Shipping policy

  1. Delivery 
  • Delivery terms

The products are sent to the delivery address given during the purchase order process.

The customer can consult and track the purchase order via his/her CARELAB SAS customer account. 

The customer is informed by email about the purchase order shipment. This email has the website address for following the delivery status of the package, also the tracking number, if needed. 

In case of addressee’s absence at the moment of the delivery, the carrier will leave a delivery notification and the customer, or the addressee has a period of fifteen (15) days to collect the package according to the information given in the delivery notification. After this deadline, the order will be returned automatically to CARELAB SAS, who will contact the customer for defining the conditions for any future shipment. The processing fees of the new delivery will be billed to the customer. 

  • Delivery times

CARELAB SAS commits to make its best efforts so that the products are delivered quick. However, the delivery times presented in this general Terms and Conditions of Sale are not guaranteed and they are subject to change in case of occurrence of unexpected events. In case of delays detected by the customer from the expected delivery date, the customer can contact CARELAB SAS via the email

Hypothetically, if the delivery time exceeds thirty (30) calendar days, the customer may proceed to cancel the order via the email In this case, CARELAB SAS confirms the cancelation and reimburses to the customer the price paid for his/her order in the following fourteen (14) days. 

Any delay in the products’ delivery shall not entitle the customer to damages. 

  • Delivery costs

For deliveries in metropolitan France, the shipping costs are charged to the customer for all the purchase orders according to the detailed pricing in this clause. The shipping costs are shown at the end of the purchase order before the customer validation option. 

Charge only for the individual customers: 

Delivery in metropolitan France Delivery in Overseas Departments and Territories and Europe 
Standard delivery



At home

Under signature

Delivery 2 to 3 working days on average 


3,50€ ex-tax       4,20€ including all taxes

Delivery 3 to 5 working days on average


6,50 ex-tax      7,8€ including all taxes

Express delivery



At home

Under signature

Next-day delivery before 13h if the purchase order was validated before 12h


14,50€ ex-tax    17,40€ including all taxes

Delivery 2 to 4 working days


14,50€ ex-tax    17,40€ including all taxes

Express delivery


Chronopost Relais

Access point 

Under signature

Next-day delivery before 13h if the purchase order was validated before 12h


5,50€ ex-tax     6,6€ including all taxes

Delivery 2 to 4 working days 


12,50€ ex-tax    15,00€ including all taxes

The deliveries in Switzerland are priced 12,50€ ex-tax without deadline. 

* The rate for business customers will depend on the weight of the whole order and the destination. 

  • Risks transfer

The delivery is understood as transference to the customer of the physical possession or product control. 

For the individual customer, the product risk of loss or damage is transferred to him/her, or a third designated by him/ her, at the moment in which he/she takes physical possession of the product, regardless of the shipment modalities, and the fixed price (net price, without taxes).

CARELAB SAS is only responsible of the product until the moment it is delivered to the individual customer, or the third designated by him/her. 

For the business customer, the product property transfer is performed with the product delivery to the carrier. 

  • Delivery reservations – Claims

It is up to the customer to verify the correspondence of the goods delivered at the time of the delivery and before signing the delivery order of the carrier. It is settled and handed over to the customer a delivery order or a shipment document. They are signed by the customer and it specifically mentions any reservation raised by him/her, in particular it includes conditioning, the weights, the packing list, the quality and the quantity of the products. 

The reservations or the claims related to apparent defects or non-compliance of the product delivered and the product ordered or the delivery order, supported by the necessary documents, must be formulated to us by email, within maximum three (3) calendar days after the date of receipt of the goods, in accordance with article L133-3 of the French Commercial Code. 

When the products are not delivered by a carrier but by the mail, the customer must communicate his/her reservations or claims, supported by the necessary documents, by email, within maximum three (3) calendar days after the date of receipt of the goods. 

  1. Withdrawal, return and reimbursement
  • Right of withdrawal

In accordance with the article L121-20 of the French Consumer Code and the law n° 2014-344 related to the consumption, the individual customer has a period of fourteen (14) calendar days to exercise his/her right of withdrawal without having to give any reasons or incurring penalties. The period of fourteen (14) days shall run from the date of receipt of the products ordered. The customer has on principle the right of sending back or of restoring the product(s) to CARELAB SAS or to a person designated by the latter, without undue delay, and not later than the fourteen (14) days after the communication about his/her decision to withdraw. 

  • Exercising the right of withdrawal and return process.

For exercising his/her right of withdrawal and return the product(s) concerned, the customer must use the withdrawal form available on the website. CARELAB SAS will send the customer an acknowledgement of receipt of the return.  

Withdrawal form to fulfill here.

The mere return of the product(s) without registration or the refusal to accept the delivery are not enough to express the customer will of withdrawal, and that would not give rise to the purchase order reimbursement. 

Likewise, the packages that are handed back to the delivery company with no identification (order number, last name, name, address) will not be taken back.

The product(s) must be returned in its original condition and packaging, complete and accompanied by a copy of the purchase bill. The products must not have suffered alterations, of any kind. 

  • Reimbursement

The product(s) return will give rise to a reimbursement equal to the sale price, including the sum paid by the customer in order to pay the delivery amount off.  

The customer reimbursement will then take place within fourteen (14) days from the exercising of his/her right of withdrawal, once the latter has provided the evidence of the dispatch, or from the products recovery by CARELAB SAS. 

The return costs will be paid by CARELAB SAS. 

  1. Warranty

CARELAB SAS commits to meet its obligations related to warranties attached to the products sold on the website. Indeed, the customer shall contact CARELAB SAS if he/she considers that the good delivered is not in accordance with its intended purpose or even because it has hidden defects. Understanding that the legal compliance warranty expires after two (2) years from the products delivery and that the legal warranty of hidden defects must be activated by the customer during two (2) years from the discovery of the hidden defects, the customer has the responsibility to prove the existence of those hidden defects. 

According to the article L 217-4 of the French Consumer Code: “The seller shall deliver goods that comply with the contract and is liable for any compliance defects in existence at the time of delivery.”

According to the article L 217-5 of the French Consumer Code: “In order to comply with the contract, the goods must:

  1. Be fit for the purpose usually expected of such goods and, where applicable: correspond to the description provided by the seller and possess the qualities that he has presented to the buyer in the form of a sample or model; possess the qualities that a buyer may legitimately expect vis-à-vis the public declarations made by the seller, producer or its representative, notably in advertising or on the labelling. 
  2. or present the characteristics jointly defined by the parties or be fit for any special purposes sought by the buyer, brought to the attention of the seller and accepted by him.”

CARELAB SAS is required to legally guarantee against hidden effects, under the article 1641 and the following of the French Civil Code which states: “The seller is obliged to guarantee against hidden defects in the item sold which might render it unfit for the use for which it is intended, or that might decrease this usefulness of the product to such an extent that the buyer would not have acquired it, or would have paid a lower price, had he known of the defect.”

The products sold on the website are in accordance with the current legislations and regulations in France.