These General Terms and Conditions of Sale (referred to as "GTC" or "General Conditions") are finalized between CAREL SA (referred to as "CAREL House," "The House," or "CAREL"), a simplified joint-stock company (SAS) chaired by Ms. Frédérique PICARD, with its registered office located at 2, rue Tronchet, Paris 75008.

Registered with the Paris Trade and Companies Register under the number 542 109 756. VAT number: FR23542109756 - Share Capital: 3 551 327, 00€


All users of the content of the carel.en website (referred to as "the Site") do so within the framework of the terms of use described below.

Access to and browsing of the Site constitutes full and unreserved acceptance by all users of the Site of the following rules and details.

These terms and conditions are those in force from 1 April 2024.


CAREL welcomes and wishes you to enjoy your visit !



Article 1 : General Terms and Conditions of Online Sales - Acceptance of Terms

These General Terms and Conditions of Sale, defining the rights and obligations of the parties to the distance sales contract, apply in full to the contractual relationships between CAREL House and any user (hereinafter referred to as the "Client(s)") making a purchase on the website.

Any order validation through the Site implies the full and complete acceptance of the GTC by the Client, in their entirety and without reserve.
By placing an order, the Client agrees to comply with these GTC and declares that they are acting alone, as an end consumer and for personal purposes.
The Client also declares that the items ordered are not intended for any commercial activity, therefore excluding direct resale or resale through an intermediary.
No condition other than those of CAREL House can prevail over these General Terms and Conditions.

Any clause to the contrary will therefore be unenforceable, regardless of when it may have been brought to the attention of CAREL House.
Furthermore, CAREL reserves the right to make modifications to its entire GTC at any time; however, these modifications shall only apply to orders validated after the update of said General Terms and Conditions.

Article 2 : Ordering Process

Before making a purchase, the Client selects the desired product(s) whose characteristics (including: denomination, price, quantity, color, particulars) they declare to accept, either having been transmitted to them or appearing on the Site.
The Client can then add the product(s) to their "Cart" within the limits of available quantities and has the option to modify its contents according to their desires.

Subsequently, the Client must provide certain valid identification data, namely: Name and Surname, Billing Address, Delivery Address (if different), Email Address, and Phone Number, ensuring the accuracy of this information.
CAREL House cannot be held responsible for any erroneous information.
If desired, the Client can create an account on the site to retain their identification data for a possible future purchase.


After checking the box indicating that they have read and accepted the General Terms and Conditions without reserve, the Client then validates their order and proceeds to payment of the price and delivery charges by choosing the payment method available depending on the country of residence, from the following list:

Credit Card, American Express, PayPal, PayPal in 4 installments without fees, Alma, Apple Pay, Klarna (for international), as well as other secure payment methods specific to each country.


The Client will have access to their order summary, processing status, and invoice through their CAREL account if they have created one.

They will also be able to consult the aforementioned elements in the confirmation email that will be sent to them after the validation of their purchase.

The confirmation email will also include a copy of the current General Terms and Conditions, which it is the Client's responsibility to retain.

In the event of non-compliance with the General Terms and Conditions by the Client, especially regarding the payment of an order, CAREL House reserves the right to suspend its provision and, if necessary, suspend or terminate the Client's account.

Prior to any such measure, the Client will be notified as soon as possible by CAREL, mentioning the possibility for them to regularize their situation, as well as the opportunity to challenge the elements that are being reproached.

Consequently, CAREL House reserves the right to refuse any order from a Client with whom there is such an unsettled dispute.

In accordance with Article 11 of the General Terms and Conditions, the Client has in any case a right of opposition, access, and rectification of all data concerning them kept by CAREL House.


Article 3 : Prices

The prices of the Products sold on the CAREL House website are indicated in the currency corresponding to the country previously selected and may be subject to variations during the year.

However, it is specified that the prices charged are those in effect at the time of validation of the order by the Client.

For France, delivery charges are mentioned separately, during the validation of the order, before payment and depending on the chosen delivery option, the nature, and weight of the Product(s) ordered.

They are therefore invoiced in addition to the price of the Product(s) ordered, except for purchases over 350€.

For international orders, delivery charges, taxes, and any customs fees are included in the prices indicated on the Site.

The Client will have the opportunity when placing the order to pay these charges directly or later as they wish.

During sales periods

For transparency, the final prices indicated on our website are preceded by those practiced outside the sales period, highlighted, and respecting the same conditions and characteristics as for the prices practiced on the Site throughout the year.

Article 4 : Payment Terms

Payment for the ordered Products is made in full before delivery, through the payment method previously selected via our secure payment system.

For orders outside France, transport and customs fees may apply; therefore, the Client has the option to pay for these either when placing the order or later before delivery.

The processing and shipment of the ordered Product(s) occur after confirmation of approval by the banking payment centers.

