I – General Terms and Conditions of Sale (GTC)

1. Preamble

These General Terms and Conditions of Sale are entered into, on the one hand, by Douze Factory, a SASU (single-shareholder simplified joint-stock company) with a share capital of 536,920 Euros, registered with the Dijon RCS (Trade and Companies Register) under No. 801 646 621, and, on the other hand, the user of the website, a natural person acting in the capacity of a consumer (hereinafter referred to as „the Customer“).

These GTC apply exclusively to consumers. Any order placed by a professional for the needs of their business activity shall be subject to specific contractual conditions.

Before placing an order, all prospective customers are invited to check the content of these General Terms and Conditions of Sale: delivery timeframes and modalities, delivery costs where applicable, payment methods, the absence or existence of a right of withdrawal, and any potential limits placed upon this right.

2. Purpose

The purpose of these General Terms and Conditions of Sale is to define the terms and conditions under which Douze Factory offers and sells its products to its customers, from order to delivery, including the services made available on the website.

Douze Factory is dedicated to the distribution of cargo bikes and accessories for cargo bikes via the website. The customer can make purchases through an electronic catalogue.

These General Terms and Conditions of Sale shall prevail over any other conditions appearing in any other document, except in the event of a prior, express, and written exemption.

3. Acceptance and Application of the General Terms and Conditions of Sale

These General Terms and Conditions of Sale govern the sale of products found on the website on the day the order is placed by the customer.

The customer declares that they are of legal age or hold parental authorization, and possess the legal capacity allowing them to place an order on this website.

When placing an order, the customer’s acceptance is materialized by their electronic signature, concretized by the „validation click“. This electronic signature has the value of a handwritten signature between the parties. This process is equivalent for the customer to acknowledging that they have become fully aware of and approve all the General Terms and Conditions of Sale indicated below.

These General Terms and Conditions of Sale may be subject to modifications. Consequently, it is understood that the applicable General Terms and Conditions of Sale are those in force on the website on the day of validation of the order placed online, by mail, or by telephone.

If these General Terms and Conditions of Sale were to differ depending on the method of placing the order, these differences would be clearly mentioned.

The customer acknowledges having received communication, prior to placing their order and concluding the contract, in a legible and comprehensible manner, of these General Terms and Conditions of Sale and of all the information listed in Article L.221-5 of the French Consumer Code.

4. Orders

Your order is placed in several steps: (1) The customer fills their shopping cart with products. (2) The customer goes to their cart where they find their selection of products, the total price including VAT (TTC) of their order, and the amount of shipping costs for their order. (3) The customer chooses their delivery method. (4) The customer chooses a payment method; in the case of a credit card payment, the customer confirms the transaction on a secure page. (6) The customer receives an email confirming the details of their order with the description of the ordered products, quantities, prices of the products and transport, as well as instructions concerning the potential payment of their order.

However, an order only becomes final after confirmation of the order preparation by Douze Factory (an email is then sent to the customer to confirm that their order is being prepared or manufactured) and after collection of the full payment by Douze Factory.

Products offered for order are valid within the limit of available stocks at the Douze Factory warehouse, or from suppliers or manufacturers. If the product is not in stock and the lead time is not indicated on the site at the time of ordering, or if the product availability is inaccurate, an email is sent to the customer as soon as possible to communicate the new delivery timeframe.

As soon as the order is ready to be shipped, an email is sent to the customer. In the case of a delivery by appointment, the customer is contacted by the carrier or invited to log onto the carrier’s website to schedule an appointment.

A detailed delivery slip is enclosed with the package. If part of the order could not be delivered, the remaining items are indicated on the delivery slip. When the order is shipped, the invoice is sent to the customer by email.

Any order implies full acceptance of the General Terms and Conditions of Sale by the customer.

The information contained in the electronic catalogue is given for information purposes only, and Douze Factory may modify it at any time and without prior notice in order to improve the products.

The information provided by the customer when placing their order is solely binding on them. In the event of an error in the statement of their contact details, the seller cannot be held responsible for the inability to deliver the products.

Douze Factory reserves the right to verify the personal data provided by the customer and to adopt all measures deemed necessary to verify that the person who placed the order is indeed the owner of the payment methods used, in order to avoid any identity theft or fraudulent payment.

Douze Factory therefore reserves the right to refuse or cancel any order from a customer, notably in the event of insolvency of the said customer, in the hypothesis of a default in payment for the order concerned, a default in payment for a previous delivery, or an ongoing dispute relating to the payment of a prior order.

Quotes offered by Douze Factory are valid for a duration of 1 month.

5. Prices

The prices displayed by default on the site are indicated in euros, all taxes included (TTC), applicable exclusively in Metropolitan France, excluding Corsica.

VAT is applied at the rate in force at the time the order is placed. The prices of the products displayed on the site are exclusive of shipping costs. The amount of shipping costs will be brought to the internet user’s attention when they go to their shopping cart (even without having definitively validated their order). Once the delivery address has been entered, several delivery options will be offered to them with different rates; the internet user is then free to choose their delivery method.

Prices displayed on the site are subject to change at any time. They may also be subject to variations. Prices are given subject to obvious typographical errors.

At no time may the sums paid be considered as a deposit or down payments („arrhes“ or „acomptes“).

As part of its sales in France, Douze Cycles informs its customers that the displayed prices include the following environmental contributions and regulatory obligations:

These elements are integrated into the total sale price including VAT (TTC) indicated on the site.

6. Payment Methods

The price invoiced to the customer is the price indicated on the order confirmation transmitted by Douze Factory.

To pay for their order, the customer has, at their choice, all the payment methods listed below:

Any refusal to grant credit by Alma for an order may result in the cancellation thereof.

Any termination of the GTC binding the customer and Douze Factory entails the termination of the T&Cs or the credit agreement between Alma and the customer.

The eligibility conditions (minimum and maximum purchase thresholds) as well as the fees applicable to payment in installments are those practiced by Alma and detailed transparently to the customer on the payment page before validation of the transaction.

Douze Factory is entitled to request the customer to provide one or more proofs of residence and/or a copy of an identity card before validating their order. The order will then only be final upon receipt of these documents by Douze Factory and after the sending of the confirmation email by Douze Factory. In the absence of receipt of these documents, or if they do not allow certain identification of the identity of the author of the order and the reality of their domicile, Douze Factory reserves the right not to accept the order.

Douze Factory also reserves the right to refuse an order if there is a prior ongoing dispute regarding payment or an abnormally high level of orders.

The customer guarantees to Douze Factory that they possess the authorizations potentially necessary to use the chosen payment method when validating the order form. Douze Factory reserves the right to suspend any order management and any delivery in the event of a refusal of payment authorization by credit card from officially accredited organizations or in the event of non-payment.

Douze Factory notably reserves the right to refuse to make a delivery or to honor an order emanating from a customer who has not fully or partially settled a previous order or with whom a payment dispute is currently being administered. Douze Factory has set up an order verification procedure designed to ensure that no person uses another person’s banking details without their knowledge.

Quotes offered by Douze Factory are valid for a duration of 1 month.

7. Availability

In accordance with Article L 111-1 of the French Consumer Code, Douze Factory endeavors to present as clearly as possible, on the product technical data sheets, the essential characteristics of the products, of which the customer must take note.

Unless otherwise specified on the site, all products sold by Douze Factory comply with European legislation and French standards in force.

Product offers and prices are valid for as long as they are visible on the site, within the limit of available stocks.

In the event of unavailability of the ordered product, Douze Factory undertakes to inform the customer as soon as possible.

In the event of an order for an item that proves to be unavailable, Douze Factory reserves the right to cancel the order, subject to notifying the customer.

In this case, the customer has the choice to request either the refund of the sums debited from their bank account, or, subject to an agreement between the parties, the replacement of certain items with items of similar or superior quality at an equal or higher price.

The refund can be made by bank transfer or by check, at the latest within 15 days after full or partial cancellation of the order by either party.

In the event of an order for multiple products, if one of the products proves to be unavailable within the timeframes announced on the site, Douze Factory will then inform the customer of the timeframe. The order may then be shipped by Douze Factory even if all the products in this order are not available. The customer will then only be invoiced for the shipping costs announced at the time of the order.

If no delivery date is communicated, Douze Factory is bound to deliver at the latest within 30 business days from the date of validation of the order.

