General terms and conditions of sale

General terms and conditions of sale


1. Customer service

Please contact our Customer Service department for any enquiries, questions or for advice: 

By post
Les Relais de Florame
261 Rue des Bauxites
13210 Saint-Rémy de Provence

To open the contact form :

Click here

By phone:
At 04 90 92 54 50

By fax:
At 04 90 92 48 80

Monday to Friday, from 9 am to 12 noon and 2 pm to 5.30 pm 

2. Offers and prices

All of the product offers proposed on are limited to metropolitan France, Corsica and Monaco and to foreign countries where we have no distributor (save agreement). The promotional offers are only valid subject to both the period of validity of the offer concerned and available stocks. The prices shown on this website are given in Euros including tax but excluding shipping costs, and they may vary during the year, on the understanding that the products ordered are invoiced at the prices applying when the order is made. For deliveries outside of France, the shipping costs vary depending on the weight and the destination. For a delivery in metropolitan France, Corsica and Monaco, shipping is free for any purchase of products more than or equal to 58 Euros including tax.
Retention of title: the products remain the property of Les Relais de Florame until the latter receives payment in full of the price.

3. Availability of products

All of the product offers proposed on are only valid within the limit of available stocks. If items are unavailable, a credit note for the amount of the unavailable product including tax will be credited to you. If you wish, you may ask for this amount to be refunded to you by cheque (Metropolitan France and Corsica only) by phoning us at 04 90 92 54 50, Monday to Friday, from 9 am to 12 noon and 2 pm to 5.30 pm, or by sending us an e-mail at [email protected].

4. Ordering steps

• Select the item(s) of your choice and add them to your Shopping Cart (you can check the content of your cart at any time, the relevant price and make any necessary changes).
• Identify yourself (e-mail and password). If you are a new customer, you should create an account and identify yourself by entering a valid e-mail address and a password (personal and confidential), which you will later use to identify yourself on the website. You choose and confirm your method of delivery as well as the payment terms from among those proposed.
• It is mandatory to provide the personal information required to process and deliver orders. When you confirm your order by clicking the “End” button, you declare that you accept this as well as all these general terms and conditions of sale. Our Customer Service department then processes your order. 
• Once your order has been registered, a detailed order acknowledgement will be sent to you by e-mail. This order acknowledgement summarizes the key facts of your order, such as the exact amount invoiced, as well as the delivery arrangements. You accept that our order registration systems are deemed proof of the nature and date of the contract. 
• Les Relais de Florame reserves the right to cancel the order of a customer with whom there is a dispute relative to the payment of the previous order or for any other legitimate reason, notably pertaining to the abnormal nature of the order.

5. Payment

The payment of your purchases on the website is made exclusively in Euros. Payment methods: payment on order by credit card, Paypal, gift voucher and/or loyalty points, or deferred payment by cheque (only for France). In case of payment on order by credit card, the card will be debited at the time of the order. In order to allow you to make your purchases in complete safety, the online payment by credit card is totally secure. The entire transaction is processed in encrypted mode to a bank approval server in SSL (Secure Socket Layer) mode. Payments by American Express, Maestro and Electron card are not accepted.

6. Delivery

Our sales and prices are understood as ex-works Saint Rémy de Provence (13210) in France.
The products are delivered in metropolitan France, Corsica and Monaco and in foreign countries where Florame has no distributor (barring agreement) to the address of your choice indicated when taking your order.
It is up to you to provide us with all the necessary details for the delivery of your purchases. If your parcel is returned to us by the carrier for the following reasons: incomplete address, incorrect address or parcel not collected within the time limit, you will be charged the cost of returning your parcel.
Average delivery time: 72 hours from when Les Relais de Florame receives your order, no later than 10 business days after confirmation of your order (unless out of stock). 
For the parcels sent to you by post, we negotiate on your behalf the registered mail costs with our distributors, notably La Poste (French post office). These costs, included in the contribution towards shipping costs, are not charged for purchases exceeding or equal to 58 Euros (valid only in metropolitan France, Corsica and Monaco).
The customer must issue, if necessary, reservations when receiving goods (product crushed, broken, opened, closed by a third, etc ...)
In accordance with Article L138-4 of the French Consumer Code “Any risk of loss or damage to the goods is transferred to the consumer when the latter or a third party designated by him, and other than the carrier proposed by the professional, physically takes possession of these goods.”
In accordance with Article L138-4 of the French Consumer Code “The trader is automatically liable to the consumer for the proper performance of the obligations arising from the distance contract, whether these obligations are performed by the professional who has concluded this contract or by other service providers, without prejudice its right of appeal against them. ”

