Terms and Conditions of Sale | Petit Loulou

Last updated: 3 October 2025

Preamble

Please read these Terms and Conditions of Sale of the petitloulou.com website carefully. The Consumer may print and or save these TCS by clicking here.

1. Definitions

In these Terms and Conditions of Sale (hereinafter “TCS”), the following terms, used in the singular or plural, have the meanings below:

Website: the online sales website operated by the Seller and accessible at petitloulou.com, allowing the presentation and sale of Products.

Seller: EI Fabry Mathilde, registered with the Répertoire des Métiers of Angoulême under SIRET 933 008 377 00022, registered office at 2 rue Sainte Barbe, 16730 Fléac, France. EU VAT number: FR30933008377, publisher and operator of the Website, as identified in the Legal Notice.

Environmental responsibility
As part of an ethical and sustainable approach, the Seller is committed to reducing the environmental impact of its products and packaging. Products are registered with State approved eco-organisations to ensure end of life recycling:

• Packaging stream: CITEO member — pending approval
• Toys stream: EcoMaison member — FR466687_12PVQY

Consumer or Customer: any natural person of legal age and capacity acting for purposes that are outside their trade, business, craft, liberal profession or agriculture.

Product(s): all items offered for sale on the Website by the Seller, whether tangible goods for example plush toys, textile items or digital goods for example PDF sewing patterns.

The Website allows Consumers to purchase in particular:

• collectible plush toys and the Timeless Collection
• custom plush toys based on drawings
• decorative cushions
• stationery items posters, stickers, postcards
• DIY sewing kits and sewing patterns in PDF format

Order: the Consumer’s firm and final commitment regarding one or more Products offered for sale on the Website.

Delivery: the physical handover to the Consumer of the Products ordered, in accordance with these TCS.

Delivery area: the countries and regions to which the Seller offers delivery of Products, as specified in the Delivery section.

Customer service: the Seller can be contacted by email at info@petitloulou.com, via the contact form available on the Website homepage petitloulou.com, and by phone at 07.66.98.35.55.

2. General provisions regarding the Terms and Conditions of Sale

2.1 Purpose and scope

These TCS exclusively govern online sales of Products on petitloulou.com between the Seller and any Consumer, in accordance with Articles L.441-6 of the French Commercial Code and L.111-1 of the French Consumer Code. Their purpose is to define the parties’ respective rights and obligations and the steps of the ordering process. Products are intended for end Consumers, excluding any reseller or intermediary acting on behalf of resellers.

2.2 Acceptance of the TCS

Any Order placed on the Website implies full and unconditional acceptance of the TCS in force on the day of the Order. The Consumer confirms this acceptance by ticking the dedicated box “I accept the Terms and Conditions of Sale” before validating the Order. Validation of the Order constitutes a firm and final commitment by the Consumer. The TCS are available to the Consumer on the Website and may be printed and or saved. In accordance with Article 1127-1 of the French Civil Code, the Seller ensures their retention and reproduction.

2.3 Opposability, amendments and validity

The Seller may amend the TCS at any time. The applicable TCS are those published on the Website at the date of the Order. Amendments do not apply to Orders already validated. The TCS are drafted in French. In the event of translation into another language, only the French version shall prevail in case of dispute or difference in interpretation. If any provision is held invalid, this shall not affect the validity of the remaining provisions. Failure by the Seller to enforce any provision at any time shall not be construed as a waiver.

3. Products

3.1 Information and essential characteristics

Each Product offered for sale on the Website has a descriptive page with its essential characteristics, including:

• nature and category of the Product intended use, recommended age, number of parts
• substantial qualities materials, accessories
• where applicable, rules of use, instructions or manuals
• one or more photographs
• price including all taxes VAT included

The Consumer may obtain additional information by contacting the Seller. Descriptions are prepared with great care to provide a faithful and accurate depiction. Due to digital display, minor differences may appear between on screen perception especially colors and textures and the Product delivered. Such variations do not engage the Seller’s liability and do not affect the validity of the sale.

