Legal Notices and General Terms and Conditions of Sale

This website is published and operated by Elhée SAS, a company with a share capital of €110,000
Registered office: 4 rue Clara Belle, 38160 Saint-Marcellin (France)
Registered with the Grenoble Trade and Companies Register under number 842 142 028
Intra-Community VAT No.: FR 83842142028
SIRET: 84214202800013
Publisher: Allison Piraud

Élhée is a trademark registered with INPI. The entire website is the exclusive property of Élhée. Despite the utmost care taken in creating and regularly updating this website, errors may have crept into the information and/or documents presented. If you notice any, please report it by email to: contact@elhee.com so that we can make the corresponding corrections as soon as possible.

Personal data collected on this website is processed in accordance with applicable regulations, notably Regulation (EU) 2016/679 (GDPR) and the amended “Data Protection Act”. Users have the right to access, rectify, erase, object to, restrict processing of, and port their data, which they may exercise at any time by contacting: contact@elhee.com or by post at: ÉLHÉE, Service Clients, 4 rue Clara Belle, 38160 Saint-Marcellin, France.

Élhée maintains a processing register and implements security measures designed to protect personal data. For any questions regarding data protection, you can also contact: contact@elhee.com.


GENERAL TERMS AND CONDITIONS OF SALE

PREAMBLE

This website elhee.com is operated by the company Élhée SAS, a simplified joint-stock company with a share capital of €110,000, whose registered office is located at 4 rue Clara Belle, 38160 Saint-Marcellin, France, registered with the Grenoble Trade and Companies Register under number 842 142 028.

These General Terms and Conditions of Sale (hereinafter "GTC") apply, without restriction or reservation, to all sales concluded by Élhée to consumers, non-business individuals wishing to purchase the products offered for sale on the website www.elhee.com.

They are intended to define the respective rights and obligations of the parties in the context of the online sale of products offered by Élhée to consumers.

ARTICLE 1: ENTIRETY

These General Terms and Conditions of Sale define all the rights and obligations of the parties in the context of the online sale of products offered by Élhée.


They constitute the entire agreement between Élhée and the Customer. By confirming their order on the website, the Customer acknowledges having read and accepted these General Terms and Conditions of Sale prior to the conclusion of the order.

ARTICLE 2: PURPOSE

These General Terms and Conditions of Sale are intended to define the respective rights and obligations of the company Élhée and the consumer Customer in the context of the online sale of products offered by Élhée on the website www.elhee.com.
They apply to all stages of the transaction, from the order to the delivery of the products, including payment and, where applicable, the use of associated services offered by Élhée.

ARTICLE 3: SCOPE

These General Terms and Conditions of Sale apply to all product sales carried out by the company Élhée to consumers on the website, on the day the Customer places the online order. They can be viewed at any time on the website and shall prevail, where applicable, over any other version or any other contradictory document. The GTC applicable are those in force on the date the Customer confirms the order.

ARTICLE 4: ORDER

CAPACITY TO CONTRACT


Every Customer of the company Élhée declares having the legal capacity to enter into a contract, i.e. being an adult or an emancipated minor. Élhée can never refuse a consumer's order due to a past dispute related to another order. The Customer benefits from all the rights provided by the Consumer Code, without limitation related to previous disputes.

CUSTOMER ACCEPTANCE OF THE CONDITIONS

These General Terms and Conditions of Sale are accessible at any time on the elhee.com website. Upon request, they can also be sent free of charge by email. By confirming their order by checking the box "I accept the General Terms and Conditions of Sale", the Customer acknowledges having read and understood these conditions. This confirmation constitutes acceptance of the GTC, while retaining their full right of withdrawal, in accordance with applicable legal provisions.

The Customer can contact Customer Service at any time to obtain additional information or clarification on their rights.

PLACING AN ORDER

The Customer can place an order on the website 24 hours a day, 7 days a week. The ordering process consists of several simple steps:

  1. Select the products and their options (color, size, volume, etc.);

  2. Check and indicate the desired quantities;

  3. Log in with their personal email address and password or provide the information necessary for online registration;

  4. Provide complete delivery information, including any access restrictions (building, floor, access code, etc.);

  5. Choose the delivery method;

  6. Choose the payment method and confirm the order on the secure interface.

Cancellation or modification: The Customer can modify or cancel their order at any time before shipment, without justification and free of charge.

