Terms of sale
1. Purpose / Company
These General Terms and Conditions of Sale are entered into between, on the one hand, Maison Close - 85 Great Portland Street,, First Floor,W1W 7LT, London, United Kingdom. Company number: 15608176
And, on the other hand, any individual making a purchase on the website maison-close.com, which is freely accessible to any internet user.
The General Terms and Conditions of Sale apply exclusively to the online sale of Maison Close products.
These conditions and the online order form constitute the contractual documents binding upon both parties, to the exclusion of any other document, brochure, catalog, or product photographs, which are for informational purposes only.
The confirmation of an order by the customer implies full acceptance of the General Terms and Conditions of Sale in effect on the day of the order, the preservation and reproduction of which are ensured by the professional seller, in accordance with Article 1127-2 of the French Civil Code.
1.1 Modification of the General Terms and Conditions of Sale
The professional seller reserves the right to modify these General Terms and Conditions of Sale at any time.
In the event of modification, the applicable General Terms and Conditions of Sale will be those in effect on the date of the order, a dated copy of which can be provided to the consumer upon request.
1.2 Clauses of the General Terms and Conditions of Sale
The invalidity of any clause within these General Terms and Conditions of Sale shall not affect the validity of the other clauses.
The temporary or permanent failure of the professional seller to enforce one or more clauses shall not be deemed a waiver of the right to enforce any of the other provisions, which will continue to remain effective.
2. Prices
The sale price of the products is the price in effect on the day the order is placed. Prices are stated in Euros, including all taxes (TTC), but excluding shipping costs. Prices include the applicable VAT rate on the day of the order. Prices cannot be modified once the order is placed by the customer.
Our shipments are made inclusive of import duties and VAT. In the case of promotional pricing, the seller agrees to apply the promotional price to any order placed during the promotional period.
2.1 Price Modifications
The seller reserves the right to modify its prices at any time, particularly in the event of increased costs. However, any price change occurring after an order is placed will not affect the order, and the price applicable will be the one set at the time of purchase.
2.2 Payment Terms
Payment is due in full at the time of order placement.
2.3 Secure Payment Methods
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Credit Card (Visa, Mastercard...)
This is the simplest and fastest way to place an order. Our credit card payment system is secured by our banking partner. Your card information is encrypted directly from your device and transmitted securely to the bank for authorization. Encryption codes are regularly updated.
Your card number does not circulate online without encryption, and the maison-close.com website does not receive or store your banking details. This is why you will be asked to enter your payment details for each new order.
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Klarna
Klarna offers a secure payment method allowing you to pay in three installments without fees if you pay on time. Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply. Klarna’s simple payment solutions are available at over 200,000 online shops, and more than 95 million customers worldwide have used them.
2.4 Non-Payment
If payment is declined, the seller reserves the right not to ship the products.
3. Retention of Ownership
The seller retains ownership of the products until full payment has been received. Until ownership is transferred, the buyer must take all necessary precautions to ensure the products remain in good condition.
4. Orders
Maison Close commits to fulfilling orders subject to product availability. In case of product unavailability, Maison Close will promptly notify the customer using the contact details provided.
4.1 Order Modifications
4.1.1 By the Buyer
All orders are considered final. Once payment has been confirmed, no modifications to the product, size, color, or delivery address will be accepted. As soon as the payment is validated, the order is sent for preparation to ensure swift delivery.
Should you wish to return an unwanted item, please follow our return procedure upon receiving your order.
4.1.2 By the Seller
The seller is obligated to deliver a product that conforms to the order.
If the ordered product is unavailable, the seller will refund the product using the same payment method as the initial transaction.
4.2 Validity of the Order
The seller reserves the right to refuse any order for legitimate reasons, particularly if the quantities ordered are unusually high compared to typical consumer purchases.
4.3 Order Cancellation
4.3.1 By the Buyer
The buyer may cancel the order by sending a registered letter with acknowledgment of receipt in the following cases:
- Delivery of a product that does not conform to the description
- Failure to deliver within 30 days following the order, after the seller has been given reasonable notice to fulfill the delivery
4.3.2 By the Seller
The seller may cancel the order in the following cases:
- The buyer refuses to take delivery
- Non-payment at the time of delivery
5. Products
5.1 Product Characteristics
Before placing an order, customers may consult essential product characteristics via pre-contractual information made available on the seller’s website or catalog.
The photographs and graphics provided are for illustrative purposes only and do not constitute a binding contractual guarantee of exact product likeness.
5.2 Stock Availability
Products are offered and delivered within the limits of available stock.
If a product is unavailable, the seller will notify the buyer promptly and may offer a product of similar quality and price or a voucher for the amount of the order. If the buyer does not agree, the seller will refund any payments made within 30 days.
6. Conformity
The seller is responsible for ensuring that the product delivered conforms to the order, in accordance with applicable consumer laws.
7. Returns and Refunds
7.1 Returns
Maison Close is committed to providing you with premium service. If you are not satisfied with a product you ordered, you may return it free of charge.
You have 30 days from the receipt of your package to initiate your return.
Items must be unworn and returned in their original packaging in good condition, with all original tags and sealed security ties (zip ties) intact. Items that are returned damaged, soiled, or without tags and sealed security ties will not be accepted.
For hygienic reasons, the following items cannot be returned: nipple covers, micro thongs, latex pieces, BeGloss latex care products.
Once the packaging has been opened, the following items cannot be returned: stockings, tights, socks, candles, masks.
Please find the return procedure here.
