1) Right of withdrawal
The customer may exercise their legal right of withdrawal within 14 days or benefit from an extended 30-day period offered by Lancel, without penalty or justification. To do so, they must complete the Withdrawal Form and send it by registered mail (L.Sogedi, Customer Service, 34 rue Pasquier 75008, Paris) or by email to assistance@lancel.fr. Return shipping costs are the responsibility of the customer.
The buyer can also use this link to complete the return form.
2) Returns
Upon delivery, the customer must check the conformity of the products and report any issues (damaged package, missing, damaged, or non-compliant product) within the legal timeframe by contacting customer service via registered mail or at assistance@lancel.fr or through this link.
If the return is due to an error by Lancel or a damaged product, it is free of charge with a prepaid return label (Chronopost for mainland France, DHL for international orders). For returns due to dissatisfaction, the customer must initiate the request online and cover the return shipping costs. Returns must be made within 30 days of receipt, and items purchased online cannot be returned in-store.
3) Disputes – Applicable Law
These General Conditions of Sale are subject to French law.
If difficulties arise following the ordering or delivery of LANCEL items, the customer will have the option, prior to any legal action, to seek an amicable solution and to make a referral to CMAP – Centre de Médiation et d’Arbitrage de Paris [The Centre for Mediation and Arbitration of Paris], the consumer mediator that the company LANCEL makes referrals to.
To submit a dispute to the mediator, the customer can fill-in the form on the CMAP website: www.cmap.fr tab “you are: a consumer”, [and] send their complaint to CMAP Médiation Consommation, 39 avenue Franklin D. Roosevelt, 75008 PARIS, or send an email to consommation@cmap.fr.
No matter which method is used to make a referral to CMAP, the customer’s request must include the following details to be quickly processed:
their postal address, email and telephone details as well as the full name and address of LANCEL (LANCEL Sogedi, 34 rue Pasquier, 75008 Paris), a succinct overview of the facts, and proof of steps taken by the customer to liaise with LANCEL prior to making a referral to CMAP.
Additionally, the European Commission provides an Online Dispute Resolution platform (ODR) for the context of sales contracts or online services between a consumer residing in the European Union and a business established in the European Union.
This platform is accessible at the following address: https://webgate.ec.europa.eu/odr/.
Referral to mediation is an alternative mechanism that is not a required condition prior to taking legal action.
Any dispute or controversy relating to these General Terms and Conditions of Sale and the relationship between the parties shall be submitted to the exclusive jurisdiction of the Commercial Court of Paris, France.