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These General Conditions aim to define the terms of sale between the company Sarl pilepoil and its customers defined below. A customer under these general conditions is any natural or legal person who orders on the site, whether a professional or even an individual. If the present were to be different according to the quality of the client, these differences would be noted in a specific manner.


1.1 Scope
These general conditions of sale govern the sale of products found on on the day the order is placed.

1.2 Territoriality
Customers who order via the French-language website are deemed to buy in France and are therefore subject to French law. It is expressly stated that in the event of a dispute, the search for an amicable solution will be favored by the parties and only the French version of these General Conditions of Sale (GTC) prevails.

1.3 Capacity to contract
The purchase of a product found on the site of the company Sarl pilepoil not being an act of management of daily life, in view of the respect of article 1124 of the civil code, any customer of the company Sarl pilepoil declares to have the capacity to contract under the conditions described below, that is to say to be emancipated minor or to have the legal majority and not to be protected within the meaning of article 488 of the Civil Code.

1.4 Customer acceptance
The fact for the customer to validate his order automatically entails the express acceptance of these general conditions of sale. These conditions apply to the exclusion of all other conditions, unless there is a written agreement signed by the parties. These can be read directly on the site. They can be sent by email, fax or post on request.

1.5 Modification of the general conditions of sale
These conditions can be modified at any time, the customer is therefore invited to read them regularly. Each version hereof has a specific date, orders are therefore governed by the general online conditions and therefore in force on the date of the order.

1.6 Product characteristics
The company Sarl pilepoil strives to present as well as possible, on the technical sheets of the products, the essential characteristics of the latter.

Our product managers ensure that the images presented on the website correspond to the product sold as closely as possible. However, if an aesthetic or technical difference should appear, it would have no consequence on the main characteristics of the product. We use the best means to guarantee you fidelity in the reproduction of the products. However, slight differences in color or shape may be noted between the article and the rendering, in particular due to the compression of the images for the internet.
Confirmation of these technical details is always possible by calling the company's sales department or sending an email.
Unless otherwise specified on the site, all products sold by the company Sarl pilepoil are of new quality and.

1.7 Prices
1.7.1 The prices are indicated in euros, all taxes included and excluding shipping costs.

1.7.2 The prices of the company's suppliers may change during the year. However once an order is placed and validated, even though the product is not in stock and there is a manufacturing time, the price remains that of the day of the order.

1.7.3 All prices are subject to obvious typographical errors.

1.7.4 Shipping costs:
Shipping costs are billed according to the estimated weight (according to the weight-volume rules given by the carrier) of the package (packaging included), the country of delivery and the carrier chosen. They include ad valorem insurance costs.
Shipping costs may be offered free of charge on an ad hoc basis in the context of marketing operations.


2.1 Application
VAT applies to sales concluded with legal or natural person customers residing in France. It does not apply to non-French companies in the European Union with an intra-community VAT number. VAT does not apply to sales to Switzerland. Sales from the metropolis to the overseas departments and territories are tax free (French VAT).
According to the legislation in force locally, the products are taxed (local VAT, sea dues, customs duties ...) on arrival, said taxes are the responsibility of the customer except specific contractual provisions between the parties.
Important note: Regarding orders delivered in countries outside the European Union, in Switzerland and in the French overseas departments and territories, the company Sarl pilepoil informs the customer that, although VAT has not been applied to his order, he will have to pay the taxes and other customs charges relating thereto to the carrier. These additional costs cannot be calculated in advance and we are therefore unable to indicate the amount.
For more information, the company Sarl pilepoil strongly advises the customer to get in touch directly with the competent local authorities.

The VAT number must be entered when placing the order and validated by us. The customer is aware and accepts that any order for which the VAT number has not been entered or validated by us will be invoiced inclusive of VAT.
For customers residing in Brazil, the CPF number will be requested when creating their account.

2.2 Rates
The VAT rate applied depends on the country of delivery of the device. It is, as a percentage of the value of goods sold, 20% for delivery to mainland France, Corsica and Monaco.

