Biscuiterie La Mère Poulard
Last updated: September 2026
These General Terms and Conditions of Sale (hereinafter the "GTC") govern the sale of products on the website https://www.biscuiterie-mere-poulard.com/ (hereinafter the "Site") by:
BISCUITERIE LA MÈRE POULARD
Simplified joint-stock company with a single shareholder (SASU)
Registered office: 23 Parc de l’Aérodrome – 59910 Bondues – France
RCS Lille Métropole: 423 919 299
Intra-community VAT number: FR 27 423 919 299
Phone: 02 99 18 48 50
E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr
Hereinafter referred to as the "Seller".
These GTC apply to orders placed by any natural person acting for purposes that do not fall within the scope of their commercial, industrial, craft, liberal, or agricultural activity, hereinafter referred to as the "Customer".
Any order placed on the Site implies unreserved acceptance of these GTC.
Article 1 – Purpose and scope
These GTC define the rights and obligations of the Seller and the Customer in connection with the online sale of products offered on the Site.
They apply to any order placed on the Site by a Customer acting as a consumer.
These GTC do not govern sales made to professionals, which may be subject to specific contractual conditions.
The applicable GTC are those in force on the date of the order.
The Customer can consult these GTC at any time on the Site and is invited to download or save them on a durable medium.
Article 2 – Products
The products offered for sale are those presented on the Site on the day of its consultation by the Customer, within the limits of available stock.
The Seller takes the utmost care in presenting the products and describing their essential characteristics.
The photographs and illustrations presented on the Site are intended to represent the products as faithfully as possible. However, slight differences in presentation, color, or appearance may exist, particularly due to screen display conditions or changes in product presentation and packaging.
The Seller provides the Customer, on each product's page and before validating their order, with information relating in particular to the composition, ingredients, allergens, net weight, and storage conditions, in accordance with the applicable regulations concerning food information.
The Customer is invited to carefully consult this information before placing an order, especially in case of allergies or food intolerances.
Article 3 – Customer account creation
Creating a customer account is necessary to place an order on the Site.
Only a natural person of legal age with the legal capacity to contract, or a minor acting with the consent of their legal representatives, may create a customer account and place an order on the Site.
When creating their account, the Customer agrees to provide accurate, complete, and up-to-date information.
The Customer is responsible for the confidentiality of their login credentials and agrees to inform the Seller of any unauthorized use of their account of which they become aware.
The Customer is responsible for the accuracy of the information provided, particularly their contact details and delivery address.
Article 4 – Order
The Customer selects the products they wish to purchase and adds them to their cart.
Before confirming their order, the Customer can view a summary of it and check, in particular, the selected products, quantities, product prices, any discounts, the delivery address, the delivery method, delivery costs, the total amount of the order, and the payment method.
The Customer can correct any errors before final validation of their order.
Final validation of the order implies the Customer's payment obligation and acceptance of these GTC.
Once the order is validated and payment is accepted, a confirmation email is sent to the Customer at the email address provided during the order.
The Seller reserves the right to refuse or cancel an order in case of fraud or attempted fraud, payment incident, prior dispute relating to the payment of an order, or legitimate reason in accordance with applicable regulations.
A validated order cannot, in principle, be modified by the Customer. This provision does not affect the right of withdrawal where applicable.
Article 5 – Price
Product prices are those indicated on the Site at the time of order validation.
They are indicated in euros, all taxes included (TTC), unless otherwise specified.
Delivery costs are not included in the product prices. They are indicated to the Customer before final validation of their order.
The Seller reserves the right to change its prices at any time. However, products are billed at the price displayed at the time of order validation, subject to a clear pricing error.
Any promotional offers are valid for the duration and according to the conditions specified on the Site.
Article 6 – Product availability
Products are offered within the limits of available stock.
In case of unavailability of a product after order validation, the Seller informs the Customer as soon as possible.
Depending on the circumstances and with the Customer's agreement, the Seller may, in particular, offer a refund for the unavailable product, wait for its restock when a restock is planned, or a substitute product of equivalent quality and value.
No product will be replaced by another without the Customer's prior agreement.
