General conditions of sale

These general conditions of sale, hereinafter the "GTC", govern the sales of products carried out by NATURAMedicatrix Sàrl to consumers, including through the site www.naturamedicatrix.fr/en/.

It is considered a consumer any natural person acting for purposes that do not fall within the framework of his commercial, industrial, artisanal or professional activity.

Any order involves taking knowledge and acceptance of these CGV before the conclusion of the sale.

The applicable CGVs are those in effect at the time of order. NATURAMedicatrix can modify them at any time without these modifications affect the orders already concluded.

The customer can consult, register or print these CGVs.

The prices of the products are indicated in euros. For orders submitted to VAT, prices are indicated all taxes included (TTC), depending on the rate applicable at the time of order and the country of destination.

Delivery costs are not included in the price of products. Their amount is indicated to the customer before the final validation of the order.

The total amount to be paid, including the price of the products, applicable taxes and possible delivery charges, is presented before the final validation of the order.

NATURAMedicatrix reserves the right to change its prices at any time. However, the products are billed on the basis of the rates applicable at the time of the validation of the order.

2.1. Error manifest price

In the event of a manifest price error resulting from a technical, computer or display error, NATURAMedicatrix informs the customer as soon as possible.

The customer can then confirm his order at the correct price or request his cancellation. If a payment has already been cashed for an annulled order, the amounts concerned will be refunded.

2.2. International Orders

For certain destinations outside the European Union or subject to a particular tax or customs system, the products may be charged excluding taxes when the applicable regulations provide.

Customs duties, import taxes, local taxes or other fees may be required in the country of destination. These sums are not perceived by NATURAMedicatrix and remain the responsibility of the customer or the recipient.

It is up to the customer to inquire with the competent authorities concerning the import rules and any applicable taxes.

3.1. Command

The customer selects the products he wants to command and adds them to his basket.

Before final validation, the customer can check and correct the contents of his basket, quantities, prices, any discounts, his contact information, delivery and billing addresses, the mode of delivery and the total amount of his order.

The customer is responsible for the accuracy of the information provided during the order.

The definitive validation of the order manifests the customer's commitment to pay the amount indicated.

A command confirmation is then addressed to the client by e-mail.

Orders passed from a customer account can also be consulted in order history .

3.2. Telephone order

NATURAMedicatrix also accepts orders placed by phone. An advisor can save the order and communicate to the client the information necessary for his validation.

3.3. Mail order

Courier orders are accepted by means of the purchase order provided for this purpose.

The customer must complete the requested information and transmit the purchase order with the payment method chosen according to the terms indicated on it.

3.4. Modification or cancellation of an order

After validation of the order, the customer can contact NATURAMedicatrix as soon as possible if he wishes to request a modification or cancellation.

As long as the order has not yet been prepared or delivered to the carrier, NATURAMedicatrix will do its best to take this request into account.

Given the speed of order preparation, no modification or cancellation can not be guaranteed after validation.

When the order can no longer be canceled, the consumer keeps, when it legally benefits, his right of withdrawal under the conditions provided for in Article 7.

3.5. Availability of products

The products are offered within the limits of available stocks.

Despite the regular update of stocks, a product may exceptionally become unavailable after the order validates.

In this case, NATURAMedicatrix inform the customer as soon as possible and proposes, according to the situation, the reimbursement of the product unavailable, a replacement solution with its agreement or the shipment of the other products of the order.

No replacement products will be imposed without the customer's consent.

3.6. Refusal or cancellation by NATURAMedicatrix

NATURAMedicatrix may refuse or cancel an order for a legitimate reason, particularly in case of fraud or attempted fraud, payment incident, obviously erroneous information or impossibility to execute the order.

When sums have already been cashed for an order that can not be executed, they are reimbursed to the customer.

The available means of payment may vary by country, the amount of the command and the channel used.

The means actually available are presented to the customer before the final validation of his order.

NATURAMedicatrix in particular, proposes, according to the case: Bank Card, Paypal, Bancontact, Payconiq, Apple Pay, Alma, Bank Transfer and Check.

Find the updated information on our page Secure payment .

4.1. Credit card

Bank card payments are processed through a secure payment solution.

NATURAMedicatrix including the Lyra Collect solution for the secure processing of online payments.

The banking data necessary for the processing of the transaction are communicated to the payment provider and are not kept by NATURAMedicatrix.

Additional authentication may be requested by the banking institution or the payment provider.

4.2. Payment in several times with Alma

When this solution is proposed, ALMA allows payment in 2 or 3 times from 50 € of purchase, subject to acceptance by ALMA and its terms of use.

