GENERAL TERMS AND CONDITIONS OF SALE
 

 

Caran d’Ache undertakes to uphold the confidential status of any personal data collected via the Website and to process them in accordance with the applicable rules.

Whenever you order products on our Website, you undertake to provide Caran d’Ache with the personal information necessary for the processing of your order (delivery and invoicing). These data must be correct, valid and up to date.

You have the right to object to the transmission of e-mails, invitations or commercial communications from Caran d’Ache, both when you initially register on the Website and at any time thereafter.

Please refer to Caran d'Ache's Privacy Policy for any further information concerning the processing of personal data by Caran d’Ache.

 

 

Once you have selected the product desired using the “Add to basket” button, it will be placed in the basket. You can then continue selecting items, alter the contents of your basket or complete the order process and proceed to payment.

The presentation of products on the Website does not constitute a binding offer but rather an invitation to place an order.

By clicking on the “Confirm my order” button, you can place an order for the products listed on the order page. By validating your order, you confirm that you have accepted out GTCS.

Please note that, once you have validated and submitted your order, it can no longer be changed (including any changes to engraving for personalised instruments or a change to the delivery address). You will subsequently receive a confirmation of your order by e-mail.

A contract of sale will only be concluded once Caran d’Ache has confirmed by e-mail that the goods have been dispatched (shipping confirmation) or otherwise at the latest upon delivery of the goods.

 

The prices mentioned for each item on the Website include all taxes. Any shipping costs for the order are indicated during the course of the order process.

Caran d’Ache reserves the right to modify, without prior warning and at any moment, the prices and other costs published on the Website. However, the products will be billed to you on the basis of the tariffs in force when the order is confirmed.

The prices indicated for the item that are valid in the country in which the delivery and billing address indicated by you is situated will be applicable to you.

 

The images used on the website are not binding. Caran d’Ache undertakes to make every effort to ensure that the photographic representation of the products and services sold on the Website reflect reality as faithfully as possible.

In light of the means used to present these products online, it is nevertheless possible that your perception of the photographic representation of the products does not match the products themselves exactly. Caran d’Ache regularly updates its brand identity, in particular by changing the branding of its products and packaging. This means that the imagery displayed on the website www.carandache.com is subject to change in line with these developments at any time. Caran d’Ache shall make every effort to ensure that the information provided is as accurate and comprehensive as possible. However, we cannot guarantee that this information is completely accurate.

 

You may pay for your order using a payment card or via PayPal. The payment cards accepted are: Visa and MasterCard.

The order shall be deemed to have been validly placed once payment has been authorised.

If your delivery address is situated in Switzerland, you can also pay via Post Finance Card, Twint or Swissbilling invoice.

The payments indicated in the invoice are generated entirely by our payment service provider Swissbilling. They must be settled within 30 days of receipt of the invoice. In the event of any delay, you will be required to pay default interest of 8% without any requirement for a further reminder. Reminder fees up to a maximum amount of CHF 30.00 may also be charged to you along with any debt recovery costs in accordance with the payment terms indicated by our payment service provider Swissbilling. Payment by invoice automatically involves a solvency check, which is carried out by and on behalf of our payment service provider Swissbilling.

If your delivery address is situated in Switzerland, France, Germany, Austria, Italy, the United Kingdom or the Netherlands, you also have the option of paying for your order using one of the flexible payment methods provided by our payment partner Klarna. For further information, please refer to Klarna's Shopping Terms and Klarna's Privacy Policy.

In accordance with the applicable regulations, Caran d’Ache will not process your payment data, with the exception of the name indicated on the payment card and information relating to your transaction (time and amount). You are also responsible for recording and/or printing out your payment confirmation if you wish to store the payment details relating to your order.

