Terms and Conditions of Sale

1. Purpose and scope

These Terms and Conditions of Sale govern the contractual relationship between the company JACQUELINE'S LAB (SAS with share capital of €500, SIREN 101 646 065, Nanterre Trade and Companies Register, registered office: Bâtiment A, Étage 4, Escalier A, 35 Avenue Sully-Prudhomme, 92290 Châtenay-Malabry) and any buyer making a purchase on the site jacquelineslab.com.

Any order placed on the site implies unreserved acceptance of these Terms.

2. Products

The products sold on jacquelineslab.com are complementary feed for dogs.

Product photographs and descriptions are provided for guidance only. JACQUELINE'S LAB reserves the right to modify the composition or packaging of its products in compliance with applicable regulations, in particular Regulation (EC) No 767/2009.

3. Prices

Prices are shown in euros, inclusive of all taxes. JACQUELINE'S LAB reserves the right to change its prices at any time, it being understood that the price applicable to an order is the one in force at the time the order is confirmed.

Delivery charges are shown separately before final confirmation of the order.

4. Ordering

The ordering process is as follows:

Selecting products and adding them to the cart
Confirming the cart and entering delivery details
Choosing a payment method and confirming
Order confirmation by email

JACQUELINE'S LAB reserves the right to cancel or refuse any order from a customer with whom there is a dispute regarding payment of a previous order.

5. Payment

Payment is made online by bank card (Visa, Mastercard, American Express) or by any other method offered at the time of ordering. Transactions are secured by Shopify's payment provider (Stripe).

The charge is taken when the order is confirmed. If payment fails, the order is automatically cancelled.

6. Delivery

Delivery area: Mainland France, Belgium, Cyprus, Germany, Italy, Luxembourg, the Netherlands, Portugal and Spain.

Delivery charges: Delivery is free on any order of an amount equal to or greater than 70 € including tax. Below this threshold, delivery charges are shown when the order is confirmed.

Delivery time: Orders are dispatched within 1 to 2 working days after payment is confirmed. Delivery takes place within 3 to 5 working days in mainland France via Chronopost. For the other countries served, the delivery time and carrier are shown when the order is confirmed.

JACQUELINE'S LAB cannot be held liable for delivery delays attributable to the carrier. The customer will be informed as soon as possible and can track their order using the tracking number sent by email.

If non-delivery is established 15 days after the dispatch date, the customer may contact JACQUELINE'S LAB at cofondatrices@jacquelineslab.com to open an investigation.

7. Right of withdrawal

In accordance with Article L.221-18 of the French Consumer Code, the customer has a period of 14 days from receipt of their order to exercise their right of withdrawal, without having to give reasons or pay penalties.

To exercise this right, the customer must notify their decision to JACQUELINE'S LAB by email at cofondatrices@jacquelineslab.com before the 14-day period expires.

Products must be returned in their original condition, unopened and unused. Return costs are borne by the customer.

Satisfaction-or-refund guarantee: Beyond its legal obligation, JACQUELINE'S LAB offers a refund guarantee of 60 days from receipt. If the customer is not satisfied with the effects of the products after use as directed, they may request a full refund without giving reasons.

8. Refunds

In the event of withdrawal or a claim under the satisfaction-or-refund guarantee, the refund will be made within 14 days from receipt of the return or of the customer's notification, using the same payment method as the one used for the order.

9. Statutory guarantees

All JACQUELINE'S LAB products benefit from the following statutory guarantees:

Statutory guarantee of conformity (art. L.217-4 et seq. of the French Consumer Code): 2 years from delivery of the product
Guarantee against hidden defects (art. 1641 et seq. of the French Civil Code)

In the event of a defective or non-conforming product, the customer must contact JACQUELINE'S LAB at cofondatrices@jacquelineslab.com.

10. Liability

JACQUELINE'S LAB complementary feed is intended for dogs in generally good health. It is not a substitute for veterinary treatment. In the event of a diagnosed condition or ongoing medical treatment, we recommend consulting a vet before use.

JACQUELINE'S LAB cannot be held liable for indirect damage resulting from the use of its products.

11. Personal data

The data collected when ordering is necessary for its processing and for delivery. It is neither sold nor passed to third parties, other than the providers required to fulfil the order (carrier, payment provider).

Under the GDPR, you have the right to access, rectify and delete your data by contacting: cofondatrices@jacquelineslab.com.

12. Mediation and disputes

In the event of a dispute, the customer should first contact JACQUELINE'S LAB to seek an amicable resolution. Failing a satisfactory solution within 60 days, the customer may refer the matter free of charge to a consumer mediator.

In accordance with Articles L.612-1 et seq. of the French Consumer Code, JACQUELINE'S LAB SAS has appointed the following mediator:

MEDIAVET
126 chemin de l'abreuvoir – 38410 Saint Martin d'Uriage
Site: mediavet.net
Email: contact@mediavet.net

Mediation is free of charge for the consumer. A mediation request can be submitted online on the MEDIAVET website.

The European Commission also provides an online dispute resolution platform: ec.europa.eu/consumers/odr