ORDER CONFIRMATION

Upon confirming their order, the Customer receives an email confirmation summarizing the products, quantities, delivery address, and payment method. The Customer is invited to check the accuracy of the information provided and to report any error to Élhée Customer Service as soon as possible.

Correction of errors and reshipment:

  • If an error or omission affects the delivery and is not attributable to the Customer, Élhée will cover the correction or reshipment costs.

  • If the product is damaged or missing, Élhée will arrange the free replacement of the product concerned.

This confirmation constitutes proof of the order, while leaving the Customer with all their legal rights, notably the right of withdrawal, the right to exchange or refund.


ORDER TRACKING

The Customer can at any time view the status of their order from the “My account” section on the website. This tracking allows them to know: the processing status of the order; the shipment and delivery of the products.

Tracking information is provided in real time from the services of partner carriers. In case of unavailability or error in this information, the Customer can contact Élhée Customer Service, which will assist them free of charge to: locate their package, arrange a new delivery or replacement in case of a problem, answer any questions regarding the shipment. Élhée does everything possible to guarantee the reliability and clarity of tracking information, and to ensure the delivery and in the best possible time of all ordered products.


PROOF OF ORDER

The computerized records kept in the computer systems of Élhée, under reasonable security conditions, constitute proof of the communications, orders, and payments between the parties. Order forms and invoices are archived on reliable and durable media and can be viewed or transmitted to the Customer upon request. The Customer can contest any information relating to their order and ask Élhée for copies of their proof to assert their rights.

ARTICLE 5: PRODUCT INFORMATION

ARTICLE 5 – PRODUCT INFORMATION

5.1 – Product characteristics

The information, characteristics, photographs, and illustrations presented on the website or in electronic communications sent by Élhée are provided with the utmost care to inform the Customer accurately and completely about the products offered. Each product sheet indicates the essential characteristics in accordance with Article L.111-1 of the Consumer Code.

5.2 – Variations and conformity

The Customer is informed that the packaging, illustrations, or presentation may slightly differ from those displayed on the website or in communications, without changing the content or essential characteristics of the product.
In case of a product delivered non-compliant with the description, Élhée undertakes to offer free of charge an exchange, replacement, or full refund of the product concerned.

5.3 – Information guarantee

The information provided does not affect the consumer's legal rights in any way, notably the legal guarantees of conformity and against hidden defects. The Customer can contact Customer Service at any time by email, chat, or phone for any questions regarding product characteristics. Élhée does everything possible to maintain the availability of the products offered on the website, but this may vary depending on the stocks available at Élhée or its suppliers.

  • Availability information is indicated on the product sheet and in the cart summary (e.g.: “in stock”, “4 to 8 days”, “1 to 2 weeks”, “Product not available”).

  • In case of unavailability of an ordered product, Élhée immediately informs the Customer by email or phone.

Customer rights in case of unavailability:

  • The Customer can request the cancellation of the order without cost or penalty, with a full refund of the amounts paid within 14 days.

  • The Customer can also request the exchange of the unavailable product for another available product.

  • Any modification of the assortment or variation in availability does not affect the Customer's legal rights in any way.

Shipping times:

The times indicated on the website are for guidance only. In case of prolonged delay, Élhée informs the Customer by email and offers a refund, exchange, or another solution in accordance with the Customer's choice.

Force majeure and events beyond Élhée's control:

In case of exceptional circumstances (force majeure, postal or transport service disruptions or strikes, flood, fire, etc.), Élhée will inform the Customer as soon as possible and offer suitable solutions (postponement, exchange, or refund). In all cases, the Customer retains their full rights to refund, exchange, or cancellation.

ARTICLE 6: PRICE

ARTICLE 6 – PRICE

6.1 – Product prices

Product prices are indicated in euros including all taxes (TTC) and include the French VAT applicable on the day of the order.
The price indicated at the time of order confirmation is firm and final: it cannot under any circumstances be modified after confirmation by the Customer.

6.2 – Additional costs

Prices do not include: delivery costs, gift wrapping costs, any possible discounts or promotional offers. All these costs are clearly indicated before the final confirmation of the order, so that the Customer knows the total amount to be paid.

6.3 – VAT and tax variation

In case of a legal modification of the VAT rate, the price of the products available on the website will be adjusted for orders placed after this modification.
Any new tax or contribution (environmental or otherwise) applicable to the products will be clearly announced before order confirmation, and cannot modify the price of an already confirmed order.

6.4 – Orders outside the European Union

For orders destined for countries outside the European Union: Prices are indicated excluding taxes (HT) and do not include French VAT. The Customer is informed that local taxes and customs duties may apply in their country, and that these costs are their responsibility. These costs are clearly communicated before order confirmation.

6.5 – Pricing errors

In case of an obvious error in the price indicated on the website, the Customer will be immediately informed and can: confirm their order at the correct price, or cancel their order without cost or penalty, with a full refund if payment had already been made.

ARTICLE 7 – PAYMENT

7.1 – Payment methods

The Customer can pay their order online by bank card (Carte Bleue, Visa, Eurocard-Mastercard, Bancontact), check, or via PayPal. Payment is secured thanks to the SSL (Secure Socket Layer) protocol, which encrypts banking information during transmission. The transaction is carried out via the partner bank CIC, which alone has access to banking data.

7.2 – Security and confidentiality

Élhée makes every effort to ensure the security and confidentiality of the Customer's banking information. No banking data is stored on the website's servers.

7.3 – Validation and verification

In certain cases, to secure the transaction and prevent any fraudulent use of banking details, Élhée may ask the Customer to provide a piece of identification and proof of address. The order will be validated upon receipt and verification of these documents. If the Customer cannot provide these documents, they may cancel their order free of charge, and will be fully refunded for any payment already made.

7.4 – Customer rights

The order is considered confirmed at the time the payment is validated on the website. The Customer retains all their legal rights (withdrawal, refund, exchange), even in the event of a verification procedure. No restriction related to a past dispute can block the payment or delivery of an order.

INVOICE

The order form issued online or the order confirmation sent by email does not replace the official invoice. The Customer can access the original of their invoice at any time from their online account. The invoice is not attached to the package, but can be downloaded or printed from the order tracking, or sent to them upon request by email or by post . In the event of delivery to an address other than the billing address, the invoice remains available in the Customer's online account, and can be sent by email upon request. Élhée keeps an electronic copy of each invoice for any future proof or reference.


TRANSFER OF OWNERSHIP

Ownership of the products is transferred to the Customer upon full payment of the order. However, the risks of loss, theft, or deterioration of the products during transport are covered by Élhée until actual delivery to the Customer at the indicated address. In the event of a damaged, lost, or incorrectly delivered product, the Customer is entitled to a free replacement, exchange, or full refund. This provision in no way limits the Customer's legal rights regarding the guarantee of conformity and hidden defects.

ARTICLE 8: DELIVERY

DELIVERY AREAS

Élhée delivers its products in metropolitan France, Corsica and Monaco, certain European countries, and the rest of the world. For any delivery in a specific country, the Customer can contact Élhée Customer Service by email, chat or phone to obtain all information on delivery times, costs and conditions.

Orders outside the European Union

For deliveries outside the European Union, customs duties, local taxes or import fees may be required by the authorities of the destination country. These fees, independent of Élhée, remain the responsibility of the Customer. We recommend the Customer to inquire with the local customs authorities before validating their order

DELIVERY SERVICES

The products are delivered to the address indicated by the Customer when placing their order. The Customer is invited to check the accuracy of their information at the time of the order. In the event of an error or omission in the delivery address that is not attributable to the Customer, Élhée covers all re-shipping costs free of charge. In the event of a delay or delivery problem related to the carrier, Élhée assists the Customer free of charge to locate the package and organize a new delivery or a product replacement if necessary. The Customer is informed that certain delays may occur due to exceptional circumstances (strikes, postal service or transport disruptions, bad weather, force majeure), but they fully retain their rights to replacement, refund or exchange of the products.

SHIPPING TIMES

Orders placed on the Elhée website are picked up every day from Monday to Friday (excluding public holidays). Élhée does its best to prepare and ship orders within 1 business day, but some items may require 1 to 5 business days due to their availability or preparation. Upon sending the shipping confirmation email, the Customer can refer to the times announced by the carrier. The indicated times do not include Saturdays, Sundays and public holidays.