3.2 Packaging and product updates

Packaging and visual identity may evolve to reflect the Seller’s CSR commitments, including reduced environmental impact and improved recyclability. Despite efforts to keep visuals up to date, the Product delivered may have packaging different from that shown at the time of Order, without affecting quality or essential characteristics.

3.3 Availability and validity of the offer

Product offers and prices are valid while visible on the Website and within available stock.

If a Product becomes unavailable after Order validation, the Seller will inform the Consumer as soon as possible and may offer an exchange or refund. In case of cancellation, the refund will be made within a maximum of 30 calendar days from payment for the unavailable Products. Contractual information, presented in French, is summarized and confirmed at Order validation.

3.4 Compliance and warranties

Products comply with French legislation in force relating to safety, health and consumer protection at the time they are placed on the market. The Seller cannot be held liable in case of non compliance with the laws of another delivery country. The Consumer is solely responsible for checking compliance with local standards.

Under the legal warranty of conformity and the warranty against hidden defects, the Consumer is entitled to repair or replacement of a non conforming or defective Product. Where an exchange is possible, the Seller will favor that solution. If repair or replacement is impossible, the Consumer may obtain a price reduction or a refund. Any claim, request for exchange or refund must be sent to the Seller in writing, preferably by registered letter with acknowledgment of receipt, to 2 rue Sainte Barbe, 16730 Fléac, France, within 14 days of receipt of the Product.

4. Prices

4.1 Sale prices

Prices on the Website are shown in euros, VAT included, excluding shipping fees. Shipping fees are charged in addition and specified during checkout, as per section 10.4 “Shipping fees”. The total amount due, including Product price and shipping fees, is displayed before final confirmation.

4.2 Changes

The Seller may change prices at any time without prior notice. The price charged is the one indicated at Order validation. Price changes apply only to Orders placed after their publication.

5. Geographic areas and ancillary costs

Online sales are open to buyers residing in the countries offered during checkout. The Website is configured for certain areas including mainland France, certain EU countries, the United Kingdom, Switzerland, the United States and Canada.

For any other destination not offered automatically, the Consumer should contact the Seller to confirm feasibility and conditions. Delivery areas and any applicable costs and formalities are detailed in section 10, in particular 10.1 and 10.4. Telecommunication costs required to access the Website are at the Consumer’s expense.

6. Ordering process and contract formation

Step 1 — Account creation or guest checkout
The Consumer may order either by creating a customer account which stores order history and invoices or by checking out as guest by entering contact details name, shipping address, email, phone. In both cases, the Consumer agrees to provide accurate and up to date information. Processing of personal data is described in section 17.

Step 2 — Product selection and adding to cart
The Consumer selects Products by opening the related product page and, where applicable, choosing options size, model, quantity. They can either add the Product to the cart to continue shopping and complete checkout normally or use the express checkout option provided on the Website for example “Buy with Shop” or “More payment options”. When added to the cart, a popup “Item added to cart” confirms the action.

Step 3 — Cart review and validation
For the classic flow only. With express checkout, the Consumer is redirected to payment. The cart can be accessed at any time to review, modify or validate contents. It shows a summary of selected Products name, quantity, unit price and computed subtotal. The Consumer can correct errors change quantities, remove an item. Taxes, any discounts and shipping fees are calculated and displayed at the next step before final confirmation. Click the button to confirm the cart and proceed to payment.

Step 4 — Payment
The Consumer confirms shipping details, selects a shipping method and chooses a payment method among those offered see section 9. A complete summary is then displayed, including Product prices VAT included, any discounts and shipping fees by method. The Consumer must verify accuracy before final confirmation. Validation of payment implies full acceptance of these TCS and renders the Order firm and final.

Step 5 — Order confirmation and contract formation
Once validated and paid, the Seller acknowledges receipt on a confirmation page and sends a recap email to the address provided. The contract is deemed concluded on the date of payment validation. The Consumer should keep the confirmation email. An invoice is issued for each Order and sent by email. To reduce environmental impact, no paper invoice is included unless expressly requested. Unless proven otherwise, data recorded by the Seller and the payment provider constitutes proof of all transactions. Order confirmations and invoices are archived on a durable medium.

7. Order cancellation by the Seller

The Seller may cancel any Order for legitimate reasons, including:

• abnormal, incomplete or incorrect Order
• manifestly erroneous data provided by the Consumer
• payment refusal by the Consumer’s bank, bank opposition or suspected fraud
• manifest error regarding price or availability due to an IT or technical issue
• Orders placed by a buyer who is not an end Consumer for example abnormally high quantities for resale
• prior dispute relating to payment or receipt of a previous Order
• force majeure as defined in section 15

In case of cancellation, the Consumer will be informed as soon as possible and any sums already paid will be fully refunded.

8. Right of withdrawal

8.1 What is the right of withdrawal

In accordance with Articles L.221-18 et seq. of the French Consumer Code, the Consumer has 14 calendar days to withdraw without giving reasons and without penalties excluding return costs.

• Single delivery: the period starts on the day the Consumer or a designated third party receives the Product.
• Multiple deliveries: the period starts on receipt of the last Product.
• If the period ends on a Saturday, Sunday or public holiday, it is extended to the next working day.

After this period, the Product is deemed accepted. Return costs are borne by the Consumer see section 8.3.

8.2 How to exercise the right of withdrawal

To exercise the right of withdrawal, the Consumer must notify an unambiguous statement:

• by post to: EI Mathilde Fabry, 2 rue Sainte Barbe, 16730 Fléac, France
• or by email to: info@petitloulou.com

A model withdrawal form is available in the Annex. Any statement sent before the 14 day period expires is valid.

8.3 Returns

The Consumer must return the Product no later than 14 days after communicating the decision to withdraw, to the address in section 1. Products must be returned complete, in perfect resalable condition and, if possible, in their original packaging or suitable packaging. The Consumer is responsible for proper packing and protection during return shipment. The Seller is not liable for loss or damage during return transit.

Any Product returned damaged, incomplete, depreciated or insufficiently protected may be refused or refunded only partially, based on the condition found. In such case, the Product will not be sent back to the Consumer and remains the Seller’s property.

Returns are at the Consumer’s risk. Keep the proof of posting and tracking number. In case of a dispute with the chosen carrier, the Consumer must take steps with that carrier.

8.4 Refunds

Subject to a compliant return, the Seller refunds the total price of returned Products and the initial shipping fees at the standard rate. However:

• for partial returns, initial shipping fees are not refunded
• extra fees for a premium delivery method are not refunded
• customs duties, import taxes and brokerage fees paid outside the EU are not refunded by the Seller
• promo codes are not recredited or reissued. Gift cards, where applicable, are recredited up to the refund amount.

Refunds are made using the same payment method within a maximum of 14 days. Interbank delays may apply. Under Article L.221-24, the Seller may defer the refund until actual recovery of the Product or receipt of proof of shipment, whichever occurs first.

In practice, the refund is processed upon receipt and verification of the Product, subject to compliance with the return conditions. The Consumer will be informed by email.

8.5 Exclusions from the right of withdrawal

Under Article L.221-28, the right of withdrawal does not apply to:

• goods made to the Consumer’s specifications or clearly personalized for example plush toys embroidered with a name, toys made from a drawing provided, specific color or fabric choices
• sealed goods which are not suitable for return for health or hygiene reasons and which were unsealed after delivery
• digital content supplied on a non material medium when performance has begun after the Consumer’s express consent and express waiver of the right of withdrawal for example PDF sewing patterns

In these cases, the Consumer cannot claim a refund.

9. Payment

The total price is due immediately when ordering, including for preorders. Payment methods offered on the Website:

• Shop Pay
• bank card Visa, Mastercard, American Express
• PayPal
• Apple Pay

Regardless of the method, the Consumer is redirected to the relevant secure payment platform. No banking data transits or is stored on the Website. Online card payments are secured by encryption in line with current standards. The Seller does not have access to the Consumer’s banking information.

By providing banking information, the Consumer authorizes the Seller to debit the total amount of the Order. Under Article L.133-8 of the French Monetary and Financial Code, a card payment instruction is irrevocable. If the bank refuses payment or the Consumer makes a bank opposition, the Order is automatically cancelled.

