Terms and conditions of sale

1. Object

These general terms and conditions of sale govern the relationships between NATURAMedicatrix and any non-trading individual on the occasion of the sale of products presented on the websites "www.naturamedicatrix.fr". As a result, any order implies adherence to these General Terms and Conditions of Sale, which you can print and keep. Minors do not have the legal capacity to enter into contracts on our website. The buyer will be referred to in this document as "you".

2. Price

All payments must be made in Euros. The selling prices of the products marketed on the "www.naturamedicatrix.fr" websites are all-inclusive of taxes (TTC), excluding the contribution to processing and shipping costs. They take into account the applicable VAT according to the country; any change in the VAT rate will be immediately reflected in our prices.

For all products shipped to the French overseas departments and territories DOM-TOM, the price will be automatically calculated excluding taxes on the invoice. VAT is not applicable to NATURAMedicatrix. It will be your responsibility as a customer and is entirely under your responsibility, both in terms of declarations and payments to the relevant authorities and/or organizations in your country.

Any customs duties, other local taxes, or import duties or state taxes are the responsibility of the customer or recipient, who is solely responsible for the legal declarations made to local authorities and competent organizations.  We advise you to inquire about these aspects with local authorities.

MEANS OF ORDERING Equipped with your catalog and mailing, you have the possibility to place an order directly on the website but also through other means such as telephone or mail by printing your order form available on the site.

• ON THE INTERNET : www.naturamedicatrix.fr (Payment by debit card, credit card, or by cheque) : Go to the « Products » section. Specify the quantity, then add it to your cart. If you are looking for a specific reference or product, you can use the search engine on our site. Payment is entirely secure (PayZen service). You will systematically receive an email confirming your order with confirmation of all the details of your order.
• BY PHONE (Payment by credit card, cheque, or bank transfer) : For Belgium : +32 42 90 00 79, For France : +33 (0)9 77 42 37 04, For the rest of the world : +352 27 86 11 39.
  An advisor NATURAMedicatrix Records your order and answers all your questions.
  The discounts applied on the website are not valid for phone orders. Only professional prescriptions and "Best before end of stock" (DLU End of stock) are applicable.
• BY MAIL (by check, credit card, bank transfer) Operating headquarters : 8, Hannert dem Duarref, L-9772 Troine (Wincrange) Luxembourg
• WARNING ! Regardless of your ordering method, please always mention your customer number (if you have one) as well as your first and last name.
• AT THE NEAREST STORE TO YOU : You will find the entire collection there NATURAMedicatrix And the personalized advice that suits you

3. Orders

Here are the essential steps to place your order on the website NATURAMedicatrix : 

• STEP 1 : ORDER FORM
  • Add the product or products of your choice to the cart,
  • Enter your discount voucher or therapist code if you have one,
  • Check the contents of your cart, the corresponding price, and if necessary, make any necessary modifications, 
  • Continue shopping or proceed to checkout.
• STEP 2 : IDENTIFICATION
  • Log in (email and password) if you are already a customer NATURAMedicatrix, Otherwise, sign up to place an order,
  • Validate your personal information. 
• STEP 3 : DELIVERY ADDRESS
  • Confirm your usual delivery address or provide and validate an alternative delivery address.
• STEP 4 : CHOICE OF CARRIER (Belgium or France) 
  • Choose your mode of transportation (La Poste Belgium, La Poste France, or TNT)
• STEP 5 : PAYMENT
  • Choose your payment method,
  • Confirm your payment method.   
• STEP 5 : CREDIT CARD FINALIZATION (Secure PayZen space)
  • Choose your type of credit card, 
  • Enter your credit card number,
  • Enter the 3-digit security code located on the back of your credit card,
  • Enter its expiration date,
  • Validate your information or click on "Cancel" to return to the previous page.

Modification and grouping of orders

We recommend grouping your purchases into a single order. We cannot combine two separate orders And you will then have to pay the shipping costs for each of them.

Once the payment is made and your order is confirmed, we cannot modify it.

