Terms of sale
General Terms and Conditions of Sale
The present General Terms and Conditions of Sale (“GTC”) apply, without restriction or reservation, to all sales of products (“Products”) concluded on the website www.pluffi.com, and its various domains including pluffi.es, pluffi.de, pluffi.it, pluffi.ch, pluffi.nl, and pluffi.uk.
The GTC notably specify the conditions for ordering, payment, delivery, and management of potential product returns ordered by customers.
For the application of the present terms, it is agreed that the Customer and pluffi will also be collectively referred to as the “Parties” and individually as a “Party.”
The GTC apply to the exclusion of any other conditions, notably those applicable for other distribution and marketing channels.
These GTC are accessible at any time on the website and will prevail, if necessary, over any other version or any other contradictory document.
The Customer declares to have read these GTC and all the information listed in Article L. 221-5 of the Consumer Code and to have accepted said information and the GTC when creating an account on pluffi.com before the implementation of the online order validation process.
PLUFFI products are exclusively intended to be sold to end consumers, both physical and legal persons, excluding any resellers or intermediaries acting on behalf of resellers. Consequently, the Customer declares to act as a final consumer and that they do not intend to resell PLUFFI Products, directly or indirectly, for commercial purposes, which constitutes an essential condition for PLUFFI.
The Customer certifies that they have the legal capacity to contract and undertake the commitments provided for in these terms.
These GTC may be subject to subsequent modifications, and the version applicable to the Customer’s purchase is the one in force on the website at the time of the order.
Unless proven otherwise, the data recorded in PLUFFI's computer system constitutes proof of all transactions concluded with the Customer.
The Customer acknowledges that they have the required capacity to contract and acquire the products offered on the site.
ARTICLE 1 • PRODUCTS
The products offered for sale by PLUFFI are those listed on the site at the time of consultation by the Customer.
In accordance with Article L. 111-1 of the Consumer Code, the Customer may, prior to any order, consult the site to learn about the essential characteristics of the product(s) they wish to order by clicking on the corresponding product link. Each product has a descriptive sheet that includes, among other things: the price, available colors, composition, and any specific characteristics. Minor differences between a product and its photograph may exist, due in particular to the resolution and definition of the user’s screen colors.
PLUFFI undertakes to deliver products that comply with the applicable safety and health regulations in accordance with European provisions, notably with respect to regulated chemical substances.
PLUFFI reserves the right to modify the list and ranges of products at any time.
Product offers are understood to be within the limits of available stock, as specified when placing the order, and are valid, unless otherwise indicated, as long as the products are listed on the site.
Specific Provisions for Pre-orders
Pre-order refers to the ability for the Customer to reserve certain Products identified on the site before their commercialization date (hereinafter referred to as the “Pre-order” or “Pre-ordered Product”).
Specific Provisions for Customization or Made-to-Measure Products
Customization refers to the possibility for the Customer to adapt or customize certain Products from PLUFFI's collections (hereinafter referred to as the “Customization” or “Customized Product”).
Product Availability
Product offers are valid within the limits of available stock. At the time of order validation, there may be a discrepancy between the electronically available stock and the physical stock (for example, in the event of simultaneous orders of the same product by several customers). Consequently, the sale is subject to the availability of Products in stock.
Furthermore, PLUFFI retains ownership of the Products until payment is received as per the provisions of Article 3 below. The availability date of a Pre-ordered Product or a Customized or Made-to-Measure Product will be expressly indicated on the product sheet. In the event of a change in availability date, you will be immediately informed by email and/or via your customer account.
If a Product becomes unavailable after your order has been placed, we will inform you by email or phone as soon as possible, offering you either the option to order another Product displayed on the site as a replacement or to cancel your order.
PLUFFI cannot be held liable in case of stock shortages or unavailability of Products.
PLUFFI reserves the right to change the Products offered on the site and/or by phone at any time and without prior notice.
To ensure better service quality and availability of our Products for all customers, PLUFFI reserves the right to limit the quantity of Products that can be purchased by a customer, in compliance with applicable provisions, particularly those of Article L. 121-11 of the Consumer Code.
ARTICLE 2 • PRICES
In accordance with Article L. 112-1 of the Consumer Code, the sale prices of the products are indicated, for each product, on the site in euros and inclusive of all taxes. The applicable prices for the sale of products on the site are those in effect on the day the customer places the order.
In the case of special orders or made-to-measure products, PLUFFI will send the Customer a quote before the order is placed.