In case of authorization refusal, the Client will receive an email notifying them of the cancellation of the order and the reason for this refusal.

The Client warrants that they are fully authorized and capable of using

Credit Card, American Express, PayPal, PayPal in 4 installments without fees, Alma, Apple Pay, Klarna (for international), as well as all other secure payment methods specific to each country offered on our website.

For any order amount exceeding 500 euros, CAREL House reserves the right to verify the accuracy of the information it has and to request a photocopy of the valid buyer's identity document as well as proof of address.

These measures are designed to effectively combat fraudulent use that could be made of your credit card or PayPal account, among others. In case of suspicion of misuse or fraud for an order placed from abroad, our logistics partner Global-E reserves the right to cancel it. The acceptance of the Client's order by CAREL is materialized by sending the order confirmation email to the Client.

Article 5 : Delivery - Availability

5.1 Product Availability

Product offers are valid as long as they are visible on the Site and within the limits of available stocks.

If any of the Products were to become unavailable after the validation of the order by the Client, they will be informed by email, allowing them, if necessary, to cancel their order or place a new one if they wish to opt for another product.

In any case, their account will be credited within 15 business days of the amount of the ordered but undelivered Product.

The rest of the order will be delivered normally, with the Client already agreeing to a partial delivery.

5.2 Information

The Client guarantees the accuracy of the delivery information provided during their order, namely:

Name and Surname (matching those on the valid identity document of the recipient), Postal Address, Country, Telephone, and Email.

No modification can be made after the validation of the order.

CAREL cannot be held responsible for any errors that may compromise delivery afterward.

5.3 Delivery Location

CAREL House offers delivery worldwide.

It is up to the Client to choose the place of delivery among the options offered.

(At home or at a pick-up point).

In the event of delivery by a carrier requiring an appointment, they will contact the Client in advance to agree on the date and place.
If, after several delivery attempts, they are unsuccessful due to the absence of the recipient, the order will be returned to the CAREL logistics center.

In this case, the Client will be refunded within 15 business days, excluding delivery charges.

The Client is then free to place a new order, however, new delivery charges will apply.

5.4 Delivery Time

For metropolitan France, the delivery time is approximately 48 hours from the shipment of the package.
For international deliveries, the average delivery time is 7 working days.

However, these deadlines are only indicative and not binding for CAREL, and delays do not entitle the Client to cancel the order, to refuse the goods or to claim damages.

If the delivery is not made within 30 working days from the confirmation of the order, and this delay is not due to force majeure or the Customer, the sale may then be canceled at the Client's request and the full amount paid will be refunded.

5.5 Reception - Verification – Claims

Upon receipt of the package, the Client must check the conformity of the goods received with the order placed.

Any anomaly concerning the delivery (damage, missing product, damaged package, broken products, etc.) must imperatively be indicated on the delivery note by the Client in the form of handwritten reservations, accompanied by their signature.

The Client must then confirm this anomaly by sending the carrier a registered letter with acknowledgment of receipt within 48 hours following the delivery date, stating the details of the damage or missing product.

Furthermore, the Client must inform CAREL of any anomaly concerning the delivery of their order within 48 hours following the delivery date, via the contact form available on the Site. Failing this, the delivery will be deemed to be in conformity, and no claim can be made by the Client.

In the event of a missing product or delivery error made by CAREL House, the Client will be asked to return the goods in their original packaging, in accordance with the instructions given to them by our customer service, at the Client's expense.

After verifying the anomaly, CAREL will, at its discretion, proceed with the exchange or refund of the missing or incorrect product.

5.6 Force Majeure

CAREL House cannot be held responsible for the total or partial non-performance of its obligations under this contract, if this non-performance is caused by an event constituting force majeure.

This includes, in particular, any act of God, strikes, floods, fires, and other similar events that prevent or delay the delivery of ordered products.

Article 6 : Right of Withdrawal

6.1 Principle

The Client has a period of 15 days from the date of receipt of the Products to exercise their right of withdrawal, without having to justify reasons or pay penalties.

To exercise this right, the Client must notify CAREL of their decision to withdraw by any unambiguous declaration, for example, a letter sent by post, fax, or email.

6.2 Return Conditions

The Client must then return the Products to CAREL House at the address indicated in the return form available on the Site, without undue delay and at the latest within 15 days following the communication of their decision to withdraw.

The returned Product(s) must be complete, properly protected, and in their original condition (packaging, accessories, instruction manuals, etc.), allowing them to be re-marketed as new.

Any product that is damaged, incomplete, or whose original packaging is damaged, will not be refunded or exchanged.

The Client is advised to return the Products by registered mail or any other means giving a definite date, the return costs being borne by the Client.