4. Payment methods

Here are all our secure payment solutions and methods :

• By credit card (VISA, MASTER CARD, MAESTRO).
• By Paypal
• By Bank transfer
• By cheque

4.1. Payment by bank card

Secure payments on our website :

PayZen : http://www.payzen.eu

PayZen is one of the leading European providers of payment services with over 20,000 clients spread across more than 35 countries. The company delivers various solutions for electronic payments in several domains, including e-commerce, ticketing, call centers, and hospitality. They provide solutions for both business-to-consumer and business-to-business transactions, including purchasing cards. PayZen's service offering is one of the most comprehensive today, thanks to extensive transactional features and a robust back office.

PayZen is connected to over 100 banks through certified interfaces, allowing it to process more than 40 international and local payment methods such as Visa, MasterCard, American Express, and Diners Club, as well as local payment methods including iDeal and Machtigingen in the Netherlands, Solo and Maestro UK in the United Kingdom, Bancontact/Mister Cash in Belgium, ELV and giropay in Germany, Carte Bleue in France, etc.

Several major organizations have chosen to trust PayZen to process their payments, including Base, Tui, ThomasCook, Kinepolis, Bart Smit, DHL International, Brussels Airlines, Viking Direct/Office Depot, Thalys International, Hilton, Center Parcs et Conrad.

PayZen has offices in Belgium, the Netherlands, France, Germany, Switzerland, Austria, and the United Kingdom.

Use of Visa/Mastercard

You can make your purchases securely with the card of your choice, thanks to the secure systems of PayZen. (Visa, Mastercard, Maestro, etc).

At the payment validation step, the website will automatically redirect you to the chosen secure space to finalize your transaction safely. (Note: "https://ww..." It confirms that you are indeed on a secure space)

You will receive confirmation in your email inbox from our website and your payment system for each transaction made on this site

Use of Maestro (Belgium)

Belgian Bancontact Maestro cards are accepted on our shop.

To pay with your Bancontact card, you must have the "PC Banking" identification device from your bank.

Choose "Maestro" payment and fill out the form, leaving the "Card Security Code" field empty.

Then, click on validate; you will be redirected to your bank's website, which will ask you to identify yourself with your "PC Banking" device. 

Once the information is validated, your payment will be accepted, and your order will be confirmed immediately.

4.2. Payment with Paypal

The customer has the option to pay for their order using the The customer has the option to pay for their order using the Paypal payment method, in accordance with the terms of use of this service that the customer can consult here.

Before confirming the payment method and proceeding with the order, we invite the customer to carefully check all the information entered by them in the designated areas.

An irregular declaration or anomaly may also be subject to specific processing. NATURAMedicatrix has implemented an order verification procedure to ensure that no one uses someone else's bank details without their knowledge. As part of this verification, the customer may be asked to send by email to NATURAMedicatrix a copy of an ID document as well as proof of residence. The order will only be validated after receiving and verifying by our services of the documents sent.

4.3. Payment by bank transfer

Transfer from France

Warning : Orders paid by a deferred payment method (check or bank transfer) will only be shipped when it is received and validated. An additional processing time will therefore need to be added to the usual delivery time.

Caisse Régionale de Crédit Agricole Mutuel Nord de France

Bank : 16706
counter : 05007
Account number : 53961712986
KEY RIB : 20
IBAN : FR76 1670 6050 0753 9617 1298 620
BIC : AGRIFRPP867

Transfer issued from Europe or the world

Bank ING
BIC : CELLLULL
IBAN : LU09 0141 6495 2300 0000

4.4. Payment by cheque

Please make your cheque payable to NATURAMedicatrix by sending it to the following address :

NATURAMedicatrix
8, Hannert dem Duarref,
L-9772 Troine (Wincrange)
Grand Duchy of Luxembourg.

Don't forget to indicate your order reference XXXXXXXXX

Warning : By choosing to pay by cheque, the order will only be processed after the cashing of your cheque (in one installment), and we will then proceed to the shipment of your order.

5. Delivery, shipping costs, and returns

5.1. Delivery

Metropolitan France Order

Three carriers are offered for choice, Mondial Relay (delivery to relay points only), SoColissimo → 48h to 72h, or DPD France → 24h to 48h.

Colissimo (48h to 72h)

Home delivery only with signature

Have it delivered to the address of your choice ! Your package is handed over to you in person.

