Shipping, exchanges and returns policy
1.- IDENTIFICATION DATA
General Legal Notice
The present general terms and conditions of sale regulate in a comprehensive manner all purchase transactions and other services that may be offered, provided or performed from the online store located on the website www.chevalier.com owned by MANUFACTURE HORLOGÈRE VALLÉE DE JOUX SA ("MHVJ") with registered office at Le Sentien, Rue Georges-Henri Piguet 11, 1347 Le Chenit, Switzerland, registered in the Commercial Register of the Canton of Vaud (Switzerland) with IDE/UID CHE-104. 907.514, Swiss TVA number: CHE-104.907.514 and intra-community TVA no. ESN0395149H and contact telephone: +41 218452000, e-mail: email@example.com.
|Germany: Except Heligoland Island, and Büsingen Territory||Greece (Except Mount Athos)|
|Austria (Except Jungholz and Mittelberg)||Hungary|
|Bulgaria||Italy (Except Livigno, Campione d'Italia and Italian waters of Lake Lugano)|
|Denmark (Except Greenland Territory and the Faroe Islands Territory)||Malta|
|Spain (Except Canary Islands, Ceuta and Melilla)||Portugal|
|Finland (Except Åland Islands)||Sweden|
|France (Except the Departments of *Ultramar) *Guadeloupe, French Guiana, Martinique, Reunion and Mayotte.||Switzerland|
The CHEVALIER.COM webshop only and exclusively carries out retail sales to end consumers, excluding sales to companies and/or professionals.
For any purchase for resale purposes it will be necessary to contact MHVJ's wholesale channel managers. Purchase orders placed on the website for an amount greater than FIFTEEN THOUSAND (15,000) EUROS may be suspended until MHVJ obtains additional information from the customer about the nature of the transaction, being susceptible to be canceled if it is finally established that respond to purchases for resale purposes.
Offer of Products
The Products for sale are those available at the time of order confirmation by MHVJ.
MHVJ reserves the right to modify its offer at any time by adding new Products or removing others.
The Products are presented in accordance with legal recommendations and as accurately as possible, MHVJ reserves the right to modify the presentation of the Products at any time.
The photographs of the products are presented for descriptive and indicative purposes and have no contractual value whatsoever. The specific characteristics of each product can be found in the corresponding descriptions on the website.
There may be differences between the Products delivered and those represented on the website. An exact representation of the Products on the website cannot be guaranteed due, in particular, to differences in color finishes in Internet browsing software and/or device screens.
Orders may be placed 365 days a year, at any time, except at times when the service is suspended for maintenance or other commercial circumstances and / or force majeure.
All orders shall be considered offers to purchase subject to these terms and conditions. MHVJ reserves the right to accept them if the requirements set forth in these terms and conditions are not met.
Once an order has been placed, the system automatically generates a confirmation of receipt of the order. However, this confirmation does not imply automatic acceptance of the order, since MHVJ reserves the right to collect additional information, including information related to identity and address, to ensure both a correct shipment of the order, as well as to ensure the absence of fraud related to transactions.
Any order placed through the website requires the creation of an account. In the checkout process the selected Products are added to a basket so that the Customer has the opportunity to verify the details of his order and its final price, being able to make changes before the final acceptance of the order.
Orders sent to MHVJ by mail, fax or any other means other than those indicated will not be taken into account.
Validation of orders
The order is firm and valid, for the Customer, from the moment that MHVJ confirms it, after validation of the payment and notification to the Customer of the order processing.
MHVJ will send by e-mail, as soon as possible, a confirmation of the order with the substantial elements of the order (order number, Products ordered, place of delivery, etc.).
All Product orders are subject to availability. In the event of unavailability of one or more Products ordered, supply difficulties or lack of stock, MHVJ undertakes to contact the Customer by e-mail as soon as possible, informing him/her of the existence of any other substitute Product of the same quality and value.
In the event that the offer of a replacement Product is refused or is not possible, the user will have the option to wait until the Product is available or to cancel the order. MHVJ will refund any amounts erroneously paid, if any.
The MHVJ web store only delivers within the territorial scope defined in these terms and conditions without prejudice to reserve the right to reduce or extend this at any time.