6.3 Refund

In the event of withdrawal by the Client, CAREL will reimburse all payments received from the Client, including delivery charges (with the exception of additional charges resulting from the choice by the Client of a delivery method other than the standard delivery method offered) without undue delay and, in any event, no later than 14 days from the day CAREL is informed of the Client's decision to withdraw from this contract.

CAREL may, however, defer the refund until recovery of the Products or until the Client has provided proof of shipment of the Products, whichever comes first.

Refunds will be made using the same means of payment as those used by the Client for the initial transaction unless the Client expressly agrees to a different method;

in any case, this refund will not incur any costs for the Client.

6.4 Exceptions

However, and in accordance with Article L.221-28 of the Consumer Code, the right of withdrawal cannot be exercised for the supply of goods made according to the consumer's specifications or clearly personalized, or which, due to their nature, cannot be re-shipped or are liable to deteriorate or expire rapidly.

Article 7 : Retention of Title

The Products ordered remain the property of CAREL
House until full payment of the purchase price, including all taxes and mandatory fees, has been received by CAREL.

Any delay in payment may result in the claim of the Products by CAREL.

Article 8 : Warranty

8.1 Legal Provisions

All Products sold on the Site benefit from the legal guarantee of conformity (Articles L. 217-4 et seq. of the French Consumer Code) and the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code), allowing the Client to return defective or non-compliant Products delivered free of charge, under the conditions provided for in these legal provisions.

8.2 Exclusions

The warranties do not cover defects and their consequences related to misuse, lack of maintenance, neglect, or lack of compliance with the instructions for use of the Products.

Similarly, the warranty does not cover normal wear and tear of the Product or damage resulting from an external accident (e.g., shock, fall), improper use (e.g., non-compliant with the intended use), or intervention by a third party not authorized by CAREL.


8.3 Implementation

In case of non-compliance of a Product sold, it may be returned to CAREL who will take it back, exchange it or refund it.

The Client must inform CAREL of the non-compliance within two years of the Product being put into service, attaching to their request a photo or any other document proving the defects found, the date of purchase, and the order number.

The return costs will be reimbursed to the Client upon presentation of supporting documents.

The Products must be returned in their original packaging, accompanied by all possible accessories and the copy of the invoice for the purchase of the Product(s).

The return of Products declared non-compliant or defective must be sent to the address indicated in the return form available on the Site.

Any Product returned without prior notification and without following the procedure indicated will not be taken back by CAREL.

Article 9 : Liability

CAREL's liability cannot be engaged in the event of force majeure or fortuitous events beyond its control, including in particular, but without limitation, strikes, floods, fires, wars, attacks, disruptions or interruptions of telecommunications networks or electrical networks, technical failures, computer failures, and malfunctions of computer systems.

CAREL cannot be held responsible for any inconvenience or damage arising from the use of the Internet network, in particular, but not limited to, an interruption of the service, an external intrusion or the presence of computer viruses.

Similarly, CAREL cannot be held responsible for any damage or inconvenience inherent in the use of the Products sold, including personal injury.

Article 10 : Personal Data

The personal data collected on the Site are intended for the use of CAREL
House for the processing of orders and are not intended to be transferred to third parties.

They may, however, be transmitted to third parties responsible for the execution of orders or services provided for the processing of payments.

In accordance with the provisions of the General Data Protection Regulation (GDPR), the Client has a right of access, rectification, deletion, opposition, and portability of their personal data.

This right can be exercised directly with CAREL by sending a written request to the address indicated in Article 1.3.


Article 11 : Intellectual Property

All texts, comments, works, illustrations, and images reproduced or represented on the Site are strictly reserved under copyright as well as intellectual property.

Any total or partial reproduction or representation of the Site or its contents is strictly prohibited and constitutes an infringement punishable by law.

Article 12 : Applicable Law – Disputes

These General Conditions of Sale are subject to French law.

In the event of a dispute, an amicable solution will be sought between the Parties.

In the absence of an amicable agreement, the dispute will be submitted to the competent courts in accordance with the provisions of the French Code of Civil Procedure.

Article 13 : Applicable Law – Disputes – Complaint Handling – Mediation

This contract is governed by French law.
The language of this contract is French. In the event of a legal dispute, French courts shall have sole jurisdiction, subject to any mandatory legal provisions that apply.

For any complaints, please first contact Customer Service at the following address:
Indeed, in accordance with the rules applicable to mediation, any consumer dispute must first be submitted in writing to CAREL's Consumer Service before any request for mediation.

Then, in the event of a persistent disagreement and in accordance with the provisions of the Consumer Code regarding "the process of consumer dispute mediation," the customer has the right to use the mediation service offered by Maison CAREL free of charge.
The proposed "consumer rights" mediator is CM2C.
This mediation service can be contacted by :

  • Email:
  • Postal mail: CM2C, 14 rue Saint Jean, 75017 Paris