In case of cancellation due to product unavailability, sums due to the Customer will be refunded in accordance with applicable legal provisions.
Article 7 – Payment
Payment for the order is made online at the time of its validation.
The Customer can use the payment methods offered on the Site when placing their order, including accepted bank cards and, depending on availability, PayPal, Apple Pay, Google Pay, and Shop Pay.
The Seller reserves the right to modify the available payment methods.
The Customer guarantees that they have the necessary authorizations to use the chosen payment method.
Payment operations are carried out via secure payment service providers. The Seller does not store the Customer's full bank details.
In case of payment refusal by the bank or payment service provider, the order cannot be validated or may be canceled.
The invoice corresponding to the order is made available to the Customer in electronic format (PDF). It is accessible from the order confirmation or tracking page, from the customer area, and via the link provided for this purpose in the order confirmation email.
The Customer can download, save, or print their invoice from these different access points. The invoice is not automatically sent to the Customer by email.
No paper invoice is inserted in the package.
Article 8 – Delivery
8.1 Delivery zones
Products can be delivered to the territories and countries offered on the Site at the time of order. The list of available destinations may change depending on the possibilities offered by carriers and regulatory or logistical constraints.
8.2 Delivery methods
The different available delivery methods are offered to the Customer during the order, depending on the destination, the content of the order, and available services. Delivery can be offered to the home or to a relay point. The carriers and delivery methods actually available are those displayed when placing the order.
8.3 Order preparation
Orders are prepared within an indicative period of 48 working hours, unless special circumstances or otherwise indicated on the Site. This period corresponds to the preparation time of the order before shipment and does not constitute a delivery time. Saturdays, Sundays, and public holidays are not considered working days.
8.4 Delivery times
The estimated delivery methods, costs, and times are presented to the Customer before validation of their order. When regulations require it, the Seller delivers the goods on the date or within the period indicated to the Customer. Failing indication of a date or period, delivery occurs at the latest within the period provided for by applicable regulations. When shipment tracking is available, the information allowing the Customer to track their package is communicated to them.
8.5 Relay point
When the Customer chooses delivery to a relay point, it is their responsibility to collect their package within the time indicated by the carrier. In case of non-collection of the package within the allotted time, it may be returned to the Seller. The consequences of a return to the Seller resulting from the non-collection of the package will be dealt with in accordance with applicable legal provisions and the circumstances of the order.
8.6 Incorrect address
The Customer is responsible for the accuracy and completeness of the information provided for delivery. In case of a package return resulting from an incorrect or incomplete address provided by the Customer, a new shipment may result in the invoicing of new delivery costs, subject to applicable legal provisions.
8.7 Delivery outside the European Union
For deliveries made outside the European Union, the order may be subject to customs duties, import taxes, or other fees payable upon its importation into the destination country.
These duties, taxes, and any fees are not included in the order price or in the delivery costs invoiced by the Seller. They remain entirely the responsibility of the Customer, who is responsible for their payment to the competent authorities or organizations.
The Customer is invited to inquire with the customs authorities of their delivery country to ascertain any duties, taxes, and formalities applicable to their order.
Article 9 – Receipt of the order
The Customer is invited to check the condition of the package and products upon receipt.
In case of a damaged product, preparation error, missing product, or any other anomaly, the Customer is invited to contact customer service as soon as possible and, if possible, within 48 hours of receipt, to facilitate the processing of their request.
They may be asked to provide their order number and photographs showing the condition of the package and/or the products concerned.
This request for notification within 48 hours is intended to facilitate the processing of the claim and does not deprive the Customer of their rights and legal guarantees.
Phone: 02 99 18 48 50
E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr
Article 10 – Right of withdrawal
10.1 Principle
In accordance with the provisions of the Consumer Code, the Customer, when the right of withdrawal is applicable, has a period of fourteen (14) days from receipt of the product to exercise their right of withdrawal, without having to justify their decision. When several products forming part of the same order are delivered separately, the period runs from the receipt of the last product.
