Policy on the management of disputes and complaints

This policy sets out the procedure for handling complaints and disputes between ARTUB and its business customers. It applies to any complaint relating to an order, a delivery, a product or a service.

How to make a complaint

Any complaints may be sent by email to [email protected], or by post to: ARTUB, Z.I Les Triboullières — Usine de la Gare, 38460 Crémieu.

Transport-related complaints

In accordance with Article 5 of the General Terms and Conditions of Sale and the logistics instruction ‘Transport Reservations – ARTUB’, all deliveries must be checked upon receipt: the parcel must be opened in the presence of the delivery driver, the condition of the products must be checked, and any refusal must be reported within 3 working days of delivery.

Any reservations must be in writing, specific and complete, and must relate solely to the goods (reference, quantity and reason — ‘broken’ or ‘missing’). General comments such as ‘subject to unpacking’ or those relating to the packaging (film-wrapped pallet, damaged parcel, crushed box) are not acceptable.

Accepting delivery without reservation, or with reservations that are not admissible, gives rise to a presumption that the consignee has accepted the goods as delivered. Any reservation that is not made in accordance with this procedure will therefore not be admissible.

If the driver was not present at the time of the handover inspection, the user must note this in the reservations and then provide further details within 48 hours.

Returns

Products may only be returned with the express prior consent of ARTUB. ARTUB will only cover the cost of returns in the event of a proven breach on its part.

Logistical penalties

In accordance with the CEPC’s recommendations (Recommendation 19-1) and the Egalim 2 and Descrozaille Acts, all claims for logistics penalties must be sent to [email protected], accompanied by the order number, the delivery date, the products concerned (GTIN codes, product descriptions), the quantities and the precise nature of the incident, within a maximum of one month from the date of the incident.

Logistical penalties are capped at 2 per cent of the value of the products ordered within the relevant category, and may not be imposed for a breach occurring more than one year ago. ARTUB reserves the right to contest any penalty within one month of being notified of it.

Retention of data relating to legal disputes

Data collected in the frame of the handling of complaints is retained for the duration of the dispute, plus a period of five years corresponding to the limitation period applicable to commercial relations between businesses (Art. Article L110-4 of the Commercial Code).

References

For disputes relating to transport and reservations upon delivery, please refer to Article 5 of the Terms and Conditions of Sale. For disputes relating to the product guarantee, please refer to Article 8 of the Terms and Conditions of Sale. For logistics penalties, please refer to Article 6 of the General Terms and Conditions.