order to Rosaire Web Store.

12. Intellectual Property

All elements (texts, logos, images, graphic or sound components, software, icons, layout, databases, etc.) contained on the Website and associated sites are protected by national and international intellectual property laws. These elements remain the exclusive property of Rosaire Web Store and/or its partners, who hold the corresponding intellectual property rights.
Any full or partial reproduction of this content is strictly prohibited and may constitute an act of counterfeiting.
It is also forbidden to decompile or disassemble the Website, use it for commercial or public presentation purposes, or infringe in any way the copyrights or intellectual property rights of Palais du Rosaire or its partners.

13. Personal Data

Rosaire Web Store considers the Client’s personal data — including first name, last name, postal address, telephone number, email address, payment card number, as well as any data communicated on the Website or generated through the Client’s browsing — to be confidential. In accordance with legal obligations, Rosaire Web Store stores this information securely and for limited durations, proportional to the purposes for which the data was provided; specifically, to process Client orders via the Website, enable access to Website services, send commercial offers from Rosaire Web Store that may be of interest to the Client, or respond to information requests submitted through forms or email, including via the “Contact” section or any equivalent section.

Certain fields on forms are mandatory and marked with an asterisk. If the Client chooses not to provide this information, Rosaire Web Store will not be able to process their request.

Use of Personal Data
Information collected through the forms completed by the Client, or through their use of the Website (browsing and connection data), is necessary to process the Client’s requests. It is intended for Rosaire Web Store, as data controller, for administrative and commercial management purposes, and for its contractual partners involved in providing the services offered, notably for home delivery of products.
This information also enables Rosaire Web Store to send the Client, via email, commercial offers relating to its products and services that may be of interest.\ The Client may, at any time, request to stop receiving such messages by clicking the unsubscribe link included in each email, or by contacting Rosaire Web Store at the address provided below.

In compliance with the French Data Protection Act of January 6, 1978, as amended, all automated processing of personal data carried out via the Website has been declared to the French Data Protection Authority (CNIL).

Right of Access
Any information, including a copy of personal data collected or generated before, during, or after the processing described above, may be communicated to individuals exercising their right of access. A copy of the Client’s personal data is provided free of charge, unless the request is manifestly unfounded or excessive, in particular due to its repetitive or systematic nature. Rosaire Web Store may also verify the identity of any person requesting access or corrections.
The Client may exercise their rights of access, rectification, deletion of their data, or object to the use of their data for commercial prospecting, in accordance with the amended French Data Protection Act 78-17 of January 6, 1978, by sending a request to: service-client@palaisdurosaire.com

Order-related information is stored and archived for a maximum duration of 10 years and may be used as evidence in case of dispute.

Cookies
Traffic data and cookies placed on the Client’s computer by Rosaire Web Store aim to: recognize the Client during future visits, personalize the Website in the Client’s name, secure transactions, temporarily store the items the Client wishes to order, and enable Rosaire Web Store to perform internal analyses of page traffic to improve content.
Browsing data is not processed in a personally identifiable manner; instead, aggregated statistics are used to determine the most visited pages, navigation paths, activity levels by day and time, and main client or server errors.
Without cookies, Rosaire Web Store cannot guarantee certain functionalities. If Clients do not delete cookies (via their browser settings), they may remain stored permanently.
Rosaire Web Store informs Clients that they may disable cookies by setting their browser to “private” or “privacy” mode.

14. Applicable Law

The present online terms and conditions of sale are governed by French law. In the absence of an amicable resolution, disputes relating to orders placed on the Website fall under the exclusive jurisdiction of French courts, notwithstanding multiple defendants or third-party claims.
Without prejudice to any legal action, Rosaire Web Store is not obliged to grant the Client any promotional discount (referral vouchers, free delivery, etc.) if it is established that the Client has acted fraudulently in any way.
Furthermore, in accordance with Article L.616-2 of the French Consumer Code, Rosaire Web Store informs the Client of the existence of the platform established by the European Commission for collecting potential disputes arising from online purchases by European consumers and forwarding them to the relevant national mediators. This platform is accessible at: https://ec.europa.eu/consumers/odr/