Terms of sale

Last updated: 01/04/2026

These General Terms and Conditions of Sale (the “GTC”) are entered into between:

Nénés, a simplified joint-stock company (société par actions simplifiée) with a share capital of €7,422.60, registered with the Paris Trade and Companies Register under number 841 183 007, whose registered office is located at 31 rue Beaurepaire, 75010 Paris, France, intra-community VAT number FR40841183007 (hereinafter “Nénés”),

and

any natural person of legal age acting as a consumer within the meaning of the French Consumer Code, wishing to make a purchase on the website www.nenes-paris.com (hereinafter the “Customer”).

These GTC define the terms and conditions under which Nénés sells its products to the Customer via the website.

1 - Object

These GTC exclusively govern sales concluded between Nénés and Customers on the website www.nenes-paris.com.

Any order placed on the website implies full and unconditional acceptance of these GTC by the Customer.

The applicable GTC are those in force on the date of the order. Nénés reserves the right to amend these GTC at any time; however, such amendments shall not apply to orders already confirmed.

2 - Products

The products offered for sale are those displayed on the website, subject to availability.

Nénés makes every effort to present and describe its products as accurately as possible. However, photographs, texts, graphics and information displayed on the website are as accurate as possible but cannot guarantee perfect similarity with the delivered product, without prejudice to applicable legal warranties.

In the event that a product becomes unavailable after the order has been confirmed, Nénés shall inform the Customer as soon as possible and, at the Customer’s choice, either refund the unavailable product or, with the Customer’s express agreement, replace it with a product of equivalent quality and price. No compensation other than a refund shall be granted.

3 - Prices

Product prices are indicated on the website in the currency applicable to the delivery country selected by the Customer.

For orders delivered within mainland France and the European Union, prices are indicated inclusive of all taxes (VAT included), unless otherwise stated.

For certain destinations outside the European Union, prices are indicated exclusive of taxes. Customs duties, local taxes, import duties or other charges may be payable and shall be borne solely by the Customer. It is the Customer’s responsibility to obtain information from the relevant authorities in the destination country.

Delivery costs are indicated to the Customer prior to final validation of the order.

Nénés reserves the right to modify its prices at any time. Products are invoiced based on the prices in force at the time the order is confirmed.

Products remain the property of Nénés until full payment of the price.

Nénés reserves the right to cancel any order in the event of a manifest pricing error.

4 - Ordering Process

To place an order, the Customer selects one or more products, adds them to their cart, provides the requested information, selects a delivery method and a payment method, and confirms the order after having read and accepted these GTC.

The sale shall only be deemed final upon:

  • validation of payment;
  • and the sending of an order confirmation email to the Customer.

Nénés reserves the right to refuse or cancel any order for legitimate reasons, including in particular:

  • prior dispute with the Customer;
  • full or partial non-payment of a previous order;
  • suspicion of fraud;
  • abnormal nature of the order.

Orders exceeding €1,000 (incl. VAT) may be refused, particularly for fraud prevention or payment security reasons.

5 - Delivery

Products are delivered to the address provided by the Customer when placing the order.

Orders are generally prepared within 48 business hours, subject to product availability. This timeframe corresponds to preparation time and does not constitute a contractual delivery deadline.

Estimated delivery times are indicated on the website and/or in the shipping confirmation email. They vary depending on the destination and the carrier.

In any event, except in cases of force majeure or exceptional circumstances (strikes, transport disruptions, pandemics, etc.), the order shall be delivered no later than 30 days after conclusion of the contract, unless expressly agreed otherwise with the Customer.

In the event of a delivery delay, the Customer may request that Nénés deliver within an additional reasonable period. Failing this, the Customer may terminate the contract under the conditions set out in the French Consumer Code.

Any sums paid by the Customer for undelivered products shall be refunded as soon as possible.

Risk is transferred when the Customer, or a third party designated by them, takes physical possession of the products.

6 - Payment

Payment is made online using the methods offered on the website, including credit card (Visa, Mastercard, American Express), PayPal or Apple Pay. In the Netherlands, payment can be made via iDEAL, and in Belgium via Bancontact.

Bank transfers and cash on delivery are not accepted.

Payment is debited at the time the order is confirmed.

To ensure payment security, the website uses Shopify Payments and Mollie secure payment services, which incorporate SSL security standards. Confidential data (card number, expiry date and security code) are encrypted and transmitted directly to Shopify Payments or Mollie servers and do not pass through the website server.

Once the order is validated, the payment request is processed in real time by the payment processor, which sends an authorization request to the card network. An electronic certificate is issued.

This certificate constitutes proof of the amount and date of the transaction in accordance with Articles 1366 et seq. of the French Civil Code. Server timestamps shall prevail between the parties.

KLARNA – INSTALLMENT PAYMENT TERMS

Customers may pay in instalments free of charge by credit card for orders between €120 and €1,500 via Klarna.

Conditions: Offer available to individuals residing in France, Germany, Belgium or the Netherlands, holding a valid Visa or Mastercard with an expiry date exceeding the financing period. American Express and Capital One cards are not accepted.

Subscription process:
After placing the order, the Customer selects “Klarna – Pay in instalments”. They are redirected to Klarna’s page displaying a personalised financing offer, which must be validated.

The Customer enters personal details or logs into their Klarna account, reviews the terms provided in PDF format, and accepts them electronically. The double-click mechanism constitutes irrevocable acceptance.

Klarna records constitute proof of transactions. Order data is transmitted to Klarna for credit assessment and management. Klarna reserves the right to approve or refuse financing.

The Customer has a 14-day withdrawal right for the credit.

Payment options:

  • immediate full payment;
  • payment deferred by 30 days;
  • payment in 3 instalments every 30 days.

Customers receive email notifications before each debit.

Klarna Bank AB (publ), Corp. ID No. 556737-0431, Sveavägen 46, 111 34 Stockholm, Sweden.

7 - Right of Withdrawal

The Customer has a period of 20 calendar days from receipt of the products to exercise their right of withdrawal, without having to provide any reason.

To exercise this right, the Customer must notify Nénés of their decision to withdraw by means of:

Products must be returned without undue delay and no later than 14 days following notification of the withdrawal decision, in accordance with the procedure provided by Nénés.

Products excluded from the right of withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal cannot be exercised in particular for goods that have been unsealed after delivery and cannot be returned for hygiene or health protection reasons.

8 - Exchanges and Refunds

Independently of the legal right of withdrawal, Nénés may offer, on a commercial basis, exchanges or specific return options under the conditions specified on the website.

Exchanges for products purchased on the website

Subject to availability, a product purchased on the website may be exchanged:

  • via the online return procedure; or
  • where available, in Nénés physical stores:
    • Paris: 31 rue Beaurepaire, 75010
    • Lille: 12 rue Basse, 59800

Exchanges may be made for a different size, another item of equivalent value, or a store credit, depending on the options offered by Nénés.

Unless otherwise stated, exchanges are accepted only for products returned in their original packaging, in perfect condition, unworn, unwashed, with tags attached and properly folded.

Return shipping costs for exchanges are free of charge in the following countries: mainland France, Belgium, Germany, the Netherlands, Italy, Luxembourg, Spain and Portugal.

For returns from outside the European Union, the Customer must pay any applicable customs duties before returning the parcel. Failing this, Nénés reserves the right to refuse the return upon receipt.

If the Customer returns items using their own carrier, they are strongly advised to retain the tracking number until receipt is confirmed by Nénés. In the event of loss by the carrier, the tracking number shall serve as proof.

Refunds for products purchased on the website

Products may be returned:

  • via the online return procedure; or
  • in Nénés physical stores (Paris or Lille addresses above).

The Customer bears the direct cost of returning the goods. Nénés provides prepaid return labels for the following countries: mainland France, Belgium, Germany, the Netherlands, Italy, Luxembourg, Spain and Portugal. The cost of the label will be deducted from the refund.

Indicative return label costs:

  • €4.90 (incl. VAT) for returns from France;
  • €7.90 (incl. VAT) for returns from other EU countries.

The Customer is advised to keep proof of shipment.

For returns from outside the EU, customs duties must be paid prior to return; otherwise, the parcel may be refused.

Nénés shall reimburse all sums paid for the returned products, including initial standard delivery costs where the withdrawal right is exercised for the entire order, no later than 14 days from notification of the withdrawal.

Nénés may delay reimbursement until the products are recovered or until proof of shipment is provided, whichever occurs first.

Refunds are made using the same payment method as the original transaction. If the order was paid partly or entirely with a gift card, the refund will first be credited to the gift card. The original purchaser of the gift card cannot claim reimbursement.

If a free gift was included in the order and the Customer requests a refund, the free item must also be returned. If not, its value will be deducted from the refund.

The Customer is only liable for any depreciation in value resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of the product.

In-store purchases

For products purchased in-store, exchange and refund conditions are governed by Nénés’ in-store commercial policy, without prejudice to applicable legal warranties.

9 - Gift Cards and Store Credit

Gift cards purchased on the website may be withdrawn within 14 days, provided they have not been used.

Where payment was made fully or partially using a gift card or store credit, any refund will first be credited to that gift card or store credit, and then, if applicable, to the additional payment method used.

Store credits issued on a commercial basis are valid for the period indicated at the time of issue.

10 - Legal Guarantees

The Customer has a period of two years from delivery of the goods to invoke the legal warranty of conformity in the event of a lack of conformity. During this period, the Customer is only required to prove the existence of the defect, not the date of its appearance.

Under this warranty, the Customer is entitled to repair or replacement of the goods within 30 days, free of charge and without significant inconvenience.

If the goods are repaired, the warranty is extended by six months.

If replacement is imposed instead of repair, the warranty is renewed for two years from the replacement date.

The Customer may obtain a price reduction or terminate the contract with a full refund upon return of the goods if:

  • the seller refuses to repair or replace the goods;
  • repair or replacement takes more than 30 days;
  • repair or replacement causes significant inconvenience;
  • the lack of conformity persists.

Immediate price reduction or contract termination is also possible where the defect is sufficiently serious.

Termination is not available for minor defects.

Any immobilisation of the product for repair suspends the remaining warranty period.

These rights arise from Articles L217-1 to L217-32 of the French Consumer Code.

The Customer also benefits from the legal warranty against hidden defects (Articles 1641 to 1649 of the French Civil Code) for two years from discovery of the defect.

Implementation

For any request under legal warranties or to report a defective product, the Customer may contact Nénés:

  • via the contact form;
  • by phone: +33 1 83 95 92 58;
  • by post: 31 rue Beaurepaire, 75010 Paris, France.

11 - Consumer Mediation

In the event of a dispute not resolved with customer service, the Customer may use a consumer mediator free of charge.

Nénés has appointed SAS Médiation Solution (registration no. 18290/VM/2603).

The mediator can be contacted:

The request must include contact details, a summary of the dispute, prior complaint, and supporting documents.

12 - Personal Data

Personal data collected is processed for:

  • order management;
  • delivery;
  • invoicing;
  • customer relations;
  • returns, complaints and warranties;
  • legal compliance.

Processing is based on contract performance, legal obligations, or Nénés’ legitimate interests.

Data may be shared with service providers involved in order processing.

Data is retained for the duration necessary for commercial and legal purposes.

The Customer has rights of access, rectification, erasure, restriction, objection, portability, and the right to define instructions regarding data after death.

Requests can be sent to: club@nenes-paris.com

Customers may also lodge a complaint with the CNIL.

13 - Liability

Nénés shall not be liable for non-performance or improper performance due to the Customer, an unforeseeable third party, or force majeure.

Nothing in these GTC excludes or limits mandatory consumer rights.

14 - Intellectual Property

All elements of the website (trademarks, domain names, texts, visuals, images, videos, software, databases, etc.) are protected and remain the exclusive property of Nénés or its partners.

Any reproduction or use without prior written consent is prohibited.

15 - Governing Law and Disputes

These GTC are governed by French law.

In case of dispute, the Customer is invited to contact customer service first.

Failing amicable resolution, disputes shall be brought before competent courts under applicable law.

16 - Customer Service

For any request, the Customer may contact Nénés:

  • via contact form;
  • by email: club@nenes-paris.com
  • by post: 31 rue Beaurepaire, 75010 Paris, France
  • by phone: +33 1 83 95 92 58

17 - “Last Chance”, Second-Hand and Repairs

Last Chance products
May be subject to specific exchange or credit conditions, without prejudice to applicable withdrawal rights.

Second-hand
Nénés may offer a take-back service in exchange for store credit, under conditions specified on the website.

Repairs
Nénés offers free repair within two years of receipt, provided proper use and care. Paid repairs are available thereafter.

Requests must be submitted with photos and order number. Following assessment, Nénés will confirm whether the repair is accepted. If so, the Customer must return the product using a provided label.

Nénés will return the repaired product at its expense but does not guarantee repair or delivery timelines.