These general terms and conditions (hereafter the “General Terms and Conditions”) apply to any purchase made by an internet user/natural person (hereafter the “CLIENT”) on the website (hereafter the “WEBSITE”) from Ciergerie de Lourdes, SAS registered with the trade and companies register of Tarbes under the number 414874040, having its registered office: 8, Boulevard du Lapacca 65100 Lourdes, France, customer service: 05 62 94 56 76, email: (hereafter the “VENDOR”). IMPORTANT: any order placed on the WEBSITE absolutely implies unreserved acceptance by the CLIENT of these general terms and conditions.


In these general terms and conditions the terms used below have the following meaning:

“CLIENT”: means the co-contracting party of the VENDOR, who guarantees having the capacity as consumer as defined by French law and case law. In this respect, it is expressly provided that this CLIENT acts outside of any usual or commercial activity.

“DELIVERY”: means the first presentation of PRODUCTS ordered by the CLIENT to the delivery address indicated during the order.

 “PRODUCTS”: means all products available on the WEBSITE.

“TERRITORY”: means mainland FRANCE.


These General Terms and Conditions govern the sale of PRODUCTS by the VENDOR to its CLIENTS.
The CLIENT is clearly informed and acknowledges that the WEBSITE is intended for consumers and that professionals must contact the VENDOR’s sales department in order to benefit from distinct contractual conditions.


The CLIENT undertakes to carefully read these General Terms and Conditions and accept them, before proceeding with paying for a PRODUCT order placed on the WEBSITE. These General Terms and Conditions are referenced at the bottom of each page of the WEBSITE by means of a link and must be consulted before placing an order. The CLIENT is invited to carefully read, download and print the General Terms and Conditions and keep a copy of them. The VENDOR advises the CLIENT to read the General Terms and Conditions applying to each new PRODUCT order. By clicking on the button “I accept the general terms and conditions and the confidentiality policy”, the CLIENT acknowledges having read, understood and accepted the General Terms and Conditions without limitation or condition.


To be able to buy a PRODUCT, the CLIENT must be at least 18 years old and have legal capacity or if he is a minor, be in a position to justify the agreement of his legal representatives. The CLIENT shall be invited to supply information allowing him to be identified by filling out the form available on the WEBSITE. DELIVERIES can, if applicable, be monitored by using the online monitoring tools of certain carriers. The CLIENT can also contact the VENDOR’s sales department at any time by email, at the address to obtain information about the status of his order. The information that the CLIENT gives the VENDOR during an order must be complete, exact and up-to-date. The VENDOR reserves the right to ask the CLIENT to confirm, by any suitable means, his identity, eligibility and the information communicated.



The VENDOR shall endeavour to present as clearly as possible the main characteristics of the PRODUCTS (on information sheets available on the WEBSITE) and compulsory information that the CLIENT must receive in virtue of governing law (in these General Terms and Conditions). The CLIENT undertakes to carefully read this information before placing an order on the WEBSITE. The VENDOR reserves the right to modify the selection of PRODUCTS available on the WEBSITE, notably depending on constraints linked to its manufacturing constraints or the seasonality of its collections. Unless expressly indicated otherwise on the WEBSITE, all PRODUCTS sold by the VENDOR are brand new and comply with European legislation in force and standards applicable in France.


PRODUCT orders are placed directly on the WEBSITE. To place an order, the CLIENT must follow the stages described below (please note however the depending on the CLIENT’s start up page, the stages may differ slightly).


The CLIENT must choose the PRODUCT(s) of his choice by clicking on the PRODUCT(s) concerned and by choosing the characteristics and quantities desired. Once the PRODUCT chosen, the PRODUCT is placed in the CLIENT’s basket. The latter may then add as many PRODUCTS as he wishes to his basket.