4.3. Bank transfer

Bank transfer orders are prepared for shipment after receipt and payment validation.

The customer is invited to indicate his order reference in the transfer of the transfer to allow his identification.

4.4. Payment by check

Checks must be established at the order of NATURAMedicatrix and sent to:

The reference of the order must accompany the payment. The order is prepared for shipment after receipt and check validation.

4.5. Incident or refusal of payment

NATURAMedicatrix may suspend the execution of an order in case of refusal or payment incident.

The customer can use, when available, another payment method or contact customer service .

5.1. Delivery modes, destinations and prices

NATURAMedicatrix book in France, Belgium, Luxembourg as well as in many international destinations.

Delivery modes, carriers, rates, any free thresholds and estimated deadlines may vary depending on the destination and the amount of the order.

The options actually available as well as their prices are indicated to the customer before the final validation of his order.

5.2. Preparation and deadlines

Orders placed before 11:45 Monday to Friday are shipped, as far as possible, the same day.

The orders placed after 11:45 are generally shipped the next business day.

There is no shipping on Saturday, Sundays or French holidays.

For deferred payment methods, including the transfer or check, the preparation of the order begins after receipt and validation of the payment.

The transportation times indicated on the site are estimates provided for information only.

In the absence of a different period agreed between the parties, the delivery intervenes within the maximum period provided for by the applicable legislation.

5.3. Delivery address

The products are delivered to the address indicated by the customer when ordering.

The customer must verify the accuracy and completeness of the address before the final validation of his order.

Customers with an account can handle their addresses from the topic My addresses .

5.4. Relay point delivery

When the relay point delivery is offered, the customer chooses his withdrawal point among those available when ordering.

For the World Relay shipments, the parcel remains available for 8 calendar days. At the end of this period, it can be returned to NATURAMedicatrix.

5.5. International delivery

The availability of an international destination is determined when ordering.

Customs duties, taxes or import formalities may apply to deliveries made outside the European Union or towards certain particular territories.

It is up to the Customer to check with the competent authorities that the ordered products can legally be imported into the country of destination.

The customer is invited to check the outside condition of the package as well as its contents upon receipt.

In case of parcels visibly damaged, open, incomplete or an anomaly, it is recommended to issue specific reserves from the carrier and to keep any useful element for establishing the condition of the package.

The customer is also invited to report the incident to NATURAMedicatrix within 24 hours of receipt to allow fast processing of the file.

To report an incident: contact customer service .

6.1. Unclaimed parcel, NPAI or incorrect address

When a parcel returned to NATURAMedicatrix because it has not been claimed, that the address informed is incorrect or incomplete, or that it bears "do not live in the address indicated" (NPAI), its treatment occurs after receipt and control of the returned parcel.

Depending on the situation, a refund or a credit may be offered to the client. The delivery charges already engaged can be deducted when they are not legally refundable.

If the customer wishes forwarding as a result of an incorrect or incomplete address or unqualified package, the new delivery charges can be charged.

In accordance with the provisions applicable to the contracts concluded remotely, the consumer has a period of 14 calendar days to exercise his right of withdrawal, without having to motivate his decision and without penalty.

For a sale of property, this period runs from the day the consumer, or a third party designated by him other than the carrier, physically takes possession of the property.

When the same order includes several goods delivered separately, the time runs from the receipt of the last property.

7.1. Exercise of the right of withdrawal

To exercise his right, the consumer must inform NATURAMedicatrix of its decision before the expiry of the period of 14 days by means of a declaration devoid of ambiguity.

This declaration can in particular be transmitted via the contact form .

The consumer may also use the withdrawal form template in Article 15 of these CGVs.

After notifying his decision to retract, the consumer has 14 days to return the goods concerned.

7.2. Address and modalities of return

The order number must be attached to the return or clearly indicated in the package to allow its identification.

The direct costs of return are the responsibility of the consumer, unless otherwise specified or expressly agreed by NATURAMedicatrix.

7.3. State of returned products and exceptions

The consumer is responsible for the decrease in value of the property resulting from manipulations other than those needed to establish the nature, characteristics and proper functioning of the property.

Where the conditions laid down by the legislation are met, the right of withdrawal may in particular be excluded for certain sealed goods which can not be returned for reasons of health or hygiene when they have been desceased after delivery.

The right of withdrawal may also be excluded in other cases provided for by applicable legislation, particularly for goods likely to deteriorate or to perish quickly.