8. Deliveries

The products are delivered to the delivery address indicated by the customer during their order. Douze Factory cannot be held responsible for a delayed or canceled delivery caused by an incorrect or incomplete address. In this case, and/or in the event of the return of the goods, Douze Factory will additionally invoice the customer for the costs of a second presentation or storage fees without the customer being able to object.

For reasons of cost, speed, quality of service, and weight/volume acceptance by carriers, Douze Factory reserves the right to use a carrier different from the one announced at the time of the order.

Different delivery methods are offered to the customer:

In the event that one or more of the ordered products are missing, defective, or damaged, the customer must make written reservations with the carrier at the time of delivery. To be admissible, these reservations must be clear and precise and provide information on the condition of the goods and not on the packaging („damaged bike“, „broken fork“, „damaged paint“ and not „damaged package“, „damaged packaging“). Any reservation referring to a subsequent verification by the recipient („subject to control“, „subject to unpacking“) is inadmissible. The customer must then contact Douze Factory to arrange the modalities for replacement or refund of the order.

Products are delivered according to the requirements of European legislation applicable in France.

9. Carrier Strikes

In the event of a strike by transport services, or any other exceptional events slowing down or preventing the delivery of the order, Douze Factory will use all means to inform the customer of the status of their order shipment, but cannot be held responsible for the delays caused.

War, riot, fire, strikes, accidents, traffic restrictions, and the impossibility of being supplied are considered cases of force majeure relieving Douze Factory of its obligation to deliver. Douze Factory will keep the customer informed in a timely manner of the cases or events mentioned above.

10. Timeframes

Products are in stock or their manufacturing is launched when the order is validated.

The average preparation time for a product in stock varies from 1 to 10 business days, excluding exceptional events. To this timeframe is added a delivery time that varies according to the selected transport method.

The manufacturing timeframe is a maximum of 30 business days, excluding exceptional events. To this timeframe is added a delivery time that varies according to the selected transport method.

In the event that the product delivery deadline is exceeded by seven days, and if this excess is not due to a case of force majeure, the customer may cancel their order by simple letter to Douze Factory, 22 Rue de l’Ingénieur Bertin, 21600 Longvic, France or by email at info@cargoverso.com.

11. Right of Withdrawal

In accordance with the provisions of the French Consumer Code, the consumer customer has a period of 14 clear days from receipt of the goods to exercise their right of withdrawal, without having to justify reasons or pay penalties. When the 14-day period expires on a Saturday, a Sunday, or a public holiday or non-working day, it is extended until the next working day.

The customer will contact Douze Factory by email at info@cargoverso.com to indicate the items they wish to return. Douze Factory will confirm the withdrawal request to the customer by email and provide a return document to be filled out by the customer.

The return costs remain the exclusive responsibility of the customer. Given the voluminous nature of the products (bikes and cargo bikes), the latter cannot be sent back by standard postal services. Return costs by a specialized carrier are estimated at a maximum indicative amount of approximately €175.00 for Metropolitan France, varying according to geographical distance and the weight of the equipment.

The product(s) must be returned in perfect condition in their original packaging, imperatively accompanied by the return document completed by the customer. They will then be exchanged or refunded based on the purchase price minus any shipping costs. In accordance with regulations, the customer may be held liable in the event of depreciation of the bike resulting from manipulations other than those necessary to establish its nature, characteristics, and proper functioning (e.g., traces of use, cosmetic defects, etc.).

In the event of non-compliance with these conditions, Douze Factory reserves the right to refuse the exchange or refund.

The customer is free to choose the method of sending their product and whether or not to take out insurance in the event of loss, theft, or destruction of their package. Douze Factory does not cover any of these costs or the cost of transport and cannot be held responsible for the non-receipt of the customer’s package. Generally, all costs and risks related to the return of the product are borne by the customer.

Only products returned complete, in perfect condition, in their original packaging, and with a return document will be accepted. Otherwise, the return will be considered non-compliant and will not be refunded by Douze Factory.

The refund takes place within 14 days following the date on which Douze Factory is informed of the customer’s decision to withdraw, subject to the condition that the goods have been recovered or that the customer has provided proof of shipment of the goods. In the case of payment by credit card, the refund is made directly to the credit card. In the case of payment by bank transfer, the refund is made by bank transfer.