5.2.2. ORDERS

Once the PRODUCTS chosen and placed in his basket, the CLIENT must click on the basket and check that the contents of his order are correct. If the CLIENT has not yet done so, he shall then be invited to identify himself or register. Once the CLIENT has validated the contents of the basket and is identified/registered, an online form completed automatically shall be displayed for his attention summarising the price, applicable taxes and if applicable delivery costs. The CLIENT is invited to check the contents of his order (including the quantity, characteristics and references of the ordered PRODUCTS, the invoicing address, the means of payment and the price) before validating his contents. The CLIENT can then proceed with paying for the PRODUCTS by following the instructions featuring on the WEBSITE and supply all information necessary for the invoicing and the DELIVERY of the PRODUCTS. Concerning PRODUCTS for which options are available, these specific references appear when the right options have been chosen. Orders placed must include all information needed for the correct processing of the order. The CLIENT must also indicate the delivery method chosen.


Once all of the stages described above have been completed, a page appears on the WEBSITE to acknowledge receipt of the CLIENT’s order. A copy of the acknowledgement of receipt of the order is automatically sent to the CLIENT by email provided that the email address communicated via the registration form is correct. The VENDOR sends no confirmation of order by post or fax.


During the order procedure, the CLIENT must key in the information needed for the invoicing, the compulsory fields shall be indicated in red if they have not been filled in so that the CLIENT’s order can be processed by the VENDOR. The CLIENT must in particular clearly indicate all information relating to the DELIVERY, in particular the exact DELIVERY address, as well as any potential access code to the DELIVERY address. The CLIENT must then specify the means of payment chosen. Neither the order form that the CLIENT establishes online nor the order acknowledgement of receipt that the VENDOR sends to the CLIENT by email constitute an invoice. Whatever the delivery method or means of payment used, the CLIENT shall receive the original of the invoice on DELIVERY of the PRODUCTS, inside the parcel.


The order date is the date on which the VENDOR acknowledges receipt of the order online. The deadlines indicated on the WEBSITE only start to be effective from this date.

5.4. PRICE

For all PRODUCTS, the CLIENT shall find on the WEBSITE prices displayed in euros inclusive of tax and exclusive of tax, as well as the delivery costs applicable (depending on the weight of the parcel, not including packaging and gifts, the DELIVERY address and the carrier or means of transport chosen). The prices include in particular value added tax (VAT) at the rate in force on the order date. Any modification of the applicable rate may impact the price of the PRODUCTS from the date the new rate comes into force. The VAT rate applicable is expressed as a percentage of the value of the sold PRODUCT. The prices of the VENDOR’s suppliers are likely to be modified. Consequently, the prices indicated on the WEBSITE may change. They may also be modified in the event of special offers or sales. The prices indicated are valid, unless gross miscalculation. The applicable price is the one indicated on the WEBSITE on the date on which the order was placed by the CLIENT.


Depending on the PRODUCT concerned, the VENDOR applies a “tight flow” stock management. Consequently, as the case may be, the availability of the PRODUCTS depends on the VENDOR’s stocks. The VENDOR undertakes to honour the orders received subject to the PRODUCTS being available. The unavailability of a PRODUCT is in principle indicated on the page of the PRODUCT concerned. CLIENTS can also be informed by the VENDOR when a PRODUCT has been restocked. In any case, if the unavailability has not been indicated at the time of the order, the VENDOR undertakes to inform the CLIENT immediately if the PRODUCT is unavailable or propose an alternative PRODUCT of equivalent quality and price, accepted by the CLIENT. If the CLIENT decides to cancel his order of unavailable PRODUCTS, he shall be refunded all sums paid for the unavailable PRODUCTS immediately and in the thirty (30) days of the payment at the latest.


The terms and conditions of the right of retraction are provided for in the “retraction policy”, a policy available in Appendix 1 hereof.



