Delivery and lead times

This shipping policy sets out the areas served, the lead times, the charges and the delivery terms for orders placed on www.attolle.com. It supplements the general terms of sale.

1. Seller and customer service

BME CONSULTING — Attolle
113 rue Marietton, 69009 Lyon, France
Phone: +33 (0)4 28 29 08 16
Email: contact@attolle.com

2. Delivery areas

We deliver to mainland France, Corsica, Belgium, Luxembourg, Switzerland, and the other European countries offered at checkout.

Deliveries to islands, hard-to-reach areas and French overseas departments and territories are not offered automatically: they are quoted in advance, and the customer must expressly accept the quote.

3. Where the goods come from

Our products are currently shipped from our warehouses in China. That is what explains the lead times given in article 6: we prefer to state them plainly rather than advertise a short lead time we could not keep.

Customs duty and import VAT are paid by us for deliveries within the European Union. The price shown is the final price: nothing will be asked of you on delivery. After-sales support, for its part, is handled in France.

4. Transport of units with lithium batteries

Some of our units contain lithium batteries whose capacity falls under dangerous goods transport regulations — to date, the power stations. This has three practical consequences for your order: the packaging and labelling are prescribed and must not be altered, air transport is restricted, and carriage is entrusted to approved carriers.

These constraints also apply to a return: a unit concerned cannot be dropped off at a parcel shop. We tell you how to proceed case by case.

5. Delivery charges

Delivery charges depend in particular on:

the destination country;
the size and weight of the product;
the number of parcels shipped;
any access constraints notified;
the carrier available for the product concerned.

The applicable charges are shown in the cart before the order is finally confirmed and paid for. No charge is added after the order.

6. Preparation and delivery times

Orders are prepared and handed to the carrier within 24 hours, Monday to Friday, excluding public holidays. The clock starts once the order is confirmed, the payment validated and, where necessary, the information essential to delivery received. An order placed at a weekend or on a public holiday starts to be processed on the next working day.

The transit time applied to each product is shown on its own page, and that is the figure that governs. For delivery in mainland France, allow, to date:

around fifteen days for a Volta power station;
around ten days for a Zéphyr air conditioner.

Lead times to other destinations are shown at checkout. The applicable lead time or delivery date is given to the customer before the order is confirmed. Where no lead time is stated, the order is delivered no later than thirty days after the contract is concluded.

7. Pre-orders and unavailable products

Where a product is offered on pre-order, that fact and the estimated availability period are stated on the product page or before payment. In the event of a significant delay, the customer is informed as soon as possible and may accept the new date or exercise the rights provided by the French Consumer Code on late delivery.

Where a product becomes unavailable after the order, we inform the customer and may offer a new date, an equivalent product with their agreement, or cancellation and refund. No replacement product is shipped without the customer's agreement.

8. Split shipments

An order containing several products may be shipped in several parcels. A customer may therefore receive the items of a single order on different dates. Where shipments are split on our initiative, no additional charge is invoiced.

The statutory withdrawal period for a set of products delivered separately runs from receipt of the last item.

9. Tracking the delivery

Once the order is handed to the carrier, a tracking number or link is sent to the customer where tracking is offered. The customer must check that the email address and phone number given at the order are correct.

10. Delivery of bulky products

Because of their weight or bulk, some units may be delivered by a specialist carrier — to date, air conditioners and higher-capacity power stations. Unless a specific service is expressly stated at the order, delivery is made to the front of the home or to the property boundary, on stable, clear ground accessible to the carrier's vehicle.

Delivery does not include installing the product, assembling it, connecting it, or moving it inside the home.

The customer must report any particular access difficulty before ordering: narrow street, road closed to heavy goods vehicles, unmade track, steep slope, height or weight restriction, narrow gateway, mountain area, no parking possible.

11. Absence or inaccessible address

Where delivery cannot be made because the recipient is absent or because of an access difficulty, a further attempt is arranged at no additional charge. The customer should contact the carrier or our customer service promptly to agree new arrangements.

12. Receiving the order

The customer is invited to check the order in the carrier's presence: the apparent condition of the packaging, the number of parcels, the product reference, and any impact, tear or crushing marks.

Where damage is visible, we recommend writing precise reservations on the delivery document, describing the damage clearly, photographing the packaging, the transport label and the product, keeping the packaging, and contacting us promptly.

A general note such as “subject to unpacking” is not precise enough to identify damage. The absence of reservations does not, however, deprive a consumer of the statutory warranty of conformity or of their other legal rights.

13. Late delivery

Where the agreed lead time is exceeded, the consumer may ask us to deliver within a reasonable further period. If delivery does not take place within that further period, they may terminate the contract on the terms set out in the French Consumer Code. Sums paid are then refunded within the statutory period.

14. Lost parcel

Where tracking stops updating or the carrier cannot locate the order, we carry out the necessary enquiries. The customer does not bear the loss of the product until they have taken physical possession of it. Once the loss is confirmed, we offer a new shipment or a refund.

15. Transfer of risk

The risk of loss or damage passes to the customer when they, or a third party designated by them other than the carrier, takes physical possession of the product. Handing the order to the carrier we have chosen therefore does not transfer the risk to the consumer.

16. Delivery outside the European Union

For deliveries outside the European Union, customs formalities, duties, taxes or import charges may apply. Where they are not expressly included in the final price shown before payment, those amounts remain payable by the recipient.