Orders with partially available products:

If an order contains both available and unavailable products, Élhée ships the order as soon as all products are available, unless otherwise indicated by the Customer. If the Customer wishes to receive the available products immediately, it is recommended to place a separate order for these items.

Delays:

In the event of a delay exceeding the indicated times, the Customer will be informed immediately and can choose between: waiting for the complete delivery, receiving the available products immediately, or canceling the order and obtaining a full refund.

TRANSPORT TIMES

Transport times depend on the carrier chosen by the Customer and the delivery location. Élhée provides the times announced by the chosen carrier as an indication. These times do not include Saturdays, Sundays and public holidays. Shipping costs are calculated based on the delivery country and the selected mode of transport. The final amount is communicated before order validation. In the event of a delivery delay exceeding the announced times, Élhée contacts the Customer to inform them and offer a suitable solution, among which: waiting for the delivery, sending a replacement solution if possible, or canceling the order with a full refund of the amounts paid.

Élhée makes every effort to ensure that the transport of products is carried out as quickly as possible and in complete safety.

DELIVERY TIME

Available products: the delivery time corresponds to that indicated when choosing the delivery method at the time of the order.

Products on order or unavailable: the delivery time corresponds to that indicated on the product sheet at the time of the order.

If, for whatever reason, Élhée cannot meet the announced time, the Customer will be informed immediately and Élhée will offer a suitable solution, among which: waiting for the delivery with active tracking, receiving a replacement product if available, or canceling the order with an immediate full refund. These provisions in no way limit the Customer's legal rights, notably the rights of withdrawal and guarantee.

DELIVERY METHODS IN METROPOLITAN FRANCE

Standard Delivery by Colissimo (usually observed time 72h)

This delivery method allows the Customer to receive their package within 48 to 72 hours from shipping, excluding order preparation time (1 to 5 business days).

  • Deliveries are carried out from Monday to Friday, except public holidays.

  • Delivery costs are clearly indicated to the Customer before order validation, based on the weight and total volume of the ordered items.

  • The package is taken over by La Poste and delivered to the address indicated by the Customer.

  • In case of absence, a delivery notice is left, allowing the Customer to pick up their package at the nearest post office. Packages are held for 15 calendar days.

Non-pickup or return of the package:

  • If the Customer cannot pick up their package within the allotted time, Élhée will take charge of the return of the products and will proceed to a full refund of the price of the products and the initial delivery costs.

  • The Customer's legal rights, notably regarding withdrawal and refund, are fully preserved.

Delivery by UPS and DHL

This delivery method allows the Customer to receive their package within 48 hours from shipping, excluding order preparation time (1 to 2 business days). Deliveries are carried out from Monday to Friday, except public holidays. Delivery costs are calculated based on the weight and total volume of the items and are clearly communicated before order validation.

Delivery conditions:

The Customer must provide complete and accurate information about the delivery location (address, access code, floor, phone number). In case of absence, the delivery person leaves a delivery notice. The Customer can contact the carrier to arrange a new delivery date. If the delivery fails after several attempts for reasons not attributable to the Customer, the package is returned to Élhée, which proceeds to a full refund of the price of the products and delivery costs.

Times and delays:

  • The announced times are indicative and generally observed, but any delivery delay does not deprive the Customer of their rights to replacement, refund or exchange of the products.

  • Élhée undertakes to actively assist the Customer to resolve any problem related to the delivery and to take charge of any additional costs related to a new shipment if necessary.

DELIVERY METHODS OUTSIDE METROPOLITAN FRANCE

In Europe and internationally, deliveries are carried out via various partner carriers (Colissimo, UPS, DHL…). Delivery costs depend on the destination country, the weight and volume of the items, and are clearly communicated to the Customer before the final validation of the order. Delivery times are indicative and communicated by the chosen carrier. Élhée makes every effort to inform the Customer of any delay or problem and offer suitable solutions.

Orders outside the European Union:

Orders outside the EU are not subject to French VAT, but may be subject to local taxes and customs duties applicable in the delivery country. Élhée informs the Customer of these taxes or fees before order validation, and the Customer must pay them directly to the carrier. Élhée can provide assistance and advice to facilitate customs formalities.

