General Terms and Conditions of Sale

General provisions These terms and conditions of sale apply to all contracts concluded between, on the one hand, MAOLIS srl whose operational headquarters are located in Brussels, Belgium, registered with the Crossroads Bank for Enterprises under number 0802.971.245 hereinafter referred to as "the seller" and, on the other hand, any person wishing to make a purchase via the seller’s website, hereinafter referred to as "the buyer". MAOLIS srl Headquarters: Chaussée de Vleurgat 136 - 1050 Brussels (Belgium) Share capital: €5000 Phone: +32493989990 Contact email address: contact@maolis.com

1. Purpose

These terms and conditions of sale aim to establish the contractual relationship between the seller and the buyer, as well as the terms that apply to any purchase made through the seller’s website.

By accepting the order confirmation via our website, the buyer explicitly acknowledges having read, understood, and accepted these general conditions. It is understood that any order of a product via our website implies consultation and explicit acceptance of the general terms and conditions of sale. The customer has the option to save or print these general conditions.

All provisions not expressly derogated remain in force. Only derogations subject to a written agreement from us can modify the application of these general conditions. However, the seller reserves the right to modify its general conditions at any time. The conditions in effect at the time of order confirmation are those that apply to the said order.

2. Products

Unless otherwise stated in writing, the products offered on our website are those listed at the time of the order, subject to available stock.

3. Orders

Any order placed only binds Maolis after written confirmation by email from us. Samples and other free offers announced before the order are subject to stock availability. In case of stock shortage for the offered products, Maolis cannot be held responsible. Any modification made by the customer to their order form or to our offer will only be valid if accepted and confirmed in writing by our company.

In the event of a unilateral cancellation of an order by the customer acting for professional purposes, Maolis reserves the right to demand compensation equal to 50% of the total order amount.

4. Order Confirmation

After order validation and payment receipt, the consumer will receive an order confirmation email along with a summary including all validated products. Our service will then begin creating the hairpiece within 48 hours, whether it is custom-made or in stock. For example, to validate the order, the buyer must:

  1. Fill out the identification form or provide the client number if applicable.
  2. Complete the online order form by indicating all references of the chosen products or services.
  3. Validate the order after reviewing it.
  4. Acknowledge having read and accepted these general conditions.
  5. Make the payment according to the specified terms.
  6. Confirm the order and its payment.

The sale is considered concluded at the time of order confirmation by the buyer. No shipment of goods will be made without prior order confirmation and full payment receipt.

Products and services are offered while stocks last. If an item is unavailable, Maolis will inform the buyer by email as soon as possible. The buyer will have the option to wait (in case of temporary unavailability) or cancel the order of unavailable items free of charge.

In case of conflict between the general terms of our contracting parties and ours, it is agreed that only ours shall prevail.

5. Deadlines

The agreed deadlines for our custom services range from 8 to 16 weeks depending on the technical complexity of the work (length, highlighting, etc.). For "in stock" hairpieces, the shipping time indicated by our services is 2 business days, plus postal delivery time. For pre-order shipments (items not in stock but being restocked), the estimated delay is 7 to 15 days depending on ongoing production. All our hairpieces are handmade by our technicians, and we ask our customers to be understanding in case of delays. Occasionally, deadlines may shift by a few days or weeks without any obligation for compensation.

For the creation of a custom hairpiece, production begins as soon as our technicians receive the mold. Therefore, it is generally necessary to allow an additional week beyond the previously announced deadlines. In the case of specific options (such as longer hair length, density exceeding 110%, a base size larger than 20 x 25 cm, or a custom color), a delay of several days or weeks may occur.

For an order of products not including a hair prosthesis, shipment is made within 24 to 48 business hours. When an order includes a prosthesis (whether in stock or custom-made) as well as other products, the deadlines applied are those of the hair prosthesis (the longest). Only one delivery is planned per order. Note: delivery times differ from shipping times.

For payments by bank transfer, the manufacturing of the custom hair prosthesis (or the shipment of a stock hair prosthesis) will only begin once the amount has been received by our establishment.