If you are absent, it will be placed at your available at the post office to which you are affiliated. Thus, you have access to 10 business days from the delivery notice, at the post office to the post office to pick it up. After this period, it will be returned to the sender, and the re-shipment will be at the customer's expense.

Shipping costs are offered to you from of a total amount of 50€.

DPD France (48h to 72h)

We work with the DPD group to carry out the delivery of your orders. The DPD group has been certified CO2 neutral. The delivery, therefore, has no impact on the planet.

Shipping costs are offered to you from of a total amount of 50€.

Mondial Relay (3 à 5 business days)

Mondial Relay is currently available for Metropolitan France (only) and Belgium.

Departures are made every day for any order placed before 11:45 AM, the next day for any order placed the previous day after 11:45 AM.

There are no departures on Mondays, Saturdays, Sundays, and public holidays.

Once the package is taken over by Mondial Relay, a tracking number is provided to you so that you can track it to the selected relay point.

The package remains available for 8 calendar days, After this period, your package will be returned to us, and the re-shipping costs will be borne by the customer.

Shipping costs are offered to you from of a total amount of 35€.

Belgium Order

Packages are usually shipped at the latest 24 hours after your payment and take 48 to 72 hours to arrive at the destination.

2 Shipping methods are offered to you : 

• Standard delivery is the Colissimo (with signature)
• Delivery to relay points with Mondial Relay

Other countries

We deliver to different countries, with Colissimo International, see the list below ;

South Africa, Albania, Algeria, Germany, Andorra, Netherlands Antilles, Australia, Austria, Bahrain, Belgium, Brazil, Bulgaria, Burkina Faso, Cameroon, Canada, China, Cyprus, Congo, Republic of, South Korea, Croatia, Denmark, Dominica, United Arab Emirates, Spain, Estonia, Finland, France, Greece, Guadeloupe, French Guiana, Hungary, Mauritius, Canary Islands, India, Ireland, Israel, Italy, Japan, Kuwait, Lebanon, Lithuania, Luxembourg, Malaysia, Malta, Morocco, Martinique, Monaco, Norway, New Caledonia, New Zealand, Netherlands, Poland, French Polynesia, Portugal, Czech Republic, Reunion, Romania, United Kingdom, Russia, Saint Martin, Saint Pierre and Miquelon, Senegal, Seychelles, Singapore, Sweden, Switzerland, Taiwan, Thailand, Togo, USA, Wallis and Futuna.

If a country is not mentioned in the list above, it means it is not part of the destinations served by NATURAMedicatrix. If you would like more information, please contact our customer service.

5.2. Delivery times for products

Fast dispatch of your orders

Any order placed before 11:45 AM is shipped, as far as possible, the same day or at the latest the next day. Orders placed after 11:45 AM are shipped the next day.

There is no shipping of orders during weekends (Saturday, Sunday) and public holidays. Orders placed on Friday after 11:45 AM are therefore shipped on Monday morning.

Orders delivered outside the European Union

Orders shipped to countries outside the European Union are expressed excluding taxes. Taxes are to be paid by the customer upon receipt of the package, according to the laws in force in the destination country. It is the customer's responsibility to inquire with local authorities about customs duties, local taxes, and other import duties that may be claimed, as these duties do not fall under NATURAMedicatrix.

The products marketed by NATURAMedicatrix are in accordance with French regulations. It is therefore the customer's responsibility to inquire with the local authority in their country about any import and use limitations of the ordered products.

NATURAMedicatrix are considered non-compliant in a given country, even though this product complies with French regulations.

5.3. Shipping Costs

Metropolitan France, Monaco

Carrier	Delivery cost	Free delivery from…	Delivery time*	Delivery location
Mondial Relay	3,60 €	35 € purchase amount	2 to 5 days	At a relay point
So Colissimo	7,00 €	50 € purchase amount	48h to 72h	at home
DPD	7,00 €	50 € purchase amount	48h to 72h	at home

Belgium

Carrier	Delivery cost	Free delivery from…	Delivery time*	Delivery location
Mondial Relay	3,60 €	35 € purchase amount	2 to 5 days	At a relay point
Bpost	6,00 €	50 € purchase amount	48h to 72h	at home