2.3 Customs
There are no customs duties within the European Union, subject to changes in the legislation in force. Customs duties may apply to goods sold from the European Union to the customer's country outside the European Union. In this case, the latter makes it his business to pay these customs duties, and any associated administrative aspects. The seller's responsibility ends when the product has been shipped to the address specified by the customer. As a reminder, the French overseas departments and territories are considered outside the European Union and therefore subject to customs clearance. (see note 2.1)


3.1 Award
When the private customer places his order through the site, he fills in his contact details in an appropriate form. The customer is invited to reread his form before confirming his order. The company Sarl pilepoil is not responsible for errors in sending e-mail or errors in sending packages due to a poorly completed form.

3.2 Confirmation
An automatic e-mail confirming his order is sent to the customer, provided that the e-mail address he indicated in the order form does not contain an error. If this confirmation is not received, the customer may request it from customer service.
A detailed invoice can be downloaded from the customer account, under 'My orders'.

3.3 payment

Payment of the entire order is required to validate the order.

3.3 Cancellation

Once an order has been paid and therefore validated on the site, the manufacturing process is initiated and no cancellation can be taken into account by the customer.

In addition to this, you need to know more about it.

3.3.1 Cancellation of prepaid orders for 'In stock' products
Any customer who has ordered a product said to be in stock can cancel his order at any time, unless it has already been shipped. In such a case, and if the customer really no longer wants the products he ordered, two possibilities are available to him:
- In the event of delivery by the services of La Poste, he must refuse the parcel upon receipt, that is to say send it back without opening it with the mention "parcel refused";
- In the event of delivery by a carrier type UPS / DHL, the customer must accept the package and return it, unopened, at his expense, under penalty of seeing his reimbursement cut by 2.5 times the shipping costs invoiced at the time of the command.

For any prepaid order, in whole or in part, and canceled for which the items ordered are in stock at the time of cancellation, a credit note corresponding to the amount paid will be issued.
This credit, valid for one year from the date of issue, can be used for any purchase on our site or, on simple written request, be refunded to a credit card within 7 days.

3.3.2 Cancellation of prepaid orders for 'Made-to-order' products
All products are considered 'products in stock' (see clause above), "large size" products are considered "products made to order". An order confirmation and a detail of the delivery time will be sent by email to each customer within 24 working hours (except Saturdays, Sundays and public holidays)
No return or exchange will then be accepted. For these products, customers do not benefit from a right of withdrawal in application of article L121-20 of the consumer code.

From that moment, you become the owner of the product, even if it has not yet been sent. Please be aware of these clauses before ordering.

3.4 Product availability
Our product offers and prices are valid as long as they are visible on the site, while stocks last. More information can be given by email. Any downtime is also noted on our pages. Thus, depending on the product, the following terms may appear: "In Stock", "Manufacture on demand". If the company P Sarl pilepoil cannot produce a specific model, it will notify the customer of the expected delay by email. The latter may then choose to cancel his order or even orient his choice towards an alternative product offered by the company Sarl pilepoil on the basis of this new information. In any event, no penalty will be applied for such order cancellation.

The products visible on the site are all available for sale, some in stock and others made to order, which imposes the deadlines mentioned above.

In addition to this, you need to know more about it.


As part of a payment by credit card, the customer's bank account will be debited within 48h-72h after confirmation of the order. The company Sarl pilepoil reserves the right to decline an order.

4.1 Means of payment
The customer can pay according to the following payment methods:

4.1.1 Credit card (Mastercard, Visa, JCB). Beyond 5,000 Euros, bank transfer is compulsory.

4.1.2 Bank transfer. The transfer must be made in Euro only. Bank charges are the responsibility of the customer. For European transfers (SEPA zone including Switzerland), put charges in shared mode to avoid charges. In order to avoid any incident or any delay in processing, you will be asked to specify the order number in the wording of your transfer.

4.1.4 Paypal
The customer guarantees the company Sarl pilepoil that he has the necessary authorizations to use the method of payment chosen by him.

