- YOU ARE OUR CUSTOMER
Or ‘you’, ‘customer’, ‘recipient’, ‘buyer’, or any other term referring to ‘you’. As a customer, you may be a private individual or a professional involved in the world of interior design. We undertake to do our utmost to satisfy you, to build a cordial and lasting relationship of trust. In this way, we are at your disposal and attentive to all your comments. By placing your order, you acknowledge that you have full legal capacity to commit yourself under these general terms and conditions of sale.
- THE GENERAL TERMS AND CONDITIONS OF SALE: WHAT DO THEY DEFINE?
Any order you place on our website is subject to these general terms and conditions of sale. Their purpose is to define the sales system and the rights and obligations arising from it. We would like to inform you that the act of purchasing online implies acceptance of these general terms and conditions of sale without the need for a handwritten signature. At the time of each order, we invite you to read the current version of these conditions.
- ONLINE ORDERING: WHAT TRACES ARE KEPT OF THE SALE?
In the absence of proof to the contrary, our computer records, kept in reasonable conditions of security, will serve as proof of the communications, orders and payments that have taken place.
We archive shopping baskets that have been transformed into orders and invoices on a reliable and durable computer medium that can be used as legal proof. We do not pass on data to other companies, with the exception of information required to guarantee the smooth running of your deliveries and customer relations. All our authorised partners guarantee through their compliance with the RGPD that they will not use any information for purposes other than the service for which they are authorised.
4.TERMS AND CONDITIONS OF OFFERS: PRODUCT AVAILABILITY:
4.a. Our items and their prices are valid as long as they are visible on our site, within the limit of available stocks. The prices displayed are valid subject to errors, regardless of whether their source is human or linked to computer operation. All physical products are stored in our warehouses. Our offers are valid subject to the availability of items, management errors or force majeure. In the event of a stock shortage after receipt of your order, we will notify you by email or telephone and we will endeavour to find an appropriate solution.
4.b.Our dematerialised items (e.g. gift vouchers) The amounts to be spent on the purchase of virtual items, or dematerialised items such as gift vouchers, are not included in the calculation to reach the threshold entitling the purchaser to carriage paid. On the other hand, the loyalty points linked to their value are credited to the purchaser’s customer account. When such an item is validated (when it contributes to the payment of an order), its value is taken into account and, as a means of payment, it will contribute to reaching the threshold for free delivery. On the other hand, it neutralises loyalty points in proportion to its value. They have already been awarded at the time the gift voucher was purchased.
5.PRODUCT IDENTIFICATION: INFORMATION PROVIDED:
The photographs, texts, graphics and technical data sheets are for the most part taken from documentation produced by the manufacturers, under their control and with their agreement. No reproduction is authorised without written authorisation from MyInzu. Our photos are not contractual.
6.MARKETING OF PRODUCTS: CONFORMITY OF OFFERS:
The products we offer comply with the legislation and standards applicable in Luxembourg. In the particular case where a parcel dispatched does not contain at least one paper notice in one of the official languages of the country of destination, MyInzu undertakes to provide you with this additional information on paper or in digital form (PDF document for example), according to its possibilities.
For all purchases for export outside the EU, it is your responsibility to check the legislation in force in the country concerned, whether this relates to taxes, declarations, bans, etc. We shall not be held liable in any way.
7.INFORMATION WHEN ORDERING: INFORMATION TO BE PROVIDED:
You are responsible for the information you provide to us when placing an order, including your full name, company name (if applicable), billing and delivery addresses, email address and mobile phone number. All retailers who provide us with their VAT number are required to inform us immediately of any changes to their details. We cannot be held responsible for your input errors and their consequences (e.g. delays or delivery errors). In this context, the costs incurred for the repatriation and reshipment of your order are at your expense. We will deduct them from the amount you have paid before refunding the balance to your bank account.
- ANTI-FRAUD CONTROLS:
In order to ensure the security of transactions and to prevent fraud in the field of distance selling, we carry out random checks during the ordering process.
It may happen that as part of such a check on an order for which we are awaiting payment by bank transfer, we invite you by email to send us proof of: address (electricity bill, telephone or Internet access) and/or identity (national identity card or passport).
If we do not receive the requested documents, or if the documents sent to us do not allow us to validate the buyer’s identity and therefore the integrity of the transfer, we will refuse payment and cancel the order.
9.MEANS OF PAYMENT:
To pay for your order, you have all the means of payment proposed when finalising your order:
Credit card (VISA and Mastercard)
Bank transfer
Orders paid for by bank card (Visa and Mastercard) are validated immediately.
Orders paid for by bank transfer are validated on receipt of the full amount in our bank account. Delivery times are calculated from this date.
