General terms and conditions of sale

Seller identification and purpose

These general terms and conditions of sale govern the purchase of products on the piloupet.com site, operated by INVENTISS AIGENCY, SAS, owner of the Pilou brand, with registered office at 12 rue de Kerante, 56390 Locqueltas, France, and contact email team.piloupet@gmail.com.

By placing an order, the customer declares that they are of legal age and accept these terms.

Personalized products

Pilou portraits and derivative products are made to order from the photo and options chosen by each customer. They are therefore personalized products, made to the consumer's specifications.

Before buying, the customer has a free preview that lets them check the style and result of the portrait.

Prices and VAT

Prices are shown in euros and include the applicable VAT. Standard shipping is €4.95 and free from €79. Shipping costs to other destinations, if any, are shown before the order is confirmed.

Pilou reserves the right to change prices at any time, although the price in force at the time of the order will apply.

Order and formation of the contract

The purchase process consists of selecting the product, uploading the photo, choosing the options, reviewing the order and paying. The contract is formed when Pilou confirms the order by the confirmation email.

Pilou may refuse or cancel an order in the event of an obvious pricing error, unavailability, suspected fraud, or when the photo does not meet the terms of use.

Payment

Payment is made securely through the payment provider at the time of the order. Pilou does not store full card details.

Production, timelines and shipping

Production takes approximately 3 business days, plus a shipping time of approximately 5 business days. These timelines are indicative and may vary depending on the destination and order volume.

Delivery is made to the address provided by the customer, who is responsible for providing a correct and complete address.

Right of withdrawal

In accordance with Article 16(c) of Directive 2011/83/EU and its national transpositions, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized.

Since Pilou portraits and products are made to order from the photo and options you choose, they are excluded from the 14-day right of withdrawal. This is why we offer the free preview before buying and the satisfaction guarantee described below.

30-day satisfaction guarantee

Regardless of the above, Pilou voluntarily offers a 30-day satisfaction-or-refund commercial guarantee. If you do not love your portrait, we refund 100 % of the amount, no questions asked.

This commercial guarantee is additional to and independent of the legal guarantee of conformity and does not limit your rights as a consumer. To use it, write to team.piloupet@gmail.com within 30 days of receiving your order.

Legal guarantee of conformity

All products are covered by the legal guarantee of conformity provided for under consumer law. The seller is liable for any lack of conformity that appears within the legally established periods, which in the European Union are at least two years and, in Spain and Portugal, three years from delivery of the goods.

If a product arrives defective or non-conforming, contact us and we will repair, replace or refund it as appropriate, at no cost to you.

Rights over the photo

The customer declares and warrants that they hold all necessary rights over the photo they upload and that its use to generate the portrait does not infringe any third-party rights, including intellectual property, image or privacy rights.

The customer agrees not to upload unlawful, offensive or infringing content and holds Pilou harmless against any claim arising from the photo provided.

Customer support and dispute resolution

For any question or complaint, you can write to team.piloupet@gmail.com. We will try to provide a solution as quickly as possible.

The European Commission provides consumers with an online dispute resolution platform available at https://ec.europa.eu/consumers/odr.

Applicable law and jurisdiction

The contract is governed by French law, without prejudice to the mandatory consumer protection rules of the customer's country of habitual residence within the European Union, which remain applicable.

As a consumer, you keep the option of bringing proceedings before the competent courts of your place of residence within the European Union.