Currencies display and conversion

For international browsing convenience, prices may be displayed in the Consumer’s local currency USD, CAD, GBP as an indication. The final payment is always made in euros EUR, the sole billing currency of Petit Loulou. The amount debited in the Consumer’s currency is converted by their bank at the bank’s exchange rate and any conversion fees applied. The Seller is not responsible for differences due to currency conversion.

10. Delivery

10.1 Delivery area

Products are shipped from France to: France mainland, Belgium, Luxembourg, Netherlands, Germany, Denmark, Sweden, Ireland, Spain, Portugal, United Kingdom, Switzerland, Japan, Canada and the United States.

For deliveries outside the European Union, in particular to the United Kingdom, Switzerland, Japan, Canada and the United States, customs duties, import taxes and brokerage fees may apply on arrival. These fees are independent from the Seller, remain entirely at the Consumer’s expense and cannot be refunded by Petit Loulou.

The Seller may refuse an Order if the destination is not covered by the carrier or entails disproportionate logistics costs. No deliveries to PO boxes, military addresses or overseas territories DOM TOM unless agreed in advance. Any Order placed with an ineligible address will be cancelled and refunded less any transaction fees where applicable.

For shipping to such zones, the Consumer should contact the Seller before ordering for a specific quote. For any other delivery area, contact the Seller beforehand to assess feasibility and conditions.

10.2 Delivery methods

Products are delivered to the postal address provided by the Consumer. The Consumer must ensure accuracy and completeness name, full address, access codes, phone number. If an error makes delivery impossible or causes a return address incomplete, input error, PO box, military address, extended absence, the parcel will be returned to the Seller.

The Seller will then refund the Order amount less shipping fees, which remain at the Consumer’s charge even if delivery was initially offered. If the Consumer requests reshipment, new shipping fees will be charged.

The Consumer can choose among the delivery methods offered depending on geography, order type, weight or volume. Available options, related fees and indicative timelines are shown before final validation.

Indicatively, the main options include: home delivery Colissimo, DHL or equivalent and pickup point or locker Mondial Relay or equivalent.

Delivery times vary by carrier and destination. The Seller is not responsible for delays due to the carrier, customs or circumstances beyond control.

Transparency on shipping fees
The Seller applies actual shipping fees rather than including them in Product prices, in order to limit taxes and import duties for customers outside France and to provide fair and transparent pricing, with lower overall fees when multiple items are ordered together.

10.3 Delivery times

Delivery times shown correspond to carrier transit times for the method selected. They exclude order preparation and processing time by the Seller. The start date is the day of dispatch notified by email with a tracking number.

Times are indicative and may vary due to transport conditions. Peak periods for example Christmas, severe weather or exceptional circumstances may extend timelines. In case of force majeure, see section 15.

In case of delay exceeding 30 calendar days after the indicative date, the Consumer may cancel the Order in accordance with Article L.216-2 of the Consumer Code.

For made to order, personalized or preorder items, delivery times include an additional manufacturing period specified on the product page or communicated before validation.

10.4 Shipping fees

Shipping fees are charged in addition to Product prices. Applicable fees can be consulted at any time via the link available in the Website footer and are displayed at checkout before validation. The amount varies by delivery method, parcel weight and or volume, and delivery area. For shipments outside the European Union, see section 10.1.

10.5 Late delivery

In case of delay exceeding 30 calendar days after the indicative date, the Consumer may terminate the contract under Articles L.216-2 and L.216-3. The Seller will refund all sums paid including initial shipping fees within 14 days from termination. From physical possession of the Products, the risks of loss or damage pass to the Consumer.

10.6 Pickup within carrier deadlines

Depending on the delivery method, the Consumer must collect the parcel within the deadlines indicated by the carrier. Otherwise, the parcel is returned and the Order is refunded excluding shipping fees, which remain at the Consumer’s expense.

10.7 Checks upon receipt

The Consumer must check the apparent condition of the parcel and Product(s) upon delivery. In case of visible anomaly damaged or opened parcel, missing or damaged Products, the Consumer must immediately make clear and precise reservations on the carrier document and, if necessary, refuse delivery if the parcel is visibly damaged. The Seller recommends never accepting a parcel with visible damage.

If a parcel in good condition is refused without justification, the Seller will refund the Order amount less shipping fees. For any anomaly discovered after receipt or non conformity of the Product, see section 12 and section 13.

10.8 Delivery of digital products

The Seller delivers downloadable PDF digital Products within 48 hours after payment at the latest. Products are delivered via a download link sent by email to the address provided. The Consumer should check spam folders and contact the Seller if not received.

The link remains active for 30 days. Products are also accessible in the customer area for 30 days. Beyond this period and upon simple request to info@petitloulou.com, the Seller may resend the link subject to buyer identity verification.

The number of downloads per purchase is limited by default to five to prevent fraud and unauthorized sharing. The Consumer must keep and back up the file.

Digital Products are for strictly personal, non commercial use. Any reproduction, distribution, resale, public availability, online publication, link sharing or derivative use beyond this scope is prohibited without prior written authorization. Personal printing is allowed.

No physical shipment is due for digital Products. Prices include all applicable taxes including VAT where applicable. If a file is unreadable or corrupted, the Seller will resend a working link free of charge upon notice from the Consumer.

Under Article L221-28 13 of the Consumer Code, if the Consumer requests immediate performance of digital content not supplied on a material medium before expiry of the withdrawal period, they acknowledge and agree to waive the right of withdrawal once performance has begun. The Seller collects this express consent at payment.

Technical prerequisites: Internet access and a current PDF reader are required. Receipt of the email and access to the link depend on the accuracy of the email address and the configuration of the Consumer’s mailbox.

11. Retention of title and transfer of risk

Risk of loss, theft or damage transfers upon effective delivery to the Customer upon physical handover to the Customer or a designated third party. Title to the Product(s) transfers only after full payment of price, fees and taxes. Until full payment, Products remain the Seller’s exclusive property in accordance with Article 2367 of the French Civil Code.

12. Receipt, conformity and returns — practical cases

12.1 Your parcel is damaged

Check the apparent condition of the parcel and Product(s) upon delivery. The Seller recommends never accepting a damaged parcel. To allow recourse against the carrier, notify any reservation within three (3) days excluding public holidays from receipt and include photos of the parcel and Product. Send via the contact form on the Website under “Customer service” or by email to info@petitloulou.com.

12.2 The Product received is not as per the contract

If the Product does not match the Order reference error, color, quantity, features, see section 13.1 Legal warranty of conformity for replacement, repair or refund terms.

12.3 The Product is defective

In case of a defective Product, see sections 13.1 and 13.2 for statutory warranty conditions and steps.

12.4 The Consumer wishes to exercise the right of withdrawal

The Consumer may return a Product without reason within 14 calendar days from receipt. Practical terms are set out in section 8.

13. Statutory warranties

13.1 Legal warranty of conformity

Under Articles L217-3 to L217-20, the Seller must deliver goods in conformity and is liable for any lack of conformity existing at delivery. A Product is non conforming in particular when it does not match the description characteristics, model, color, accessories, is not fit for the usual purpose of similar goods, or does not provide the quality, durability or safety the consumer can reasonably expect.

The Customer has two (2) years from delivery to bring an action. Defects appearing during this period are presumed to have existed at delivery. The Customer may request repair or replacement. Conformity restoration is at no cost to the Customer. If impossible or disproportionate, the Customer may request a price reduction or rescind the sale refund against return. The legal warranty of conformity applies independently of any commercial warranty. The Seller does not offer any additional commercial warranty.

Note for Petit Loulou Products: given the artisanal nature of our creations, repair may be performed by sending spare parts or, where not possible, by replacing the product.

13.2 Legal warranty against hidden defects

Under Articles 1641 to 1649 of the Civil Code, the Seller is liable for hidden defects that render the Product unfit for its intended use or that so diminish this use that the buyer would not have acquired it or would have paid a lower price if known. The Customer has two (2) years from discovery of the defect to act within a maximum of five (5) years after purchase. The Customer may choose between rescission refund against return or a price reduction under Article 1644.