4.2 Default of payment
The company Sarl pilepoil reserves the right to refuse to make a delivery or to honor an order from a customer who has not paid in whole or in part a previous order or with whom a dispute is being administered. .

4.3 Anti-fraud control
The information relating to the customer's order is subject to a control which aims to fight against credit card fraud. The company Sarl pilepoil is the recipient of the data relating to the customer's order. The non-transmission of this data prevents the realization and analysis of your transaction. The occurrence of an unpaid due to fraudulent use of a bank card will result in the registration of contact details related to the order associated with this unpaid within a file. An irregular declaration or an anomaly may also be the subject of specific processing. In accordance with the Data Protection Act of January 6, 1978 you have, at any time, the right to access, rectify and oppose all of your personal data by writing by mail and justifying your identity to the company Sarl pilepoil. In addition, in this context, the company Sarl pilepoil may be required to ask the customer for all the documents necessary to process the order: proof of address, identity document, copy of the bank card, etc.

4.4 Retention of title
The company Sarl pilepoil remains the owner of the goods delivered until their full payment by the customer. The above provisions do not preclude, upon delivery of the goods, the transfer to the customer of the risk of loss or deterioration of the goods subject to retention of title as well as the damage they could cause.


The order form that the customer establishes online is not equivalent to an invoice. Whatever the ordering method and the payment method, a detailed invoice will be sent to the customer. The company Sarl pilepoil keeps a "paper" and digital copy of each invoice.


6.1 Preparation time
Orders placed over the Internet are collected from Monday to Friday. The order processing time varies depending on the payment method chosen (the customer must, for example, take into account the bank processing time for his transfer), which can therefore vary from a few minutes to several days.

6.2 Transport times
They depend on the carrier that the company Sarl pilepoil has proposed.
The company Sarl pilepoil informs the customer that the announced deadlines are those communicated to him by the carriers.

The company Sarl pilepoil wishes to point out to the customer that these deadlines do not include Saturdays and Sundays, or public holidays and also depend on the accuracy of the address provided by the customer on the date of the order as well as its availability to receive the package.
These deadlines are reminded to the customer when placing the order in the order form.

6.3 Delivery time

6.3.1 If the company Sarl pilepoil has the product in stock, the delivery time is equal to the order preparation time plus the transport time. If the Sarl pilepoil company no longer has the product in stock due to a logistical error, the preparation time and the transport time must be added to the time needed for the product to arrive in the company's stock. As soon as the initial announced deadline will be exceeded, a new deadline will be communicated to the customer, according to the data known by the company Sarl pilepoil In all cases, a proposal for cancellation and / or refund (for payments by bank transfer) may also be made to him beyond the 30th working day date of order confirmation.

6.3.1 For products made to order, made individually by our qualified craftsmen, manufacturing times are generally between 2 and 4 months. As soon as the initial announced deadline will be exceeded, a new deadline will be communicated to the customer, according to the data known by the company Sarl pilepoil In all cases, a proposal for cancellation and / or refund (for payments by bank transfer) may also be made to him beyond the 30th working day date of order confirmation.

Depending on the product, these delays can vary by 2 more or less weeks.

Exceptionally, for certain exceptional products, the deadlines can exceed 4 months; in this case, PILEPOIL will notify the customer within 8 working days of the order being placed and will give the customer the option of canceling his order and being reimbursed for the amount corresponding to the price of the product concerned.


7.1 Packaging
The products to be shipped are packaged in compliance with the relevant standards. The procedures and techniques used are scalable with a view to general optimization of packaging but are in any event aimed at customer satisfaction through your quality monitoring.

7.2 Confirmation
If the customer has placed his order on the site, an automatic e-mail confirming the sending of his package is sent to him, provided that the e-mail address he indicated in the order form does not contain an error. .

7.3 Parcel tracking

The number of the package that was shipped is available at the end of the day on the customer's order tracking page. Thanks to this number, the customer can track his package on the website of the carrier he has chosen. The tracking of the package depends on the carrier and is under his responsibility. The company Sarl pilepoil is not responsible for any errors that may be found on the carriers 'websites, nor for bugs that could hinder the possibility offered to the customer of tracking his package on the carriers' websites.
The customer can at any time check with our administrative department the follow-up of his order by sending an email to

7.4 Transport
The carrier is the one recommended by the company Sarl pilepoil, except in cases where the carrier has been chosen by the customer.


8.1 Place of delivery
The products are delivered by default to the delivery address indicated by the customer on the order form. In the event that the delivery address is different from the billing address, the customer indicates the two addresses on the order form and the package is delivered to the specified delivery address.

8.2 Absence on the day of delivery
Depending on the case, the carrier may leave a transit advice note in the customer's letterbox, inviting the latter to contact the carrier.

8.3 Delay in delivery
It is possible that a package does not arrive within the timeframe guaranteed by the carriers. If the delay is very important, the customer can contact the company Sarl pilepoil in order to have an investigation opened for the location of the package: it may indeed be that the latter has been lost.

8.4 Loss of packages
It may exceptionally happen that a package gets lost.


In the event of a loss observed on a delivery in France, the prices being free, the company Sarl pilepoil will offer the customer either a new shipment with a new delivery time, or a refund.


In the event of a loss noted on a delivery outside France, the prices being ex-works and the transport at the customer's expense, the customer must take care of the loss. The PILEPOIL company undertakes, however, to do everything possible to find the package. In the event of a "definitive" loss and if the customer places a new order, PILEPOIL undertakes to place this new order as a priority, so as to shorten the deadlines as much as possible.

8.5 Receipt of the package
The packages are delivered without signature to the recipient. Any product delivered must be checked and any reservations made on the carrier's slip in the event of partial or total deterioration. Without reservation, the product is deemed to be delivered in good condition and cannot be the subject of any subsequent dispute with the company Sarl pilepoil. It is recalled that if the recipient wishes to preserve his recourse against the carrier, it is up to him to formulate his justified complaint with the carrier within 3 days (not including public holidays) following the day of delivery. This complaint must be made by recorded delivery letter (Registered Letter with Acknowledgment of Receipt).
Any unclaimed package returned to the Sarl pilepoil company may be reshipped at the recipient's expense.

8.6 Delivery error
Upon receipt of the package by the customer, he must formulate by fax, email or post to the company Sarl pilepoil any complaint of non-conformity of the products in kind, in quality or in quantity compared to the indications appearing on the invoice. . Any complaint of non-conformity must be made before 10 a.m. on the working day following the delivery of the package. Any complaint not made in accordance with the rules defined above and within the time limits cannot be taken into account and will release the company from any liability towards the customer.

8.7 Strikes or force majeure event
In the event of a carrier strike or any other event of an exceptional nature slowing down or preventing the delivery of packages, the company Sarl pilepoil will make every effort to inform the customer of the state of the shipment of his package.

8.8 Export Control and Local Legislation
You must check with the local authorities of your residence on the entry conditions for the products ordered and you must make any corresponding declaration and / or payment with the competent bodies of the country concerned.
You must check with local authorities the possibilities of importing or using the products or services you order.
You must ensure that the technical specificities specific to the manufacturer comply with the legislation of the country concerned.
If you do not respect the legislation of the country where you have introduced the products, we cannot be held responsible.


9.1 Return procedure and general conditions
9.1.1 Damaged product delivered to France:

In the event that a product is damaged, the customer must within eight days of receipt of his goods, send an email to the company Sarl pilepoil, explaining the defects and or if possible attach to this email a film of the product. The customer is of course invited to carefully read the instructions for use and in particular for washing, supplied with the product and present on the site.

Insofar as despite remote advice, the product remains damaged, the customer will ask the company Sarl pilepoil to organize the return. The company Sarl pilepoil will either repair the defective product or manufacture a new product. The packaging must be either the original one, or if its condition does not allow it, in equivalent packaging in terms of quality and cleanliness.

9.1.3 Visually damaged or stained product delivered to France

If upon receipt by the customer the packaging is damaged and the product is also damaged, the customer must make a reservation on the delivery note, so that the company Sarl pilepoil can turn against the carrier. The company Sarl pilepoil will then organize a return and replacement or repair of the product.

