Terms and conditions of sale

GENERAL TERMS AND CONDITIONS FOR DRY CLEANING AND LAUNDRY SERVICES

By delivering any type of textile to our establishment, you agree to these terms and conditions (including furniture, leather and suede, laundry, sneakers) – 05/24/2023

ISSUANCE OF THE DEPOSIT TICKET

When the items are handed over, the document(s) constituting the deposit ticket must include the following information:

• the store’s business name;
• the date of delivery of the item(s) entrusted;
• the number and nature of these items;
• the type of service ordered;
• the price of each service;
• any reservations expressed by the professional;
• the existence of an amicable report in the event of a dispute;
• at the customer’s request, the ticket may mention the brand and purchase value of the item(s) entrusted when this exceeds the compensation scale.
• The number and type of items indicated on the receipt are decisive for the return of the items entrusted.

WITHDRAWAL

No item will be returned without presentation of the receipt issued when the item was deposited.

RESPONSIBILITY OF THE PROFESSIONAL

The professional must return the item in its original condition after performing the requested service. They are responsible for the condition in which they return the item entrusted to them. They must make every effort to achieve the best possible cleanliness result for the items entrusted to them. If the risks are too great, they may refuse the work or make written reservations on the deposit ticket.

IN THE EVENT OF DAMAGE TO THE ITEM

The professional must inform their customers of the possibilities and risks involved in cleaning the items. Any item that is likely to be damaged by cleaning may be refused (the items are returned as is), or accepted with written reservations on the deposit slip or by subsequent notification before treatment. In the event of damage during cleaning, the professional is not bound by an obligation of result but by an obligation of means, as they are acting as a contractor whose civil liability is determined by Article 1789 of the Civil Code. The professional is presumed to be liable to the customer for the condition in which they return the item entrusted to them, in particular for any damage suffered by the item. The professional must either have expressed reservations at the time of delivery of the item or demonstrate that they were not at fault. The professional may be exempt from liability by demonstrating that they did not commit any fault. This proof may result either from reservations expressed on the deposit slip, or from a technical study, or from a hidden defect or non-conformity of the item. The professional is not liable when the damage is due to a hidden defect in the item (manufacturing, moths, chemical splashes, air strikes, , etc.) and the evidence provided by the professional may be used against the seller of the textile, who is liable for hidden defects in the item sold (Articles 1641 et seq. of the Civil Code) or non-conformities (Article L.211-4 of the Consumer Code).

In the event of a complaint, a technical assessment may be requested from the CTTN:

Centre Technique de la Teinture et du Nettoyage (Technical Center for Dyeing and Cleaning) – 69131 ECULLY CEDEX

Tel: 04 78 33 08 61 and http://www.cttn-iren.com/

The costs of any expert assessment shall be borne exclusively by the customer for items that have been subject to reservations.

IN THE EVENT OF LOSS OF THE ITEM

The professional is subject to an obligation to return the item under the deposit contract. If it is impossible to return the item entrusted (theft, loss, fire, etc.), the professional is presumed to be liable. They are therefore liable, unless they can prove that they have not committed any fault and that the loss is due to an external cause that they could not have foreseen. The item is deemed lost if it has not been returned within two months of being deposited, as evidenced by the date on the deposit slip.

LABELING

All clothing purchased must have a label indicating the nature of the fabric (fiber composition: cotton, silk, wool, etc.). This labeling has been mandatory for textiles sold in the European Union since May 8, 2012, and is governed by Regulation (EU) No. 1007/2011 of the European Parliament and of the Council of September 27, 2011, on textile fiber names and related labeling and marking of textile products with regard to their fiber composition (Articles 14 and 16). The labeling must be durable, easily legible, visible, and accessible, and in the case of a label, it must be securely attached. The professional cannot be held liable in the event of incorrect composition labeling. A care label is recommended but not mandatory. This facilitates the work of the professional. In the event of an error on the care label, the manufacturer is liable. Pursuant to Article 2 of the Law of August 4, 1994, care and composition instructions on labels must be written in French in a legible and visible manner.