Assistance and Customer rights:

In case of a problem related to the delivery or customs formalities, the Customer can contact Élhée Customer Service, which undertakes to provide assistance and suitable solutions. The Customer's legal rights, notably for the replacement, exchange or refund of the products, are fully preserved even in the event of international delivery.

PACKAGING

The products are packaged by Élhée to ensure their optimal protection during transport and respect the standards in force. In case of return for after-sales service or withdrawal, the Customer is invited to pack the product properly to avoid any damage during transport. If a returned product is damaged due to insufficient packaging provided by the Customer, Élhée will offer a suitable solution, for example a partial refund or an exchange. In all other cases, the Customer benefits from a full refund of the returned product in accordance with the legislation in force. Élhée makes simple advice available to help the Customer to pack the products correctly during a return.

DELIVERY DELAYS RELATED TO THE CARRIER

In case of a delivery delay, the Customer can contact the carrier or their distribution office (ex: La Poste) to check if the package is held. The Customer can also contact Élhée Customer Service by email or phone to open a search or dispute file. In case of an abnormal delay or suspicion of loss, the Customer is invited to report it to Élhée as soon as possible, in order to facilitate the opening of an investigation with the carrier.

Solution in case of loss:

If the package is found, it will be immediately re-routed to the Customer free of charge. If the package is not found: Élhée will resend the ordered product(s) as soon as possible, at Élhée's expense, or proceed to a full refund of the concerned order. If the product is no longer available, the Customer will receive a full refund of the amount of the lost products.

Guarantee: All costs related to the loss or delay of the carrier are covered by Élhée. The Customer's legal rights, including withdrawal and refund, remain fully applicable.

DAMAGED PACKAGES

Upon receipt of the package, the Customer is invited to check the condition of the products. In case of deterioration, it is advised to report the damages on the carrier's delivery slip if possible. Even if no reservation is made with the carrier, the Customer can contact Élhée by email or phone as soon as possible after receipt to report any damage or anomaly observed. Élhée undertakes to immediately take the necessary measures, notably: the free replacement of the damaged product(s), or the full refund of the concerned products.

This provision in no way limits the Customer's legal rights, notably regarding withdrawal and legal guarantee.

ARTICLE 9: RIGHT OF WITHDRAWAL, RETURN AND EXCHANGE

9.1 Legal withdrawal period

In accordance with articles L.221-16 et seq. of the Consumer Code, the Customer has a period of fourteen (14) calendar days from the receipt or withdrawal of the products to exercise their right of withdrawal, without having to justify a reason or pay a penalty. The Customer can exercise their right by contacting Élhée by email, phone or via their online account and by returning the concerned product(s). The full refund, including the price of the product(s) and the initial delivery costs, will be carried out as soon as possible and at the latest within 14 days following the receipt of the returned products or the proof of shipping provided by the Customer.The right of withdrawal can be exercised before delivery if the Customer changes their mind after the order but before the receipt of the package. The return costs are at the customer's expense. In case of non-compliant or defective products, Élhée will also take charge of all return costs and proceed to the replacement or full refund.If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended until the first following business day.

9.2 Contractual withdrawal period

Concerned with the satisfaction of its Customers, Élhée voluntarily extends the legal withdrawal period. The Customer therefore has a period of 90 calendar days from the receipt of their order to exercise their right of withdrawal and return their products, by post to the address indicated by Customer Service or on the delivery slip. Beyond this period, Élhée may exceptionally accept the return of the products if they are in perfect condition and accompanied by all their accessories and packaging, after prior contact with Customer Service. The products must be packed properly to guarantee their protection during transport.Return shipping costs (€5.50 in mainland France) are paid by the Customer, except for non-compliant or defective products.

9.3 Terms of exercising the right of withdrawal

To exercise their right of withdrawal, the Customer must contact Élhée Customer Service by email at the address contact@elhee.com specifying their wish to withdraw: Élhée will send the Customer a link to the returns portal to generate a return label and return the products in their original packaging. The products can be tried or handled to check their nature, characteristics or proper functioning, without this affecting the right of withdrawal. Returns must be accompanied by the order number on the return label or any other document provided by Élhée. The use of the return label facilitates processing but is not mandatory to exercise the right of withdrawal. The refund will be carried out as soon as possible and at the latest within 14 days following the receipt of the returned products, via the same payment method used by the Customer, unless otherwise agreed.

