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 registered operating office is 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 Registered office: Chaussée de Vleurgat 136 - 1050 Brussels (Belgium) Share capital: €5000 Telephone: +32493989990. Contact email address: contact@maolis.com

1. Purpose

These terms and conditions of sale are intended to establish the contractual relationship between the seller and the buyer, as well as the terms applicable to any purchase made through the seller's website.

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

All provisions not expressly derogated from remain in force. Only derogations covered by a written agreement from us may modify the application of these general terms and conditions. However, the seller reserves the right to amend its general terms and conditions at any time. The terms in force at the time the order is confirmed are those applicable to that order.

2. Products

Unless otherwise stipulated in writing, the products offered on our website are those listed there at the time of ordering, subject to availability.

3. Orders

Any order placed shall only bind Maolis after written confirmation by email from us. Samples and other free offers announced before the order are subject to stock availability. In the event of the offered products being out of stock, Maolis cannot be held liable. Any modification made by the customer to their purchase order or to our offer shall be valid only if accepted and confirmed in writing by our company.

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

4. Order confirmation

After the order has been validated and payment received, the consumer will receive an order confirmation by email, along with a summary including all validated products. Our service will then begin creating the hairpiece within 48 hours, if it is bespoke or in stock. For example, for the order to be valid, the buyer must:

  1. Complete the identification form or provide the customer number, if they have one.
  2. Complete the online order form by indicating all references for the selected products or services.
  3. Validate the order after checking it.
  4. Acknowledge having read and accepted these general terms and conditions.
  5. Make the payment according to the prescribed terms.
  6. Confirm the order and its payment.

The sale is deemed concluded when the buyer confirms the order. No goods will be shipped without prior order confirmation and receipt of full payment.

Products and services are offered subject to availability. If an item is unavailable, Maolis will inform the buyer by email as soon as possible. The buyer may choose to wait (in the event of temporary unavailability) or cancel the order for the unavailable items free of charge.

In the event of any discrepancy between the general terms and conditions of our contracting parties and ours, it is agreed that only ours shall prevail.

5. Lead Times

The agreed lead times for our bespoke 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 the postal service delivery time. For shipments of pre-orders (items not in stock but currently being restocked), the estimated lead time is 7 to 15 days, depending on the productions in progress. All our hairpieces are made by hand by our technicians, and we ask our customers to be understanding in the event of a delay. Lead times may occasionally be delayed by a few days/weeks, without creating any obligation to provide compensation.

For the creation of a bespoke hairpiece, production begins as soon as our technicians receive the mold. You should therefore generally allow for one additional week compared with the previously announced lead times. In the case of specific options (such as longer hair, a density exceeding 110%, a base larger than 20 x 25 cm, or a custom color), a delay of several days/weeks may occur.

For an order of products that does not include a hair prosthesis, shipping takes place 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 applicable are those for the hair prosthesis (the longest). Only one delivery is planned per order. Please note: delivery times differ from shipping times.

For payments by bank transfer, the manufacture of the custom-made hair prosthesis (or shipment of an in-stock hair prosthesis) will not begin until the amount has been received by our establishment.

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

  • Force majeure events (in particular strikes, technical incidents, floods, fires, product shortages at our suppliers, national or global pandemics, computer viruses, etc.);
  • If the order to begin our services is given late compared with the contract or our order confirmation;
  • If the payment terms are not complied with;
  • If the customer does not provide the information necessary to process their order;
  • If the customer places an order during our technicians' holiday period.

5.1 Statutory holiday periods

Maolis's statutory 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

The ordered Products are delivered to the address provided by the customer when placing the order. Maolis cannot be held responsible in the event of non-delivery or delay attributable to postal services or resulting from an incorrect address provided by the customer.

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

Upon receipt of the goods, the buyer must check whether the products ordered correspond to their order. In the event of a missing, damaged, or non-conforming product, the buyer is invited to contact customer service by telephone or email at contact@maolis.com.

If an order is received damaged due to transport, Maolis cannot be held responsible and is not required to issue a refund.