The CLIENT can pay for his PRODUCTS online on the WEBSITE according to the means proposed by the VENDOR. The CLIENT guarantees to the VENDOR that he has all authorisations required to use the chosen means of payment. The VENDOR shall take all necessary measures to guarantee the security and confidentiality of the data transmitted online in the framework of the online payment on the WEBSITE. It is specified in this respect that all information relating to the payment supplied on the WEBSITE is transmitted to the bank of the WEBSITE and is not processed on the WEBSITE.


In the event of a one-off payment by credit card, the CLIENT’s account shall be debited once the PRODUCT order placed on the WEBSITE. If the CLIENT decides to cancel his order of unavailable PRODUCTS, the refund shall be made in accordance with the last paragraph of article 5.5 hereof.


If the bank refuses to debit a card or any other means of payment, the CLIENT must contact the VENDOR’s Customer Service in order to pay the order by any other valid means of payment. In the event that for any reason whatsoever, opposition, refusal or other, the transmission of the cash flow due by the CLIENT proves to be impossible, the order shall be cancelled and the sale automatically terminated.


Any contract concluded with the CLIENT corresponding to an order of an amount greater than 120 euros incl. tax shall be archived by the VENDOR for a period of ten (10) years in accordance with article L. 134-2 of the code of consumption. The VENDOR agrees to archive this information in order to ensure a monitoring of transactions and to produce a copy of the contract at the CLIENT’s request. In the event of a dispute, the VENDOR shall have the possibility of proving that its electronic monitoring system is reliable and that it guarantees the integrity of the transaction.


The VENDOR remains the owner of the delivered PRODUCTS until they are paid for in full by the CLIENT. The provisions above do not impede the transfer to the CLIENT, at the time of receipt by him, or by a third party designated by him other than the carrier, of the risks of loss or damage of the PRODUCTS being the subject of the retention of title as well as the risks of damage that they may lead to.


The DELIVERY terms and conditions of the PRODUCTS are provided for in the “delivery policy” referred to in Appendix 2 hereof.


The PRODUCTS shall be packaged in accordance with transport standards in force, in order to guarantee maximum protection for the PRODUCTS during DELIVERY. CLIENTS undertake to respect the same standards when they return PRODUCTS under the conditions fixed in Appendix 1 – Retraction policy.



The VENDOR is bound to deliver a compliant PRODUCT in other words suitable for the expected use of a similar good and corresponding to the description given on the WEBSITE. This compliance also implies that the PRODUCT presents the qualities that a buyer may legitimately expect with regard to the public declarations made by the VENDOR including in adverts and on labels. In this framework, the VENDOR is liable to answer for non-conformity existing during issuing and non-conformity resulting from the packaging, assembly or installation instructions when this is its responsibility or has been carried out under its responsibility. The action resulting from non-conformity expires two (2) years after the ISSUING of the PRODUCT. In the event of non-conformity, the CLIENT may ask for a PRODUCT to be replaced or repaired, at his discretion. However, if the cost of the CLIENT’s choice is clearly disproportionate with regard to the other conceivable option, considering the value of the PRODUCT or the importance of the defect, the VENDOR shall proceed with a refund, without adhering to the option chosen by the CLIENT. Should a replacement be impossible, the VENDOR undertakes to reimburse the price of the PRODUCT within 30 days on receipt of the returned PRODUCT and in exchange for the CLIENT sending the PRODUCT back to the following address: 8, Boulevard du Lapacca, 65100 LOURDES.


The VENDOR is bound by the warranty because of hidden defects of the sold PRODUCT that make it unsuitable for the use for which it is intended, or that diminishes this use to such an extent that the CLIENT would not have purchased it or would have paid less for it if he had known. This warranty allows the CLIENT who can prove the existence of a hidden defect to choose between being refunded the price of the PRODUCT if it is returned and being refunded part of its price if the PRODUCT is not returned. In the event a replacement is possible, the VENDOR undertakes to reimburse the price of the PRODUCT within 30 days on receipt of the returned PRODUCT and in exchange for the CLIENT sending the PRODUCT back to the following address: 8, Boulevard du Lapacca, 65100 LOURDES. Legal action resulting from hidden defects must be filed by the CLIENT within a period of two (2) years from discovery of the defect.