Payments made via the Website are managed in accordance with the PCI DSS certification (“Payment Card Industry Data Security Standard”). This international standard established by the principal market actors (MasterCard, Visa, American Express, Discover Financial Services and JCB) regulates security requirements for international payments:
 

• Build and maintain a secure network and systems
• Protect cardholder data
• Maintain a vulnerability management program
• Implement strong access-control measures
• Regularly monitor and test networks
• Maintain an information security policy

 

Except for small products and accessories (ink cartridges, inks, pocket organiser refills), the products proposed for sale by Caran d’Ache on its Website may be gift-wrapped free of charge and provided along with a customised message. This option is not automatic and you are responsible for ticking the option you want in your shopping basket before paying for your order.

For the Haute Écriture writing instruments sold through the Website, Caran d’Ache offers custom engraving for 20 CHF - 20 EUR - 20 GBP (except any special offers mentioned), within the limits of the technical possibilities for each given product (dimension and position of the free space, font choice, technical feasibility, etc.).

For other writing instruments sold through the Website, Caran d’Ache offers custom engraving exclusively via the Caran’Ache + ME configurator at a cost of:
 

• 10 CHF - 10 EUR - 10 GBP (except any special offers mentioned) on the body of the pen, within the limits of the technical possibilities for each given product (dimension and position of the free space, font choice, technical feasibility, etc.).
• 5 CHF - 5 EUR - 5 GBP (except any special offers mentioned) on the white slimpack (engraving is not possible on the Brut Rosé and Goldbar slimpacks), within the limits of the technical possibilities for each given product (dimension and position of the free space, font choice, technical feasibility, etc.).

Caran d’Ache reserves the right to refuse any product order with personalisation or a customised message containing unlawful, inappropriate or insulting terms or remarks.

Customised products cannot be exchanged or refunded.

Caran d’Ache reserves the right to modify, without prior warning and at any moment, the prices published on the Website. However, the products will be billed to the customer on the basis of the tariffs in force when the order is confirmed.

Unless expressly specified otherwise, promotional codes do not apply to engraving as this is a service.

 

3.6. GIFT CARD

 

3.6.1. PURCHASING A GIFT CARD

The Caran d’Ache gift card is only available in non-material format, i.e. in PDF format, that you can then download and print out.

When purchasing a gift card, you have the possibility of personalising it by indicating the name of the sender and of the beneficiary and adding a personalised message. Caran d’Ache reserves the right to refuse any messages containing inappropriate or insulting language that is contrary to the law or to Caran d’Ache policy. You must select one of the gift card amounts proposed. You cannot choose any amount you wish.

The gift card cannot be refunded, even partially, and cannot be resold or exchanged.

As the gift card is a non-material product, no postage charge will be applied to the purchase.

It is not possible to redeem a discount code against a gift card.

The purchase of a gift card requires specific processing and must be completed individually.

You cannot therefore add other products to a basket containing a gift card. You cannot order several gift cards at the same time. We invite you to place a separate order.
 

3.6.2. USING A GIFT CARD
 

The gift card can only be used on the Website (and not in stores). It is not possible to use a gift card to purchase another gift card. The gift card must be used in the country where it was purchased.

The Caran d’Ache gift card is valid for one year from the date of purchase. After this, it can no longer be used or be refunded. If the expiry date of the gift card is exceeded, no replacement will be issued.

If a gift card is lost or stolen, it will not be refunded by Caran d’Ache.

The gift card is a payment method. To use the amount corresponding to your gift card, you must enter the code indicated on the PDF sent by e-mail and the security code. If the total cost of your order is greater than the amount on your gift card, the remaining amount must be paid using one of the other payment methods proposed. You cannot use several gift cards for the same order: only one card will be accepted for payment of an order.

 

Shipping costs are calculated based on the country of destination, the weight, the volume and the rates of the carrier in charge of shipping. They are indicated during the course of the order process. You will be required to cover these costs if the price of the products ordered is lower than CHF 60 (in Switzerland), €60 (in France, Germany, Italy, Belgium, Austria and the Netherlands), £60 (in the United Kingdom), and will therefore be charged them (CHF 7 for Switzerland, €10 for France, Germany, Italy, Belgium, Austria and the Netherlands and £50 for the United Kingdom).