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

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

For custom-made orders, if the buyer wishes to return their hair strand or impression outside the order shipment, shipping costs 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 withdraw from their purchase from Maolis, without incurring any penalties or having to provide a reason, 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, nor are the products and accessories. 

During this period, the consumer must inform Maolis of their decision to withdraw by means of an unambiguous statement, either by email at the following address: contact@maolis.com, either by mail to the registered office address mentioned above. In the event of withdrawal, Maolis will refund all payments received from the buyer, including delivery costs, without undue delay. If the buyer wishes to exchange the product, Maolis only accepts the return of the product. However, if the buyer requests several 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 remain the buyer's responsibility.

The product must be returned in its original packaging, together with all accessories and the user manual, without having suffered any damage (such as changes to the wave pattern, dampening, 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.

PLEASE NOTE: the lifespans indicated on the website are estimates and depend on each user's use and habits. Since this type of product is considered "perishable", Maolis cannot compensate the customer if it is used for a shorter period than stated on the website.

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 from our store, and the product cannot be refunded.

To initiate the withdrawal procedure, please contact our support team 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, including all taxes (VAT included).

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

Maolis also reserves the right to change its prices at any time. However, the prices applicable to an order are those in effect when 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. Private customers cannot access them.

Maolis reserves the right to refuse or withdraw access to special rates and other benefits for certain professional customers, without being required to provide justification.

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

9. Payment

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

Our secure bank 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 telephone in order to remove the block. This procedure applies exclusively to card payments made through the secure server. If no response is received, the order will be cancelled and the amount will be refunded to the original payment method.

  • The Seller also offers its Customers Alma's credit service for settling their purchases and processing payment. This is subject to the Customer's acceptance of the General Terms of Use or the credit agreement offered by Alma.
  • Any refusal by Alma to grant credit for an order may result in its cancellation.
  • Any termination of the General Terms and Conditions binding the Customer and the Seller entails termination of the Terms of Use or the credit agreement between Alma and the Customer.
  • Payment in three or four installments is available through our partner Alma. Payment security is provided by Alma and its service 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 pays no fees.
  • Alma manages remote payments and issues an electronic certificate that serves as proof of the amount and date of the transaction in accordance with Articles 1316 et seq. of the French Civil Code
  • Termination : Any termination of the General Terms and Conditions binding the Seller and the customer entails termination of the Terms of Use between Alma and the customer.
  • The amount is paid through credit granted by Alma SAS, registered with REGAFI under number 90876.
  • Payment : Credit payment is available for settling purchases through our partner Alma. Payment execution is subject to signing the credit agreement offered by Alma. The Seller agrees in advance to the granting of credit concluded between Alma and the customer in accordance with Article L312-46 of the French Consumer Code. If Alma agrees to grant credit to the customer, the amount will be paid on credit in accordance with Article L312-45 of the French Consumer Code. Any refusal by Alma to grant credit for an order may result in its cancellation, unless the customer agrees to pay in full. Any termination of the General Terms and Conditions binding the Seller and the customer entails termination of the credit agreement between Alma and the customer. In the event of withdrawal, the customer's fees and interest will be reimbursed in accordance with applicable regulations.
  • Security : Payment security is provided by Alma and its service providers. All payments are protected by 3D Secure. Alma manages remote payments and issues an electronic certificate that serves as proof of the amount and date of the transaction in accordance with Articles 1316 et seq. of the French Civil Code
  • Special case : In the event of a sales or service contract performed over time or delivered within relatively long deadlines, the Seller must specify in its General Terms and Conditions the start date of delivery or provision. For more information, 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 constitute a guarantee of 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 that has already been placed.

If you cancel your order or choose not to use it, you are not entitled to a refund of the discount value or to reactivate the promo code.