Colissimo Overseas

Zone	Destination	Order less than 50€ Delivery cost	Order between 50€ and 250€ Delivery cost	Order between 250€ and 1500€ Delivery cost	Estimated delivery**
OM 1	Guadeloupe, French Guiana, Martinique, Réunion, Saint Martin, Saint Pierre and Miquelon	20,00 €	18,00 €	14,00 €	J+5 / J+7
OM 2	New Caledonia, French Polynesia, Wallis and Futuna	40,00 €	36,00 €	32,00 €	J+7 / J+10

Other destinations (Colissimo International)

Zone	Destination	Order less than 50€ Delivery cost	Order more than 50€ Delivery cost	Estimated delivery**
0	Luxembourg	12,00 €	0 €	J+3 / J+5
1	Germany, Netherlands, Switzerland	12,00 €	14,00 €	J+3 / J+5
2	Austria, Spain, Canary Islands, Ireland, Italy, Malta, United Kingdom	14,30 €	17,00 €	J+3 / J+7
3	Denmark, Finland, Portugal, Sweden	14,80 €	23,00 €	J+4 / J+8
4	Algeria, Bulgaria, Croatia, Estonia, Hungary, Lithuania, Morocco, Poland, Czech Republic, Romania	18,00 €	26,00 €	J+5 / J+8
5	Albania, Andorra, Australia, Canada, China, Cyprus, South Korea, United Arab Emirates, Greece, India, Israel, Japan, Norway, New Zealand, Singapore, Taiwan, Thailand, USA	30,00 €	40,00 €	J+6 / J+8
6	South Africa, Netherlands Antilles, Bahrain, Brazil, Burkina Faso, Cameroon, Congo Rep., Dominica, Mauritius, Kuwait, Lebanon, Malaysia, Senegal, Seychelles, Togo	36,00 €	55,00 €	J+8 / J+10

Shipping costs are inclusive of taxes (excluding Overseas deliveries).

* The average observed delivery time after order processing for Metropolitan France and Belgium. Excluding sale periods. Source : La Poste.
** Estimated delivery time after order processing. Source : La Poste.

5.4. Returns

Returns of goods

The return of products is at the customer's expense.

To return the products, the return address is :

Logvad for NATURAMedicatrix
1, rue de la Couture
59115 Leers
France

Please include the delivery note with your return, or write the order number on a separate piece of paper.

The returned goods must be in the received and packaged condition. The merchandise should be returned unused.

The returns under the reason « unclaimed »

The returns under the reason « unclaimed » correspond to packages that have not been claimed by customers at the Post Office or the chosen retailer within fifteen (15) days from the notice of passage. After receiving and accepting the returned package by NATURAMedicatrix, a credit note for the total amount of the order, shipping costs are always deducted, will be credited to the customer's account within forty-eight (48) hours following the receipt of the package by NATURAMedicatrix. The customer can then place a new order.

The returns under the reason « NPAI » incomplete address

The returns under the reason « NPAI » correspond to parcels returned by the delivery service with the mention : « Does Not Live at the Specified Address ». After receiving and accepting the returned parcel services NATURAMedicatrix, will issue a credit note for the total amount of the order, shipping costs are always deducted, will be credited to the customer's account within forty-eight (48) hours of receiving the package NATURAMedicatrix. The customer can then place a new order, ensuring the accuracy of the provided delivery address. Products are delivered to the address specified by the customer during the order placement. The customer must ensure its accuracy. Any package returned to us due to an incorrect or incomplete address will be reshipped at the customer's expense NATURAMedicatrix Due to an incorrect or incomplete delivery address, the order will be resent at the customer's expense, and we cannot be held responsible NATURAMedicatrix We cannot be held responsible for the impossibility in which we may find ourselves to deliver the order.

5.5. Incidents during delivery

At the time of delivery, We strongly recommend that you carefully check your package and verify its contents in the presence of the delivery person, your signature on the delivery slip serves as a discharge!!

Any claim regarding the number, content, and condition of the packages must be clearly and precisely notified to the carrier and written on the delivery note, which you will have to sign. You must also inform us within 24 hours of receiving the package by sending an email to Service customers, logistique@naturamedicatrix.zendesk.com, by providing your contact details, invoice number, product references from the invoice, and specifying the reasons for your complaint.