10.2 Exercise of the right of withdrawal
To exercise their right of withdrawal, the Customer must notify the Seller of their decision before the expiry of the legal period, by means of the withdrawal form provided in the appendix to these GTC or any other unambiguous declaration expressing their wish to withdraw. The request may be sent to: BISCUITERIE LA MÈRE POULARD – Customer Service, ZA du Coglais, 35460 Maen Roch – France. E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr
10.3 Return of products
From the communication of their decision to withdraw, the Customer has fourteen (14) days to return the products concerned to BISCUITERIE LA MÈRE POULARD – Customer Service, ZA du Coglais, 35460 Maen Roch – France. The direct costs of return are borne by the Customer. The Customer is invited to use a shipping method that provides proof of shipment. Products must be returned in a condition allowing their re-sale, subject to the handling necessary to establish their nature and characteristics. Given the food nature of the products sold, the products concerned must, where necessary for health or hygiene reasons, not have been opened or unsealed.
10.4 Exceptions to the right of withdrawal
In accordance with Article L.221-28 of the Consumer Code, the right of withdrawal cannot, in particular, be exercised for goods liable to deteriorate or expire rapidly; goods made to the consumer's specifications or clearly personalized; goods that have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection, when the legal conditions for this exception are met. The simple addition of a gift message to an order does not, in itself, constitute personalization of the product excluding the right of withdrawal.
10.5 Refund
When the right of withdrawal is validly exercised, the Seller refunds the Customer the sums paid for the products concerned and, where required by law, the delivery costs corresponding to the standard delivery method offered. The Seller is not obliged to refund additional costs resulting from the Customer's express choice of a more expensive delivery method than the standard delivery method offered. The refund is made without undue delay and at the latest within fourteen (14) days following the date on which the Seller is informed of the Customer's decision to withdraw. The Seller may defer the refund until the products have been recovered or until the Customer provides proof of their shipment, the date taken into account being the earlier of these events. The refund is made using the same payment method as that used for the order, unless the Customer expressly agrees to another refund method that does not incur costs for them.
Article 11 – Legal guarantees
Products sold on the Site benefit from the legal guarantees provided for by applicable regulations, notably the legal guarantee of conformity and the guarantee against hidden defects.
11.1 Legal guarantee of conformity
The Seller is liable for defects of conformity of the goods under the conditions provided for in Articles L.217-3 et seq. of the Consumer Code. The Customer has a period of two years from the delivery of the goods to obtain the implementation of the legal guarantee of conformity under the conditions provided for by law. The terms of compliance, price reduction, or contract resolution are those provided for by the Consumer Code.
11.2 Guarantee against hidden defects
The Customer also benefits from the guarantee against hidden defects provided for in Articles 1641 et seq. of the Civil Code. When the conditions of this guarantee are met, the Customer can choose between cancellation of the sale or a price reduction in accordance with applicable legal provisions. The action resulting from hidden defects must be exercised within the period provided for by applicable regulations from the discovery of the defect.
11.3 Contact
BISCUITERIE LA MÈRE POULARD – Customer Service, ZA du Coglais, 35460 Maen Roch – France. Phone: 02 99 18 48 50. E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr. The exercise of legal guarantees is free for the consumer under the conditions provided for by regulations.
Article 12 – Liability
The Seller is responsible for the proper performance of the obligations resulting from the contract under the conditions provided for by applicable regulations.
However, the Seller's liability cannot be invoked when the non-performance or improper performance of the contract is attributable to the Customer, to the unforeseeable and insurmountable act of a third party to the contract, or to a case of force majeure as defined by French regulations and jurisprudence.
In particular, the Seller cannot be held responsible for consequences resulting from erroneous or incomplete information provided by the Customer when this prevents the proper execution of the order or delivery.
No provision of these GTC is intended or has the effect of limiting the mandatory rights from which the consumer benefits.
Article 13 – Personal data
As part of order management and customer relations, BISCUITERIE LA MÈRE POULARD processes personal data.
The methods of collection and processing of personal data, as well as the rights of the Customer, are described in the Privacy Policy, accessible at any time from the Site.
Information relating to the use of cookies and other trackers can be found in the Cookie Management Policy, also accessible from the Site.
Article 14 – Complaints
For any questions or complaints concerning an order, the Customer can contact: BISCUITERIE LA MÈRE POULARD – Customer Service. Phone: 02 99 18 48 50. E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr. Postal address: BISCUITERIE LA MÈRE POULARD – Customer Service, ZA du Coglais, 35460 Maen Roch – France.
The Customer is invited to indicate their order number and provide any useful information allowing their request to be processed.
Article 15 – Consumer mediation
In accordance with the provisions of the Consumer Code relating to the amicable settlement of disputes, the consumer Customer has the right to free recourse to a consumer mediator for the amicable resolution of a dispute with the Seller, when their prior complaint to the Seller has not resolved the dispute.
The mediator for BISCUITERIE LA MÈRE POULARD is: Association AMBO – Médiation de la consommation, Maison des Associations Jean Le Coutaller, 5 place Louis Bonneaud, 56100 Lorient – France.
The Customer may refer the matter to the mediator in accordance with the procedures indicated by the mediator. Mediation is not a mandatory prerequisite for the consumer to take legal action.
Article 16 – Objection to telephone solicitation
In accordance with the provisions of the Consumer Code, consumers who do not wish to be subject to commercial prospecting by telephone can register free of charge on the Bloctel anti-solicitation list, in accordance with the procedures provided for by the regulations in force.
Article 17 – Archiving and proof
The computerized registers kept in the Seller's and its service providers' computer systems under reasonable security conditions may be used as proof of communications, orders, payments, and transactions between the parties, subject to the applicable legal provisions.
When required by regulation, contracts concluded electronically for an amount equal to or greater than the regulatory threshold are kept for the period provided by law to ensure Client access.
Article 18 – Intellectual property
All elements composing the Site, including texts, photographs, illustrations, graphic elements, logos, distinctive signs, videos, sounds, and technical elements, are protected by the applicable intellectual property provisions.
Any reproduction, representation, adaptation, exploitation, or use of all or part of the Site without prior authorization from the rights holder concerned is prohibited, except in cases expressly authorized by law.
Article 19 – Force majeure
Neither party may be held liable for a failure to fulfill its obligations when this results from an event meeting the conditions of force majeure within the meaning of Article 1218 of the Civil Code and applicable case law.
The party concerned shall inform the other party as soon as possible when the force majeure event affects the performance of the contract.
The consequences of this event on the order are determined in accordance with the applicable legal provisions.
Article 20 – Modification of the General Terms and Conditions of Sale
The Seller may modify these GTCs in particular to take into account legislative, regulatory, technical, or commercial developments.
The GTCs applicable to an order are those accepted by the Client at the time of validating this order.
A subsequent modification of the GTCs does not apply retroactively to orders already concluded.
Article 21 – Partial nullity
If any provision of these GTCs were to be declared null, illegal, or unenforceable, the other provisions would remain applicable to the fullest extent permitted by law.
Article 22 – Applicable law and disputes
These GTCs and the contracts concluded on the Site are subject to French law.
When the Client resides in another State, this choice of law cannot, however, have the effect of depriving him of the protection afforded by the mandatory provisions of the applicable legislation in accordance with the rules of private international law.
In case of dispute, the Client is invited to contact customer service beforehand to seek an amicable solution.
In the absence of an amicable resolution, the Client may have recourse to the consumer mediation system mentioned in Article 15.
The Client retains in any event the right to refer the matter to the competent courts in accordance with the applicable legal rules.
APPENDIX – WITHDRAWAL FORM
This form must be completed and sent only if the Client wishes to withdraw from their order and if the right of withdrawal is applicable.
To the attention of:
BISCUITERIE LA MÈRE POULARD – Customer Service
ZA du Coglais
35460 Maen Roch – France
E-mail: biscuiterie.blmp@lamerepoulard-gourmet.fr
I hereby notify you of my withdrawal from the contract for the sale of the following product(s):
Product(s) concerned:
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Order number:
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Ordered on:
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Received on:
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Client's first and last name:
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Client's address:
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Email address used for the order:
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Date:
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Client's signature (only if the form is sent on paper):
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