Refunds will be issued by re-crediting the original payment method used at the time of purchase (credit card, PayPal, or e-gift card).
Maison Close reserves the right not to refund items if any of the above conditions are not met.
If the item is non-refundable, we may return it to you at your expense in accordance with our returns policy.
7.2 Defective item
Any defective item purchased on our website https://maison-close.com must be returned within 14 working days from the receipt of your order.
In the event that you received a defective product we are committed to provide you with the utmost customer support to resolve the situation in a timely manner.
Upon receipt of your defective item, a new one will be shipped out within 14 working days.
7.3 Exchange an item
Items can't be exchanged on our website. If you want a new size, model or color, we invite you to return and order again on our website.
Your account will be credited for the original purchase amount and shipping costs only for defective products.
A confirmation email will inform you when your refund has been processed.
8. Discreet Delivery
8.1 Packaging
Your order will be shipped in a discreet and durable box, with the products well-protected. No external markings will indicate the contents of the package.
If you wish to send a gift, you may select a different delivery address from the billing address during checkout. The recipient will receive the package without an invoice, which will be sent separately to the gift sender.
8.2 Delivery Times
Delivery times vary depending on the selected carrier and the destination country. For more details, please refer to our Shipping policy section on our website.
Orders placed on Saturdays or Sundays will be processed on Monday morning. Orders are not processed during weekends.
Delivery times do not include the standard processing time of one business day.
8.3 Transfer of Risk
The risk of loss or damage to the goods is transferred to the customer when they, or a third party designated by them, take physical possession of the goods.
If the product is delivered by a carrier chosen by the seller, the goods travel at the seller's risk.
However, if the customer chooses their own carrier, the goods travel at the customer’s risk from the moment the carrier takes possession of the item.
9. Confidentiality and Protection of Personal Data
As part of its operations, Maison Close, acting as the data controller, processes its customers’ data in compliance with personal data protection regulations.
The use of certain data is strictly necessary for the performance of this contract or the legitimate interest of the data controller. The purpose is to ensure optimal customer relationship management within the activities governed by these General Terms and Conditions of Sale.
Collected data is retained for the duration necessary to fulfill the purposes outlined in these terms.
During this period, Maison Close implements all necessary measures to ensure the confidentiality and security of personal data, preventing damage, erasure, or unauthorized access.
In accordance with the applicable regulations (EU Regulation No. 2016/679 of April 27, 2016), customers have the right to access, rectify, object, limit, transfer, and delete their personal data.
Customers can contact Maison Close directly through our contact page or by mail at:
MAISON CLOSE WEB - Service Retour - 560 avenue du Garlaban - 13420 GEMENOS
10. Right of Withdrawal
In accordance with Article L221-28 of the French Consumer Code (formerly Article L121-21-8), customers are informed that the right of withdrawal cannot be exercised in certain cases, particularly if the products have been worn due to hygiene reasons.
10.1 Conditions, Period, and Withdrawal Process
By accepting these General Terms and Conditions of Sale, you are entitled to withdraw from your purchase without giving any reason, within 14 days starting the day after you receive the products.
Please note that items must be unused and returned in their original, unopened packaging with all original tags intact.
To return a product, please follow the instructions provided on the MAKE A RETURN
Refunds will be calculated based on the item’s purchase value.
10.2 Effects of Withdrawal
If you exercise your right of withdrawal, we will refund the payment received within 14 days of receiving the product at our premises.
Refunds will be issued using the same payment method used for the initial transaction.
Please note that the customer may be held responsible for any depreciation of the product resulting from handling beyond what is necessary to establish the nature, characteristics, and proper functioning of the goods, similar to what would be permitted in a physical store.
The customer must return the goods without undue delay, and in any case no later than 14 days after notifying Maison Close of their decision to withdraw. The deadline is met if the goods are returned before the expiration of the 14-day period.
11. Liability
The products offered on maison-close.com comply with French regulations and standards applicable in France. Maison Close cannot be held liable for damages resulting from misuse of the products.
Maison Close is not liable for the non-performance of the contract due to stock shortages, product unavailability, or force majeure, as defined by French jurisprudence, covering any exceptional, external, and unforeseeable event preventing contract performance.
12. Intellectual Property
All elements of this site (logos, photographs, texts, graphic design...) are protected by the French Intellectual Property Code and Civil Code and are the exclusive property of Maison Close.
As a result, no part of this site may be copied, reproduced, transmitted, translated, sold, commercially exploited, or reused in any way without prior authorization from Maison Close.
13. Applicable Law and Disputes
Applicable Law
By visiting this website, you agree that the laws of England and Wales, without regard to principles of conflict of laws, will govern these Conditions of Use and any dispute of any sort that might arise between you and us.
Disputes
If you have violated or threatened to violate our intellectual property rights in any manner, we may seek injunctive or other appropriate relief in any court located in England and Wales.
To the fullest extent permitted by applicable law, any dispute relating in any way to your visit to our website or to products purchased through it shall be submitted to individual and confidential arbitration in London, except for matters that may be brought before a small claims court in the United Kingdom. Any arbitration under this agreement shall be conducted in accordance with the rules of the Chartered Institute of Arbitrators or a similar recognized body. The arbitrator’s award shall be final and binding, and may be enforced in any court of competent jurisdiction.
13.1 Mediation
Consumers have the right to seek mediation to resolve disputes amicably with the seller.
13.2 Prior Complaint
In case of a dispute, you may contact our Customer Service team from Monday to Friday (excluding public holidays) by email at care.uk@maison-close.com, or via our contact form.