13.3 Implementing the warranties

Any request relating to a statutory warranty conformity or hidden defects must be sent exclusively by email to info@petitloulou.com. The Seller will assess the request and propose the appropriate solution repair, replacement or refund. For validated returns, return shipping costs are borne by the Seller.

14. Seller liability

The Seller cannot be held liable, to the extent permitted by law, for any damage of any kind resulting from improper use of the Products by the Customer. The Seller’s liability is not engaged in particular in the following cases:

• non compliant or diverted use of the Product
• modification or alteration of the Product by the Customer or a third party
• failure to comply with age or safety recommendations on the Product or the Website
• deterioration due to lack of care, improper storage or unintended heavy use

Photos, visuals and texts on the Website are non contractual. Minor differences that do not affect conformity do not engage the Seller’s liability.

14.1 Limitation of liability

To the fullest extent permitted by applicable law, the Seller shall not be liable to the Customer in the following cases:

• inappropriate or non compliant use of the Product
• cases where the Product has been modified, altered or repaired by the Customer or a third party
• failure to comply with age or safety recommendations shown on the Website or packaging
• deterioration due to poor maintenance, improper storage or excessive use not intended
• indirect damages loss of profit, opportunity, data related to use of the Website or the Products

The Seller cannot be held liable for minor differences between visuals and the Product delivered that do not affect conformity. In any event, if the Seller’s liability were engaged, it would be limited to the total amount of the relevant Order.

15. Force majeure

The Seller shall not be liable for any failure or delay resulting from force majeure as defined by Article 1218 of the Civil Code and French case law. Force majeure events include without limitation:

• natural disasters, fire, flood, storms, lightning, frost
• war, attacks, armed conflicts, riots, acts of terrorism or social movements
• technical failures, power outages, supplier failures, strikes in postal or carrier services
• pandemics, epidemics or government decisions affecting production, transport or delivery

If such an event occurs, the Seller will inform the Customer as soon as possible. Performance is suspended for the duration of force majeure and resumes once the impediment ceases. If suspension exceeds 30 days, either party may cancel the affected Order without compensation.

16. Evidence and archiving

Under Article L213-1 of the Consumer Code, the Seller archives any contract concluded with a consumer for an Order over 120 euros including VAT for 10 years from delivery. The Seller ensures conservation to guarantee reliable tracking and to provide, upon the Customer’s request, a copy of the archived contract.

The Customer may obtain a copy by emailing info@petitloulou.com. In case of dispute, the Seller may demonstrate the reliability of its electronic archiving system that guarantees integrity and traceability of transactions.

17. Personal data protection (GDPR)

In accordance with the General Data Protection Regulation EU 2016 679 and the French Data Protection Act of 6 January 1978 as amended, the Seller undertakes to protect, keep confidential and secure Customers’ personal data. Data collected on petitloulou.com is necessary for order management, customer communications and improving user experience. Data may also be used for marketing only if the Customer has given explicit consent.

17.1 Purposes of processing

• managing and tracking orders, deliveries and invoicing
• communicating with the Customer after sales, support, order updates
• sending promotional offers, newsletters or product information if the Customer has opted in
• complying with the Seller’s legal and tax obligations

17.2 Rights of access and rectification

The Customer has at any time the following rights: access and copy, rectification, erasure right to be forgotten where provided by law, objection, restriction of processing or portability. To exercise these rights, send a request exclusively by email to info@petitloulou.com.

17.3 Retention and security

Personal data is retained for the time strictly necessary for the business relationship and in accordance with applicable legal durations. The Seller implements technical and organizational measures to ensure security and confidentiality secure hosting, restricted access, HTTPS protocol.

17.4 Marketing communications

By entering an email address on the Website, the Customer may receive emails containing information and promotional offers regarding Petit Loulou Products. Unsubscribe at any time via the link in each email or by contacting info@petitloulou.com. Data is never sold or transferred to third parties for commercial purposes.

The Customer acknowledges having read the privacy policy available at petitloulou.com/pages/politique-de-confidentialite and expressly consents to processing for the purposes described above. The Customer may also lodge a complaint with the CNIL if they consider their rights have not been respected: https://www.cnil.fr.

