terms of sales


Renault Retail Group has authored the offers proposed on https://theoriginals-store.renault.com/, and is responsible for the processing of personal data and for the content on the https://theoriginals-store.renault.com/ website.

These general terms and conditions of sale exclusively govern the contractual relationship between Renault Retail Group and the User who wishes to place an order on the https://theoriginals-store.renault.com/ website. They apply to any order for products placed on the https://theoriginals-store.renault.com/ website, to the exclusion of any other terms and conditions.

The User acknowledges having read these general terms and conditions when placing the order and expressly declares he/she unconditionally accepts said general terms and conditions.

Renault Retail Group reserves the right to modify or adapt these general terms and conditions of sale. In the event of a change, the general terms and conditions of sale in force on the day of the order will be those that apply.

1. order process

When the User has chosen his/her product, he/she clicks on the "Add to shopping cart" button.
By clicking on this button, the User starts the online order process. The User then confirms the order in his/her shopping cart by clicking on “Please place my order”. Subsequently, the User may, if he/she wishes, identify himself/herself:

  • If he/she already has an account, by using his/her email address and password which will be strictly confidential. If the password is lost or forgotten, the User may request it by clicking on “Forgot your password?”. He/she will then receive a new password at the email address that he/she communicated at the time of registration, which will allow him/her to reset his/her password;
  • If he/she does not have an account, he/she must create one by entering the following information: email address, password, title, last name, first name, full address, date of birth, landline or mobile phone number.

The User may also, if he/she wishes, start the order process without creating an account. Once the shopping cart has been confirmed, the User must select the delivery address and accept the general terms and conditions. At this stage, the user will be able to cancel or modify the information in his/her order. Finally, the User must confirm the payment method. This last stage formalises the sales contract between Renault Retail Group and the User. During this last stage, the User will be redirected directly to the secure site of Renault Retail Group's banking partner and will be able to make his/her bank payment.

As soon as the reservation has been finalised, the website displays an order confirmation page, and the User will receive an email confirming his/her purchase within a maximum period of 24 hours.

Failing receipt of the confirmation email, it is up to the User to contact Renault Retail Group by email (theoriginals-store@renault.com) to ensure that his/her order has been recorded.

2. products

The products presented on https://theoriginals-store.renault.com/ can be sold alone or grouped within a single order.

3. availability of products

The product offers and related prices are valid as long as they are visible on the website. All transactions are made within the limits of available stocks. Product availability is checked upon receipt of each order at the warehouse. The photographs of the products have no contractual value. If the products ordered are unavailable, i.e. if Renault Retail Group is unable to deliver the order to the User by the deadlines set out in Article 4.2 below, Renault Retail Group will inform the User thereof by email or telephone and will also inform the User of the probable deadline for the fulfilment of his/her order. It will then be incumbent on the User to inform Renault Retail Group within 48 hours whether he/she wishes to maintain his/her order.

If the User cancels his/her order, Renault Retail Group will send him/her the related refund within a maximum period of fourteen (14) days from receipt of payment of the sums paid.

4. financial terms and conditions

4.1. Price

The prices set out on https://theoriginals-store.renault.com/ are expressed in euros, inclusive of tax, and are indicated without the shipping costs which are to be paid by the User.
Depending on the location in which the User connects to the Internet, the prices may not indicate taxes. When the price indicated includes all taxes, value added tax (VAT) is payable at the applicable rate indicated at the time the order is placed.

The User is informed that the sales prices do not include any customs fees.

The legislation applicable to the User in light of the country in which the User connects to the Internet may provide for direct or indirect taxes that Renault Retail Group does not collect. Any tax not indicated during the order process is to be paid by the User, in accordance with the legislation applicable in the country where the User placed his/her order.

Since the prices are always displayed in euros, a User who has connected to the Internet in a country whose currency does not correspond to the currency used on https://theoriginals-store.renault.com/ must seek information on the fees and exchange rates applicable at the time he/she places his/her order.

The amount to be paid by the User includes the product’s sales price, the delivery costs and, where applicable, the taxes referred to above. This amount appears on the order summary page.

These prices remain applicable only on the https://theoriginals-store.renault.com/ website and may under no circumstances be the subject of a direct in-store request.