Promotional codes offered in exchange for reviews in the store can be used within 60 days of activation and cannot be combined with one another. These codes are generated automatically by software and cannot be modified. The codes are used directly by the buyer when placing 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 to apply a promo code if the total value of the promo code already applied exceeds a certain monetary value or a predetermined quantity. Maolis also reserves the right to refuse to apply a promo code if the total order amount results in a financial loss.

10. Warranty in the event of a sale - Buyer acting for non-professional purposes

Buyers acting for private purposes benefit from their statutory rights under the law of September 1, 2004, concerning consumer protection when purchasing consumer goods.

Under Article 1649quater §2 of the Civil Code, consumers are responsible for informing Maolis of any lack of conformity upon receipt of the order.

It is important to note that this warranty only covers conformity defects present at the time the goods were delivered. Defects or damage resulting from improper use, such as water damage, oxidation, falls, impacts, negligence, and normal wear and tear, are not covered by this warranty. In addition, any repairs 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 retained by the consumer and presented in its original form.

11. Privacy protection, data processing

Personal data provided by customers is treated in the strictest confidence. Maolis undertakes to use it exclusively for processing and properly fulfilling customers' orders. Access to this information is limited to staff members who need it to ensure efficient order management.

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

12. After-sales service

Customers may request an exchange of an "in stock" product within 7 days of receipt in the event of an error concerning the shade or the product itself. A prior request by email to contact@maolis.com is required, subject to Maolis's approval.

Return shipping costs are borne by the customer; the choice of carrier is at the customer's discretion and expense. No reimbursement of return shipping costs may be requested.

Please note that only one exchange request per order is permitted. Return shipping costs are borne by the buyer, and the buyer is responsible for the goods during transport. The product must be returned in its original packaging, together with all its accessories and the user manual, and must show no alterations (changes to the wave pattern, wetting, coloring, or any other handling that prevents the goods from being restocked).

It is important to specify that if the customer is not satisfied with the result of an installation carried out by themselves or by a professional, they cannot dispute the quality of the product purchased from Maolis's store or request a refund for the product.

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

PLEASE NOTE: the lifespans mentioned on the website are for information purposes only and vary depending on the user and their daily use. As these products are considered "perishable", Maolis cannot compensate the customer if the lifespan is shorter than that stated on the website.

IMPORTANT: when returning a hair prosthesis for after-sales service, it is imperative that the hairpiece be perfectly clean, with no residue of hair adhesive or other products. Otherwise, our after-sales service will be unable to carry out an inspection.

13. Liability

With regard to online sales, Maolis undertakes above all to use its best efforts. However, it cannot be held liable for damage resulting from the use of the Internet or online payment, such as data loss, intrusion, a virus, service interruption, or other unintended problems.

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

The buyer is responsible for the choice and use of the product delivered by Maolis. The buyer certifies that they were 18 years old at the time of the order. Maolis accepts no liability in the event of inaccurate information provided by the buyer.

PLEASE NOTE: Everyone is strongly advised to perform an allergy test before using fixing, maintenance or care products. In the event of an allergic reaction or problems related to the use of these products, Maolis cannot be held liable.

14. Intellectual property

All elements on Maolis's website are and shall 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, any elements of the website, whether in the form of software, visuals or audio content. Any simple link or hyperlink is strictly prohibited without Maolis's prior written consent.

15. Evidence

The parties agree to use electronic means of evidence in their dealings (for example: emails, computer backups, etc.). In the event of a complaint relating to the purchase of one or more items on this website, it may be necessary to return the goods so that the after-sales service can carry out checks.

16. Disputes

These online sales terms and conditions are governed by Belgian law.

In the event of a dispute, the courts of Maolis's registered office shall have jurisdiction, unless otherwise required by mandatory 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 amendment to the specific agreements or the general terms and conditions presented must be made in a written addendum and signed by all parties concerned. Acceptance of the general terms and conditions at the time of purchase is valid.

18. Severability clause

The invalidity, non-applicability or illegality of a clause included in any of the contracts concluded between the parties (specific and general terms and conditions or other agreements) shall in no way affect the validity or nullity of the other provisions of the contract. All clauses shall remain fully valid.