However, the following circumstances release us from our obligations regarding deadlines:

  • Force majeure cases (including strikes, technical incidents, floods, fires, product shortages at our suppliers, national or global pandemics, computer viruses, etc.);
  • If the start order for our services is given late compared to the contract upon our order confirmation;
  • If payment conditions are not met;
  • If the customer does not provide the necessary information for processing their order;
  • If the customer places an order during the vacation period of our technicians.

5.1 Legal holiday periods

Maolis' legal holiday periods do not affect delivery or shipping times, as our online store is operational and accessible 365 days a year.

6. Deliveries and transport

Delivery of the ordered Products takes place at the address provided by the customer during their order. Maolis cannot be held responsible for non-delivery or delays caused by postal services or due to an incorrect address provided by the customer.

In the case of a sale to a professional, transport is at the buyer's risk.

Upon receipt of the goods, the buyer must check if the products ordered match their order. In case of missing, damaged, or non-compliant products, the buyer is invited to contact customer service by phone or email at contact@maolis.com.

In the event of receiving an order damaged due to transport, Maolis cannot be held responsible and is not required to issue a refund.

For customers residing abroad (outside of France and Belgium), customs fees may be charged upon delivery of the order. Maolis cannot be held responsible for these fees and is under no obligation to reimburse them. This also applies to storage or brokerage fees.

If the parcel tracking shows "Delivered" but the order has not been received, an investigation will be opened with the carrier. The buyer will be asked to complete a non-receipt declaration for certain orders, and a claim may be requested to allow insurance coverage. In this case, a new shipment will be scheduled upon receipt of the required documents. Maolis does not accept refunds for the order or additional fees related to the lost parcel.

Regarding custom orders, if the buyer wishes to return their hair strand or mold outside of the order shipment, shipping fees will be charged to the buyer.

7. Right of withdrawal

To initiate an online return procedure, please contact our customer service by email at contact@maolis.com

In accordance with the law, the consumer has the right to revoke their purchase from Maolis without penalties and without providing reasons, within 14 calendar days from the day after receiving the product. This right of withdrawal does not apply to professional buyers.

"Custom-made" products are neither exchangeable nor refundable, as are products and accessories. 

During this period, the consumer must inform Maolis of their withdrawal decision through an unambiguous statement, either by email at the following address: contact@maolis.com, either by mail to the headquarters address mentioned above. In case of withdrawal, Maolis will fully refund all payments received from the buyer, including delivery fees, without undue delay. If the buyer requests an exchange, Maolis only accepts the return of the product. However, if the buyer requests multiple exchanges, Maolis reserves the right to refuse the product return and cancel the order.

Return shipping costs are the buyer's responsibility, and returned items are under their care.

The product must be returned in its original packaging, accompanied by all accessories and the user manual, without any damage (such as changes in waviness, moisture, coloring, or any other alteration preventing the product from being restocked).

Maolis reserves the right to issue only a partial refund if the returned product is damaged, incomplete, or altered.

NOTE: The lifespans indicated on the site are estimates and depend on each user's usage and habits. Since this type of product is considered "perishable," Maolis cannot compensate the customer if the usage duration is shorter than that displayed on the site.

If the customer is not satisfied with the installation carried out by themselves or by a professional, this does not call into question the quality of the product purchased in our store, and a refund of the product will not be possible.

To start the withdrawal procedure, please contact our support by email at contact@maolis.com or via our Whatsapp support available 7 days a week at +32 493 989 990.

8. Prices

The prices shown are expressed in euros, all taxes included (TTC).

In principle, our prices are not subject to revision; however, we reserve the right to make price changes or reflect changes in the VAT rate occurring before the delivery date.

Maolis also reserves the right to modify its prices at any time. However, the prices applicable to an order are those in effect at the time the order is placed.

8.1 Professional benefits

Maolis offers various deals intended for professionals, partners, or resellers. Access to these offers is exclusively reserved for professionals who own a business. Individual customers cannot access them.

Maolis reserves the right to refuse or withdraw access to special rates and other benefits for certain professional clients, without obligation to justify.

All information provided by Maolis to professional clients with access to specific offers is strictly confidential.

9. Payment

We offer the following payment methods to our customers: credit card (VISA, MasterCard, American Express), PayPal, as well as an installment payment option in collaboration with ALMA.

Our secure credit card payment server is capable of detecting anomalies. The Maolis team may request personal information such as the buyer's identity and address by email and/or phone to lift the block. This procedure applies exclusively to card payments via the secure server. In case of no response, the order will be canceled, and the amount will be refunded to the original payment method.

  • The Seller also offers its Customers the Alma credit service for payment of their purchases and execution of payment. This is subject to the Customer's acceptance of the Terms of Use or the credit agreement proposed by Alma.
  • Any refusal of credit by Alma for an order may result in the cancellation of that order.
  • Any termination of the GTC binding the Customer and the Seller results in the termination of the TOS or the credit agreement between Alma and the Customer.
  • Payment in three/four installments is available via our partner Alma. Payment security is ensured by Alma and its providers. All payments are protected by 3D Secure.
  • Purchase amount :
    Only purchases between 300€ and 2000€ are eligible for payment with Alma
  • Fees: When paying in installments with Alma, the Customer does not pay any fees.
  • Alma is a payment service provider and issues an electronic certificate that will serve as proof of the amount and date of the transaction in accordance with the provisions of articles 1316 and following of the civil code
  • Termination : Any termination of the GTC binding the Seller and the customer results in the termination of the TOS between Alma and the customer.
  • The amount is paid by credit granted by Alma SAS registered with REGAFI under number 90876.
  • Payment : Credit payment is available for purchases through our partner Alma; payment execution is subject to signing the credit agreement offered by Alma. The Seller accepts in advance the granting of credit concluded between Alma and the customer in accordance with article L312-46 of the consumer code. If Alma agrees to grant credit to the customer, the amount will be paid by credit in accordance with article L312-45 of the consumer code. Any refusal by Alma to grant credit for an order may result in its cancellation, unless the customer agrees to pay in cash. Any termination of the GTC binding the Seller and the customer results in the termination of the credit agreement between Alma and the customer. In case of withdrawal, the fees and interest of the Customers will be refunded in accordance with regulations.
  • Security : Payment security is ensured by Alma and its providers. All payments are protected by 3D Secure. Alma is a payment service provider and issues an electronic certificate that will serve as proof of the amount and date of the transaction in accordance with the provisions of articles 1316 and following of the civil code
  • Special case : In the case of a sales contract or service contract with successive execution or delivered over a fairly long period, the Seller must specify in their GTC the start time of delivery or provision; for more details you can contact the Alma teams at support@getalma.eu.

 

 9.1 Promotional codes and discounts

Promotional codes are valid for the items specified during the promotion. Promo codes are subject to availability and do not guarantee availability.

Promotional codes cannot be exchanged for cash or other benefits such as gift vouchers, among others. A promo code cannot be combined with another promo code. It can only be applied to a new eligible order and cannot be used for an order already placed.

If you cancel your order or choose not to use it, you are not entitled to a refund of the discount value nor to the reactivation of the promo code.

Promotional codes offered in exchange for reviews in the store are usable within 60 days of their activation and cannot be combined with each other. These codes are automatically generated by software and cannot be modified. Codes are used directly by the buyer during an online order and cannot be used for an order created by customer service.

Maolis reserves the right to modify or cancel a promo code at any time, as well as to revoke a promotion and/or refuse the application of a promo code if the total value of the promo code already applied exceeds a certain monetary value or predetermined quantity. Maolis also reserves the right to refuse the application of a promo code if the total order amount results in a financial loss.

10. Warranty in case of sale - Buyer acting for non-professional purposes

Buyers acting for private purposes benefit from the legal rights under the law of September 1, 2004, relating to consumer protection when purchasing consumer goods.

According to Article 1649quater §2 of the Civil Code, it is the consumer's responsibility to inform Maolis of any defect in conformity upon receipt of the order.