When the Customer places the order, the mode and cost of delivery is indicated. The delivery costs are specified before the confirmation of the purchase, detailing the place of delivery, and the service that the Customer can choose. Currently shipments are free of charge.
|Destination||Place of delivery||Free shipping||Delivery times|
|SPAIN (Except for Canary Islands, Ceuta and Melilla)||Address||Yes||2/3 Days|
|FRANCE: Except Overseas Departments||Address||Yes||2/3 Days|
|ITALY: Excepto Livigno, Campione d'Italia y orilla italiana Lago lugano||Address||Yes||2/3 Days|
|GERMANY: Except Heligoland Island, and Büsingen Territory||Address||Yes||2/3 Days|
|GREECE (Except Mount Athos)||Address||Yes||2/3 Days|
|AUSTRIA (Excepto Jungholz y Mittelberg)||Address||Yes||2/3 Days|
|CZECH REPUBLIC||Address||Yes||2/3 Days|
|FINLAND (Except Åland Islands)||Address||Yes||2/3 Days|
|DENMARK (Except Greenland and Faroe Islands Territory)||Address||Yes||2/3 Days|
On special dates such as Christmas, Epiphany, long weekends or special promotions (Black Friday, Cyber Monday ....), there is no guarantee that delivery will be made on time, due to the volume of goods of transport agencies.
MHVJ reserves the right to modify delivery times and type of shipment without prior notice in special cases.
Under no circumstances will shipments be made to P.O. Boxes.
CANCELLATIONS: Orders that are confirmed and in the preparation phase cannot be cancelled.
Delivery of the product/s shall be deemed to have taken place at the moment when the user or a third party indicated by the user acquires material possession thereof. In case of delivery of multiple goods ordered by the consumer and user in the same order and delivered separately, the day when the user or a third party indicated by him, other than the carrier, acquires the material possession of the last of the goods.
The approximate delivery time of the orders is indicated on the page or, in any case will not exceed 30 days from the date of order confirmation.
In the event that, exceptionally, the delivery date cannot be met, the user will be informed of this circumstance and will be offered the option to go ahead with the purchase by setting a new delivery date or the possibility of cancelling the order and obtaining a full refund of the price paid.
If the recipient is absent at the time of delivery, a notice will be left so that he/she can pick up the shipment at the place and within the deadlines indicated.
After the deadline has elapsed without collection, the shipment will be returned to MHVJ and it is up to the consumer to contact Customer Service for possible reshipment at the buyer's expense.
5.- EXCHANGES AND RETURNS. RIGHT OF WITHDRAWAL.
If for any reason you are not satisfied with your order, you have a period of 14 calendar days from the date of delivery of the order to return it.
Thus the buyer has the right to withdraw from your purchase within 14 calendar days of receipt of the order provided that it is communicated within that period, directly by the usual means of contact published on our website or by attaching the following form
Exceptions to the right of withdrawal are those items that are not suitable to be returned for reasons of health protection or hygiene (earrings etc.) provided that they have been removed from their original packaging. Exceptions are also made for items that have been customized or modified at the customer's request.
How to return an item
The return procedure consists of the following steps:
1 - Formulation of the return request:
To initiate the return process there are two options depending on whether you are a registered customer or not:
- - Unregistered customer: If an order was placed without registering, the following steps must be followed.
- ◦ You must access "Returns" and enter the e-mail address and the order number (entering the complete number, with letters and without spaces. Example: POFEST_COM20000000).
- ◦ Enter a password to register the e-mail and access the personal customer area.
- ◦ Once inside the customer area access to: My Account > My Returns and follow the indicated steps.
- - Registered customer: access Account > My Returns, and follow the steps indicated.
2 - Selection of the return method
To carry out the return you can choose the option that is most convenient for you:
- ◦ Home Pickup: A UPS delivery person will pick up the return at your home address.
- ◦ Delivery at UPS Access Point: Deliver the package to the UPS Access Point of your choice.
3 - Return Request Confirmation
Once the return request has been approved, the customer will receive a confirmation e-mail. A return label and packing slip will be attached to this e-mail. (You can also download the return label and delivery note from My Account > My Returns): My Account > My Returns).
The return label must be attached to the top of the box in which the return shipment is to be made and the delivery note must be placed inside the box.
Cost of the return
Terms of delivery:
The product(s) must be returned in perfect condition, unused and in its original packaging, including guarantees, labels and instructions for use.
It is very important that the product/s are returned perfectly packed. If the product(s) are damaged due to improper packaging, the return will not be accepted.
To ensure that the product arrives at our warehouse in perfect condition, we advise you to reuse the box in which the product arrived. We also advise you to fill it with protective paper to avoid bumps and scratches.
Consequences of withdrawal:
The return shipment, to our warehouse, is at the customer's expense.
Once received the goods in our warehouse and verified that all the above conditions are met, MHVJ will accept the return of the product and will proceed to refund the amount according to the method of payment made.
