Terms of sale
Last updated: 9 August 2026
These Terms of sale govern the sale of products by PROTOCOLE to consumers. They supplement our Terms of service, which remain applicable. Where the two conflict, these Terms of sale prevail on matters relating to the sale itself.
1. Seller
PROTOCOLE - [TO BE COMPLETED: legal name and form], 7 Boulevard Eugene Deruelle, 69003 Lyon, France. SIREN / SIRET: [TO BE COMPLETED]. VAT number: [TO BE COMPLETED]. Email: protocole.storee@gmail.com
2. Products
The essential characteristics of each product are described on its product page: content, format, declared key ingredients, directions for use and precautions. The information printed on the packaging prevails over the description published on the website.
We sell cosmetic products. They are not medicines and make no medical claims.
3. Prices
Prices are shown in euros, inclusive of French VAT, and exclusive of shipping costs which are displayed before the order is confirmed. The total amount payable, including all taxes and delivery charges, is shown before you confirm your order.
4. Formation of the contract
The display of products on the website constitutes an offer to sell while stocks last. The order becomes binding when you confirm it by clicking the payment button, having had the opportunity to review and correct it, in accordance with Article 1127-2 of the French Civil Code.
The sale is concluded when we send you the order confirmation by email. We may refuse an order for legitimate reasons, in particular a stock shortage, an obvious pricing error, an abnormal quantity, or reasonable suspicion of fraud.
5. Payment
The full price is payable at the time of ordering. Accepted payment methods are displayed at checkout. The products remain our property until the price has been paid in full.
6. Delivery
Delivery is made to the address you provide, to France, Belgium and Luxembourg only. Timescales and costs are set out in our Shipping policy. In accordance with Article L216-1 of the French Consumer Code, delivery takes place within thirty days of the order at the latest.
If the delivery date is exceeded, you may cancel the order by registered letter or by email after having instructed us to deliver within a reasonable additional period, in accordance with Article L216-6. We will then refund you within fourteen days.
7. Right of withdrawal
You have fourteen days from receipt to withdraw, under Article L221-18 of the French Consumer Code.
This right does not apply to sealed cosmetic products which have been unsealed after delivery, for health protection and hygiene reasons, in accordance with Article L221-28 4 of the French Consumer Code and Article 16(e) of Directive 2011/83/EU.
The full procedure is set out in our Refund policy and in our Terms of service.
8. Legal guarantees
Regardless of any commercial guarantee, we remain bound by:
- the legal guarantee of conformity, Articles L217-3 to L217-17 of the French Consumer Code - two years from delivery;
- the guarantee against hidden defects, Articles 1641 to 1649 of the French Civil Code - two years from discovery of the defect.
To make a claim, write to protocole.storee@gmail.com describing the problem, with photographs where relevant.
9. Cosmetic vigilance
If you experience an adverse reaction, stop using the product, seek medical advice, and inform us at protocole.storee@gmail.com. We will forward the report to the Responsible Person named on the packaging, as required by Regulation (EC) No 1223/2009.
10. Governing law and disputes
French law applies, without depriving you of the protection of the mandatory rules of your country of residence in the European Union.
Before any legal action, please contact us at protocole.storee@gmail.com. You may then refer the matter free of charge to our consumer mediator: [TO BE COMPLETED - name, address and website of the mediation body], in accordance with Article L612-1 of the French Consumer Code, or use the European Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr