Terms of sale

Identification

These General Terms and Conditions of Sale (hereinafter referred to as the “GTCs” or the “General Terms and Conditions”) are entered into between CAREL SA (hereinafter referred to as “The CAREL House”, “the House” or “CAREL”), a French simplified joint-stock company (société par actions simplifiée – SAS), chaired by Ms Frédérique PICARD, whose registered office is located at 2 rue Tronchet, 75008 Paris, France.

Registered with the Paris Trade and Companies Register under number 542 109 756
VAT number: FR23542109756
Share capital: €3,551,327.00

And

Any user of the website www.carel-paris.com (hereinafter referred to as the “Site”), subject to the terms and conditions of use set out below.

Access to and browsing of the Site constitute the user’s full and unconditional acceptance of the rules and provisions set out herein.

These General Terms and Conditions are effective as of 1 September 2026.

The CAREL House welcomes you and wishes you an exquisite visit.

ARTICLE 1 — GENERAL TERMS AND CONDITIONS OF ONLINE SALE — ACCEPTANCE

These General Terms and Conditions of Sale, which define the rights and obligations of the parties to a distance-selling contract, apply in their entirety to all contractual relationships between The CAREL House and any user (hereinafter referred to as the “Customer”) purchasing Products through the Site.

By validating an order through the Site, the Customer expressly acknowledges and unconditionally accepts these General Terms and Conditions in their entirety.

By placing an order, the Customer undertakes to comply with these General Terms and Conditions and declares that they are acting solely as a final consumer and for personal purposes.

The Customer further declares that the Products ordered are not intended for any commercial activity and may therefore not be resold, whether directly or through any intermediary.

No terms or conditions other than those of The CAREL House shall prevail over these General Terms and Conditions.

Any provision to the contrary shall be deemed unenforceable against CAREL, irrespective of when such provision may have been brought to the attention of the House.

The CAREL House reserves the right to amend these General Terms and Conditions at any time. Any amendments shall apply exclusively to orders placed after the updated General Terms and Conditions have been published.

ARTICLE 2 — ORDER PROCESS

Prior to making a purchase, the Customer selects the Product(s) they wish to purchase. The characteristics of such Products, including their name, price, quantity, colour and specific features, are either displayed on the Site or have otherwise been communicated to the Customer, who acknowledges and accepts them.

The Customer may add the selected Product(s) to their Shopping Bag, subject to availability, and may modify its contents at any time prior to validating the order.

The Customer must then provide accurate and valid personal information, including:

  • First and last name;
  • Billing address;
  • Delivery address, where different;
  • Email address; and
  • Telephone number.

The Customer is responsible for ensuring that all information provided is accurate and up to date.

The CAREL House shall not be held liable for any consequences resulting from inaccurate or incomplete information provided by the Customer.

The Customer may, if they so wish, create a personal account on the Site in order to securely save their details for future purchases.

After confirming that they have read and accepted these General Terms and Conditions without reservation, the Customer validates their order and proceeds to payment of the purchase price and applicable delivery charges, using one of the payment methods available in their country of residence, including:

Credit Card, American Express, PayPal, PayPal Pay in 4 at no additional cost, Alma, Apple Pay, Klarna (for international orders), as well as other secure payment methods available in certain countries.

Where the Customer has created a CAREL account, they may access their order summary, order status and invoice through their personal account.

The same information shall also be available in the order confirmation email sent to the Customer following validation of their purchase.

A copy of the General Terms and Conditions applicable at the time of purchase shall be attached to the order confirmation email. The Customer is advised to retain this document.

In the event of non-compliance with these General Terms and Conditions, particularly in relation to payment of an order, The CAREL House reserves the right to suspend its services and, where applicable, suspend or terminate the Customer’s account.

Prior to taking such action, CAREL shall inform the Customer within a reasonable timeframe of the situation, of the possibility of remedying it and of their right to dispute the matters alleged against them.

Accordingly, The CAREL House reserves the right to refuse any subsequent order placed by a Customer with whom an unresolved dispute remains outstanding.

In accordance with Article 11 of these General Terms and Conditions, the Customer has, in all circumstances, the right to object to, access and rectify personal data concerning them held by The CAREL House.

ARTICLE 3 — PRICES

The prices of Products offered on the Site are displayed in the currency corresponding to the country selected by the Customer and may be subject to change during the year.

The price charged shall, however, be the price displayed and applicable at the time the Customer validates their order.

For France, delivery charges are displayed separately during the order process, prior to payment, and depend on the delivery option selected, as well as the nature and weight of the Product(s) ordered.

Delivery charges are therefore payable in addition to the price of the Product(s), except for orders exceeding €400, for which delivery is offered.

For international orders, delivery charges, taxes and any applicable customs duties are included in the prices displayed on the Site.

During the checkout process, the Customer may choose to pay these amounts at the time of purchase or subsequently, where this option is available.

DURING SALE PERIODS

For complete transparency, final sale prices displayed on the Site are accompanied by the prices applicable outside the sale period. Such reference prices correspond to Products offered under the same conditions and with the same characteristics throughout the year.

ARTICLE 4 — PAYMENT TERMS

Payment for the Products ordered must be made in full prior to delivery, using the payment method selected through our secure payment system.

For international orders, transportation and customs charges may apply. Where applicable, the Customer may choose to pay these charges when placing the order or subsequently, prior to delivery.

The processing and dispatch of the Product(s) ordered shall take place once payment authorisation has been confirmed by the relevant banking or payment institution.

If payment authorisation is refused, the Customer shall receive an email notifying them that the order has been cancelled and, where available, stating the reason for such refusal.

The Customer warrants that they are fully authorised and legally entitled to use the Credit Card, American Express, PayPal, PayPal Pay in 4 at no additional cost, Alma, Apple Pay, Klarna and any other secure payment method offered on the Site.

For any order exceeding €500, The CAREL House reserves the right to verify the consistency of the information available to it and may request a valid copy of the purchaser’s identity document and proof of address.

These measures are intended to help prevent fraudulent use of payment cards or payment accounts.

In the event of suspected misuse or fraudulent activity in connection with an international order, our logistics partner Global-e reserves the right to cancel the order.

Acceptance of the Customer’s order by CAREL is confirmed by the dispatch of the order confirmation email.

ARTICLE 5 — DELIVERY AND AVAILABILITY

5.1 PRODUCT AVAILABILITY

Product offers remain valid for as long as they are displayed on the Site and subject to availability.

Should a Product become unavailable after the Customer has validated their order, the Customer shall be informed by email and may, where applicable, choose to cancel their order or place a new order for another Product.

In all cases, the amount paid for the unavailable Product shall be credited to the Customer within 15 business days.

The remainder of the order shall be delivered as normal, the Customer expressly agreeing to partial delivery.

5.2 DELIVERY INFORMATION

The Customer is responsible for ensuring the accuracy of the delivery information provided when placing the order, including:

  • First and last name, corresponding to those stated on the recipient’s valid identity document;
  • Postal address;
  • Country;
  • Telephone number; and
  • Email address.

No amendment may be made after the order has been validated.

The CAREL House shall not be held liable for any error in the information provided that may subsequently prevent or compromise delivery.

5.3 DELIVERY LOCATION

The CAREL House offers worldwide delivery.

The Customer must select the delivery location from the options available, whether to their home or to an authorised collection point.

Where delivery is made by a carrier requiring an appointment, the carrier shall contact the Customer in advance to arrange a suitable date and location.

If several delivery attempts are unsuccessful due to the recipient’s absence, the order shall be returned to CAREL’s warehouse and, upon receipt, refunded within 15 business days.

Delivery to a CAREL boutique is not available.

5.4 DELIVERY TIMES

The delivery time indicated in the order summary corresponds to the dispatch time stated on the relevant Product page, to which the processing and transit time must be added.

Orders are prepared and dispatched within 24 to 28 hours on business days.

Delivery times may be extended during periods of particularly high demand, including sale periods.

Transit times vary according to the destination country.

The CAREL House reserves the right to split shipments where necessary.

Where an order is shipped in several consignments, delivery and processing charges shall only be charged once.

In the event of a dispatch or transit delay, the Customer shall be informed by email of any resulting impact on the delivery date initially indicated.

In accordance with applicable law, where delivery is delayed, the Customer may terminate the contract under the conditions and procedures set out in Article L. 216-2 of the French Consumer Code.

Customers are also invited to regularly monitor their order tracking information and to contact Customer Service should they have any questions or encounter any difficulty.

ARTICLE 6 — RETENTION OF TITLE

The CAREL House expressly retains title to the Products delivered until full payment of their purchase price, including any applicable interest.

Failure to make payment may result in CAREL reclaiming the Products.

The foregoing shall not prevent the transfer to the Customer, upon receipt of the Products, of the risks of loss or deterioration of the Products, nor of any damage they may cause.

ARTICLE 7 — RIGHT OF WITHDRAWAL AND RETURNS

7.1 EXERCISING THE RIGHT OF WITHDRAWAL

In accordance with Articles L. 221-18 et seq. of the French Consumer Code, consumers have the right to withdraw from their purchase within fourteen (14) days, without having to provide any reason, from the day on which they, or a third party designated by them other than the carrier, physically take possession of the order.

To exercise this right, the Customer must notify The CAREL House of their decision by means of an unequivocal statement, for example by post or email, sent to:

CAREL
2 rue Tronchet
75008 Paris
France

or by email at bonjour@carel.fr

To assist the House in suggesting alternative Products that may better meet the Customer’s expectations, the Customer may use the model withdrawal form available on the Site. Its use is entirely optional.

To comply with the withdrawal period, the Customer must return the Product(s) before the expiry of the fourteen (14) calendar-day period.

The relevant date shall be the date on which the Product(s) are physically handed over to the carrier. The return transit period is not included in this fourteen-day period.

Products must be returned to The CAREL House together with the corresponding invoice and in perfect resale condition, meaning in their original condition and packaging, with all accessories, documentation and accompanying materials, and suitably protected for transit.

Failure to comply with these requirements may result in the parcel being returned to the Customer.

Any complimentary gifts provided with the order must also be returned with the Products and under the same conditions.

Products returned without their original packaging or in a condition unsuitable for resale may be refused by our Returns Department and returned to the Customer. In such circumstances, no refund shall be issued.

Given the value of certain Products, Customers are strongly advised to insure their return shipment, as they remain responsible for the safekeeping and preservation of the Products until they are received by CAREL.

7.2 RETURN COSTS

For France, return shipping costs for a refund shall be borne by the Customer.

Once the return request has been submitted and accepted by Customer Service, the Customer shall be invited to return the parcel to:

SABOTINE CAREL
35 rue de la Roquette
75011 Paris
France

The parcel must be accompanied by the corresponding invoice and, where applicable, the completed return form.

Returns deposited in a CAREL boutique or sent to a collection point near our warehouse shall not be accepted.

For returns made as part of an exchange for a credit note, return shipping is offered by The CAREL House, subject to prior acceptance by Customer Service. A prepaid return label and return form shall then be provided to the Customer.

For international orders, return shipping costs for refunds shall be borne by the Customer.

The Customer may obtain a prepaid return label through their Personal Account or request one from Customer Service.

The cost of the prepaid return label shall be deducted from the refund and shall amount to 4% of the price paid for the Product(s) concerned.

Where a return is arranged independently using a carrier other than the one offered by The CAREL House, CAREL shall not be held liable for any incident, theft or loss occurring during transit.

For returns made as part of a direct exchange or exchange for a credit note, return shipping shall be offered by The CAREL House, subject to acceptance by Customer Service. A prepaid return label and return form shall be provided to the Customer.

7.3 REFUNDS

Any Product returned in breach of the requirements set out above may be refused by The CAREL House and may therefore not qualify for a refund.

Depending on the damage or deterioration observed, CAREL may also seek compensation from the Customer.

The refund may be deferred until CAREL has received the returned Products or until the Customer has provided proof of shipment, whichever occurs first.

Where the Customer’s withdrawal has been accepted by CAREL, the refund shall be made without undue delay and, in any event, within 14 business days of the date on which CAREL receives the returned Product.

All return shipping costs relating to a refund shall be borne entirely by the Customer.

The CAREL House shall issue the refund using the same payment method as that used for the original transaction.

Orders paid for using a credit note, as well as returned Products that have previously been exchanged, shall be refunded in the form of a credit note valid for one year.

The credit note shall be sent by email to the address of the recipient of the original order within 7 business days.

During sale periods, private sales and exceptional promotional periods, Products purchased at a discounted price may only be exchanged or credited in the form of a credit note, valid exclusively on carel-paris.com for one year.

Refunds shall not be accepted for such Products.

7.4 EXCHANGES

As with returns for refund, Products returned for exchange are subject to the same conditions set out in Article 7.1.

Return shipping costs shall be offered by The CAREL House.

For international Customers, CAREL shall process a direct exchange. Alternatively, where applicable, a credit note shall be issued according to the option selected by the Customer on the return form.

The exchange or credit note shall be processed within seven (7) business days of receipt of the returned Product(s).

7.5 PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL

In accordance with applicable regulations, the right of withdrawal may not be exercised in respect of:

  • Products made according to the Customer’s specifications or clearly personalised Products, such as engraved Products; and
  • Sealed Products which have been unsealed by the Customer and which cannot be returned for reasons of hygiene or health protection.

ARTICLE 8 — STATUTORY WARRANTIES

Under the statutory warranty of conformity, the Customer:

  • Has a period of two (2) years from delivery of the Product in which to bring a claim against CAREL;
  • May choose between repair or replacement of the Product, subject to the cost conditions provided for under Article L. 217-9 of the French Consumer Code;
  • Is exempt from having to prove the existence of the lack of conformity:
    • For new Products: during the 24 months following receipt of the Product;
    • For second-hand Products: during the 6 months following receipt of the Product.

The statutory warranty of conformity applies independently of any commercial warranty that may cover the Product.

The consumer may also invoke the statutory warranty against hidden defects affecting the item sold, as provided for under Article 1641 of the French Civil Code. In such circumstances, the consumer may choose between rescinding the sale or obtaining a reduction in the purchase price, in accordance with Article 1644 of the French Civil Code.

The provisions of this Article 8 do not affect the Customer’s right of withdrawal as provided for in Article 7.

However, pursuant to Article L. 217-8 of the French Consumer Code, the Customer may not challenge the conformity of a Product on the basis of a defect of which they were aware, or could not reasonably have been unaware, at the time of entering into the contract.

Customers are therefore invited to carefully review the Product descriptions, particularly those relating to second-hand Products, for which any scratches, impacts, imperfections or other visible characteristics are specifically described.

Furthermore, given that certain second-hand Products may be particularly old, and despite the care taken by CAREL prior to dispatch, the Customer acknowledges that refurbishment, maintenance or servicing may occasionally be required.

In the absence of a confirmed malfunction, or in the event of abnormal use of the Product — including, without limitation, breakage, oxidation, use contrary to the manufacturer’s recommendations or use inconsistent with the intended purpose of the Product — CAREL shall not be required to repair or exchange the Product and may charge any resulting labour costs.

In accordance with applicable provisions relating to statutory conformity warranties and hidden defects, CAREL shall refund or exchange Products that are defective or do not correspond to their description.

Where the Customer requests a refund, they must first contact CAREL by email at bonjour@carel.fr, providing details of the request and the grounds on which it is made.

If the return is accepted by The CAREL House, the Products must be returned in the condition in which they were received, together with their original packaging and the corresponding delivery note and/or invoice.

To arrange a return in such circumstances without additional transportation costs, the Customer is invited to contact CAREL Customer Service at bonjour@carel.fr and explain the situation.

Once the return has been justified by the Customer and approved by CAREL, the Customer shall receive a prepaid return label by email and the return shipping costs shall be covered by CAREL.

ARTICLE 9 — LIABILITY

The CAREL Site is expressly intended for consumers, and the Products sold are not designed for professional use.

Accordingly, The CAREL House shall not be held liable for any indirect, consequential or intangible loss or damage arising from the use or operation of the Products ordered.

The Products comply with French legislation. CAREL shall not, however, be held liable in the event of non-compliance with the laws or regulations applicable in the country to which the Products are delivered.

It is the Customer’s responsibility to consult the relevant authorities in the country of importation to determine whether the Product is authorised for sale or use there.

The CAREL House shall not be held liable for any failure to perform the contract resulting, on the one hand, from an event of force majeure as defined by Article 1218 of the French Civil Code, and, on the other hand, from any fault attributable to the Customer, any unforeseeable and unavoidable act or event attributable to a third party to the contract, or any consequences arising from improper use of the Products sold on the Site.

ARTICLE 10 — INTELLECTUAL PROPERTY

No element of the Site, including its editorial content, graphics, photographs, logos and trademarks, may be copied, reproduced, modified, downloaded, published, republished, transmitted or distributed in any form or by any means whatsoever without the prior written consent of The CAREL House.

Any unauthorised use of the content or elements appearing on the Site may constitute an infringement of copyright, trademark rights or any other applicable intellectual property rights and may be subject to the penalties provided for by law.

ARTICLE 11 — PERSONAL DATA

The database consisting solely of information provided by Customers has been declared to the Commission Nationale de l’Informatique et des Libertés (CNIL).

In accordance with French Law No. 78-17 of 6 January 1978, the Customer has the right to object to, access and rectify personal data concerning them that has been communicated to CAREL in the course of the contractual relationship.

The Customer may exercise these rights by contacting CAREL by email at bonjour@carel.fr

In accordance with applicable regulations, the Customer’s request must be dated and signed, accompanied by a copy of an identity document bearing their signature, and specify the address to which the response should be sent.

A response shall be provided within two months of receipt of the request.

Where the Customer has expressly indicated their consent upon registration, The CAREL House may:

  • Send promotional offers, newsletters and other communications relating to CAREL;
  • Authorise the transmission of personal data to CAREL’s commercial partners, subject to applicable legal requirements and consent where required.

Unless otherwise authorised, CAREL shall use the Customer’s personal information solely for the purposes of processing orders, preparing statistics designed to improve the Site and enhancing the services offered.

ARTICLE 12 — EVIDENCE

Unless the Customer provides evidence to the contrary, CAREL’s automated recording systems shall be deemed to constitute evidence of the nature, content and date of the sales contract.

ARTICLE 13 — APPLICABLE LAW, DISPUTES, COMPLAINTS AND MEDIATION

These General Terms and Conditions and the contract to which they relate are governed by French law.

The language of the contract is French.

In the event of judicial proceedings, the French courts shall have jurisdiction, subject to any mandatory provisions of applicable law.

For any complaint, the Customer is requested to first contact CAREL Customer Service at:

bonjour@carel.fr

In accordance with the rules applicable to consumer mediation, any consumer dispute must first be submitted in writing to CAREL Customer Service before a request for mediation may be made.

If the disagreement persists, and in accordance with the provisions of the French Consumer Code relating to the mediation of consumer disputes, the Customer may have free recourse to the mediation service offered by The CAREL House.

The consumer mediator appointed by The CAREL House is CM2C.

The mediation service may be contacted:

By email:
cm2c@cm2c.net

By post:
CM2C
14 rue Saint Jean
75017 Paris
France