9.1.4 Visually damaged or stained product delivered abroad

If upon receipt by the customer the packaging is damaged and the product is also damaged, the customer must make a reservation on the delivery slip and immediately turn against the carrier in order to obtain the related compensation and organize the return at its own expense The company Sarl pilepoil will make every effort to repair

Note: Upon receipt, the services of the company Sarl pilepoil will check the conformity of the returned product and the reason for the return. If the return is made for the wrong reason, the reason for the return may be requalified. The customer will be informed by e-mail and the processing of his return will be done according to the new reason.

9.2 Returns for withdrawal

Regarding products made to order, no withdrawal can be accepted.

9.3 Returns for reference error
9.4.1 Return methods
The customer has 8 days to report to the company Sarl pilepoil that the product sent is not the product ordered: compatibility error, reference, size problem, color, characteristics, completely different product ... so that the service client of the company Sarl pilepoil assigns a return agreement number. The product must be returned in good condition and in its original packaging, even if the latter has been opened, with all of its contents (accessories, etc.).
In order to see his request correctly processed, the customer must systematically recall his order number and his full contact details.

9.4.2 Return processing
After receipt and acceptance of the package by the services of the company Sarl pilepoil, depending on the nature of the product, available stocks and according to the customer's wishes, the company Sarl pilepoil will offer to reship the product initially ordered or an exchange product. with equivalent characteristics after validation. Otherwise, a credit note will be created. It will correspond to the amount only of the returned items. The company Sarl pilepoil reserves the right to charge the price of products consumed, damaged or missing. If the customer chooses to be refunded and subject to compliance with the previous conditions, a refund of the value of the credit note will be made within 30 days of receipt of the product by the company Sarl pilepoil.

9.4.3 Return costs
In the event of a shipping error on the part of the company Sarl pilepoil, whether the delivery is made in France or abroad, the return costs will be borne by the company Sarl pilepoil.
In the event of an order error on the part of the customer: the company Sarl pilepoil will not be held responsible for the shipping error. In this case, no credit for the return costs will be generated.


10.1 When ordering, confidential information is collected by the company Sarl pilepoil. This information is the property of the company Sarl pilepoil, and will not be revealed to any third party.

10.2 We do not send e-mail, except for information relating to your order, your e-mail address will therefore not be used for advertising purposes.

10.3 We aspire to offer superior service at the best possible price, to do this we reserve the right to adapt our procedures at any time.

10.4 All information is collected legally and in accordance with the Data Protection Act of January 6, 1978.

10.5 If you want to receive our offers by post or by e-mail please send by e-mail your postal address or your e-mail address.

10.6 In accordance with the Data Protection Act of 6 January 1978, we inform you that your data is used by our internal services within the framework of the Simplified Standard N ° 48 (NS-048 Management of customer and prospect files - declaration n ° 1349693) and that you have the right to access and rectify your personal data. We will require an identity document. Information will be provided within 30 days of request.

10.7 If you have any questions regarding the confidentiality of information please contact us.


11.1 The order page is protected by an SSL 256 certificate.

11.2 If you have any questions regarding the security of the site, please contact our technical service.

11.3 We will take all necessary precautions to secure your order and payment details, but, except in cases of negligence on our part, we cannot be held responsible for any losses caused as a result of unauthorized access to information you provided.


The company Sarl pilepoil is released from its delivery obligations in the event of force majeure.
The company Sarl pilepoil recommends that the customer check before returning a product to the return service or the after-sales service that it leaves no personal matter in the product. The company Sarl pilepoil cannot be held responsible in the event of loss of these items.

The company Sarl pilepoil declines all responsibility for the misuse or misuse of the products that the customer has ordered.

PILEPOIL products are decorative items. The customer, whether legal or moral person, must install PILEPOIL products in places inaccessible to children under 3 years old.

Under no circumstances can PILEPOIL be held responsible for damage caused by handling a carpet.

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