5.6. packaging

The packages are oversized and protected with styrofoam and bubble wrap. Special care is taken with packages containing fragile products; however, if it appears damaged or if liquid is leaking from the packaging upon delivery, it is advisable to refuse the package and immediately contact us to initiate a new shipment.

6. Right of withdrawal

The legal warranty under European law of September 1, 2004, still applies; it states that if the consumer encounters a defect or manufacturing flaw, they can return the goods within the legal timeframe.

You have the right to notify NATURAMedicatrix that you waive the purchase without penalties and without specifying any reason, within the 14 calendar days from the day following the day of the delivery of the product or the conclusion of the service contract. The return of the goods must be in the received and packaged condition. The merchandise must be returned unused and in perfect condition. This return is entirely at your expense

We undertake to refund the returned goods in accordance within a maximum of 14 calendar days from the date of receipt of the goods. No withdrawal is possible after this period

To return one or more products, click here.

7. User agreement

This site is subject to a user agreement between NATURAMedicatrix and the website visitor. The user declares to accept the following clauses when accessing the site and using it, its documents, and any other information it contains. If the user does not approve of this agreement, they are required to leave this website immediately.

This contract is subject to Luxembourg law. The language of this contract is French (only the French translation is legally binding on you). In the event of a dispute, the courts of Luxembourg shall have exclusive jurisdiction.

7.1. Use of the website and information

The entire website of NATURAMedicatrix (All content (text, data, images, photos, graphics, diagrams, videos, animations, press releases, annual reports, technical specifications, product descriptions, etc.) is subject to copyright and trademark protection. You may download or print pages and/or parts of the website, provided you do not remove any copyright or other proprietary notices. Downloading or any other form of copying software or information from the NATURAMedicatrix website does not grant you any rights to them. You may not reproduce, transmit in any way whatsoever, modify or use the NATURAMedicatrix for public or commercial purposes. Any use of all or part of the information in contradiction with these clauses and with the law is expressly prohibited and may give rise to civil or criminal penalties.

7.2. Vie privée

Purposes of processing personal data : NATURAMedicatrix is committed to respecting your privacy when you visit our website, and we know how important this is to you. We therefore make every effort to respect your privacy when using this site.  NATURAMedicatrix only collects the personal data (such as first name, last name, address and e-mail) that you personally provide to us. This information is used to provide you with the service or information you have requested. Where appropriate, we will send you commercial messages relating to promotions and new products. You will always have the opportunity to let us know that you do not wish to receive such commercial messages.

In accordance with the law of December 8, 1992 (and 1998 revision :204) concerning the protection of privacy with regard to the processing of personal data and which implements the European Data Protection Directive 95/46/EC, you have the right to access your data, the right to modify them and you also have, in accordance with this European Data Protection Directive, the right to be forgotten, i.e. to have your data deleted. All this is available in your private area via "My Account > My protected data".

If a customer's contact details have been sent to us by another means, they will not be available online. To access them, simply send us a request by post, fax or e-mail, giving your full name and address. NATURAMedicatrix reserves the right to use your personal data or to make them public, if required by law, if necessary to safeguard the integrity of the website, to comply with your request, or to collaborate in legal proceedings or matters of public interest.

For further information, please contact us by telephone on 02/808 13 51 (Belgium), 03.66.88.07.84 (France) or 00 352 20 88 11 97 for the rest of the world.

7.3. Disputes

All disputes are subject to the exclusive jurisdiction of the courts in the area of our registered office (Diekirch District Court). Information on alternative dispute resolution methods can be obtained via the following link http://ec.europa.eu/odr/ but we reserve the right to submit any dispute exclusively to the courts.

7.4. Service quality improvement program

In order to improve the quality of our services and products, a satisfaction questionnaire is automatically sent to you following your order. If you do not wish to reply, you can simply ignore this message.

Before answering this questionnaire, you agree that it may be displayed on the product sheet to which the questionnaire relates, along with your first name and the first letter of your last name on the naturamedicatrix.be/.fr website only.

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The team NATURAMedicatrix