If the product does not meet your expectations, all you have to do is return it to us at “Les Relais de Florame, 261, rue des Bauxites - ZA de la Massane - 13210 Saint Rémy de Provence”, in its original packaging, in perfect condition and unused, within 10 days of receiving it.
We undertake to refund you by cheque within 15 days of receiving it, according to the following conditions:
• The parcel is returned unopened: we will refund you the total cost of the items.
• The product is returned simply as a matter of choice: we will refund you the price of the product, but you remain liable for the costs of the return.
• We are responsible for the return of the product: we will refund you the price of the product and the shipping costs. (The cost of the possible return will be refunded to you on presentation of the shipping invoice).

8. Customer service and warranty

Before any return of defective products, you must contact our Customer Service department at, Monday to Friday, from 9 am to 12 noon and 2 pm to 5.30 pm, or at the e-mail address [email protected].
The warranty for our electric diffusers only covers the electrical parts (motor and adapter). Les Relais de Florame declines any responsibility for poor cleaning of the glassware that might cause it to malfunction.
In the event that your diffuser is returned to the After-Sales department for examination, the costs of shipping and possible return will not be refunded if the breakdown is due to misuse or poor cleaning.

9. Loyalty program

When you make purchases on, you earn loyalty points based on the total amount of your order (excluding shipping costs and discounts). These loyalty points are deductible from future orders.
1 Euro purchased = 1 loyalty point
1 loyalty point = 0.05 Euros
The loyalty points earned are valid for a period of one year from their acquisition date.
Loyalty points are only awarded to customers who have an account on They are only earned and usable for purchases made online on our website. They cannot be refunded, swapped or transferred between members. On no account may they give rise to any payment, bank transfer or refund on our part.
We reserve the right to modify without notice the value of the loyalty points as well as the conditions of use.

10. Ban on sales outside the network

Our products are intended to be sold only through our distribution networks. Accordingly, it is forbidden to purchase or acquire our products as a gift for the purpose of reselling them, particularly on websites.

11. Liability

The products proposed on comply with current French legislation.
Les Relais de Florame cannot be held liable for breach of contract in the event of stock shortage or unavailability of the product, force majeure, disruption or total or partial strike, notably of the postal services and means of transport and/or communication. Florame cannot be held liable for any consequential damage arising from these terms and conditions, loss of business, loss of profits, loss of opportunity, damage or costs.
Les Relais de Florame points out that pursuant to article 1124 of the Civil Code, non-emancipated minors cannot contract. Consequently, the orders destined for minors must be made by a parent with custody.
In case of accidental collection of personal data concerning a minor, the parent with custody may object to the said data being stored and/or passed on to third parties.
Hypertext links may lead to other websites. Florame declines any responsibility if, despite its vigilance, the content of these websites contravenes the current legal and regulatory provisions.
Furthermore, Florame points out that any creation of a hypertext link to the home page of this website or to any other page thereof is subject to Florame’s express prior written consent.

12. Intellectual property

In accordance with the laws governing ownership of literary and artistic rights or other similar rights, this website and all the components, brands, drawings, models, logos, artwork et al. on the website and the compilation thereof are the exclusive property of Les Relais de Florame or of its suppliers, the latter granting no licence or any other right than that of consulting the website.
  The reproduction or use of all or part of these components is authorized solely for the purposes of information for personal and private use, any reproduction and use of copies made for other purposes being expressly forbidden. Any other use is deemed counterfeiting and punishable under Intellectual Property law, barring Florame’s prior written authorization.

13. Juridiction

This contract is governed by French law. The language of this contract is French. In case of dispute, French courts have sole competence.

14. Modification of the general terms and conditions of sale

In view of the possible developments of the website, Les Relais de Florame reserves the right to adapt or modify these general terms and conditions of sale at any time. The customer will be advised of the new general terms and conditions of sale, if need be, by an online modification and they will only be applicable to sales made after the said modification.