General Terms and Conditions of Sale – Online shop (Products & Digital)

1 – Subject & scope of application

These GTC govern the sales concluded via the online shop operated by ILIADE (hereinafter “the Seller”), relating to physical and/or digital products.

2 – GTC / GTU articulation

The GTC exclusively govern the sale (order, price, payment, delivery, returns, guarantees). The General Terms of Use (GTU) govern theuse of the customer area and of the digital tools (account, access, availability, backups, licence, intellectual property, etc.).

In case of contradiction:

• the GTC prevail for everything concerning the act of purchase and its financial/logistical consequences;
• the GTU prevail for everything concerning access and use of the digital tools and the customer area.

3 – Definitions

• Customer : any natural or legal person placing an order via the shop.
• Physical product : any material good shipped to the Customer.
• DIY product : product intended to be assembled/completed by the Customer (supports, bases, foams, fasteners…).
• Digital product : dematerialised content or service (guide, online tool access, download, customer area access).
• Order : purchase validated online (cart + payment) giving rise to confirmation and/or access in the customer area.

4 – Products (physical & digital)

The products are described on their data sheet (characteristics, uses, compatibilities, precautions). The visuals are non-contractual.

Unless expressly stated, DIY products are sold without flowers, without composition and without assembly service.

5 – DIY products – responsibility for the result

DIY products are creation supports. The final result depends in particular on the technique used, the elements added (flowers, ribbons, glues, fasteners…), the conditions of storage, transport and use.

Consequently, the Customer is solely responsible for the final result of their DIY product and its use. The Seller does not guarantee an aesthetic result, a hold or a durability linked to the elements added by the Customer.

6 – Order

The order becomes firm as soon as it is validated online and the payment is received. A confirmation email may be sent automatically and/or the order is visible in the customer area.

The Seller reserves the right to cancel or refuse an order in case of payment default, payment incident, suspected fraud or ongoing dispute with the Customer.

7 – Price

Prices are indicated in euros including VAT (unless otherwise stated) and are those in force on the day of the order. The Seller reserves the right to modify its prices at any time, with no effect on orders already paid.

8 – Secure payment (Stripe)

Online payments are processed via a secure solution (in particular Stripe). The external provider is solely responsible for the technical processing of the banking transactions.

• The banking data are transmitted directly to the provider and are never stored by ILIADE.
• In case of refusal or payment error, the order will not be validated.
• The Customer remains responsible for the validity of their means of payment and the information entered.

9 – Delivery & reception

Physical products are delivered to the address indicated when ordering. Deadlines are indicative and may vary depending on the carrier, the period and the destination.

The costs and methods of delivery are indicated before the order is validated. Unless otherwise stated when ordering, delivery is free from €25 of purchase including VAT only for a delivery to a pick-up point.

Home delivery, when offered, remains invoiced according to the rates displayed at the time of the order and does not automatically benefit from the free delivery applicable to pick-up points.

The Seller remains responsible for the proper performance of the distance sale contract until the delivery of the good to the Customer, without prejudice to the recourse it may then exercise against the carrier or any other party.

On receipt, the Customer must check the condition of the parcel, the packaging, the inner packing, the products and the accessories, and report any anomaly as soon as possible.

In case of a parcel that is manifestly damaged, open, deteriorated, wet, perforated, crushed or showing a visible anomaly, the Customer must imperatively:

• issue precise and detailed reservations on the carrier's delivery slip,
• refuse the parcel if its condition does not allow a conforming reception,
• immediately take photos of the parcel before opening, then of the contents and the product concerned,
• and inform the Seller as soon as possible with all useful supporting documents.

In the absence of reservations or sufficient supporting documents, the processing of the claim may be rendered more difficult, in particular when it concerns apparent damage attributable to the transport. The Seller reserves the right to request any additional useful element.

10 – Digital products: supply

Digital products (guides, tool access, downloads, customer area access) are made available after payment, according to the terms indicated on the product data sheet (immediate access, link, dashboard, email, etc.).

The terms of use (account, availability, backups, licence, prohibited behaviour, etc.) are governed by the Terms of Use.

11 – Right of withdrawal

Physical products

For consumers, the right of withdrawal is 14 days from receipt, in accordance with the French Consumer Code, subject to legal exceptions.

In accordance with the legal exceptions, the right of withdrawal cannot be exercised in particular for goods made according to the consumer's specifications or distinctly personalised.

Digital products

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to digital content supplied on intangible media when execution has begun after prior express consent of the consumer and express waiver of their right of withdrawal.

By validating the order of a guide or a tool with immediate access (customer area, download, access link), the Customer acknowledges:

• that the execution begins immediately after payment,
• that they waive their right of withdrawal as soon as the access is activated or the download is started,
• that no refund may be required in this respect (except for contrary public policy provision).

12 – Returns & refunds

The returns, refusals of returns, refund conditions, customer service requests, required supporting documents and exclusion cases are detailed in the Returns & refunds policy, which forms an integral part of these GTC.

In case of a valid withdrawal on a physical product, the Customer returns the product at their own expense, in its original state, complete, unused, not assembled, not glued, not cut, not altered, according to the terms communicated by the Seller.

After receipt and inspection, the refund is made in accordance with the legal deadlines, less, where applicable, any depreciation resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of the good.

The initial delivery costs are only refunded up to the cheapest standard delivery method offered when ordering, in accordance with the legal provisions. Additional costs related to a more costly choice of delivery (in particular home or express delivery) remain borne by the Customer.

In case of refusal of the parcel by the Customer without legitimate reason, in particular in the absence of manifest damage to the parcel or error attributable to the Seller, the costs related to the return, the re-presentation of the parcel or any reshipment will be borne by the Customer.

If the parcel is returned to the Seller due to a refusal, failure to collect from a pick-up point, an incomplete or incorrect address, or any delivery impossibility attributable to the Customer, the transport costs incurred will not be refunded, subject to contrary legal provision.

No exchange is offered. When a return is accepted, it gives rise exclusively to a refund, subject to the applicable conditions.

13 – Legal guarantees

Physical products benefit from the applicable legal guarantees, in particular the legal guarantee of conformity and the guarantee against hidden defects, in accordance with the legal provisions in force.

In case of a request based on a defect, non-conformity, breakage on receipt or apparent anomaly, the Seller may ask the Customer for any element useful to the processing of the file, in particular photos, a video, the description of the circumstances observed, as well as any supporting document relating to the delivery and the condition of the parcel.

These elements are intended to allow the verification of the claim, to identify the origin of the problem invoked and to direct the appropriate handling, without depriving the consumer of the legal guarantees granted to them. Contact: contact@iliadecreation.fr.

14 – Liability

The Seller cannot be held responsible for damage resulting from non-conforming use, improper handling, unsuitable assembly, inappropriate storage or the use of elements added by the Customer (in particular DIY).

As regards digital products, the Seller's liability cannot be held for any financial, commercial or organisational prejudice resulting from use, within the limits permitted by law.

15 – Personal data

The data are processed to manage orders, payments, deliveries and digital access. GDPR rights: contact@iliadecreation.fr. Policy: Privacy policy.

16 – Claims & mediation

After prior written approach, if the disagreement persists, you can have free recourse to our consumer mediator:

17 – Applicable law & jurisdiction

French law. Any dispute will be submitted, after attempting amicable resolution, to the competent courts of the jurisdiction of Toulon, subject to the mandatory rules applicable to consumers.

18 – Miscellaneous provisions

• Proof : electronic exchanges are authoritative.
• Partial nullity : the nullity of a clause does not affect the others.
• Modification : each new version replaces the previous one on its update date.

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