If the return is not accepted, the product will be returned to the customer without any refund.
If the payment was made by credit card or paypal, the amount will be credited to the same credit card or paypal account.
Note: The refund of the amount will be made within a maximum period of 14 days from the receipt in our warehouse of the product exchange or return.
Notwithstanding the above, MHVJ may withhold the refund until we have received the goods, or until the customer has provided proof of the return of the goods, whichever condition is met first.
Please note that if you paid by credit card it is likely that your bank will not show the refund amount in your balance until the following month.
CHEVALIER.com does not support freight collect shipments, if in doubt please contact customer service ___________@MHVJ.com.6.- PAYMENT METHODS
- The system will automatically display the available payment methods for your order. Consult here the details and availability of each of the payment methods that our system supports:
- - Credit or debit card
- - Paypal
Credit or Debit Card
We guarantee that every transaction made on MHVJ.com is 100% secure. All transactions involving the transmission of personal or banking data are performed using a secure environment. MHVJ uses a server based on the standard security technology SSL (Secure Socked Layer). All the information you transmit to us travels encrypted through the network.
Likewise, your credit card information is not recorded in any database but goes directly to the POS (Point of Sale Terminal of the Bank).
In an effort to provide greater security to credit card owners, we have incorporated in our payment gateway the secure payment system called CES (Secure Electronic Commerce). In this way, if you are a "secured" cardholder, you will always be able to make card payments in our store.
In both cases, when paying by card you will always be asked for the following data: the card number, the expiration date, and a Validation Code that matches the last 3 digits of the number printed in italics on the back of your card, thus offering more guarantees about the security of the transaction.
If you have not yet received a personal password for exclusive use for Internet payments, we advise you to ask your financial institution to adhere your cards to the Secure Electronic Commerce service. To do so, you can contact your bank.
Attention: Credit card fraud is a crime, and MHVJ, will take appropriate legal action against anyone who makes a fraudulent transaction in our online store.
PayPal allows consumers with an email address to send payments online securely, conveniently and cost-effectively. The PayPal network builds on the existing financial infrastructure of bank accounts and credit cards to create a global real-time payment solution. Paypal offers a service specially designed for those who are not satisfied with traditional payment mechanisms.
For more information you can visit the Paypal website.
Regardless of the payment method chosen, the management of payments and/or claims related to them is handled for MHVJ by TIME LOGISTIC SL, a Spanish company with registered office at C/Velázquez 150, 3º 1ª 28002 Madrid (Madrid) and VAT number B61756490.
In the EU, the TWO (2) year legal guarantee established by Directive 1999/44/ of the European Parliament and of the Council of 25 May 1999 on certain aspects of the sale and guarantees of consumer goods and in the various national regulations implementing the same.
In Switzerland of the TWO (2) year statutory warranty provided for in Articles 197 et seq. of the Federal Law of March 30, 2011 supplementing the Swiss Civil Code (Book V: Law of Obligations).
In addition, CHEVALIER.COM customers benefit from the International commercial guarantee provided by MHVJ, to the extent that it improves the conditions of the applicable legal guarantee.
In order to invoke the legal warranty, it is essential to present a receipt or invoice for any claim or request for exchange and/or return.
In addition, CHEVALIER.COM customers benefit from the commercial warranty provided by MHVJ, in cases where it is for a longer period.
In order to invoke the Commercial Warranty with the manufacturer, it will be necessary, in addition, to provide the international Warranty Certificate stamped by an Official MHVJ retail distributor.
The warranty is excluded in case of improper modifications or repairs of the products and for any damage caused by incorrect handling.
Defects or damage due to improper use, use or handling of the material or wear and tear caused by normal use of the material are not covered by the warranty. The warranty does not cover ordinary wear and tear of consumables (accessories, etc.) delivered with the product
Failure to comply with the instructions for use and/or maintenance, replacement of parts or use of consumables that modify the original specifications may also result in the loss of the warranty.
The loss of functionality of the articles, due to the limitations of their design, are also excluded from the coverage of this warranty.
Any repair, crediting or replacement will be carried out within a maximum period of 3 months. In the event that it is technically impossible for our after-sales service to determine whether a defect or damage is due to manufacturing or incorrect use, the item will be sent to the manufacturer, so that its Technical Assistance Service (TAS) can determine the cause of the deterioration and determine whether or not it is covered by the warranty.
If MHVJ's after-sales service provides a warranty service, a 12-month warranty is granted on the repaired parts or on the replaced product; if the initial warranty period is longer, the latter will apply. In case of repair of a product after the expiration of the conventional warranty, the latter is extended by six months on the repaired parts from the date of repair.
