Customer Service
Customer service reachable by email: contact@nutrimuscle.com
Phone number: +33 1 59 58 07 94
Or via the contact form on the website
1. Company Identification
Company N LAB – SAS - President / legal representative: Théo Copolata - Share capital: €13,256.22 - Registered office: 38 rue de Berri, 75008 Paris, France - RCS Paris: 845 402 494 - Intracommunity VAT number: FR01845402494 - Contact: contact@nutrimuscle.com | +33 1 59 58 07 94 - Website: www.nutrimuscle.com
2. Scope of Application
These GTC govern the sale of products offered on the website www.nutrimuscle.com (hereinafter the "Site") to any adult natural person (hereinafter the "Customer") acting for personal needs. They apply to all orders, including those benefiting from subscriptions, promotions, or loyalty programs.
in these GTC: N Lab = NLAB = Nutrimuscle
3. Acceptance of GTC
Placing an order implies full and unreserved acceptance of these GTC.
4. Products
The products offered are those appearing on the Site at the time of the order. Nutrimuscle reserves the right to modify the assortment according to availability, supplier constraints, or commercial decisions.
Product compositions may also change and are always in compliance with legislation and indications on the product label.
Specific information: allergens, health precautions, and usage recommendations are specified for each product.
5. Order
- The Customer places an order via the Site or by telephone in conjunction with customer service.
- The order is considered firm after validation and confirmation by Nutrimuscle.
- Nutrimuscle reserves the right to refuse or cancel any order in case of a previous dispute with the Customer.
- For subscriptions via the "Recharge" application integrated into the site, automatic renewal terms, cancellation, and product/delivery date modifications are specified during the order and in the following section:
Subscription General Terms and Conditions
- Eligible products: The subscription is only available for a selection of products, which Nutrimuscle reserves the right to modify.
- The subscription provides access to a discount that may change and may differ between different recurrences (deliveries), this is specified to the customer when subscribing to the products and any modification or cancellation of a subscription is communicated to the affected customers.
- Delivery: Delivery is free with the subscription. But this may change. In this case, customers will be informed.
- Commitment: The subscription is without commitment, you can unsubscribe at any time.
- Payment Management: Customer banking data is recorded and processed by the Recharge application, a specialized partner in recurring payment management. Nutrimuscle never stores its customers' banking data.
- The customer can manage their subscription, pause it, cancel it, or add products to their subscription by accessing the associated interface in their customer account.
6. Prices
- Prices are indicated in euros, including all taxes, excluding delivery charges.
- Nutrimuscle reserves the right to modify prices at any time. The applicable price is that displayed when the order is validated.
- In case of a manifest error in the displayed price of a product, NLAB reserves the right to cancel the order, even if it has been automatically confirmed. The customer will be informed as soon as possible and will not be debited or will be fully reimbursed if payment has already been made.
7. Payment
- Secure payment via Shopify Payments, PayPlug, or any other method offered on the Site.
- Order processing is carried out only after payment confirmation.
- Banking information is processed according to PCI DSS standards.
8. Delivery
8.1 Deadlines
Indicated during the order, maximum delivery 30 days after confirmation. Otherwise, a refund proposal will be sent to the customer.
8.2 Methods
- Home delivery or partner pickup point.
- Possibility of order tracking and email notification.
8.3 In-store / relay point pickup
- Confirmation by email, mandatory presentation with identity document.
8.4 Responsibility and insurance
- Products travel at the carrier's risk until delivery.
- In case of loss or damage, Nutrimuscle proceeds with compensation or replacement, depending on the customer's history and according to the conditions and information shared by the carrier. Nutrimuscle reserves the right to refuse a refund.
9. Nutrimuscle Loyalty Program = NM Club
A loyalty points and promotions program managed via the application / and partner Yotpo, specific conditions available on the dedicated page.
Membership Conditions
- Free membership: Membership in the Loyalty Program (named: "NM Club") is free and strictly personal.
- Eligibility: Only the Consumer customer adhering to the loyalty program can benefit from the advantages described below, excluding professional customers.
- Responsibility: The Consumer customer guarantees the accuracy of all information provided when creating the loyalty account and is solely responsible for any erroneous, incomplete or outdated information. Nutrimuscle reserves the right to request at any time documents justifying the identity of the person wishing to join the Loyalty Program.
Operation
- Earning points: For each eligible order on the Nutrimuscle website, the Consumer customer accumulates points that allow them to benefit from advantages. Points are accumulated from the creation of the loyalty account and are accessible in the Customer Account.
- Using points: Points are valid for a period of 6 months from their credit to the loyalty account. They can in no case be used as a means of payment and have no monetary value.
- Statuses: Reaching a higher status level requires achieving a specific points threshold. Each status grants distinct advantages. (see the NM Club page)
- Exchanging points: To exchange accumulated points, the NM Club subscriber customer is invited to access the space dedicated to the loyalty program where the store of available products is located. Each product has a point value. They can exchange their points for the product, service, or specific advantage.
- Exchange Conditions: It is imperative to have at least one paying product in the cart to be able to exchange points. In case of cancellation or refund of an order that was subject to a points exchange for products, the exchanged points will be reinstated.
- Nutrimuscle reserves the right to modify the NM Club loyalty program or discontinue it, without compensation for members.
- All information on the different statuses and advantages on the NM Club page
10. Right of Withdrawal
In accordance with Article L.221-18 of the Consumer Code, a period of 14 days from receipt.
Important points to note:
- Food supplements can only be returned if the security seals have not been removed, to guarantee their integrity and compliance with hygiene standards.
- Clothing must be returned in its original condition, unworn, with labels still attached, even if it has been tried on.
How to make your return?
Please return your order to the following address:
La Poste Metz PPDC
60 Route de Woippy
BP 62049
57050 METZ CEDEX 2
You can submit your request via our dedicated portal:
https://nutrimuscle.shipping-portal.com/rp/
The complete return processing can take up to three weeks. The refund will be made upon receipt and verification of the package by our factory in Belgium.
A refund notification will be sent to you by email once the package has been checked and validated by our logistics team.
We invite you to include your order invoice in your return package to facilitate processing.
For any additional information, you can also consult our FAQ dedicated to returns.
11. Guarantees
11.1 Legal guarantee of conformity
Articles L.217-4 et seq. of the Consumer Code. Request for repair, replacement, or refund in case of non-conformity.
11.2 Guarantee against hidden defects
Articles 1641 et seq. of the Civil Code. The Customer may request repair, replacement, or refund.
12. Liability
- Nutrimuscle disclaims responsibility in case of misuse, non-compliance with precautions, or force majeure.
- Limitations and exclusions of liability specified for indirect damages and data loss.
13. Intellectual Property
- All content on the Site protected by copyright, trademarks, and other intellectual property rights.
- Reproduction or use without authorization prohibited.
14. Complaints and Mediation
- Customer service contact: contact@nutrimuscle.com
- In case of an unresolved dispute, possibility of recourse to a consumer mediator in accordance with Articles L.616-1 et seq. of the Consumer Code.
15. Personal Data
- Processing in accordance with the Privacy Policy
- Providers: Shopify, Klaviyo, Yotpo, Recharge, PayPlug
- DPO contact: privacy@nutrimuscle.com
16. Modifications to the GTC
- Nutrimuscle may modify the GTC at any time. The new GTC apply as soon as they are published on the Site.
17. Applicable Law and Jurisdiction
- These GTC are subject to French law.
- In case of dispute, the Customer may have free recourse to mediation with [Name of approved e-commerce mediator: to be completed].
- In the absence of agreement, exclusive jurisdiction of French courts.