12. Defective or Non-Conforming Product

The customer is invited to examine the cosmetic conformity and integrity of their product upon receipt. Claims relating to apparent defects (cosmetic defects, visible shocks, missing parts upon opening the package) must be formulated in writing within 14 days following the date of receipt of the goods.

It will be up to the customer to provide all justification as to the reality of the defects or anomalies found. The customer must allow all facilities to proceed with the verification of any potential defects and to remedy them by Douze Factory.

The customer shall refrain from any internal technical intervention on the equipment potentially involved, this clause applying all the more to any third party, even if mandated by the customer.

In the event of non-conformity or a proven manufacturing defect covered under the legal warranty of conformity, the return costs of the product are fully covered or reimbursed by Douze Factory, in accordance with the law.

13. Retention of Title

Douze Factory retains ownership of the ordered products until effective and full payment of the order. The customer becomes responsible for the risks of loss or damage to the products upon receipt.

14. Warranty

Douze Factory remains bound, for all products sold on its site, by the application of the legal warranties of conformity and latent defects under the conditions provided by law.

Mandatory Legal Notice:

The consumer has a period of two years from the delivery of the goods to obtain the implementation of the legal warranty of conformity in the event of the appearance of a lack of conformity. During this period, the consumer is only required to establish the existence of the lack of conformity and not the date of its appearance.

The legal warranty of conformity entails an obligation for the professional, where applicable, to provide all updates necessary to maintain the conformity of the goods.

The legal warranty of conformity gives the consumer the right to the repair or replacement of the goods within thirty days following their request, free of charge and without major inconvenience to them.

If the goods are repaired within the framework of the legal warranty of conformity, the consumer benefits from a six-month extension of the initial warranty.

If the consumer requests the repair of the goods, but the seller imposes replacement, the legal warranty of conformity is renewed for a period of two years from the date of delivery of the replaced goods.

The consumer may obtain a reduction in the purchase price by keeping the goods or terminate the contract by being fully reimbursed against the return of the goods, if: 1° The professional refuses to repair or replace the goods; 2° The repair or replacement of the goods takes place after a period of thirty days; 3° The repair or replacement of the goods causes a major inconvenience to the consumer, notably when the consumer definitively bears the costs of taking back or removing the non-conforming goods, or if they bear the costs of installing the repaired or replaced goods; 4° The lack of conformity of the goods persists despite the seller’s unsuccessful attempt to bring them into conformity.

The consumer is also entitled to a reduction in the price of the goods or to the resolution of the contract when the lack of conformity is so serious that it justifies the reduction in price or the resolution of the contract being immediate. The consumer is then not required to request the repair or replacement of the goods beforehand.

The consumer is not entitled to the resolution of the sale if the lack of conformity is minor.

Toute période de mobilisation du bien en vue de sa réparation ou de son remplacement suspend la garantie qui restait à courir jusqu’à la délivrance du bien remis en état. [Any period of retention of the goods for the purpose of their repair or replacement suspends the warranty that remained to run until the delivery of the repaired or replaced goods.]

The rights mentioned above result from the application of Articles L. 217-1 to L. 217-32 of the French Consumer Code.

A seller who obstructs in bad faith the implementation of the legal warranty of conformity incurs a civil fine of a maximum amount of 300,000 euros, which may be increased up to 10% of the average annual turnover (Article L. 242-15 of the French Consumer Code).

The consumer also benefits from the legal warranty against latent defects pursuant to Articles 1641 to 1649 of the French Civil Code, for a period of two years from the discovery of the defect. This warranty entitles them to a price reduction if the goods are kept or a full refund against the return of the goods.

This warranty shall not apply in the event of a problem caused by negligence, intentional damage, or inappropriate use of the product (e.g., overload, unauthorized competition use). Any modification carried out on a product outside a professional workshop or performed without the prior written agreement of Douze Factory will result in the cancellation of the warranty.

15. Repairing a Product During the Warranty Period

If the purchased product proves to be defective during the warranty period, the customer shall make an after-sales service request by mail or email to Douze Factory, specifying the order number and the difficulties or malfunctions encountered with the product(s) concerned. Douze Factory will communicate a diagnosis and/or troubleshooting advice to the customer. If, after following this advice, the product is still defective, Douze Factory will provide the customer with a tracking number for the after-sales service.