- ONLINE PAYMENT: HOW SECURE IS IT?
By paying for your order, you confirm that you have the necessary authorisation to use the method of payment you are using.
We guarantee that your credit card details are encrypted using the S.S.L. (Secure Socket Layer) protocol.
They are never sent unencrypted over the Internet.
Payment is made directly to the bank. At no time do we have access to your credit card numbers.
3-D Secure: an extra level of security for your online credit card payments3-D Secure is an additional level of security known as ‘Verified by VISA’ and ‘Mastercard Secure Code’.
When a user wishes to make a payment on a merchant site, they will automatically be directed to a window operated by their bank. They will have to authenticate themselves in order to validate the payment for their purchase.
What is 3-D Secure used for?
3-D Secure technology is used to enhance the security of credit card payments on the Internet in order to :
- Reduce the risk of fraud, particularly identity theft
- Offer Internet shoppers a reassuring payment process by requiring them to enter a secret code, as is the case with local payments
- Boost the development of e-commerce by increasing cardholder confidence.
What exactly is 3-D Secure?
- 3-D Secure was introduced by the two international card networks VISA and Mastercard. The technology has been adopted by the international banking community.
- 3-D Secure technology enables the cardholder’s bank to send the following information to VISA and Mastercard servers. This technology has been adopted by the international banking community.
- 3-D Secure technology is used to transmit a request for cardholder authentication to the cardholder’s bank, via VISA and Mastercard servers.
This ensures that the card is actually used by the cardholder at the time of each payment. Cardholder authentication is performed by entering a personal identifier. If this is missing or incorrect, the payment cannot be made over the Internet.
Each card-issuing bank decides on the means of authentication it provides to its cardholders.
- PAYMENT.
Payment is due in full from the moment the order is registered (e.g. pending payment). Amounts paid may not be considered as deposits or advance payments.
An order is considered complete when you have paid in full for the goods and your share of the packing costs.
The order form issued by our system in no way represents proof of the transaction.
- WHAT HAPPENS IF PAYMENT IS INCOMPLETE?
Orders for which you have selected payment by card are only taken into consideration when the amount has actually been received by us. If a card payment is unsuccessful, your shopping basket remains active and you can use it to pay with another card or, for example, initiate a bank transfer. Our bank details (RIB) will be sent to you when your order is finalised.
In the communication relating to your transfer, it is compulsory to give us your order number.
We have the right to refuse to dispatch an order that has not been paid for in full, or in the event of a dispute over payment in relation to a previous order or other incident.
We retain full ownership of the goods until receipt of the full amount of your order, including charges and taxes.
On receipt of the goods, the risk passes to you. From that moment on, it is your responsibility to ensure that the goods are in good condition.
- DELIVERY.
Preparation
Your orders are prepared and made available for collection at our logistics centre.
If you selected a carrier when you placed your order, you instruct us to instruct the carrier to make the delivery to the address you have indicated.
It is not possible for us to provide carriers with information other than that which you provide when you place your order, or to request additional services. (No appointments, no calls before delivery, no detailed description of the delivery address, no alternative address in case of absence, etc.).
Your choice of carrier is not binding. We may change this selection at any time without notice.
Configuration
Depending on the weight of your order and the carrier’s conditions, your order will be dispatched in several packages that travel independently of each other. As a result, your parcels may be presented to you a few days later. If you communicate directly with your carrier (e.g. to make changes to your delivery), you should be aware that it is necessary to carry out the same operation separately for each parcel. A parcel is always strapped with reinforced PP (polypropylene) bands. It can be made up of 2 boxes stacked one on top of the other.
Shipping
When your order is dispatched, you will receive an email enabling you to track the progress of your parcel(s). The tracking links may only display your parcel from the evening it is dispatched.
If you have placed an order that will be delivered on a pallet, we ask the carrier to notify delivery. The pallet will be delivered to you by lorry equipped with a tail lift. It will be placed on the ground in front of your house. It is your responsibility to take the necessary precautions to ensure that access is free of obstacles and that the road is in good condition for a lorry to pass. Online tracking of your pallet delivery is not possible.
Responsibilities:
Your responsibility:
To provide complete and correct contact details and to take all necessary steps to ensure that your order can be delivered to you unhindered.
If an order is returned to us with an incorrect delivery address, mobile phone number or e-mail address, or if a delivery is refused for no reason, or if it is not collected from the collection point within the time limit, without any serious fault on the part of the carrier, you will be reimbursed according to the condition of the goods when they are returned, after deduction of our fixed logistics charge. The logistics flat rate is €15.00 excluding VAT per parcel and only partially covers our costs for preparing, dispatching and receiving your order when it is returned. In the case of delivery by pallet, the full cost of transport invoiced to us by the carrier, which depends on the place of delivery and the volume/weight transported, plus a flat-rate charge of EUR 50.00 excluding VAT for preparation and reception on return, will be deducted from your refund.