It is important to note that this warranty only covers defects in conformity present at the time of delivery of the goods. Defects or damages resulting from improper use, such as water damage, oxidation, drops, shocks, negligence, and normal wear and tear, are not covered by this warranty. Furthermore, any repair carried out by technicians not authorized by Maolis will void the warranty. The invoice or delivery note serves as proof of warranty and must be kept by the consumer and presented in their original form.

11. Privacy protection, data processing

Personal data provided by customers is treated in strict confidence. Maolis commits to using it exclusively for processing and properly executing customer orders. Access to this information is limited to staff members who need it to ensure effective order management.

To update your personal information, please go to the section: Shop > Login > Your account > Settings.

12. After-sales service

Customers have the option to request the exchange of an "in stock" product within 7 days of receipt, in case of an error regarding the shade or the product itself. A prior request by email to contact@maolis.com is necessary, subject to Maolis's approval.

Return shipping costs are the customer's responsibility; the choice of carrier is at the customer's discretion and expense. No refund of return shipping costs can be requested.

Please note that only one exchange request per order is allowed. Return shipping costs are the buyer's responsibility, and the responsibility for the goods during transport lies with the buyer. The product must be returned in its original packaging, accompanied by all its accessories, the user manual, and must show no alteration (modification of the wave, dampening, coloring, or any other manipulation preventing the restocking of the item).

It is important to specify that if the customer is not satisfied with the result of the installation done by themselves or by a professional, they cannot dispute the quality of the product purchased in the Maolis store, nor request a refund of the product.

Custom-made products are not eligible for the exchange procedure.

NOTE: the lifespans mentioned on the site are indicative and vary depending on the user and their daily use. As these products are considered "perishable," Maolis cannot compensate the customer in case of a lifespan shorter than that announced on the site.

IMPORTANT: when returning a hair prosthesis for after-sales service, it is imperative that the hairpiece is perfectly clean and washed, without any residue of hair glue or other products. Without this, our after-sales service will not be able to proceed with the inspection.

13. Responsibilities

Regarding online sales, Maolis is committed above all to making its best efforts. However, its liability cannot be engaged in case of damage resulting from the use of the Internet network and online payment, such as data loss, intrusion, virus, service interruption, or other involuntary issues.

The information presented on the site is provided in good faith. Links to manufacturers' and/or partners' sites are provided for informational purposes only and do not create any contractual obligation. Maolis cannot be held responsible for information from these third-party sites.

The buyer is responsible for the choice and use of the product delivered by Maolis. They certify having reached the age of 18 at the time of the order. Maolis declines all responsibility in case of inaccurate information provided by the buyer.

NOTE: It is strongly recommended that anyone perform an allergy test before using fastening, maintenance, or care products. In case of allergic reaction or problems related to the use of these products, Maolis cannot be held responsible.

14. Intellectual Property

All elements present on the Maolis site are and remain the exclusive intellectual property of Rodolphe Le Provost, founder of Maolis sprl.

No authorization is granted to reproduce, exploit, redistribute, or use, even partially, elements of the site, whether in the form of software, visuals, or audio content. Any simple or hypertext link is strictly prohibited without prior written agreement from Maolis.

15. Evidence

The parties agree to use electronic evidence in their relations (for example: emails, computer backups, etc.). In case of a claim related to the purchase of one or more items on this site, it may be necessary to return the merchandise so that after-sales service can perform checks.

16. Disputes

These online sales conditions are governed by Belgian law.

In case of dispute, the courts of Maolis's registered office have jurisdiction, unless otherwise mandated by binding law. For information on alternative dispute resolution methods, please consult the following link: https://www.huissiersdejustice.be/themes/les-modes-alternatifs-de-reglement-des-conflits

However, Maolis reserves the right to submit any potential dispute exclusively to the courts.

17. Amendments to the Agreement

Any modification of the specific agreements or general conditions presented must be made by a written amendment and signed by all parties involved. The validation of the general conditions at the time of purchase is valid.

18. Severability Clause

The invalidity, non-applicability, or illegality of a clause provided in any of the contracts concluded between the parties (specific and general conditions or other agreements) does not affect in any way the validity or nullity of the other provisions of the contract. All clauses remain fully valid.