Within the framework of this warranty, Douze Factory offers the customer the choice to either bring or send their product to the Douze Cycles workshop, 22 rue de l’Ingénieur Bertin, 21600 Longvic, France, or to return their product to this same workshop accompanied by a duly completed return slip. The customer also has the option to bring their product to one of the partner workshops listed on the website. If the defect found falls within the scope of the legal warranty of conformity, all transport and repair costs shall be fully borne by Douze Factory.

After processing the product by Douze Factory, which will notably verify whether the product can benefit from the warranty, the product will be repaired or subject to a standard exchange. If the cause of the breakdown falls within the scope of the warranty, and the product is not repairable and cannot be exchanged for an identical or equivalent product, it will be refunded in the form of a credit note or a refund. In all cases, and if the breakdown falls within the framework of the warranty, Douze Factory will propose the most suitable solution (replacement of the defective part, replacement of the item, or refund). Where applicable, a quote will be drawn up for the repair of the product if the defect is outside the warranty.

In the event of an abnormal, abusive return, or if the customer has not read and applied the troubleshooting advice made available by Douze Factory, this return will be considered non-compliant. Likewise, all products sent back without an after-sales service tracking number will systematically be treated as a non-compliant return.

Finally, the customer is responsible for the method of packaging their product during a return transport, which must be carried out in such a way that the product can travel without risk of breakage or degradation.

16. Customer Relations Center / Mediation of Consumer Disputes

16.1 For any question or difficulty relative to a purchase made on the website, the customer relations center can be reached:

16.2 Mediation of Consumer Disputes In accordance with the provisions of the French Consumer Code concerning „the process of mediation of consumer disputes“, the customer has the right to have recourse free of charge to the mediation service offered by Douze Factory.

In accordance with the provisions of the French Consumer Code concerning „the process of mediation of consumer disputes“, the customer has the right to have recourse free of charge to the mediation service offered by Douze Factory. The consumer law mediator thus proposed is Medicys.

This mediation mechanism can be reached by:

In accordance with Article L 612-2 of the French Consumer Code, one of the preliminary conditions for the examination of the dispute by the mediator is as follows: the customer must justify having previously attempted to resolve their dispute directly with Douze Factory’s Customer Service, by a claim carried out by mail or email according to the modalities defined in Article 16.1.

17. Intellectual Property

All texts, comments, illustrations, and images reproduced on the website are reserved under copyright as well as under intellectual property law and for the entire world.

Any total or partial reproduction of the website is strictly prohibited; notably, any total or partial reproduction of the descriptive content of the products for commercial purposes will systematically be subject to prosecution.

18. Non-Contractual Photos

Photographs are not contractually binding. The rendering of colors is indicative and non-contractual. The technical characteristics of the products are subject to change in order to improve product quality.

19. Liability of Websites

Douze Factory cannot be held liable for any inconveniences or damages inherent to the use of the internet site, notably for a disruption of service, an external intrusion, or the presence of computer viruses, or any event qualified as force majeure, in accordance with case law.

II – Privacy Policy

1. Data Controller

The personal data collected on the website are processed by the company Douze Factory, a SASU with a share capital of 536,920 €, registered with the Dijon RCS under number 801 646 621, whose registered office is located at 22 Rue Ingénieur Bertin, 21600 Longvic, France.

2. Collected Data, Purposes, and Legal Bases

We collect and process your data for very specific purposes, based on strict legal bases:

3. Data Recipients

Your personal data are processed primarily by Douze Factory. However, to execute our services, we transmit them securely to third-party processors:

Douze Factory undertakes never to sell, rent, or transfer your data to third parties for commercial purposes.

4. Data Retention Period

We retain your data only for the time necessary for the purposes for which they were collected:

5. Your Rights

In accordance with the General Data Protection Regulation (GDPR) and the French Data Protection Act („Loi Informatique et Libertés“), you possess the following rights regarding your data:

You can exercise these rights at any time by sending your request by email to info@douze-cycles.com or by postal mail to: Douze Factory – Service Client, 22 Rue Ingénieur Bertin, 21600 Longvic, France.

If you believe, after having contacted us, that your rights are not being respected, you may file a complaint with the CNIL (cnil.fr).

6. Cookies

The website uses cookies in order to improve your user experience and generate visit statistics. You can configure your preferences, accept, or refuse cookies at any time via the cookie banner provided for this purpose upon your arrival on the website.