Renault Retail Group reserves the right to change its prices at any time, but the products will be invoiced on the basis of the prices in force when the user definitively confirms the order.

4.2. shipping costs

Delivery costs are indicated before the order is confirmed and are invoiced in addition to the product(s) ordered. The amount of the shipping costs is a flat fee, based on the country to which the order is shipped, without taking the weight of the package into account.

4.3. payment terms

The products and costs of shipping and packaging are payable on the day of shipping. Credit card payment is the only payment method accepted for products sold on the https://theoriginals-store.renault.com/ website.

5. delivery

The User may choose to either pick up the product in-store or delivery by a carrier.

5.1. in-store pick-up

No delivery cost will be charged to the User for in-store pick-ups. Renault Retail Group undertakes to make the product(s) ordered available to the User at the L’Atelier Renault store within a maximum period of three working days. If this period is exceeded beyond seven days, the User may request the cancellation of the sale, unless this delay in delivery is due to a case of force majeure, by sending a registered letter with acknowledgement of receipt to L’Atelier Renault, 53 avenue des Champs Elysées - 75008 Paris. He/she will then be reimbursed under the same conditions as those provided for in the fifth paragraph of Article 3.

When the User picks up his/her order, he/she must present an identity document and his/her order confirmation.

5.2. delivery to a home address

At the time of delivery, the recipient must be able to present an identity document and his/her order confirmation.

5.2.1. delivery location

Deliveries are made in France, within the European Union and abroad.

5.2.2. delivery time

Orders are shipped within an average period of 7 working days of the order confirmation.

The average delivery time depends on both the delivery address and the authorised carrier (Colissimo or DHL).

If Renault Retail Group is unable to comply with the order processing deadline, the process indicated in paragraphs 4 and 5 of Article 3 regarding the availability of products will apply.

5.2.3. delivery delay

A delay in delivery may not under any circumstances result in the payment of damages to the User. In particular, Renault Retail Group may not be held liable for the consequences of delays beyond its control, notably cases of force majeure or acts of the carrier that delay or prevent the delivery of the products ordered.

5.2.4. missing item/damage

When the package or packages are handed over in person, the User undertakes to sign the carrier’s delivery receipt after checking the contents of the package(s).

In the event of a missing item or damage, the User must indicate reservations on the signature sheet, also signed by the carrier, and must keep a copy of the document. In the event of damage, he/she must also refuse the package(s) by adding “refused because of damage” to the delivery receipt.

If the User does not issue precise reservations when he/she signs the delivery receipt, it is incumbent on the User to prove that the damage occurred during transport and that the damage is attributable to the transport.

The User must confirm his/her claim and provide his/her reasons for the claim to the carrier by registered letter sent to the “Users Service” (the contact information of which appears on the bill of lading) within three days of delivery of the product and send a copy of his/her letter to Renault Retail Group.

5.2.5. non-compliance

If the order does not comply in terms of its quality or quantity, the User must inform Renault Retail Group thereof by sending an email to support.theoriginals-store@renault.com.

5.2.6. refusal of delivery

Renault Retail Group reserves the right to refuse a delivery or refuse to honour an order for a User who has not paid a previous order in whole or in part or in the event of an order in dispute.

6. transfer of risks

All products shipped in France, Europe or abroad transit at the User's expense, risk and peril.

For in-store pick-ups, the transfer of risks regarding products ordered takes place as soon as they are picked up by the User.

In all cases, it is up to the User to file any potential claim concerning the products (in particular in the event of damage, an apparent defect or a missing item) and to indicate all necessary observations and reservations at the time of acceptance or, where applicable, to refuse acceptance.

7. retention of title

All products sent remain the property of Renault Retail Group until full payment of the order has been received.

8. warranties

8.1. legal warranties

In the event of a delivery of a defective or non-compliant product, Renault Retail Group undertakes to either refund the price of the product or to exchange the product for a product of equivalent quality and price, depending on available stocks, at the User’s discretion. For any such request, the User must contact Renault Retail Group by sending an email to: theoriginals-store@renault.com. The User benefits from legal warranties in accordance with the following provisions:

  • Article 1641 of the French Civil Code: the seller is bound by the guarantee for hidden defects in the item sold which render it unfit for the purpose for which it is intended, or which reduce such use so much that the User would not have acquired it or would have paid a lower price if he/she had known about said hidden defects.
  • Article 1648 paragraph 1 of the French Civil Code: the action resulting from these critical defects must be brought within a period of two years from the discovery of the defect.
  • Article L217-4 of the French Consumer Code: The item complies with the contract if it meets, in particular, the following criteria:
    • It corresponds to the description, type, quantity and quality, in particular with regard to functionality, compatibility, interoperability, or any other characteristics provided for in the contract;
    • It is fit for any special use sought by the consumer, brought to the attention of the seller at the latest at the time of conclusion of the contract and which the latter has accepted;
    • It is delivered with all accessories and installation instructions, to be provided in accordance with the contract;
    • It is updated in accordance with the contract.
  • Article L217-5 of the French Consumer Code.
    • I.-In addition to the criteria for compliance with the contract, the item is compliant if it meets the following criteria:
      1. It is fit for the use normally expected of an item of the same type, taking into account, where appropriate, any provision of EU and national law and all technical standards or, in the absence of such technical standards, the specific codes of conduct applicable to the sector concerned;
      2. Where applicable, it has the qualities that the seller presented to the consumer in the form of a sample or model, before the conclusion of the contract;
      3. Where applicable, the digital elements it contains are provided in the most recent version available at the time of the conclusion of the contract, unless the parties agree otherwise;
      4. Where applicable, it is delivered with all accessories, including packaging, and installation instructions that the consumer can legitimately expect;
      5. Where applicable, it is provided with the updates that the consumer can legitimately expect, in accordance with the provisions of Article L. 217-19;
      6. It corresponds to the quantity, quality and other characteristics, including in terms of durability, functionality, compatibility and security, which the consumer can legitimately expect for items of the same type, having regard to the nature of the item and the public statements made by the seller, by any person upstream in the chain of transactions, or by a person acting on their behalf, including advertising or labelling.
    • II.-However, the seller is not bound by any public declarations indicated in the preceding paragraph if it demonstrates:
      1. That it was not aware of them and was legitimately unable to be aware of them;
      2. That at the time of conclusion of the contract, the public statements had been corrected under conditions comparable to the initial statements; or
      3. That the public statements could not have had any influence on the purchase decision.
    • III.-The consumer may not challenge conformity by claiming a defect regarding one or more specific characteristics of the item when he/she has been specifically informed that they depart from the conformity criteria set out in this article and to which he/she expressly and separately agreed at the time the contract was signed.
  • Article L217-7 of the French Consumer Code: Conformity defects that appear within twenty-four months of delivery of the item, including an item containing digital elements, are, unless proven otherwise, presumed to exist at the time of delivery, unless such presumption is inconsistent with the nature of the item or the defect claimed. For second-hand items, this period is twelve months.

8.2. contractual warranty

The products may include a right to a contractual warranty, indicated by the manufacturer on the product leaflet. This contractual warranty does not constitute an obstacle to the legal warranties provided by Articles 1641 et seq. of the French Civil Code and Articles L.217-1 et seq. of the French Consumer Code. The following are excluded from this contractual warranty:

  • Replacement of consumables,
  • Abnormal or non-compliant use of the products,
  • Breakdowns related to accessories (power cables, etc.),
  • The consequences of a use of the product that does not comply with the purpose for which it is intended,
  • The consequences of any external cause,
  • Work and repairs carried out on the product by a third party or not covered by the warranty.

It is imperative to keep the purchase invoice in order to benefit from the product warranty. For any request relating to the contractual warranty, the User must contact Renault Retail Group by sending an email to: theoriginals-store@renault.com

9. responsibilities

products offered shall comply with the French legislation in force.

The User is solely responsible for the choice of products. Renault Retail Group may not be held liable in the event of a total or partial inability to use the product(s), particularly due to the incompatibility of the product.

Renault Retail Group may not be held liable for any breach of the contract due to force majeure, strikes or a disruption in postal services.

10. right of withdrawal

Pursuant to Articles L.221-18 et seq. of the French Consumer Code, the User has fourteen (14) clear days from the date of delivery of his/her order to exercise his/her right of withdrawal without having to justify such a decision or pay any penalties.

Products must be returned no later than fourteen (14) days after the User receives the delivery, the postmark serving as proof of the date of shipment. The products must be returned in their original packaging, unused, in perfect condition, along with any instructions and/or accessories, as well as the invoice concerned. Items that are returned used, dirty or damaged will not be accepted.

After receipt and acceptance of the return by Renault Retail Group, the User will be offered, at his/her choice, either the re-shipment of a new product or a refund for the product. In the latter case, the refund will be issued no later than fourteen (14) days from the date on which that right was exercised.

10.1. orders in France and European Union

To return a product, a User who has placed an order in France or within the European Union may request a prepaid return slip. The return costs are therefore paid by Renault Retail Group.

The User will also be able to send a letter to Renault Retail Group to the following address: STACI 3, Commettant The Originals Renault Store 3921, 39 avenue des Béthunes, ZAC des Béthunes, 95310 SAINT OUEN L'AUMONE, FRANCE, via the form below, in order to notify it of the return of his/her order pursuant to his/her right of withdrawal, and indicate whether he/she opts for a refund or the re-shipment of a new product. A withdrawal form template with all the information necessary to exercise this right is available below:

"Dear Sir/Madam, on (date), I placed an order for (insert name of product) whose number is (order number) on the https://theoriginals-store.renault.com website and I received delivery on (date). In accordance with Article L. 22118 of the French Consumer Code, I hereby inform you that I wish to exercise my right of withdrawal concerning this order and I will return it to you within the next fourteen days from the date of delivery. Please [option 1: refund the sum of (…) euros that I paid you by (bank card, etc.) or option 2: send me a new product]. Yours sincerely, (Last name first name)"

10.2. orders outside the European Union

When a User who wishes to return a product is located outside the European Union, he/she must pay the costs for returning the package.

11. security

With regard to the online sales process, Renault Retail Group is only bound by a best-efforts obligation. It may not be held liable for damage resulting from the use of the Internet, such as loss of data, intrusion, viruses, interruption of service or other problems beyond its control.

Bank details are encrypted using the SSL (Secure Socket Layer) protocol and never transit uncoded over the network.

Renault Retail Group never has access to confidential information relating to the User's payment method, which cannot be accessed by a third party. All payments are made directly to our banking partner.

12. personal data

The Customer's personal data is collected and processed by Renault SAS and the members of its approved network (all referred to as "Renault"), as joint data controllers, for the purposes of this contractual relationship and to communicate offers and news to him/her.

In accordance with the applicable regulations, the customer may request to obtain and verify his/her personal data collected by Renault, correct any inaccurate information, erase his/her personal data, and export a copy of his/her data to use elsewhere. He/she may also object at any time to the use of some of his/her data, in particular for commercial prospecting or profiling purposes, and request to put a hold on the use of his/her data. The Customer can ultimately specify how his/her data should be handled in case of death. The customer can exercise all of his/her rights directly to Renault SAS by sending his/her request via the form https://www.renault.fr/vos-droits.html or by post to the following address: Renault SAS Legal Department - Data Protection Officer, 122-122 bis Avenue du Général Leclerc, 92100 Boulogne-Billancourt. Failing a reply or dissatisfaction with the reply from Renault, the customer may submit a claim to the French national data protection authority (CNIL).

The customer has the right to register for free on the Bloctel opt-out list so as not to be the subject of commercial solicitations by telephone.

To find out more, Renault's personal data protection policy is available on the website.

13. intellectual property

All elements (particularly texts, logos, images and drawings) on the https://theoriginals-store.renault.com/ website are the exclusive property of Renault Retail Group or of the owners of the rights having authorised Renault Retail Group to use them and are reserved as intellectual property for the entire world.

Any total or partial reproduction of the https://theoriginals-store.renault.com/ website is strictly prohibited.

14. archiving - evidence

In accordance with the provisions of Article 1348 of the French Civil Code, purchase order summaries are archived on a reliable and durable medium for a period of ten years.

Renault Retail Group’s electronic records will be considered by the parties as evidence of the reality and date of the communications, orders, payments and transactions between the parties.

15. governing law – disputes

The language of the contract is French.

These general terms and conditions of sale are subject to French law.

Any dispute relating to the formation, validity, performance, interpretation or cancellation of these Terms and Conditions fall under the exclusive jurisdiction of the Commercial Court of Nanterre when the User is a professional.

When the User is a private individual, the Court having jurisdiction will be chosen in accordance with the law.

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