18. Intellectual property

All elements on petitloulou.com including texts, images, graphics, logos, icons, videos, sounds, photographs and their layout are the exclusive property of Mathilde Fabry — Petit Loulou unless expressly stated otherwise. These elements are protected by the French Intellectual Property Code and international copyright and IP laws.

Any reproduction, representation, distribution, modification or exploitation, in whole or in part, without prior written authorization is strictly prohibited and may lead to legal action.

The trademark Petit Loulou is registered with:

• EUIPO European Union Intellectual Property Office No. 015246168
• CIPO Canadian Intellectual Property Office No. TMA1092817

Any unauthorized use, reproduction, imitation or exploitation of the Petit Loulou trademark or Website content is strictly prohibited and exposes the infringer to civil and criminal proceedings, including under Articles L.713-2 et seq. and L.335-2 et seq. of the Intellectual Property Code.

Exception: certain elements for example partner photos, stock images, or service provider logos such as Shopify, Mondial Relay remain the property of their respective owners and are used with authorization.

19. Dispute resolution and prior conciliation

Any complaint relating to an Order placed on petitloulou.com must first be sent to the Seller to seek an amicable solution. Complaints may be sent exclusively by email to info@petitloulou.com.

In case of a dispute, the parties will endeavor to resolve it amicably without third party intervention before any court proceedings or mediation. For international sales, any dispute shall be submitted exclusively to the jurisdiction of the French courts, even in cases of multiple defendants or third party claims.

20. Consumer mediation

In accordance with Articles L612-1 et seq. of the Consumer Code, the Consumer may use a consumer mediator free of charge for any unresolved dispute with the Seller.

Designated mediator: CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice, 49 rue de Ponthieu, 75008 Paris, 01 89 47 00 14, www.cm2c.net, contact@cm2c.net.

The Consumer may also use the European Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr in accordance with Article 14 of Regulation EU No 524 2013.

The parties remain free to accept or refuse mediation and to accept or refuse the mediator’s proposal. For sales outside the EU, a local mediation body may be contacted, but the competence of the French mediator CM2C remains primary.

21. Jurisdiction

For any dispute relating to an Order placed on petitloulou.com or to the interpretation of these TCS, the competent court shall be, at the Consumer’s choice under Article R631-3 of the Consumer Code:

• the court of the defendant’s domicile
• the court of the place of actual delivery of the Product
• the court of the place where the Customer resided at the time of the contract or of the harmful event

22. Governing law and language

These TCS are governed by French law. In case of translation into one or more languages, only the French version shall prevail in case of dispute. For sales outside the European Union, this contract remains governed by French law without prejudice to any more protective mandatory provisions in the Consumer’s country of residence. In case of dispute, the parties will seek an amicable solution before taking legal action.

Translation notice and precedence clause
This English version is provided for convenience. In case of discrepancy or dispute, the French version of the Terms and Conditions of Sale shall prevail.

23. Customer reviews

The Website allows publication of Consumer reviews about Products or services. In accordance with Decree No. 2017-1436 of 29 September 2017 on online consumer reviews, we inform customers that:

• No benefit or consideration discount, voucher is offered in exchange for a review
• Reviews are published within a maximum of seven (7) working days after moderation
• Reviews are kept for a maximum of ten (10) years
• All reviews are moderated to avoid insulting, defamatory, unlawful or unrelated content
• The Seller may contact the author for verification where appropriate
• The Consumer may modify or delete their review by contacting the moderator at info@petitloulou.com
• Publication may be refused for legitimate reasons such as insulting, indecent, defamatory or unrelated content
• A control and verification procedure is in place to ensure authenticity
• Reviews are listed in chronological order from newest to oldest

Annex - Withdrawal form

WITHDRAWAL FORM

To: EI Fabry Mathilde
2 rue Sainte Barbe
16730 Fléac
info@petitloulou.com

I hereby notify my withdrawal from the contract for the sale of the Product described below:

• Product reference:
• Invoice number:
• Order number:
• Ordered on [__________] received on [__________]
• Payment method used:
• Customer’s name and, where applicable, beneficiary of the Order:
• Customer’s address:
• Delivery address:
• Customer’s signature not required for email submission
• Date: