General Terms and Conditions of Sale (GTC)

These General Terms and Conditions of Sale ("GTC") govern all purchases made on the Ella-Extension website. By placing an order, you acknowledge that you have read, understood, and accepted these terms in their entirety. These GTC apply to all customers, whether private individuals or professionals, purchasing products from Ella-Extension.

1. Company Information

Company Name: Ella-Extension Customer Support Email: serviceclient-ellaextension@gmx.fr Nature of Business: Online retail of hair extensions and related accessories

2. Scope and Acceptance

These GTC apply exclusively to all orders placed through the Ella-Extension website. Ella-Extension reserves the right to modify these GTC at any time. The applicable version is the one in force at the time the order is placed. Any order placed constitutes full and unconditional acceptance of these GTC.

If any provision of these GTC is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

3. Products

3.1 Product Descriptions

Ella-Extension makes every effort to ensure that product descriptions, photographs, and technical specifications displayed on the website are as accurate as possible. However, slight variations in color may occur depending on your screen settings and cannot be considered grounds for a claim.

3.2 Product Availability

All products are offered subject to availability. In the event that a product is unavailable after an order has been placed, Ella-Extension will notify the customer by email as soon as possible and offer either a substitute product of equivalent quality and price, a store credit, or a full refund.

3.3 Custom and Personalized Orders

Certain products may be made to order or customized (e.g., specific color matches, bespoke lengths). These products are non-returnable and non-refundable once production has begun, as stated in our Return & Refund Policy.

4. Pricing

4.1 Applicable Prices

All prices displayed on the Ella-Extension website are shown in Euros (€) and are inclusive of all applicable taxes (VAT included where applicable). Ella-Extension reserves the right to modify prices at any time without prior notice. However, products will be invoiced at the price in effect at the time the order is confirmed.

4.2 Promotional Prices

Promotional prices are valid only during the specified promotional period and within the limits of available stock. They cannot be applied retroactively to orders already placed.

4.3 Shipping Costs

Shipping costs are calculated at checkout and displayed before the order is confirmed. They vary depending on the destination, the total weight of the order, and the shipping method selected.

5. Ordering Process

5.1 Placing an Order

To place an order on the Ella-Extension website, the customer must:

Browse the product catalog and select the desired item(s).
Add the selected item(s) to the shopping cart.
Proceed to checkout and provide accurate shipping and billing information.
Select a payment method and complete the transaction.
Receive an order confirmation email summarizing the details of the purchase.

5.2 Order Confirmation

The order confirmation email constitutes Ella-Extension's acceptance of the customer's order and forms a binding sales contract between the two parties. Ella-Extension reserves the right to cancel or refuse any order in cases of suspected fraud, payment failure, stock unavailability, or any other legitimate reason.

5.3 Order Modifications

Once an order has been placed and confirmed, modifications (such as changes to the delivery address, product selection, or quantity) may only be made if the order has not yet been processed for shipment. To request a modification, the customer must contact serviceclient-ellaextension@gmx.fr as soon as possible.

6. Payment

6.1 Accepted Payment Methods

Ella-Extension accepts the following payment methods:

Credit and debit cards (Visa, Mastercard, American Express)
PayPal
Any other payment method displayed at checkout

6.2 Payment Security

All payments are processed through secure, encrypted payment gateways. Ella-Extension does not store any payment card data on its servers. In the event of fraudulent use of a payment method, the customer is advised to immediately contact their bank or payment provider.

6.3 Payment at Time of Order

Full payment is required at the time the order is placed. Orders will not be processed or dispatched until payment has been received and confirmed. In the event of payment failure or rejection, the order will be automatically cancelled.

7. Shipping and Delivery

7.1 Shipping Destinations

Ella-Extension ships both domestically within France and internationally. Available shipping destinations are displayed at checkout.

7.2 Delivery Timeframes

Ella-Extension processes orders within 1–2 business days of payment confirmation. Once dispatched, estimated delivery times are as follows:

Standard delivery: 5 to 7 business days from the date of dispatch.

Please note that these timeframes are estimates and may vary due to factors beyond Ella-Extension's control, including carrier delays, customs processing for international orders, public holidays, and adverse weather conditions. Ella-Extension cannot be held liable for delays attributable to third-party carriers.

