Terms and Conditions of Sale

These terms and conditions of sale (the “Terms”) set out the rights and obligations of the parties in connection with the online sale of products offered by WM Expert, operator of the “Maison Ratti” brand, on the website maisonratti.fr (the “Site”).

Any order placed on the Site implies full and unreserved acceptance of these Terms by the customer, to the exclusion of any other document. The customer declares having read these Terms and having accepted them by ticking the box provided for that purpose before final confirmation of the order, in accordance with Article 1127-2 of the French Civil Code.

These terms and conditions of sale apply to any order placed on the website maisonratti.fr by an individual customer (“B2C”) resident in mainland France or the European Union.

Professional orders (hotels, restaurants, businesses, events, distributors, “B2B”) are not placed directly on the Site: they are the subject of a quote request via the dedicated form (Professionals page) and are governed by commercial terms negotiated on a case-by-case basis, communicated with each quote, as well as by the specific provisions of Article 20 of these Terms. Articles 5, 6, 8 and 9 (price, manifest pricing error, right of withdrawal, promotional codes) of these Terms, which are specific to the B2C order tunnel, do not apply to B2B orders.

In the event of a contradiction between these Terms and specific terms negotiated as part of a B2B quote, the specific terms shall prevail for the relevant commercial relationship.

See the legal notice (WM Expert, operator of the Maison Ratti brand).

Maison Ratti sells premium artisanal confectionery (boiled sweets of the Olivette and Lollipop type in Pineapple, Lemon, Orange, Strawberry, Violet and Cola flavours; caramelised chouchous in Almond and Peanut), made according to family recipes handed down since 1904. Manufacturing is entrusted to partner workshops established in the European Union, each holding its own health declaration/approval, under the control and responsibility of Maison Ratti for the conformity of the products offered for sale.

Products are offered in packs of 50 g, 100 g and 150 g depending on the item. They are formulated without artificial colourings, without additives, without gelatine, without pork, without gluten and without lactose; these characteristics do not exempt the customer from particular vigilance in the event of allergy, as certain ranges contain tree nuts and/or peanuts (with a risk of cross-traces between ranges manufactured on the same production lines).

Each product has a minimum durability date (DDM) specific to its range: three years for boiled sweets, nine months for almond chouchous, six months for peanut chouchous. The DDM appears on the packaging and/or on the product page.

The essential characteristics of each product (composition, weight, allergens, DDM) are specified on the corresponding product page, in accordance with the pre-contractual information obligation set out in Articles L.111-1 et seq. of the French Consumer Code and in Regulation (EU) No 1169/2011 known as "FIC". Photographs illustrating the products are for indicative and non-contractual purposes only; slight variations in appearance (colour, shape, sheen) are inherent to the artisanal nature of manufacturing and do not constitute a lack of conformity. Some of these photographs may be generated or retouched using an artificial intelligence tool based on real photographs of Maison Ratti products, pending final photography; they retain, in the same way as all visuals on the site, this indicative and non-contractual value and shall not engage the seller's liability as to the exact appearance of the delivered product.

In the event of a food allergy or intolerance, the customer is invited to carefully consult the product page before ordering and to contact the seller at contact@maisonratti.fr in case of doubt before placing an order.

The customer selects the products of their choice, adds them to the basket, then follows the Site's order tunnel, which allows them to check the details and total price of the order, correct any errors before confirmation, then confirm acceptance of these Terms before payment, in accordance with the “double-click” principle set out in Article 1127-2 of the French Civil Code.

The order is only final once payment has been confirmed and the seller has sent the customer a summary confirmation e-mail, setting out the details of the products ordered, their price and the delivery terms. Any order constitutes unreserved acceptance of these Terms, in the version in force on the date of the order (see Article 19).

The seller reserves the right to cancel or refuse any order in the event of a stock shortage (see Article 10), a prior dispute with the customer, reasonable doubt as to their good faith, or any other legitimate reason, with the customer informed as soon as possible and full and immediate reimbursement of any sums already paid, where applicable.

Product prices are indicated in euros, inclusive of all taxes, exclusive of delivery costs, which are specified before the order is confirmed and summarised at the last step of the purchase tunnel. The seller reserves the right to change its prices at any time; products are invoiced on the basis of the rates in force at the time the order is confirmed, as displayed on the Site.

For deliveries outside the European Union, customs duties, local taxes or import charges may be payable by the customer on receipt of the parcel, in accordance with the customs and tax regulations of the destination country; these charges are not the seller's responsibility and are not included in the price displayed on the Site.