If the quote is accepted, the Customer will place their order as provided in Article 3 below.
The prices do not include delivery charges, which are billed in addition to the price of the products purchased and are indicated to the Customer before the order is validated. Delivery charges are communicated to the Customer on the order summary before final validation and are inclusive of all taxes.
The risk of loss and deterioration of the products will be transferred after delivery and receipt of the products by the customer.
ARTICLE 3 • ORDERING AND PAYMENT OF PRODUCTS
1. Placing an Order
The customer places their order by completing the following five steps:
- Step 1: The customer selects the product(s) chosen and adds them to their virtual “cart” after selecting the desired color. The cart, located in the top right corner of the screen, informs the customer that their selections have been recorded by indicating the number of products in it.
- Step 2: The customer verifies the contents of their cart by clicking on “Proceed to Checkout” to access the order summary. The customer can then modify their order (product, quantity).
- Step 3: Once the order is verified and, if necessary, modified, the customer validates their cart to finalize their order by clicking on “Proceed to Checkout.” If the customer has a discount code issued by PLUFFI, they must enter it in the designated field to benefit from it.
- Step 4: The customer enters their shipping and billing information, thereby creating their customer account. All fields are required to finalize the order. Unless otherwise specified by the customer, the billing address will automatically be the one indicated as the shipping address.
- Step 5: The customer enters their payment details. Payment is made online by credit card or PayPal only.
Upon acceptance of payment, the customer will be redirected to an order confirmation screen on the site. In case of payment failure, the customer will have up to three attempts to re-enter their payment details. After the third refusal, the customer will be redirected to a screen notifying them of the payment refusal. The customer will then be invited to contact PLUFFI customer service to understand the reasons and find a solution to finalize the customer’s order.
2. Order Confirmation
Once payment is accepted, the customer will receive an email confirming their order, summarizing all the ordered items, the billing address, and the delivery address.
PLUFFI reserves the right not to validate the order for legitimate reasons, including:
- Abnormal or abusive claims,
- Abnormal orders in relation to the quantities ordered,
- Abnormal or abusive exchanges and returns,
- Existing disputes with the customer,
- Stock errors.
PLUFFI customer service is available for any questions related to the order by email at: contact@pluffisupport.com
3. Payment
The price of the products purchased is payable in full on the day the order is placed by the customer. Payment is made online by credit card (Visa, Mastercard, American Express) or PayPal when the customer validates their order.
PLUFFI uses Shopify Payments, a subsidiary of Shopify Inc., as its payment system provider, ensuring the security of transactions.
All payment information is encrypted using the SSL (Secure Socket Layer) protocol and cannot be detected, intercepted, or used by third parties. At no time do the customer's bank details transit through PLUFFI’s computer system.
4. Order Archiving
The order confirmation is recorded on PLUFFI’s servers and is considered proof of the contractual relationships between the Parties.
ARTICLE 4 • DELIVERY
PLUFFI delivers orders accompanied by a delivery note within a period of seven (7) to fifteen (15) working days for delivery to mainland France, and eight (8) to twenty (20) working days for delivery to Belgium, Luxembourg, and the rest of Europe, from the day after the order payment is received, except for special orders for which PLUFFI will inform the customer of the specific delivery time.
During sale periods, the preparation and delivery times for your package may be extended. We thank you for your patience and understanding.
Any order placed on the site from Monday to Friday before 2:00 pm will be processed the same day; from Monday to Thursday after 2:00 pm, it will be processed the next day. Any order placed on Friday after 2:00 pm, Saturday, or Sunday will be processed the following Monday; orders placed on a public holiday will be processed the next working day.
Except for special or made-to-measure orders, if the delivery time exceeds thirty (30) days beyond the delivery time indicated in the order confirmation, and is not justified by force majeure, the customer may request the termination of the sale and obtain a refund of the amounts paid within a maximum period of twenty (20) days from receipt of written termination of the sale.
ARTICLE 5 • RECEIPT OF ORDER – CLAIMS – RETURNS
1. Receipt of Order
The customer is required to verify the conformity of the products received upon delivery. If the customer finds that the package containing the product or the product itself has been damaged, they are invited to note it on the carrier's delivery slip.
Any anomaly regarding the delivery, such as:
- Damaged packages,
- Missing products,
- Damaged products,
- Products not conforming to the order,
must be reported within the legal time limits following receipt of the order.