7.4. Refund

In case of valid withdrawal, NATURAMedicatrix refunds payments received relevant by withdrawal, including when the law requires it, the costs corresponding to the least expensive standard delivery method.

The refund is carried out without excessive delay and at the latest within 14 days of the date on which NATURAMedicatrix has been informed of the retraction decision.

For sales of goods, NATURAMedicatrix may differ the refund until the goods recovery or until the consumer provides proof of their shipment, the date withheld being the first of these facts.

The refund is made using the same method of payment as that used during the initial transaction, unless expressly agreed by the consumer for another means that does not charge a fee for him.

Consumers benefit from applicable legal guarantees, regardless of any possible commercial guarantee.

8.1. Legal guarantee of conformity

NATURAMedicatrix answer defects of conformity of goods sold under the conditions laid down by the applicable legislation.

As part of the sales subject to the Luxembourg Consumer Law, the professional seller guarantees during 2 years to the consumer that the good sold is consistent with the contract.

In the event of a lack of conformity, the consumer benefits from the remedies provided for by the applicable legislation, which may include, in accordance with the conditions laid down by the latter, the compliance of the property, a reduction in the price or the resolution of the contract.

To report a product that may have a defect, the customer can contact customer service by indicating its order number, the product concerned and the nature of the problem.

The exercise of the legal guarantee is separate from the right of withdrawal provided for in Article 7.

The essential characteristics of the products are presented on their respective cards. The customer is invited to read it before any order.

The photographs and representations of the products are provided for illustrative purposes. Minor differences in presentation, packaging or labeling can intervene without changing the essential characteristics of the product.

The customer must comply with the tips for use, precautions, recommended doses and information on the labeling of the product.

NATURAMedicatrix is responsible for the proper execution of the obligations resulting from the contract under the conditions laid down in the applicable legislation.

Its responsibility, however, can not be initiated when the non-performance or bad execution results from a fact attributable to the client, an unpredictable and insurmountable fact of a third party to the contract or of a case of force majeure, within the limits provided by law.

NATURAMedicatrix can not be held responsible for the consequences resulting from the use of a product contrary to its labeling, precautions for use or the recommendations that accompany it.

No provision of the present CGV is neither the effect of excluding or limiting the recognized imperative rights to the consumer.

The personal data necessary for the management of orders, payments, deliveries, customer accounts and customer service relations are processed in accordance with the applicable regulations for the protection of personal data, including the General Data Protection Regulations (RGDP.)

The customer has the rights provided for by the applicable regulations, in particular, according to the legal conditions, the rights of access, rectification, erasure, limitation and opposition.

Some data may be kept for the duration necessary for the compliance with the legal, accounting, tax or finding obligations, the exercise or the defense of rights in court.

For any request regarding his personal data, the Customer may contact NATURAMedicatrix .

Information relating to the identity and coordinates of NATURAMedicatrix are also available in legal notice .

After a purchase, NATURAMedicatrix can send the client an e-mail inviting him to give his opinion on the products ordered or his experience.

Participation is fully optional.

When a notice is published on the site, the publicly displayed identity is limited to the first name of the customer and the first letter of his last name.

Notices may be moderated, particularly when containing personal data, illicit or abusive remarks, or content without relation to the relevant product or experience.

The elements present on the site NATURAMedicatrix, including texts, photographs, illustrations, graphics, logos, brands, videos and presentation elements, can be protected by intellectual property rights.

Any reproduction, representation, modification or unauthorized operation of these elements is prohibited, except prior authorization or exception provided for by law.

These CGVs are governed by Luxembourg law, without prejudice to the mandatory protection provisions whose consumer may benefit under the legislation applicable to it.

14.1. Preliminary complaint

In case of difficulty relating to a command or application of these CGVs, the customer is invited to contact in priority NATURAMedicatrix to search for an amicable solution.

Contact customer service NATURAMedicatrix

14.2. Extrajudicial dispute settlement

When a consumption dispute could not be resolved directly with NATURAMedicatrix, the consumer may, where the legal conditions are met, use a competent body of resolute resolution of disputes.

In Luxembourg, the consumer can contact the Consumer mediator .

14.3. Competent jurisdiction

In the absence of an amicable resolution, the competent courts are determined in accordance with the applicable legal rules.

There is no provision of the present CGVs deprivate the consumer of the mandatory rules of jurisdiction of the jurisdiction he enjoys.

If you want to exercise your right of withdrawal, you can use the template below. Its use is not mandatory: any declaration devoid of ambiguity expressing your desire to retract you is also valid.

The practical way back is available on our page Returns & Refunds .