Caran d’Ache guarantees the shipping of the products and services sold through the Website to Switzerland, France (Metropolitan) and Corsica, Germany, Italy, the United Kingdom, Belgium, Austria and the Netherlands, and to no other country. The products and/or services will be sent to the delivery address indicated by you during the order process. The risk of damage, loss, or theft is transferred to you upon delivery to the specified address.

Approximate delivery times, starting from the time when the order is placed and payment has been confirmed, are as follows:

Upon completion of the delivery, the bill will be available online, in your customer account.

If the delivery address indicated by you is incorrect or you do not collect your order from the postal service, it will be returned to Caran d’Ache. Your order will be automatically reimbursed to you (as long as it has not been opened and is intact). Caran d’Ache will not re-ship it do you. If you would still like to receive the products initially ordered, you will have to place a new order on the Website, unless you previously ordered a customised product. In such an eventuality, you will be unable to obtain a reimbursement. We shall send you an e-mail asking you to confirm whether you wish the goods to be re-shipped at your cost. If you do not wish this to be done, or if you fail to answer, the goods will not be re-shipped to you.

 

You have a right of cancellation (withdrawal), i.e. a right to send back any product delivered within a time limit of 14 days starting from receipt of the product, in which case you will be reimbursed for the purchase price of the product (less any return shipping charges, which you will be required to bear). Products cannot be exchanged.

You do not have a right of withdrawal in relation to refills (ink cartridges, ink and pocket organiser refills) or personalised products (Caran d’Ache + ME) and engraving (Haute Ecriture instruments).

A refund can only be given for products bought through the Website that have been returned intact in their original packaging.

This procedure shall be followed for returning goods:
 

If the goods do not fulfill the requirements applicable to returns or if you return to us products for which the right of cancellation is not available (e.g. customised products), you will be unable to obtain a reimbursement. We shall send you an e-mail asking you to confirm whether you wish the goods to be re-shipped at your cost. If you do not wish this to be done, or if you fail to answer, the goods will not be re-shipped to you.

The general address for returns is the following:

Caran d’Ache SA
Returns
Chemin du Foron 19
Case postale 332 CH-1226 Thônex-Geneva
Switzerland

 

Each Caran d’Ache product comes with a warranty against material and manufacturing defects. The warranty does not cover any of the following:
 

• routine maintenance;
• defects and damage due to non-compliance with maintenance instructions;
• defects and damage due to regular wear;
• defects and damage resulting from misuse, negligence or accident;
• defects and damage due to any improper use, modification, customisation, repair or service conducted by a person who has not received official validation from Caran d’Ache;
• defects and damage caused by use of inks or refills or components other than those recommended by Caran d’Ache;
• defects and damage relating to loss, theft or any other cause beyond the control of Caran d’Ache;
• defects and damage affecting any Caran d’Ache writing instrument whose serial number has been altered.

All Caran d’Ache products come with a warranty covering a period of two (2) years from the date of purchase. You have the option of extending the warranty period for your Haute Ecriture products free of charge for three (3) additional years (thus reaching a total warranty of five (5) years) by creating an account on the Website. Any Haute Ecriture instruments manufactured before July 2020 retain the lifetime warranty (if supplied along with the old instruction manual / international warranty).

The Caran d’Ache warranty covers the repair, replacement, or refund of products, at Caran d’Ache’s sole discretion, depending on the circumstances.

If you believe that an item was delivered damaged or defective, or has developed a defect, you must inform us as soon as possible by following the procedure outlined in section 3.10.

 

3.10. REPAIRS

 

• In its entirety: body, cap, writing block;
• Along with a warranty certificate that has been duly completed, signed and dated, or a copy of the purchase invoice;
• Along with a description of the problem;
• Indicating your full address in order for the product to be returned.

• If the repair is covered by the warranty, the product will be automatically repaired and returned to you at no charge.
• If the repair is not covered by the warranty but comes to less than CHF 66 incl. tax, the product will be automatically repaired and invoiced to you, and will be returned after payment has been made. You will also be charged the shipping costs.
• If the repair is not covered by the warranty and comes to over CHF 66 incl. tax, the After-Sales Service will send you a quote.

4. APPLICABLE LAW

5. FINAL PROVISIONS