Despite the care taken in presenting products and their prices, a manifest display error (typographical error, conversion error, display bug, a price that is derisory and unrelated to the actual value of the product) may exceptionally occur on the Site.

In such a case, and in accordance with the general principles of contract law relating to defects in consent (Articles 1132 et seq. of the French Civil Code), the seller reserves the right to cancel the order concerned, including after payment has been confirmed, where the price displayed is manifestly erroneous and could not reasonably have been perceived as reflecting the actual value of the product. The customer is informed as soon as possible by e-mail and the full amount paid is refunded in full without undue delay. The seller shall not be obliged to complete the sale at the erroneous price displayed.

The seller may occasionally offer promotional codes or pricing benefits (percentage or fixed-amount discounts, free delivery, etc.), under the conditions specified when they are published (validity period, minimum purchase amount, eligible products).

Unless expressly stated otherwise, promotional codes are valid only during the period indicated when published, cannot be combined with each other or with any other current offer, may be used only once per customer and per order, and are neither convertible into cash, nor refundable, nor applicable retroactively to an order already confirmed. The seller reserves the right to refuse the application of a code used fraudulently or not in accordance with its conditions of use.

In accordance with Articles L.221-18 et seq. of the French Consumer Code, the individual customer has a period of 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to justify any reason or pay any penalty, except, where applicable, for return costs.

In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for products unsealed by the customer after delivery which cannot be returned for reasons of hygiene or health protection (opened bags, food products that have been started), pursuant to Article L.221-28 5°, nor for products made to the customer's specifications or clearly personalised (B2B/event customised packaging with bespoke printing), pursuant to Article L.221-28 2°.

To exercise the right of withdrawal on an eligible, unopened product, the customer notifies their decision by e-mail to contact@maisonratti.fr before the deadline expires, using, where applicable, the standard form appended to these Terms, then returns the product in its original condition, at their own expense unless otherwise stated by the seller. Reimbursement occurs within a maximum period of 14 days from receipt of the returned product or proof of its dispatch, whichever is earlier, and is made using the same payment method as that used for the order, unless the customer expressly agrees to another method.

Orders are shipped to the following zones: mainland France and the European Union.

Given the small-scale artisan production, the time between order confirmation and dispatch may be up to 1 month. This lead time is communicated to the customer at the time of ordering and repeated in the confirmation e-mail. The seller cannot be held responsible for delays attributable to the carrier once the parcel has been dispatched.

Risk transfers upon delivery of the product to the customer or to a third party designated by them, in accordance with Article L.216-4 of the French Consumer Code. Consequently, the loss or deterioration of the product occurring before this handover remains the seller's responsibility, without prejudice to its recourse against the carrier.

In the exceptional event, given the small-scale artisan nature of production, that an ordered product becomes unavailable after the order has been confirmed, the seller informs the customer as soon as possible by e-mail.

The customer is then offered, at their choice: a full refund of the sums paid for the unavailable product, within a maximum period of 14 days in accordance with Article L.216-6 of the French Consumer Code; or acceptance of a replacement product of equivalent quality and price offered by the seller, subject to the customer's express agreement. In the absence of a response from the customer within a reasonable time, or in the event of refusal of the replacement product, a full refund is made.

In the event of a parcel that is clearly damaged on delivery, the customer is invited to state their reservations precisely and with reasons directly to the delivery agent at the time of handover, and to confirm them in writing to the carrier within three days of receipt (not including public holidays), in accordance with Article L.133-3 of the French Commercial Code.

The customer is invited to report any damaged, missing or undelivered parcel to contact@maisonratti.fr as soon as possible, with photographs where applicable, so as to allow the seller to take the necessary steps with the carrier.

In accordance with Article L.216-4 of the French Consumer Code, the risk of loss or damage to the product during transport remains with the seller until actual delivery to the customer or to the third party they have designated. Consequently, for any parcel lost, not delivered within a reasonable time or received damaged, the seller, after verification, replaces the product or refunds it in full, at no cost to the customer, without prejudice to the seller's recourse against the carrier responsible.

Every product sold benefits, independently of any commercial warranty, from the statutory guarantee of conformity (Articles L.217-3 et seq. of the French Consumer Code) and the statutory guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code).

Given the food and perishable nature of the products, these guarantees apply before the minimum durability date (MDD) indicated on the product and subject to storage in accordance with the recommendations stated on the packaging.

Payment is made exclusively online, at the time of ordering, by bank card (Visa, Mastercard and other networks offered) or any other payment method displayed on the Site, via the secure Shopify Payments solution.