The VENDOR can on no account be held liable in the event of non-performance or poor performance of the contractual obligations attributable to the CLIENT, notably during the entering of his order. The VENDOR cannot be held responsible or considered as having failed to fulfil these obligations, for any delay or non-performance, when the cause of the delay or non-performance is linked to a case of force majeure as it is defined by case law of the French courts. It is moreover specified that the VENDOR does not control the websites that are directly or indirectly linked to the WEBSITE. Consequently, it excludes any responsibility pursuant to the information published on it. Links to third party websites are only given for information purposes and no guarantee is given as to their contents.


The VENDOR collects personal data concerning its Clients on the WEBSITE, including via cookies. CLIENTS can disable cookies by following the instructions supplied by their browser. The data collected by the VENDOR are used to process the orders placed on the WEBSITE, manage the CLIENT’s account, analyse orders and if the CLIENT has chosen this option, send him market research letters, newsletters, special offers and/or information on special sales, unless if the CLIENT no longer wishes to receive such communications by the VENDOR. The CLIENT’s data are confidentially kept by the VENDOR, for the needs of the contract, its performance and in accordance with the law. CLIENTS may at any time unsubscribe by accessing their account or by clicking on the hypertext link provided for this effect at the bottom of each offer received by email. The data may be communicated, in full or part, to the VENDOR’s service providers intervening in the order process. For commercial purposes, the VENDOR may transfer to its commercial partners the names and contact details of its CLIENTS, provided that the latter have given their agreement beforehand during the registration on the WEBSITE. The VENDOR shall specifically ask the CLIENTS whether they want their personal data to be disclosed. CLIENTS may change their minds at any time on the WEBSITE or by contacting the VENDOR. The VENDOR may also ask its CLIENTS if they wish to receive special offers from its partners. In accordance with data protection act no. 78-17 of the 6 January 1978 and the General Data Protection Regulation ("GDPR", EU Regulation 2016/679 of the 27 April 2016), the CLIENT benefits from a right of access, rectification, opposition (for legitimate reasons) and deletion of his personal data. He may exercise this right by sending an email to the address: or by sending a letter to 8, Boulevard du Lapacca, 65100 LOURDES. It is specified that the CLIENT must be able to justify his identity either by scanning proof of identity or by sending the VENDOR a photocopy of his proof of identity.

Confidentiality policy

This external policy relating to privacy is edited by the company Ciergerie de Lourdes, whose registered office is situated in Lourdes, France.

14.1. Collecting information

When we contact you via email, we collect and register personal information such as: your email address, surname, first name as well as IP address. Processing is put in place on our website the purpose of which is to allow:

·     · us to be contacted by email;

·     · the development of statistics relating to website visits;

These data are stored in the form of a computer file and are kept for a maximum period of 3 years.

The processing manager is Ciergerie de Lourdes ( at 8, Boulevard du Lapacca, 65100 LOURDES, FRANCE.

14.2. Disclosure to third parties

Data collected are exclusively intended for Ciergerie de Lourdes. We do not sell, exchange or transfer your personal identifiable data to third parties.  Ciergerie de Lourdes reserves the right to transmit the personal data of the persons concerned in order to satisfy its legal obligations, and notably if it is obliged to do so by court order. Ciergerie de Lourdes undertakes not to transfer your data outside of the European Union. Moreover, in the event Ciergerie de Lourdes turns to subcontracting service providers, the latter were notably chosen for the sufficient security guarantees they offered.

14.3. Information protection

Only Ciergerie de Lourdes employees who need to carry out a specific task (contact you...) have access to identifiable personal information. Computers and servers used to store identifiable personal information are kept in a secure environment and entirely in France: the website is hosted at OVH France, the transport service provider is La Poste France and Mondial Relay, the payment service provider is BNP Paribas.

14.4. Law of persons

The persons concerned have a right of access, rectification, deletion, directive over their data and objection for legitimate reasons, which can be exercised by contacting or via the online form.

14.5. Cookies

This website uses cookies. These cookies facilitate browsing and improve the user-friendliness of the website. You can object to the saving of cookies by configuring your browser’s settings, as indicated below. Access to some of the website’s services and subsites may, in this case, be altered, indeed impossible. Several types of cookie are liable to be used by the website:

·     · Cookies strictly necessary for browsing the website and having to guarantee its correct operating;

·     · Cookies that establish visit statistics;

·     · Social network cookies and plug-ins;

To manage the user’s cookies and choices, the configuration of each browser is different. It is described in the browser’s help menu, which will allow you to find out how to modify your wishes regarding cookies:

·     · For Internet Explorer™

·     · For Safari™

·     · For Chrome™

·     · For Firefox™

The user can choose to express or modify his wishes regarding cookies at any time.


The VENDOR makes a “Client telephone service” available to the CLIENT at the following number: 05 62 94 56 76 (standard rate number). Any written complaint by the CLIENT must be sent to the following address: 8, Boulevard du Lapacca, 65100 LOURDES.


All visual and audio elements of the WEBSITE, including underlying technology used, are protected by copyright, trademark and/or patent law. These elements are the exclusive property of the VENDOR. Any person who edits a website and wishes to create a direct hypertext link to the WEBSITE must ask for the VENDOR’s authorisation in writing. This authorisation by the VENDOR shall on no account be granted definitively. This link must be removed at the VENDOR’s request. Hypertext links to the WEBSITE that use such techniques as framing or inline linking are strictly forbidden.


Any modification to legislation or regulations in force, or any decision by a competent court invalidating one or several clauses of these General terms and conditions would not affect the validity hereof. Such a modification or decision on no account authorises the CLIENTS to be ignorant of these General terms and conditions. Any conditions not expressly dealt with herein shall be governed in accordance with the custom of the sector trading to private individuals, for companies whose registered office is situated in France.


These General terms and conditions apply to all purchases made online on the WEBSITE, as long as the WEBSITE is available online. The General terms and conditions are dated precisely and may be modified and updated by the VENDOR at any time. The General terms and conditions applicable are those in force at the time of the order. Modifications made to the General terms and conditions shall not apply to PRODUCTS already purchased.


These General terms and conditions as well as relations between the CLIENT and the VENDOR are governed by French law. In the event of a dispute, only French courts shall have jurisdiction. However, prior to any recourse to an arbitrator or state appointed judge, negotiations in a spirit of loyalty and good faith shall be favoured in view of reaching an amicable agreement during the occurrence of any conflict relating to this contract, including concerning its validity. The party wishing to implement the negotiation process must inform the other party of this by registered letter with acknowledgement of receipt indicating the elements of the conflict. If at the end of a period of fifteen (15) days, date of receipt, the parties are unable to agree, the dispute shall be submitted to the competent court designated below. During the whole negotiation process and until its outcome, the parties refrain from initiating any legal action against the other and for the conflict subject of negotiations. Exceptionally, the parties are authorised to refer to the court of summary proceedings or request the announcement of an order issued on motion. Potential legal action before the court of summary proceedings or the implementation of proceedings by petition does not lead to any waiver by the parties of the amicable settlement clause, unless expressly agreed otherwise.



The CLIENT has as a matter of principle the right to send back or return the PRODUCT to the VENDOR or to a person appointed by the latter, without undue delay, and in the fourteen (14) days following communication of his decision to retract at the latest unless the VENDOR proposes to retrieve the PRODUCT itself.


The retraction deadline expires fourteen (14) calendar days after the day the CLIENT, or a third party other than the carrier and appointed by the CLIENT, physically takes possession of the PRODUCT. If the CLIENT’s order concerns several PRODUCTS and if these PRODUCTS are delivered separately, the retraction period expires fourteen (14) days after the day the CLIENT, or a third party other than the carrier and appointed by the CLIENT, physically takes possession of the last PRODUCT.


To exercise his right of retraction, the CLIENT must notify his decision to withdraw from this contract by means of an unambiguous statement to: 8, Boulevard du Lapacca, 65100 LOURDES or For the retraction deadline to be respected, the CLIENT must pass on his communication relating to the exercise of the right of retraction before expiry of the retraction deadline.


In the event of retraction by the CLIENT, the VENDOR undertakes to refund all of the sums paid including delivery costs without undue delay and in any case, fourteen (14) days from the day the VENDOR is informed of the CLIENT’s wish to retract at the latest. The VENDOR shall proceed with a refund by using the same means of payment as the one the CLIENT used for the initial transaction, unless if the CLIENT expressly agrees to a different means, in any case, this refund shall not incur costs for the client. The VENDOR may defer the refund until receipt of the goods or until the CLIENT has supplied proof of shipping of the goods, the date retained being that of the first of these events.


The CLIENT must, without undue delay and in any case, fourteen (14) days after communication of his decision to withdraw from this contract at the latest, return the goods to: 8, Boulevard du Lapacca, 65100 LOURDES. This deadline is considered to have been complied with if the CLIENT returns the goods before expiry of the fourteen day deadline.


The CLIENT must pay the direct costs for returning the goods.


The PRODUCT must be returned according to the VENDOR’s instructions. The product must be retuned in its complete packaging, with the delivery slip. An incomplete, ruined, damaged, dirty product or whose wick has been burnt shall not be accepted.


The PRODUCTS are packaged in accordance with the transport standards in force, to guarantee maximum protection for the PRODUCTS during DELIVERY. CLIENTS must respect the same standards when they return the PRODUCTS. In this respect the CLIENT is invited to return the unsuitable PRODUCT in its original packaging and in good condition, suitable for its re-marketing.


The right of retraction is excluded in the following cases:

·     Supply of goods or services whose price depends on fluctuations on the financial market.

·     Supply of goods made according to the CLIENT’s specifications or clearly personalised

·     Supply of goods likely to deteriorate or expire quickly.

·     Supply of goods that by their nature are inextricably mixed with other items.

·     Supply of sealed goods that cannot be sent back for health or hygiene protection reasons and that have been unsealed by the CLIENT after DELIVERY.

·     Contracts entered into during a public auction



The PRODUCTS offered on the website can be delivered to mainland France. It is impossible to place an order for any delivery address situated outside of these territories. Mail order is reserved for individuals. The PRODUCTS are shipped to the delivery address(es) that the CLIENT gave during the ordering process.


Lead times to prepare an order then establish an invoice, before shipping of the PRODUCTS in stock are mentioned on the WEBSITE. These lead times do not include weekends or bank holidays. An email shall automatically be sent to the CLIENT at the time of shipment, provided that the email address featuring in the registration form is correct.


During the ordering process, the VENDOR indicates to the CLIENT the possible shipping times and options for the bought PRODUCTS. Shipping costs are calculated depending on the delivery method. The amount of these costs shall be due by the CLIENT in addition to the price of the PRODUCTS bought. The delivery times and costs are set out in detail on the WEBSITE.


The parcel shall be given to the CLIENT, if the CLIENT chooses a delivery with signature and on presentation of proof of identity, in case of absence, a delivery notice shall be left with the CLIENT to allow him to go and collect his parcel at his post office.


The CLIENT is informed of the delivery date when he chooses the carrier, at the end of the online ordering process before confirming the order. It is specified that deliveries shall be made within thirty (30) days maximum. The VENDOR is responsible until the PRODUCT is delivered to the CLIENT. It is recalled that the CLIENT has a period of three (3) days to notify the carrier of damage or partial losses observed during delivery.