General Terms and Conditions (GTC)

1. Ordering information

Any order placed on the website implies full and complete acceptance of these terms and conditions of sale, which alone are applicable to the contract concluded between the Client and Relais Gourmet.

Confirmation of the order

The order is only processed after the validation of the purchase on the website, i.e. when the payment made by the Customer is validated using one of the payment options offered on the website.

Relais Gourmet reserves the right to refuse an order in the event that the Customer fails to meet one of its obligations, and more generally, to refuse any order of an abnormal nature for any reason whatsoever.

The order is only definitive after confirmation by Relais Gourmet. Relais Gourmet will confirm the order to the user by e-mail or letter, or, if applicable, its refusal within 48 working hours following the receipt of the order on the website

Concerning the withdrawal period, pursuant to Article L. 121-16 of the Consumer Code: for all remote operations, the Customer has a period of 7 clear days from the delivery of his order to return the product and be reimbursed the full amount of the order.

2. Obligations

Relais Gourmet’s Obligations

Relais Gourmet undertakes, in the event of the confirmation of an order, to sell and ship by postal service the products ordered by the Customer within 10 working days following the preparation of the order in France and Spain and 15 days in the other countries.

User’s obligations

The Customer undertakes to complete the order form accurately.

The Customer undertakes not to resell the products, as his order must be for personal use or for the personal use of the person to whom the shipment is addressed unless otherwise agreed by Relais Gourmet.

3. Specific provisions

The prices of the products and shipping costs are invoiced inclusive of all taxes (including VAT).

Prices are guaranteed within the limits of available stocks and subject to changes in the VAT rate. Any change in this rate may immediately be reflected in the sales prices.

The total price indicated in the order confirmation by Relais Gourmet is the final price.

The price of products on the Relais Gourmet website is expressed in Euros. Amounts expressed in other currencies are provided for information only.

4. Payment

We guarantee you the safety of your payment. The security protocols used by the Caisse d’Epargne and PayPal guarantee total privacy of the personal information sent through our Relais Gourmet website. Your credit card details are encrypted and transit through a secure network. Payment is made directly to the Caisse d’Epargne or PayPal website, Relais Gourmet therefore has no access to your bank details or record.

5. Shipping & Returns

We deliver our products worldwide. We are liable for all risks associated with the transport of your order. In case of damage, contact us and we will refund the total amount of your purchase, as well as the shipping costs in accordance with our general conditions of sale.

We can deliver within 48 hours throughout Europe for all orders placed before 10am (except on Saturdays, Sundays and public holidays). To use our express delivery service, call us directly at (+33) 09 51 76 13 60.

Delivery to France and Europe is made by Colissimo within approximately 5 to 8 working days after confirmation of the order. Outside of Europe, we ship our products with transport and logistics companies. Delivery can therefore take between 10 and 20 working days to complete. These deadlines are given as an indication and no compensation can be requested from Relais Gourmet in the event of a possible delay in delivery. For more information, read the shipping information page.

In the event of the recipient’s absence when the package is delivered, Relais Gourmet cannot under any circumstances be held responsible for any damage that may occur to the products, or for the recipient’s failure to collect them.

6. “Satisfied or Refunded” Guarantee

Our customers undertake to observe the conditions of storage of the products, as well as the expiry date indicated on the packaging. It is also the recipient’s responsibility to verify the number and condition of the products at the time of receipt.

Our return conditions are simple: we accept the return of all new items returned within 15 days. Any returned product must be in its original packaging and accompanied by proof of purchase. We do not accept returns of items that do not conform to their original condition, i.e. products that have been used at more than 15% of the initial total weight.

Returns of products for exchange or refund are only possible by mail to the following address: Relais Gourmet – Service Retours, 14 rue Burugoria 64700 Hendaye – France. We kindly ask you to pack the returned items with great care and return them to us with the invoice and a letter specifying the nature of the exchange and the nature of the refund (Options: by check or gift certificate). For more information, read the page on our “Satisfied or Refunded”Guarantee 

In the event of an improper delivery, a written complaint must be made to Relais Gourmet within 24 hours of delivery. All disputes shall be subject to the jurisdiction of the competent courts of Bayonne (France).

6. Legal information

Head office: 14 rue Burugoria 64700 Hendaye – France

Siret: RCS Bayonne 482 415 015 00015

Intracommunity VAT: FR3482415015

Tel/Fax: (+33) 09 51 76 13 60

If you have a question, please contact us from the contact page.

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