Conditions d’utilisation

1. Store use and eligibility

You may use the store only for lawful purposes and must provide accurate information. You must have legal capacity to enter the contract or act with appropriate authorisation. You must not interfere with security, introduce malicious code, scrape the store in a harmful manner, impersonate another person or use content in violation of intellectual-property rights.

2. Product information

We take reasonable care with descriptions, specifications and images, but presentation can vary by screen and suppliers may update packaging or minor design details. Dimensions and compatibility references should be checked before ordering. Where a material error is discovered before acceptance or dispatch, we may contact you to correct it or cancel and refund the affected item.

Hearth, heating, gas, flue, chimney and electrical components can require specialist assessment. Product availability does not mean a component is suitable for every appliance or installation. The customer is responsible for following manufacturer instructions and applicable safety rules and for using qualified professionals where required.

3. Prices, taxes and payment

The price displayed at checkout is the price payable for the products, subject to correction of obvious errors before contract acceptance. Prices intended for consumers in France should include applicable VAT where required. All orders include free standard delivery. Any legally applicable customs, import or cross-border information will be disclosed where relevant before purchase.

Payment is processed through the methods shown at checkout. You represent that you are authorised to use the selected method. We may use payment and fraud checks and may request reasonable verification. We will never ask you to send a full payment-card number by ordinary email.

4. Order process and contract formation

The checkout page allows you to review and correct the order before submission. An automatic acknowledgement confirms that we received the order; it does not necessarily mean the order has been accepted. Acceptance occurs when we send a dispatch confirmation or otherwise expressly accept the order. We may reject or cancel an order for lack of stock, payment failure, suspected fraud, shipping restrictions, manifest pricing error or legal reasons. If payment was taken, the affected amount will be refunded.

5. Availability and quantity limits

Products are offered subject to availability. We may limit reasonable quantities, particularly where purchases appear intended for unauthorised resale or could deplete essential replacement stock. If only part of an order is available, we may offer partial fulfilment or cancellation of the unavailable part.

6. Delivery

Free standard delivery and an estimated delivery time of 15–20 calendar days after dispatch apply unless another estimate is presented before purchase. Dates are estimates unless expressly agreed as essential or fixed. The Shipping and Delivery Policy explains processing, tracking, split shipments, delay, loss, risk transfer and address responsibilities.

7. Withdrawal, returns and refunds

Eligible consumers generally have a 14-day statutory right of withdrawal. Legal exceptions may apply to customised goods and other categories defined by law. The Return and Refund Policy explains notification, return costs, refund timing and the model withdrawal form. Statutory conformity and hidden-defect remedies remain available independently.

8. Legal guarantees

Goods supplied to consumers must comply with the contract and applicable law. The French legal guarantee of conformity and guarantee against hidden defects apply under their statutory conditions. Any manufacturer or commercial warranty is additional and cannot replace these rights. Contact us before arranging third-party repair if you seek a remedy, except where an urgent safety response or mandatory law requires otherwise.

9. Safety, installation and customer responsibilities

Verify appliance make, model, dimensions, voltage, temperature rating, fuel type and connection requirements before installation.

Do not use cracked, chipped, warped, contaminated or visibly damaged safety-critical components.

Use qualified professionals for regulated gas, electrical, boiler, chimney, flue and combustion work.

Comply with appliance manuals, building rules, ventilation requirements and maintenance schedules.

Keep products, adhesives, cleaners and small parts away from children and use protective equipment as directed.

10. Intellectual property

The website design, original text, graphics, logos and compilations are owned by or licensed to total-hearth.shop and protected by applicable law. You may view and print reasonable portions for personal shopping use. Commercial copying, republication, modification or automated extraction without permission is prohibited. Third-party marks remain owned by their respective proprietors.

11. Reviews and user content

If you submit a review, photograph or other content, it must be truthful, lawful and not infringe third-party rights. You grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce and display it for store and product-related purposes, subject to privacy law. We may moderate content for relevance, illegality, personal data, abuse or security, but will not suppress a genuine negative review merely because it is critical.

12. Third-party services

Checkout, payment, hosting, delivery and other functions may be supplied by third parties. Their separate terms can apply to their own services. We remain responsible for obligations that cannot lawfully be delegated or excluded.

13. Liability

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, wilful misconduct, breach of mandatory consumer rights, defective products where liability cannot be excluded, or any other liability that law prohibits us from limiting. Subject to those safeguards, neither party is responsible for losses that were not reasonably foreseeable when the contract was formed. Consumers retain all mandatory remedies.

14. Events beyond reasonable control

A party is not liable for delay caused by an event genuinely beyond reasonable control to the extent recognised by applicable law, but this does not remove rights relating to non-delivery, cancellation, refund or risk transfer. We will take reasonable steps to minimise disruption and communicate material delays.

15. Complaints and mediation

Send complaints to info@total-hearth.shop with the order number and requested resolution. We will attempt an amicable response. French consumer law may entitle a consumer, after first submitting a written complaint to the trader, to use an approved consumer mediator free of charge. The trader’s appointed mediator and required contact details must be disclosed in the final Legal Notice and consumer terms; those details cannot be truthfully supplied from the website name and email alone.

16. Governing law and courts

These Terms are governed by French law, without depriving a consumer residing elsewhere in the European Union of mandatory protections of the country of habitual residence. Disputes may be brought before courts competent under applicable consumer and procedural law. No term requires a consumer to waive a mandatory forum.

17. Severability, waiver and changes

If a provision is invalid or unenforceable, the remaining provisions continue to apply to the extent lawful. Failure to enforce a provision immediately is not a waiver. Changes apply prospectively from the stated effective date and do not alter existing orders unless required by law or agreed with the customer.

18. Contact

Questions about these Terms may be sent to info@total-hearth.shop.