RESPONSIBILITIES OF THE PROFESSIONAL IN THE DRY CLEANING OR WASHING OF TEXTILE ITEMS

No guarantee on buttons and trimmings, including tags bearing the manufacturer’s brand name (breakage, discoloration, melting, deformation, detachment, loss due to broken threads, buttons staining with steam, etc.). Any item that is likely to be damaged by cleaning may be refused or accepted subject to conditions communicated in writing, either on the customer’s order form or by subsequent notification and before processing.

COMPENSATION

When the professional is liable, the amount of compensation for the items is calculated on the basis of the scale set out in the appendix, to which a reduction is applied depending on the age of the item.

Compensation is equal to:

• 80% for an item purchased less than three months ago;
• 60% for an item purchased less than thirty months ago.

However, when the garment or item is returned, if the customer has declared a value higher than that shown in the scale, the latter will be taken into consideration upon presentation of proof. For older items, compensation is equal to 30% of the amount listed in the scale and, for an item that is clearly very worn, the professional has the option of expressing reservations on the item’s deposit ticket. For items with a value that is clearly much lower than that of the scale, the amount of compensation may not exceed the value of the item. The profession undertakes to review the prices listed in the compensation scale each year in line with changes in clothing prices. Items that have given rise to compensation following a claim will not be returned to the customer; we may dispose of them as we see fit.

REFUND OF THE WHOLE FOR THE PART

When an ensemble, or part of an ensemble, has been damaged or lost (three-piece suit, women’s outfit, furniture, bed linen, etc.), compensation for the ensemble can only be paid if all the items have been given for cleaning. Otherwise, only the item entrusted to us will be compensated.

LEATHER AND SUEDE

As these items almost never have a care label, the service provider will take care and diligence, but may sometimes be unable to avoid:

• slight shrinkage, slight loss of suppleness, changes in color;
• the revelation of hidden defects resulting from manufacturing (stretch marks, parasitic lesions, scars);
• unpredictable and poorly understood phenomena (polymerization of fatty substances) or unavoidable phenomena (dulling of pastel shades).

It cannot be held liable.

COMPLAINTS

Any complaints that may arise shall, as far as possible, be settled amicably between the parties concerned.

The customer may contact Customer Service at 09 87 67 93 95 or by mail at 20 rue du Sentier – 75002 Paris, France. All calls to Customer Service will be recorded for the purposes of proper call management, unless the Customer objects during their phone call to Customer Service.

All complaints must be made using the form available at the following address https://contact.5asec.fr/hc/fr/requests/new within a maximum of 24 hours of delivery of the item. The complaint will then be handled by Customer Service, which will send the Customer a complaint form to be completed, signed, and returned electronically to Customer Service so that the latter can investigate and, if necessary, compensate the Customer. Any subsequent complaints will be inadmissible.

Claims will only be accepted if the item still has the tag attached, has not been worn, and is returned to the store within 24 hours (maximum) of the dispute being reported.

If, within one month of making the claim in accordance with the above procedure, the customer is not satisfied with the response, or if they do not receive a response, they may refer the matter to the Franchise-Consumer Mediation Commission of the French Franchise Federation: 29, Boulevard de Courcelles – 75008 Paris, using the complaint form available on the FFF website. Referral to the Commission is free of charge.

STORAGE PERIODS

With the exception of high-value items (furs, formal wear, etc.), items entrusted to the professional may be stored for three months without the latter being able to charge a supplement. From three months to 12 months, items will be stored for a fee. High-value clothing, if not collected by the date specified on the deposit ticket, is deemed to be stored for a fee. After one year, the professional may dispose of any items not collected by the customer (Law of December 31, 1903). Any complaints will be inadmissible.

LAUNDRY

Due to the impossibility of establishing the value of the items at the time they are handed in, the service provider’s liability is limited to an amount representing at least 10 times the price of the laundry service. However, the amount thus calculated cannot result in a refund greater than the value of the new item.

In the event of damage, the laundry service provider shall not be held liable in the following cases:

• Linen by weight, in the case of a mixture of items that cannot be treated in the same way, the laundry being carried out without sorting or checking
• Laundry by the piece: items made of mixed fibers without composition labels, items that have undergone special treatments not reported at the time of delivery, items that are clearly very worn and cannot withstand normal washing, non-textile accessories of an item.

LIMIT VALUES USED AS A BASIS FOR CALCULATING THE COMPENSATION SCALE

Decree of March 27, 1987 on the advertising of prices for services in the laundry and dry cleaning sector – Article 4