1- DELIVERY

1.1 - General points

To date, all products for sale in the online shop section of djoliba.com are delivered all over the world according to the carrier's capacities (http://www.laposte.fr/E-commercant/Faire-livrer-vos-produits/Dans-le-monde/Colissimo-Expert-International).
Products are delivered at the address that the customer has mentioned in the online order process. Our delivery times are mentioned below, in the 5.3 paragraph (periods and costs); these are average figures and are the result of treatment and shipping periods. The time may be longer in specific cases, such as products requiring specific shipping processes or temporary unavailability.
DJOLIBA is not liable for the possible consequences of a delivery delay.
Any order that should remain unshipped after a 30-day period, starting from the day of the order, shall be cancelled, unless specific delivery schedule is mentioned in the product presentation.
In case of unusual lateness, we will give you notice of its particular cause by e-mail or any other means of communication as quickly as possible.

2.2 - Delivery Trouble

Any problem noticed by the customer on delivery (damage, product partially missing or not matching the delivery slip...) must be mentioned in detail on the delivery slip (as "Handwritten reservations") and signed by the customer. In the case of a product delivered by LaPoste (French post service), if the parcel should reach the customer unfastened or damaged, the customer must report the fact to the post office he/she depends on, so that LaPoste can establish a "Declaration of spoliation" (170 form) and DJOLIBA can have an investigation launched.
The customer also has the obligation of reporting this anomaly in a letter that shall be sent by registered post within two (2) days to the freight company. A copy of this letter shall be sent simultaneously (along with the original "Declaration of spoliation") by post mail to: DJOLIBA, 18 bis boulevard Riquet 31000 TOULOUSE, France.
No claim that should reach us after the legal period will be treated.

3.3 - Period and cost

Our processing and delivery times are :

- Processing time for any order: two (2) workdays
- Delivery time: see delivery times in the Terms & Conditions of Use documentation of our service providers, Colissimo Expert ; they partially depend on the actual, precise address of delivery (2 to 3 workdays for France Metropolitan)
The delivery fee mentioned to the client when he/she makes an order covers the processing of the order, packing and shipping costs (depending on the service provider chosen by the customer).

In case of returned products, though, if the client uses his/her withdrawal right (see Art. 8, "client satisfaction"), the product(s) should be sent back at the client's expense and risks. Transport shall then be billed and deducted from the refundable sum.

2- CLIENT SATISFACTION

1.2 - Withdrawal deadline

In accordance with the French law (Consumption, article L121-16) and the rules of electronic commerce, the client is entitled to renounce any purchase within 14 days, starting from the day of delivery and shall be reimbursed in exchange for the return of the product(s). Products must be sent back in their original condition and packing, at the client's expense and risk. All return shall be previously noticed to DJOLIBA's Customer Service by sending an e-mail to commandes{at}djoliba.com. The client will be sent a reply e-mail, giving him/her a file number. No product returned without this file number shall be accepted by Djoliba.

2.2 - Refund

In case the client renounces the purchase of (a) product(s), DJOLIBA commits itself to repay the client within 14 days.
The repayment shall occur either by bank transfer or by cheque made out to the client who placed the original order, at the invoice address.

In case of complaint, the client shall give his/her address and other contact details, invoice number, the product(s)'s reference number(s) appearing on the invoice and the reasons of his/her dissatisfaction. No claim for refund shall be fulfilled unless the product(s) is(are) returned in its(their) original state and packing (including all extra material, accessories, manual etc.), with a copy of the original invoice.
Incomplete or damaged products shall not be paid back.

3.2 - Product return agreement

Any return of product is subject to a formal agreement between the seller and the buyer (see procedure, art. 8.1). Taking back a product means that the seller recognises that the delivered product has at least one obvious defect or does not match the client's order. In that case, the client is entitled to a free replacement of the product or a part exchange, but not to damage compensations of any kind. All products must be returned in their original packing within 48 hours after the time of delivery. In some cases, subject to the seller's agreement, photos showing obvious defects, instead of the product itself, might be sent within 48 hours too.
Product returns shall be made out to :
DJOLIBA - Eboutik, 18 bis boulevard Pierre Paul Riquet 31000 TOULOUSE - FRANCE.

4.2 - Exceptions

The client's right to return (a) product(s) does not apply either to audio/video material unpacked by the client, nor to services that DJOLIBA have started to perform before the end of the 7 days period mentioned above.

5.2 - Refusals

No cash with order (payment on delivery) shall be made in any circumstances.

3- CUSTOMER SERVICE

For further information, please contact our customer service at :
ServiceClient{at}djoliba.com