This notification will be sent to PLUFFI customer service by registered mail to the following address: PLUFFI, or by email to contact@pluffisupport.com
2. Legal Guarantees
All products are covered by the legal guarantee of conformity provided for in Articles L. 217-4 to L. 217-14, L. 411-1, and L. 411-2 of the Consumer Code, and the legal guarantee against hidden defects provided for in Articles 1641 et seq. of the Civil Code.
When acting under the legal guarantee of conformity, the customer:
- Is exempted from providing proof of the existence of the product's non-conformity during the twenty-four months following its delivery,
- Has two years from delivery to take action,
- Can choose between repairing or replacing the product, subject to certain cost conditions provided for in Articles L. 217-9 et seq. of the Consumer Code.
The legal guarantee of conformity applies independently of any commercial guarantee that may be offered.
The customer can decide to implement the guarantee against hidden defects of the item sold within the meaning of Article 1641 of the Civil Code. In this case, the customer can choose between canceling the sale or reducing the sale price in accordance with Article 1644 of the Civil Code.
3. Returning Non-Conforming Product(s)
For any return of non-conforming product(s), the customer must follow the following procedure:
- The customer must include the order number in their package.
- No return will be accepted without the order number and without a return request previously made.
- The products must be returned either in their original packaging (when possible) or in packaging that protects the product from any damage, with their label and any accessories allowing them to be resold as new.
Shipping costs are at the customer's expense, except in the case of a product defect. In the event of a defect in our product: the customer must return the product at their expense, but the return shipping costs will be refunded up to 5 euros, added to the total product refund.
When non-conformity is confirmed, PLUFFI will offer the customer a refund of the order price (product prices and delivery costs) within fourteen (14) days from the date of notification of the confirmation of non-conformity by PLUFFI customer service.
In case of abnormal or abusive complaints, PLUFFI may refuse to serve a future order.
ARTICLE 6 • RIGHT OF WITHDRAWAL
1. Right and Withdrawal Period
The customer has a legal right of withdrawal, which they can exercise under the conditions provided for by Articles L221-18 and L221-20 of the Consumer Code, if they meet the conditions set out by these provisions, without having to justify their reasons or pay penalties.
The customer can withdraw within fourteen days from the delivery date of the Products, without having to justify their reasons and without having to pay a penalty.
2. Terms of Exercise of the Right of Withdrawal
The Customer can exercise their right of withdrawal by contacting our customer service or using the withdrawal form available in the appendix of these General Terms and Conditions of Sale.
3. Restrictions on the Right of Withdrawal
In accordance with Article L. 221-28 3° of the Consumer Code, the right of withdrawal cannot be exercised for orders of personalized Products or for products made to measure, except when such Products are returned due to defects.
ARTICLE 7 • CUSTOMER SERVICE
PLUFFI has a customer service (“After-Sales Service”) responsible for repairs or exchanges, particularly in the context of implementing the Legal Guarantee. For any requests, the customer must contact After-Sales Service by email at contact@pluffisupport.com by providing photos of the products and proof of purchase.
ARTICLE 8 • PERSONAL DATA
PLUFFI collects certain information necessary for processing orders. This data is required not only for processing the customer’s order but also for communicating information about PLUFFI and for providing commercial offers if the customer agrees when validating their order.
In compliance with the GDPR, the customer has the right to access, rectify, limit, modify, delete, and port their personal data.
For any request, the customer can write to PLUFFI by email at: contact@pluffisupport.com
ARTICLE 9 • COOKIES
PLUFFI uses cookies to process the customer's order and to personalize the services offered on the site. Cookies remember, during the customer's visit to the site, their identity (known thanks to their email address and password) and the contents of their shopping cart.
ARTICLE 10 • INTELLECTUAL PROPERTY
All elements of the site, including the domain names, logos, text, images, graphics, are protected by intellectual property rights and remain the property of PLUFFI. Any reproduction or use is prohibited without prior authorization.
ARTICLE 11 • LIMITATION OF LIABILITY
PLUFFI commits to fulfilling the obligations of the sales contract with the customer. However, PLUFFI cannot be held responsible for non-performance or improper performance due to the customer, an unforeseeable event, or force majeure.
ARTICLE 12 • FORCE MAJEURE
PLUFFI will not be liable for non-performance due to an event constituting force majeure. In such a case, the order will be canceled, and a refund will be made within thirty (30) days.
ARTICLE 13 • APPLICABLE LAW
The GTC are governed by French law. In case of disputes, the customer will first seek an amicable solution with PLUFFI.