ARTICLE 10: GUARANTEES, CLAIMS, MEDIATION

GUARANTEE

In accordance with Articles L.217-4 et seq. and L.211-4 et seq. of the French Consumer Code, the Customer benefits from the legal guarantee of conformity and the guarantee against hidden defects for all products purchased from Élhée. In the event of a defective product, the Customer may request that Élhée: replace the product or provide a full refund for the product concerned.

The Customer's legal rights may in no way be limited or excluded, in accordance with the French Consumer Code.

COMPLAINTS / MEDIATION

The Customer may submit any complaint to Élhée by email via the Customer Service section or at contact@elhee.com. Élhée undertakes to process all complaints promptly, to inform the Customer of the progress of the case, and to offer a suitable solution, including product replacement or a full refund. The refund will be issued as soon as possible and no later than 14 days after receipt of the returned product or proof of complaint, using the same payment method used for the order (credit card, check, or PayPal), unless otherwise agreed by the Customer. These provisions do not replace or limit the right of withdrawal provided for in Article 9.

In accordance with Article L.616-2 of the French Consumer Code, Élhée informs the Customer of the online dispute resolution platform set up by the European Commission: http://ec.europa.eu/consumers/odr/. This platform allows European consumers to submit their complaints and benefit from the intervention of a competent mediator. Élhée encourages the Customer to use mediation in the event of a dispute not resolved directly with Customer Service, thus ensuring a simple, free, and fast recourse to assert their rights.

In the event of a dispute not resolved directly with Élhée, the Customer may free of charge use the following mediator:

Mediator: CM2C (Consumer Mediation and Conciliation Center)
Address: 14 rue Saint-Jean, 75017 Paris, France
Telephone: +33 (0)1 42 27 52 70
Website: www.cm2c.net
Email: contact@cm2c.net

ARTICLE 11: LIABILITY

The products offered by Élhée comply with French law and applicable standards. Élhée undertakes to provide products that are compliant, safe, and in perfect condition. Élhée's liability cannot be limited for damages caused by a defective or non-compliant product, in accordance with Articles L.217-4 et seq. of the French Consumer Code and the articles relating to hidden defects.

ARTICLE 12: FORCE MAJEURE

Neither party shall be held liable for any delay or failure to perform the contract, solely in the event of a proven, unforeseeable, irresistible force majeure event beyond its control, despite all reasonable efforts to avoid it.

The parties shall examine the consequences of the event as soon as possible in order to agree on the conditions for continuing the contract.

The Customer's legal rights may not be affected by force majeure, including: the right of withdrawal, refund of products already paid for, the legal guarantee of conformity, and the guarantee against hidden defects.

Force majeure includes, in addition to cases generally recognized by case law: natural disasters, fires, storms, floods, earthquakes, total or partial strikes, transport blockades, major telecommunications network failures, and unforeseeable legal or governmental restrictions.

If the force majeure situation lasts more than three months, the parties may agree to amend the contract, but no product already paid for and shipped may be withheld or canceled against the Customer.


ARTICLE 13: PERSONAL DATA

  • In accordance with the GDPR and the French Data Protection Act of January 6, 1978, the Customer has at all times the right to access, modify, rectify, delete, and transfer their personal data.

  • When registering or placing an order, the Customer may choose to receive commercial information and promotional offers. They may change or withdraw this consent at any time via their personal account or via the link provided at the bottom of the emails.

  • Élhée undertakes to respect the Customer's choices and to apply any modification or unsubscribe request as soon as possible.

  • The Customer's personal data will only be transmitted to commercial partners if the Customer has given their explicit consent.

  • Élhée uses cookies to facilitate navigation and cart tracking. The Customer may accept, refuse, or delete cookies at any time via their browser or the site settings.

  • Personal data is processed in strict compliance with applicable legislation, ensuring security and confidentiality.

  • The Customer may contact Élhée to exercise their rights or ask any questions regarding their personal data at: contact@elhee.com

ARTICLE 14: INTELLECTUAL PROPERTY

All content on the elhee.com website (texts, images, videos, graphics, sounds, underlying technologies, illustrations, etc.) is protected by the French Intellectual Property Code.