The carrier’s responsibility
To make the delivery in the best conditions and within a reasonable time. For home deliveries, if the person in charge of delivery cannot find anyone at the address indicated, or if the address indicated is difficult to find, he may leave the delivery at a collection point, with one of your neighbours or in a safe place. For home deliveries, the delivery driver will take your goods to the first locked door on the ground floor. There is no obligation for the delivery driver to come to the door of your flat or house to hand over your parcel (even if it is on the ground floor).
Our responsibility
We are dependent on the 2 responsibilities mentioned above. We are committed to ensuring that they are properly coordinated. We cannot be held responsible for delays. We are your point of contact for any problems relating to your delivery. We act as an intermediary between you and the carrier. We are also economically responsible for the delivery. In the event of a claim, we will settle the final terms and conditions.
What’s more, we take economic responsibility for delivery. In the event of a claim, we will settle the financial terms with you. Under no circumstances will our financial commitment exceed the amount you paid for the parcel concerned.
RECEPTION OF A DELIVERY IN YOUR ABSENCE
Our carriers must not leave any parcel without having received the recipient’s signature in return. In the event of receipt without a valid signature, following a request from the recipient, we decline all responsibility in the event of a dispute. The time limit for complaints is very tight (carrier conditions) and your objection must be received by the carrier (and us) before 8.00 p.m. on the day of delivery.
- DELIVERY TIMES: WHEN WILL YOUR ORDER ARRIVE?
All orders validated and paid for before 9.00 a.m. on a working day are prepared and dispatched on the 2nd working day – barring unforeseen circumstances or force majeure.
Orders paid by bank transfer are not processed until the full amount has been received in our bank account. Goods availability and delivery times are only considered from this date.
- LATE DELIVERY: WHAT SHOULD YOU DO?
If your order has not been delivered within 5 working days* of receiving notification by e-mail that your parcel has been dispatched (not to be confused with the order confirmation), we invite you to use the tracking link in your email or on your customer account to locate your parcel.
If you notice any irregularity, we invite you to report it to us by clicking the ‘report a problem’ button on the ‘My orders’ page of your customer account. We provide you with a direct communication platform that is as secure as possible.
If we are unable to provide you with an immediate response, we will ask the carrier concerned to open an investigation and find a solution.
If the goods are found, they will be re-routed to their destination. If not, we will reship the item(s) once the carrier has confirmed the loss. If any of the items in your order are unavailable, we will refund you in accordance with the terms of these general terms and conditions of sale. We will make every effort to reimburse you within a maximum of 15 days following the date of closure of the carrier’s investigation. The carrier has a legal period of 30 days from the date of dispatch to complete its investigation.
No refund or reshipment of an order, even a partial order, will be made until the carrier’s investigation has been completed.
*) Saturdays, Sundays and public holidays in most of the countries of departure (including Luxembourg) the transit countries and the country of destination are to be considered as non-working days.
- WHAT PRECAUTIONS SHOULD BE TAKEN IN THE EVENT OF AN ANOMALY OR SPOLIATION?
We invite you to check (or have the agent who receives your order check) the apparent condition of the goods on delivery. In the event of an apparent anomaly (damaged parcel with deteriorated contents, product missing compared to our order confirmation, broken products, etc….), you have the right to refuse the parcel and express your reservations to the delivery driver, specifying the anomaly. Be sure to document this action (e.g. by taking quality photos). Then, inform us as soon as possible, within 72 hours of receiving your order, by clicking the ‘report a problem’ button on the ‘My orders’ page of your customer account. We provide you with a direct communication platform that is as secure as possible.
In any event, these precautions do not prevent you from benefiting from the legal guarantees and exercising your right of withdrawal.
- YOU NOTICE A DELIVERY ERROR: WHAT SHOULD YOU DO?
The products delivered do not conform to your order. Make your complaints via our site as soon as possible, within 72 hours of receiving your order, by clicking the ‘report a problem’ button on the ‘My orders’ page of your customer account. We provide you with a direct communication platform that is as secure as possible.
We ask you to document precisely the reasons for your complaint.
- RETURNS OF GOODS
If you need to return products to us, for a situation as described in the previous paragraph (17), we will do everything in our power to resolve your problem as quickly as possible.
