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Our terms and conditions of sale

General

Sales by the company CITRAGE are governed by the French law regulations in force when drafting the contract linking us with our clients and these terms and conditions of sale.
General conditions of sale are applicable at the moment of the order validation.
The use of online shopping service is only available to individuals over 18.

Protection of personal data

The personal data that we have collected are treated with the strictest confidentiality. Only information essential for processing your order and necessary to our business relationship are requested.
You have an access and correct right on your information in accordance with the french law of January 6, 1978.
The automated processing of information and the  e-mail management addresses of registered users on the site have been declared to CNIL under registration number 1512547.

Responsibilities


CITRAGE society cannot be held responsible for the consequences of improper use of products sold and employed different that intended.
The company CITRAGE uses manufacturers to pack the raw material. Therefore the sole responsibility of the manufacturer can be engaged at a manufacturing defect causing damage to a third.


Order


Any order, whether via the website, fax, mail or by phone, is preceded by a record in our database for your active email address and / or your name and a password you have selected or that we have given you. For all orders via the website, sending an e-mail confirmation order will definitively validate your order.
For individuals, orders will be processed within 72 hours worked after receipt of payment and within the limits of available stocks.
For professionals, orders will be processed within 72 hours worked after receipt of the order and within the limits of available stocks.
No order change will be taken into account after confirmation of your order.
In case of unavailability of one of our products sold on the website, we commit ourself to send it as soon as possible.
Confirmation of your order will be stored in the computer system of the Company CITRAGE in reasonably secure conditions in accordance with the article 1348 of the French Civil Code.

Withdrawal period
You have a withdrawal period of seven days from the date of order registration as stipulated in the L 121-20 of the French Consumer Code.
To be reimbursed, you must return the product in its original packaging, at your expense, to the following address:
   CITRAGE – Route de Gaillon - BP 222-27032 Gravigny CEDEX
Any incomplete product or whose original packaging has been damaged will be returned.

Defective products
For your complaint to be considered, you must return the product in its original packaging, at your expense, to the following address:
  CITRAGE – Route de Gaillon - BP 222-27032 Gravigny CEDEX
You have the option to request a refund or product replacement. In this case, the return of a new product will be in the slow delivery rate in force at the expense of society CITRAGE. The refund will be made by bank transfer to the bank account specified on your order or that you have sent us when your complaint.

Delivery
Packages are delivered to the delivery address stated by the customer when ordering.

• Metropolitan France:
Parcels sent in a point of sale "Mondial Relay" will be delivered in a relay point in the 72 hours worked after confirmation of payment of the order.
Parcels sent to "Coli Eco" will be delivered in 5-10 working days after confirmation of payment of the order.
Parcels sent by "Colissimo" (Colissimo Access) will be delivered within 48 hours worked, after confirmation of payment of the order.
The parcels sent by "Chronopost" before 1 p.m. will be delivered within 24 hours worked after confirmation of payment of the order.
For professionals, the deliveries are in Exapaq in 48 hours worked after order validation before 1 p.m or 72 hours after order validation after 1 p.m.

• Departments, Territories and Overseas Countries :
The parcels will be send by "Colissimo OM 1 or OM 2", depending on the department or the overseas territory, are delivered in 5-7 working days after confirmation of payment of the order.

• Countries of the European Union and outside the European Union:
The parcels will be sent by the company "DHL", in 2-8 working days depending on the country delivered, after confirmation of payment of the order.
However, if the delivery address provided is inaccurate, the Company CITRAGE cannot be held responsible for any loss or inability to fulfill your order in time.

Delivery problems due to carrier:
You agree to wait three weeks after your order registration to file a complaint of non-receipt of your parcels. Any problems incurred by the carrier must be reported to receive the parcel and indicated on the delivery note, accompanied by a signature.
A mail will be sent to the carrier and a copy of this letter will also be sent to the Company CITRAGE in order to preserve the quality of our deliveries.

Payment method


• For individuals: Payment within order.
Payments can be done by credit card by stating your card number, expiry date and the last 3 numbers on the back of your credit card.
All banking transactions are kept secret by CITRAGE.
Orders may be paid by check payable to CITRAGE. The order number and the identification of the buyer email will appear on back of check. All orders that were not accompanied by this rules cannot be honored.
Orders may also be paid by bank transfer to the following bank details:
  Account Name: SAS CITRAGE
  Domicile PARIS PORT ROYAL (00164)
  RIB: 30004 00164 0001007 1709 04
  IBAN: FR76 3000 4001 6400 0100 7170 904
  BIC: BNPAFRPPPGB
An invoice will be provided on receipt of the parcel and filled to the billing address specified in the command line.


• For professionals:
Professionals are considered all persons authorized to sell food supplements and dietary foods for special medical purposes.
Professionals Metropolitan France: Cash upon receipt of invoice or as contractually defined terms, by check or bank transfer. Otherwise, the default interest shall apply in the manner prescribed by law n ° 92-1442 of 31/12/1992, or one and a half (1.5) times the legal interest rate.
Professionals DOM / TOM and abroad: Payment with order.
Payments can be paid by credit card by stating your card number, expiry date and the last 3 numbers on the back of your credit card.
All banking transactions are kept secret by CITRAGE.
Orders may be paid by check payable to CITRAGE. The order number must appear on the check.
Orders may also be paid by bank transfer to the following bank details:
  Account Name: SAS CITRAGE
  Domicile PARIS PORT ROYAL (00164)
  RIB: 30004 00164 0001007 1709 04
  IBAN: FR76 3000 4001 6400 0100 7170 904
  BIC: BNPAFRPPPGB

Price
Prices of products sold by CITRAGE and appearing on the website www.citrage.com are inclusive of all taxes, excluding shipping costs for individuals. Prices inclusive of all taxes reflect the value added taxes available on the date of the order.
For professionals, prices are excluding taxes.


Rules
These general conditions of sale are subject to French law.
Any dispute that cannot be settled amicably shall be decided by the competent Court of Créteil.




Need help ?
Contact our customers support :
+33 9 81 15 47 56
10am - 17pm from Monday to Friday

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