I. Software delivery:
For any purchase of a dematerialized product, delivery is made only electronically (E-mail). You will receive confirmation of your purchase by e-mail immediately after validation with payment obligation. Your product is delivered by email within 12 hours once we receive confirmation of your payment from the bank.
II. Delivery of other products (physical products):
1- General
All our IT products stored in mainland France are generally shipped within 2 days after payment confirmation. They are shipped either via Colissimo or via Mondial Relay. The delivery method chosen may incur additional costs. Other products are shipped by a carrier freely chosen by our suppliers (if the product is in stock, the delivery time is estimated between 8 and 13 days otherwise it is estimated between 25 and 35 days). All products are shipped with tracking number, and delivered with or without signature. Regardless of the delivery method chosen (proposed or imposed depending on the item ordered and its storage location), we will send you a link to track your package online. For products whose delivery time would be between 8 and 13 days or between 25 and 35 days, Orapeco services carefully follow the shipping and tracking process until complete delivery to the address indicated by the customer.
Shipping costs include preparation and packaging costs as well as postage. Preparation costs are fixed, while transport costs vary depending on the total weight of the package. We recommend consolidating all of your items into one order. We cannot combine two orders placed separately because shipping charges apply to each order. Your package is shipped at your own risk once the package is delivered, any damage occurring during your handling is not covered. Particular attention is paid to fragile objects. The warranty of our carriers is valid until the product is returned in good condition to the address indicated and verified by the customer before signing the delivery note.
The box dimensions are appropriate and your items are properly protected.
2 - Delivery Conditions
Delivery takes effect at the time of collection of the products by the customer either in the warehouses of the company Orapeco, or in the Relay point chosen by the customer when placing the order, or at the delivery address given when ordering. (Mailboxed or delivered directly to the owner or his representative/Principal by the chosen carrier). The customer must inform the Orapeco company of the person appointed to collect or collect the package. This person must prove their identity and provide a collection order given by the customer. The customer must notify the carrier of the person authorized to collect their package.
3 - Delivery times
Delivery times are indicative. The liability of the company Orapeco cannot therefore be incurred in the event of non-compliance with these deadlines. Possible delays cannot under any circumstances justify a total or partial cancellation of an order or serve as support for any request for compensation, or for the application of late penalties by the customer. In particular, in the event of delay due to the carrier for whatever reason (absence on delivery, transport delay, package temporarily lost, etc.) the dispute must be settled directly, between the customer and the carrier.
In the event of delivery to the final customer or any other beneficiary, the customer mandates the company Orapeco to make delivery to its own customer or any other beneficiary (referred to as the final customer or final beneficiary), as such, it must provide the company Orapeco the exact and complete contact details of the end customer / final beneficiary, times, delivery conditions, name of the recipient, and all useful information for the smooth running of said delivery; The liability of Orapeco will not be incurred if the delivery complies with the order placed by its customer.
The products always travel at the exclusive risk of the recipient, except when the company is responsible for delivery or when the delivery is covered by the carrier guarantee.
4 - Receipt of goods – complaints
A. Package received check
Upon receipt of the products, the customer is required to check the completeness and conformity of his order, the number of packages, the contents of the packages, and the condition of the packaging. Any anomaly concerning delivery (missing product compared to the delivery note, damaged packaging, damage, broken products, etc.) must be noted by the customer in the form of clear, precise and complete handwritten reservations on the transport note, and this in the presence of the carrier. The customer and the carrier will date and sign the reservations issued. If the carrier refuses to sign the reservations, the customer must notify this in writing on the transport slip and must keep a copy of these reservations.
In accordance with article L133-3 of the commercial code, the customer must confirm by registered letter with acknowledgment of receipt any delivery anomalies within three days following delivery in order to confirm said complaints with the carrier. Any complaint relating to the equipment ordered and delivered must also be stipulated within 24 hours by registered letter with acknowledgment of receipt to the company Orapeco. If the customer refuses delivery of the products and has not reported any anomaly noted on the transport slip, this will be considered an abusive refusal. The Orapeco company reserves the right to claim compensation for costs incurred of at least 50 euros excluding tax.
B. Receipt of goods – details of claims on the specific case of damage to the product
Note that it often happens that the package upon delivery may present external damage or an anomaly on the packaging, and in certain rare cases manufacturing defects. To avoid a lot of exchanges and save our customers time and quickly find an amicable arrangement in the event of damage, we invite you not to accept any package with external damage or a very visible anomaly on the packaging. .
But if you nevertheless decide to accept the product, before removing it from the packaging, please take photos of the damaged packaging and you must indicate this on the delivery note or proof of delivery by indicating “PACKAGING IN POOR CONDITION ". This is essential for the agency to accept any claim. If this is necessary, you will need to open an after-sales incident within 48 hours of delivery.
If the carrier leaves your item in the mailbox in your absence or at a relay point, please take photos of the packaging without removing your product. This would allow us to identify the responsibility of the carrier in the event of physical damage to the product once you remove it from its packaging, and to believe in the good faith of your statements in possible claims for damage.
The customer has 2 days (48 hours) from delivery of their order to open a ticket with the subject "order received with visible damage".
After 48 hours after delivery, the carrier guarantee is obsolete, and the carrier's insurance automatically refuses any claim, because it considers that the damage did not occur during transport, but following misuse by the customer.
The customer is informed on the delivery note that he has 48 hours to file a complaint with you.
C. Claims for Damage to Your Product
For all complaints relating to damage to your product, here are the elements to send to us from your buyer area:
• Photo of the package from the outside from different perspectives, so we can see the box (IMPORTANT: if the box is damaged, please show it in the photo).
• Another photo showing the complete broken product
• Photo of the outer packaging in the package (bubble wrap included)
• Photo of the open box with the protections visible
• Photo of the attached carrier label
• Photos of the damage(s)
• Photo of the list of products with receipts
If the product does not correspond to your order:
• Photo of the delivered product.
• Photo of the manufacturer's label where we can read the EAN code of the incorrect product.
• Photo or scan of each page of the delivery slip that you received with the stamps from our quality department (you will find it in the box).
• Photo of the transport label.