Last updated: 9 August 2026
1. Who we are
This website, accessible at www.protocole.store (the Site), is operated by:
- Trading name: PROTOCOLE
- Legal name and form: [TO BE COMPLETED - registered company or sole trader name]
- Registered address: 7 Boulevard Eugene Deruelle, 69003 Lyon, France
- Registration number (SIREN / SIRET): [TO BE COMPLETED]
- Intra-Community VAT number: [TO BE COMPLETED, or state: VAT not applicable, Article 293 B of the French General Tax Code]
- Publication director: [TO BE COMPLETED]
- Email: protocole.storee@gmail.com
Hosting provider: Shopify International Limited, Victoria Buildings, 1-2 Haddington Road, Dublin 4, D04 XN32, Ireland.
2. Scope and acceptance
These Terms of Service (the Terms) govern access to and use of the Site and all orders placed on it. They apply to the exclusion of any other document.
By placing an order, you confirm that you have read these Terms and accept them without reservation. We recommend that you save or print a copy.
We may amend these Terms at any time. The version applicable to your order is the one in force on the date the order is placed.
3. Eligibility
The Site is intended for consumers aged 18 or over with the legal capacity to enter into a contract. By ordering, you confirm that you meet these conditions.
4. Products
We distribute cosmetic products manufactured by third-party brands. We are a distributor, not the manufacturer or the Responsible Person within the meaning of Regulation (EC) No 1223/2009. The name and address of the Responsible Person appear on the product packaging.
Product photographs and descriptions are provided for illustration and are not contractually binding as to exact appearance. The information printed on the packaging always prevails over any description published on the Site, in particular the list of ingredients, precautions for use and the period after opening.
Offers are valid while stocks last. If a product becomes unavailable after your order, we will inform you and refund you in full.
5. Prices
Prices are shown in euros, inclusive of French VAT and exclusive of shipping costs, which are indicated before the order is confirmed.
We may change our prices at any time. The price applicable to your order is the one displayed at the time the order is placed.
6. Placing an order
The ordering process is as follows: selection of items, review of the basket, entry of delivery and billing details, choice of delivery and payment method, review of the full order, then confirmation.
Before final confirmation you are able to check the details of your order and correct any errors, in accordance with Article 1127-2 of the French Civil Code.
The contract is formed only when we send you an order confirmation by email. We reserve the right to refuse or cancel an order in the event of a stock shortage, an obvious pricing error, an abnormal quantity, a dispute over a previous order, or reasonable suspicion of fraud.
7. Payment
Payment is due in full at the time of ordering, through the secure payment providers listed at checkout. We never have access to your full card details.
8. Delivery
Delivery areas, timescales and costs are set out in our Shipping and Returns page, which forms an integral part of these Terms. Unless otherwise stated, we will deliver within thirty days of the order at the latest, in accordance with Article L216-1 of the French Consumer Code.
Risk passes to you when you, or a third party designated by you, take physical possession of the goods.
9. Right of withdrawal
Under Article L221-18 of the French Consumer Code, you have fourteen (14) days from receipt of your order to withdraw, without giving reasons and without penalty.
To exercise this right, notify us of your decision by an unambiguous statement sent to protocole.storee@gmail.com before the deadline expires. You must return the goods within fourteen days of that notification. Return shipping costs are borne by you unless stated otherwise.
We will refund you within fourteen days of receiving the returned goods, or of proof of dispatch, whichever is earlier, using the same means of payment.
Important exception. In accordance with Article L221-28 4 of the French Consumer Code and Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery. This applies to all cosmetic products sold on the Site. Please therefore only unseal a product once you are sure you wish to keep it.
This exception does not affect your legal guarantees set out below, which apply even to an opened product.
10. Legal guarantees
All products benefit from the statutory guarantees provided by French law, at no cost to you:
- the legal guarantee of conformity, Articles L217-3 and following of the French Consumer Code, which allows you to obtain repair or replacement of a non-conforming product within two years of delivery;
- the guarantee against hidden defects, Articles 1641 and following of the French Civil Code, which allows you to obtain a price reduction or cancellation of the sale within two years of discovery of the defect.
To make a claim under either guarantee, contact us at protocole.storee@gmail.com.
11. Safe use of cosmetic products
Our products are cosmetics. They are not medicines and the information on the Site is not medical advice.
Read the precautions printed on the packaging before use. We recommend a patch test on a small area of skin before first use.
Products containing retinal or retinoids, and exfoliating acids, require particular care: use them in the evening, introduce them gradually, apply daily sun protection, and seek medical advice before use if you are pregnant or breastfeeding.
Discontinue use and seek medical advice if any adverse reaction occurs. Please also inform us, so that we can pass the report to the Responsible Person as required by cosmetic vigilance rules.
12. Intellectual property
The Site, its structure, text, and the visual identity of PROTOCOLE are protected by intellectual property law. Any reproduction without prior written consent is prohibited.
Brand names, product names and packaging images belong to their respective owners and are used solely to identify the products offered for sale.
13. Liability
We are liable for the proper performance of the contract in accordance with applicable law. Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded, in particular liability for death or personal injury, for the statutory guarantees above, or for producer liability for defective products.
We are not liable for interruptions to the Site caused by circumstances beyond our reasonable control, nor for misuse of a product contrary to its instructions.
14. Personal data
Personal data is processed in accordance with our Privacy Policy and with Regulation (EU) 2016/679 (GDPR). You may exercise your rights of access, rectification, erasure, portability and objection by writing to protocole.storee@gmail.com.
15. Governing law and disputes
These Terms are governed by French law. This does not deprive you of the protection afforded by the mandatory provisions of the law of your country of residence within the European Union.
In the event of a dispute, please contact us first at protocole.storee@gmail.com so that we can seek an amicable solution.
If no solution is found, you may refer the matter free of charge to our consumer mediator: [TO BE COMPLETED - name, postal address and website of the mediation body], in accordance with Article L612-1 of the French Consumer Code.
You may also use the European Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
16. Contact
For any question relating to these Terms or to an order: protocole.storee@gmail.com.