7.3 Shipping Address

The customer is solely responsible for providing an accurate and complete delivery address at the time of ordering. Ella-Extension cannot be held responsible for non-delivery or misdelivery resulting from an incorrect or incomplete address provided by the customer. In such cases, any additional shipping costs incurred for re-delivery will be charged to the customer.

7.4 Tracking

Where available, a tracking number will be provided by email once the order has been dispatched. It is the customer's responsibility to monitor the shipment and report any anomalies to the carrier and to Ella-Extension promptly.

7.5 Failed Delivery and Unclaimed Packages

If a package is returned to Ella-Extension due to failed delivery attempts, an incorrect address, or because the customer failed to collect the parcel within the carrier's holding period, the customer will be responsible for the cost of re-shipment. If the customer does not wish for the package to be re-sent, a refund will be issued minus the original and return shipping costs.

8. Right of Withdrawal

In accordance with applicable consumer protection legislation, customers who qualify as consumers (non-professional purchasers) have the right to withdraw from their purchase within 14 days of receiving their order, without providing any reason, subject to the following conditions:

The item must be in its original, unused, unworn, and unaltered condition.
The item must be returned in its original packaging with all tags and accessories.
The withdrawal must be communicated to Ella-Extension by email at serviceclient-ellaextension@gmx.fr before the 14-day period expires.

Please note that the right of withdrawal does not apply to custom-made, personalized, or hygiene-sensitive products that have been unsealed or used after delivery. For full details, please refer to our Return & Refund Policy.

9. Warranties

9.1 Legal Conformity Warranty

All products sold by Ella-Extension are covered by the legal warranty of conformity as provided under applicable consumer law. In the event that a product is found to be non-conforming upon delivery, the customer must notify Ella-Extension within 7 days of receipt by contacting serviceclient-ellaextension@gmx.fr with a description of the defect and supporting photographs.

9.2 Hidden Defects

Ella-Extension's products are also covered by the warranty against hidden defects. If a hidden defect is discovered after use, the customer must contact Ella-Extension promptly. Ella-Extension will assess the claim and, where applicable, offer a replacement, repair, or refund at its discretion.

9.3 Warranty Exclusions

Warranties do not cover:

Damage resulting from improper use, negligence, or failure to follow care instructions.
Normal wear and tear.
Damage caused by heat tools, chemical treatments, or dyeing carried out by the customer.
Products that have been altered or repaired by a third party.

10. Limitation of Liability

Ella-Extension's liability is strictly limited to the value of the order placed by the customer. Ella-Extension cannot be held liable for any indirect, incidental, or consequential damages arising from the use or inability to use the products, including but not limited to loss of income, loss of data, or any other indirect loss.

Ella-Extension makes no warranty that its website will be available without interruption, error-free, or free from viruses or other harmful components. The customer is responsible for implementing appropriate measures to protect their own data and devices.

11. Intellectual Property

All content published on the Ella-Extension website, including but not limited to text, photographs, graphics, logos, videos, and product descriptions, is the exclusive property of Ella-Extension and is protected by applicable intellectual property laws. Any reproduction, distribution, modification, or use of this content without the prior written consent of Ella-Extension is strictly prohibited and may result in legal action.

12. Personal Data and Privacy

Ella-Extension collects and processes personal data provided by customers solely for the purpose of processing orders, managing customer relationships, and, where applicable, sending promotional communications to customers who have opted in. Personal data is never sold or transferred to third parties, except where required for order fulfillment (e.g., carriers, payment processors).

Customers have the right to access, rectify, delete, and object to the processing of their personal data at any time by contacting serviceclient-ellaextension@gmx.fr.

13. Applicable Law and Dispute Resolution

These GTC are governed by French law. In the event of a dispute arising from the interpretation or execution of these GTC, the parties agree to seek an amicable resolution in the first instance. If no amicable resolution can be reached, the dispute shall be submitted to the competent courts of France.

Consumers within the European Union also have the right to submit a complaint to an approved consumer mediation body or to use the European Online Dispute Resolution (ODR) platform, accessible at: https://ec.europa.eu/consumers/odr

14. Contact

For any questions, complaints, or requests relating to these General Terms and Conditions of Sale, please contact our customer service team:

Company Name: Ella-Extension Email: serviceclient-ellaextension@gmx.fr Response Time: 3–5 business days

Ella-Extension reserves the right to update or modify these General Terms and Conditions of Sale at any time. The version applicable to any given order is the version published on the website at the time the order is placed.