Attention: If upon receipt of the order, before the product is used, you find any defect or fault in what you received, you will have to contact us through the Customer Service Department, we will ask for a photo of the defect and we will take care of collecting the product, once we receive it, we will proceed to exchange or replace it immediately or in the case of not being possible, we will refund the money.
For any repair service, not covered by the warranty, we will issue a deposit receipt and a budget prepared by the official SAT of the brand, indicating the amount of the repair which must be subject to prior acceptance. Likewise, any variation in the same will be previously communicated for confirmation.
Attention: Shipping to the repair center is at the customer's expense. The return shipment is free of charge if the product is covered by warranty. The return shipment is also free of charge if the repair is not covered by the warranty and you decide not to accept the repair estimate.
The prices of the Products are in Euros, except in the case of deliveries to Switzerland, which are in CHF. Any sales to any country outside the EU, with the exception of Switzerland, do NOT include any customs clearance fees, duties, import duties, indirect taxes, etc. that may be applied by your customs system.
Unless otherwise indicated, the prices shown do not include preparation and shipping costs, which will be duly detailed prior to the confirmation of the order by the Customer.
MHVJ reserves the right to modify the prices of its Products. In any case, the price conditions in force on the date of validation of the order by the Customer shall apply.
The prices displayed on CHEVALIER.com may be revised and modified if conditions so require at any time.
Offered or Promotional Products
All products that CHEVALIER.com promotes at a special price shall be displayed on the website with the following information: offer price, regular price, discount percentage and end date of the offer or promotion. Said offers shall be available until the date indicated, except when stocks last, in which case the product shall automatically disappear from the website.
The offers cannot be accumulated with other offers, packs, discounts or special promotions in force. The offer with the highest discount will always apply.
Any pack is considered as a special promotion and is not subject to any other discount.
9.- INTELLECTUAL PROPERTY and INDUSTRIAL PROPERTY
Intellectual property of the contents of the website
All intellectual property rights of the contents of this website such as text, graphics, photographs, logos, icons, images, graphic design, source code, applications, video, audio, etc., are the exclusive property of MHVJ corresponding to the exclusive exercise of the rights of exploitation thereof.
It is reserved exclusively to MHVJ, any use, involving copying, reproduction, distribution, transformation, public communication or any other similar action, all or part of the contents of the website, as well as this same, so that no user may carry out these actions without the prior written permission of MHVJ.
The user must not make any improper use of the website by intentionally introducing viruses or any material that may be harmful or damaging. The user shall not attempt to gain unauthorized access to this website, the server on which it is hosted or any server or database related to this website.
In case of breach by the user of this clause MHVJ will be obliged to inform the competent authorities because such breach could be associated with the commission of offenses defined in the applicable regulations.
Industrial property of trademarks and distinctive signs
All trade names, trademarks or distinctive signs of any kind contained in this web site are protected by law, being MHVJ, either its owner or the holder of legitimate rights over them.
MHVJ is responsible for the fulfillment of its own legal and contractual obligations, consequent to the execution of these terms and conditions. In return, the user is responsible for the fulfillment of its own, in the same terms.
To the extent that MHVJ suffers any damage as a result of the actions and / or omissions of third parties related to these terms and conditions, MHVJ reserves the right to take appropriate action against them.
MHVJ shall not be liable for any failure or delay in the performance of any of the obligations assumed, when such failures are due to events beyond the reasonable control of the company.
Events beyond the reasonable control of MHVJ include (the following list is not exhaustive):
- a) Strikes, lockouts or other industrial action.
- b) Civil commotion, riot, invasion, terrorist threat or attack, war (declared or undeclared) or threat or preparation for war.
- c) Fire, explosion, storm, flood, flood, earthquake, subsidence, epidemic, or any other natural disaster.
- d) Impossibility of the use of trains, ships, airplanes, motor transport or other means of transportation, public or private.
- e) Impossibility of using public or private telecommunications systems.
- f) Acts, decrees, legislation, regulations or restrictions of any government or public authority.
- g) Any security intrusion (virus, computer attacks, etc.) that compromises the service or the security of the users.
- h) Technical and operational reasons that make necessary the suspension or temporary cancellation of the service.
In the event of the occurrence of any of the causes that give rise to a situation of Force Majeure, there will be a period of extension in the term for the fulfillment of the obligations of the same duration as the duration of the Cause of Force Majeure.
MHVJ. assumes no liability that may arise from technical problems or failures in computer equipment not attributable to our Company, which occur during connection to the Internet, as well as damage that may be caused by third parties through unlawful interference beyond the control of MHVJ.
We are also exonerated from any liability for any damages that the user may suffer as a result of errors, defects or omissions in the information we provide when it comes from outside sources.
The connection to the website is made at the user's own risk. MHVJ declines all responsibility related to the connection to the Internet and the telecommunications network in general. The only responsible for the protection of your computer and the applications and data installed or stored on it, is the user, who must take the necessary measures for their defense and protection.
The computer systems of MHVJ, will store the computer records of orders, electronic communications inherent to them, and billing, constituting means of proof of its reality, and content.
Web content and links
MHVJ is not responsible for the misuse of the contents of its website, being the sole responsibility of the person who accesses or uses them.
Neither does it assume any responsibility for the information contained in the websites of third parties that may be accessed by links or search engines from the website www.CHEVALIER.com.
Exchange or dissemination of information
MHVJ disclaims any liability arising from the exchange of information between users through its website. In particular, we are not responsible for the use that minors may make of it in the event that the contents accessed may offend the sensibilities of minors.
Updating and modification of the website
MHVJ reserves the right to update, modify or delete the information contained in its web site, and the configuration or presentation of the same, at any time, without prior notice, and without assuming any responsibility for it.
MHVJ is not responsible for typographical errors in prices, promotions, offers, promotional gift cards or promotional conditions in general.
In the event that at any time there is an error of this type, at all times beyond the control of MHVJ, we will proceed immediately to correct it.
If there is a typographical error in any of the prices or promotions shown and a customer has made a purchase decision based on this error, we will communicate this error and the customer will have the right to cancel the purchase without any cost on their part.
In compliance with the provisions of the General Data Protection Regulation -GPRD- (EU Regulation 2016/679) and the national rules of adaptation thereof, as well as the Federal Data Protection Act -DSG- and the Ordinance on the Federal Data Protection Act -VDSG-, Swiss; MHVJ informs its customers that any personal data provided will be included in an automated file of personal data, created and maintained under the responsibility of MHVJ as responsible for the file.
The access to the pages through which the MHVJ client consults personal data, requests complementary information or contracts any of the products offered is always done through a secure line.
MHVJ guarantees the security and confidentiality of the data provided. Thus, it is committed to fulfilling its obligation of secrecy of personal data and its duty to protect them and take all necessary measures to prevent alteration, loss, treatment or unauthorized use.
Interested parties may exercise their rights of access, rectification, deletion, portability, limitation and opposition to treatment or any other recognized by the applicable regulations, proving their identity by means of a request indicating the reference "Personal Data Protection" and addressed to:
Le Sentien, Rue Georges-Henri Piguet 11, 1347 Le Chenit, Switzerland.
Data Protection Officer:
If you believe that the company has not processed your personal data in accordance with applicable law or that you have not obtained satisfaction in exercising your rights, you may lodge a complaint with the national data protection authorities in your EU country of residence (https://edpb.europa.eu/about-edpb/board/members_en) or with the Swiss Federal Data Protection and Information Commissioner -FDPIC- (FDPIC) for Swiss residents.
If one or more provisions of these terms and conditions are declared invalid by virtue of a law, a regulation or following a final decision of a competent jurisdiction, the remaining provisions shall retain their full force and scope of application.
Absence of waiver
The fact that one of the parties has not demanded the application of any clause of these terms and conditions, either permanently or temporarily, can in no case be considered as a waiver of rights.
MHVJ reserves the right to modify these Terms and Conditions. Any new version of these Terms and Conditions will be posted on the website.
The version of the Terms and Conditions available on the Site at the time the order is placed shall prevail over any other version of the Terms and Conditions for the purpose of regulating the order.
These terms and conditions and the order summary transmitted to the Customer form a contractual whole and constitute the entirety of the contractual relations established between the parties.
13. JURISDICTION and APPLICABLE LAW
Legislation and Jurisdiction
These general terms and conditions shall be interpreted and applied in accordance with current Swiss law, without prejudice to other mandatory rules that may be of preferential application.
In the event of a dispute, the courts and tribunals that the Swiss legal system provides for at any given time shall have objective, functional and territorial jurisdiction.
Online Dispute Resolution Platform
Without prejudice to the provisions of the previous paragraph, for the alternative resolution of consumer disputes in the EU area, (Online dispute resolution in consumer matters in accordance with Art. 14.1 of EU Regulation 524/2013), MHVJ communicates that it is adhered to the online dispute resolution platform which is available at the following link: https://ec.europa.eu/consumers/odr/