To ensure that the return is processed as efficiently as possible, that the diagnosis is effective and that our intervention is rapid, a request for a return should be made by clicking on the ‘report a problem’ button on the ‘My orders’ page of your customer account. We provide you with a direct communication platform that is as secure as possible. We will handle the return and inform you of the outcome.
However, it is your responsibility to prepare the return in accordance with our instructions and in such a way as not to split up into multiple parcels a shipment that was given to you in a single package.
We are, however, prepared to accept the return of our delivery subject to the following conditions:
The time interval between the date on which we respond favourably to your request and the date on which we acknowledge receipt of the return must not exceed 10 calendar days.
You organise the return and bear the shipping and transport costs.
The goods are sent to us in the original, unopened packaging used for shipping.
You bear the risk of any damage or loss during transport.
On the day your parcel(s) leave(s), you must inform us via our communication interface:
The name of the carrier in charge of delivery and the tracking number(s).
You send us your INTERNATIONAL bank details. To avoid mistakes, the easiest way is to upload your bank details.
Items must reach us in perfect condition, with no signs of use or handling.
Once we have received and checked your return, we will refund the amount paid to your bank account, minus our logistics fee.
The logistics fee is €15.00 excluding VAT per parcel and only partially covers our costs for preparing, dispatching and receiving your order when it is returned.
In the case of delivery by pallet, the full transport costs charged to us by the carrier, which depend on the place of delivery and the volume/weight transported, plus a flat-rate charge of EUR 50.00 excluding VAT for preparation and receipt on return, will be deducted from your refund.
As described in paragraph 14 under ‘Liability / Your liability’, this regulation also applies if goods are returned to us for which we are not responsible, e.g. due to an incorrect address, a missing or incorrectly entered mobile phone number, or failure to follow up on a delivery (non-exhaustive list).
The address for returns is that of our logistics centre, mentioned at the beginning of these general terms and conditions.
- INTELLECTUAL PROPERTY RIGHTS
The images on our site are not free of rights.
Without our prior written consent, no image may be copied or downloaded for publication, either publicly or privately. This particularly includes images that contain illustrations other than the products for sale. Publication of images originating from our website will result in legal action.
- PRICES
All orders are invoiced inclusive of all taxes, including VAT.
If you are a private individual or an entity not subject to VAT, you must pay the prices indicated, inclusive of all taxes (V.A.T.), as well as a contribution to packing costs, where applicable.
Non-VAT invoicing is only possible between two VAT-registered entities located in different EU countries.
- YOU ARE AN INTRA-COMMUNITY NATIONAL.
Is it possible to be invoiced excluding VAT?
Yes, it is possible to be invoiced excluding VAT.
Conditions and procedure for a VAT-registered entity:
You represent a non-Luxembourg company located in a Member State of the European Union. BEFORE ORDERING, please enter your company details and VAT identification number in your customer account, under the heading ‘My business details’.
On receipt of your request, we will validate the VAT number and you will have access to our PRO online shop. This allows you to order under professional conditions, excluding VAT. If your details are complete, you will receive a reply within 48 hours.
We reserve the right to refuse any request without obligation to give our reasons.
- YOU ARE A NON-EU NATIONAL.
MyInzu does maintain commercial relations with non-EU countries. We will ship you the products including a recharge of the cost of the logistic. We advise you take a transport and liability insurance coverage as we would not be held responsible for any damage or loss of your product, overseas.
- EXEMPTION FROM LIABILITY: CASES OF FORCE MAJEURE
All facts or circumstances that are irresistible, unforeseeable and independent of the will of the parties are considered to be fortuitous events or force majeure that exonerate liability.
In such circumstances, it is preferable to discuss the impact of the event and agree the conditions under which performance of the contract will continue.
- DATA PROTECTION ACT.
You have the right to access and rectify any data concerning you, and you can exercise this right simply by accessing our website.
If you are unable to connect, you can send us an e-mail to the following address: info@myinzu.com
Depending on the choices you make when creating your customer account, or following activation of a specific e-mail service, you may receive information, and only by www.myinzu.com. You may unsubscribe from any communication not directly related to an order at any time.
- INTERNATIONAL SALE: APPLICATION OF LUXEMBOURG LAW.
Any dispute to which the order may give rise, concerning for example its performance, interpretation, validity or cancellation, will be governed by Luxembourg law (for both formal and substantive rules), to the exclusion of the provisions of the Vienna Convention of 11 April 1980 on the international sale of goods.
- SCOPE OF THESE CONDITIONS: THE INVALIDITY OF ONE CLAUSE DOES NOT AFFECT THE OTHERS
If one or more stipulations of these general terms and conditions are held to be invalid or declared as such in application of a law, regulation or following a final decision by a competent court, the other stipulations will retain all their force and scope.