Transactions are secured by the 3D Secure strong authentication protocol, in accordance with the requirements of the European Payment Services Directive (PSD2), and the processing of bank data complies with the PCI-DSS security standards applied by Shopify Payments. The customer's bank data is transmitted in encrypted form directly to the payment provider and is neither retained nor accessible by the seller.

The customer's account is debited at the time the order is confirmed. In the event of payment authorisation being refused by the bank or payment body, the order is automatically cancelled and the customer is informed.

In accordance with Articles 1127-1 et seq. of the French Civil Code relating to contracts in electronic form, the seller's computerised records are kept under reasonable security conditions and are considered as evidence of the communications, orders and payments made between the parties, unless proven otherwise by the customer.

In accordance with the Order of 20 December 2016 on the arrangements for retaining probative documents or data, sales contracts concluded electronically for an amount equal to or greater than €120 are archived by the seller for a period of 10 years from the conclusion of the contract. The customer may request access to these archives under the conditions provided for by the applicable regulations, by writing to contact@maisonratti.fr.

Packaging customisation services (printing on the whole bag) are subject to a minimum order of 50 units and a production lead time of at least 1 month. These services are subject to a prior quote and cannot be ordered directly online; they do not benefit from the right of withdrawal, as they concern products made to the customer's specifications within the meaning of Article L.221-28 2° of the French Consumer Code (see Article 9 above).

The seller cannot be held responsible for non-performance of the contract in the event of force majeure, a stock shortage beyond its control, or fault on the part of the customer (poor storage of the product after delivery, unreported allergy despite clear information on the product page, etc.).

Within the limits permitted by law, the seller's liability shall not exceed the amount of the order concerned, except in the event of personal injury or gross/wilful misconduct.

The seller holds professional civil liability / operating civil liability insurance covering its confectionery sales activity.

Any complaint should be sent in the first instance to contact@maisonratti.fr. Failing an amicable resolution within 60 days, the consumer customer may have free recourse to the following consumer mediation service: CM2C, Centre de la Médiation de la Consommation de Conciliateurs de Justice, 49 rue de Ponthieu, 75008 Paris, www.cm2c.net.

The customer may also use the European online dispute resolution (ODR) platform: https://ec.europa.eu/consumers/odr/

These Terms and, more generally, the sales contract concluded between the seller and the customer are drafted in the French language. In the event of translation into one or more foreign languages, in particular into English for international customers, only the French version shall prevail in the event of any contradiction or difficulty of interpretation between the different versions.

These Terms are applicable for as long as the Site is online and until they are replaced by a new version. The seller reserves the right to amend these Terms at any time, in particular to adapt them to changes in the Site, its product range or applicable regulations.

Any order is governed by the version of the Terms in force on the Site on the date it is confirmed by the customer, this version being binding between the parties. The customer is invited to consult the Terms before each order.

These Terms, in the provisions specific to the online order tunnel (in particular Articles 5, 6, 8 and 9), apply exclusively to sales concluded with individual customers (B2C) on the Site. They do not govern commercial relationships with professional customers.

Professional orders (hospitality, catering, businesses, events, resellers/distributors) are handled exclusively via the dedicated quote request form (Professionals page) and are subject to specific terms communicated to each professional customer with their quote, specifying in particular the applicable products, quantities, rates, and production and delivery times.

Unless otherwise agreed with the professional customer, the following standard payment terms apply to B2B orders: a deposit paid on order, the balance by bank transfer, in compliance with the payment periods governed by Article L.441-10 of the French Commercial Code for French business-to-business relationships, which sets, in particular, the maximum payment period at 60 days from the invoice date, or 45 days end of month by agreement between the parties. The late payment penalties and the flat-rate compensation for recovery costs applicable in the event of late payment are those provided for by law and, where applicable, specified in the specific terms of the quote.

The right of withdrawal does not apply to B2B orders, as these concern products personalised to the customer's specifications (Article L.221-28 2° of the French Consumer Code) and/or are concluded between professionals outside the scope of consumer law.

These Terms are governed by French law. In the event of a dispute, and after an attempt at amicable resolution and, where applicable, referral to the mediator, the competent French courts alone shall have jurisdiction, or, at the consumer's choice, the courts of the defendant's place of residence or the place of delivery of the product, in accordance with the applicable rules of jurisdiction.

In accordance with Appendix I of the French Consumer Code. To be completed and returned only if you wish to withdraw from the contract, by e-mail to contact@maisonratti.fr.

To the attention of WM Expert, operator of the Maison Ratti brand, 77 Allée du Promontoire, 62152 Neufchatel-Hardelot, France, contact@maisonratti.fr: I/we hereby notify you of my/our withdrawal from the contract for the sale of the goods below.

• Ordered on / received on:
• Order number:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date: