General terms and conditions of sale

General terms and conditions of sale in force as of 10/10/2026.

This English translation is provided for convenience; in case of discrepancy, only the French version is authoritative.

• Article 1: Preamble
• Article 2: Cœur de Foyer's offers
• Article 3: The order
• Article 4: Payment of the price
• Article 5: Delivery
• Article 6: Receiving your order
• Article 7: General return arrangements
• Article 8: The right of withdrawal
• Article 9: Guarantees
• Article 10: Taxes and deliveries outside France
• Article 11: Liability, personal data and the environment
• Article 12: Complaints, mediation and disputes
• Annex 1: Withdrawal form
• Annex 2: French Civil Code, legal guarantee against hidden defects

Article 1: Preamble

1.1. The seller: how can you contact us?

The coeurdefoyer.fr website (“Cœur de Foyer”) is operated by THERMASSE, a SARL (limited liability company) with share capital of 15 000 €, whose registered office is at 44, rue du Sergent Stéphane Mazeau, 21320 Pouilly-en-Auxois, France, registered with the Dijon Trade and Companies Register (RCS) under number 528 048 069 (SIRET 528 048 069 00025, intra-Community VAT number FR68528048069).

Thermasse is the seller of the products purchased on coeurdefoyer.fr and the trader responsible for the legal guarantees described in Article 9. For any question, for tracking your order, for exercising your right of withdrawal or for making a claim under a guarantee:

• by telephone: 09 78 81 72 73 (standard-rate call), Monday to Friday from 8.30 am to 5.30 pm, except on Wednesday afternoons, and until 4.30 pm on Fridays;
• by email: info@coeurdefoyer.fr;
• from your customer account, which also gives access to the tracking of your orders;
• by post: Thermasse – Cœur de Foyer, 44, rue du Sergent Stéphane Mazeau, 21320 Pouilly-en-Auxois, France.

1.2. The information presented in the shop

The shop presents, in particular, the legal information identifying Thermasse, the essential characteristics of the products, their price inclusive of all taxes and the delivery charges, the arrangements for exercising the right of withdrawal and the period of validity of the offers.

1.3. Who do these terms apply to?

These general terms and conditions apply to sales concluded with consumers. Professional customers (installers, businesses) may benefit from specific terms by making themselves known to our team.

By placing your order, you declare that you have full legal capacity to enter into a commitment under these terms and conditions.

1.4. The general terms and conditions of sale: what do they define?

Any order placed on this website is subject to the general terms and conditions of sale in force on the date of the order, which you accept by confirming the order. They define the rights and obligations of the parties. You may download, save and print them at any time.

The contract of sale consists of these general terms and conditions and the summary of your order.

1.5. The languages of the contract

The contract may be concluded in French, English or Spanish. In the event of any discrepancy between the versions, the French version shall prevail.

1.6. Archiving of your order

Unless proven otherwise, our computer records, kept under reasonable security conditions, constitute proof of the communications, orders and payments made. For any order of 120 € or more, we keep the written record of it until delivery and then for ten years, and we give you access to it at any time on simple request (Article 1.1).

Article 2: Cœur de Foyer's offers

2.1. Product availability

Our product offers and our prices are valid for as long as they are visible on the website, while stocks last.

For products not stocked on our premises, our offers are valid subject to availability from our manufacturers. The availability information given at the time of ordering comes from our manufacturers: errors or changes may exceptionally occur.

If a product turns out to be unavailable after your order, we notify you by email as soon as we are informed of it. Unless you choose a replacement product, the order for the unavailable product is cancelled and you are refunded the sums paid within fourteen days at the latest.

2.2. Product identification

The photographs, texts, graphics and technical data sheets are for the most part taken from the manufacturers' documentation. The photographs are not contractual: only the items described on the product page are supplied.

If you are buying a product to match or combine it with a product you already own, let us know before ordering so that we can check compatibility.

2.3. Product conformity

The products offered are intended for the French market and comply with the rules applicable to them in France. The standards and markings specific to each product are shown on its product page or in its instructions.

Each product is delivered with its instructions in French, or these are provided to you in paper or digital form. For stoves and masonry products, the assembly and operating instructions form part of the product: read them before starting assembly.

2.4. The services offered in the shop

Some listings in the shop are services rather than products (for example cutting a product to your dimensions, designing a made-to-measure stove or a technical visit). Their content, their price and their specific conditions are set out on their listing. The right of withdrawal applicable to them is specified in Article 8.5.

Article 3: The order

3.1. The ordering steps

To order on coeurdefoyer.fr:

1. you add the chosen products to your basket;
2. you log in or create your customer account;
3. you enter or check your delivery and billing addresses;
4. you choose the delivery method from those offered for your address, with their price;
5. you choose your payment method;
6. you check the summary of your order (products, quantities, prices, delivery charges, total including taxes): until you confirm the order, you may go back to the previous steps at any time to correct an input error or change your basket;
7. you accept these general terms and conditions and confirm the order using the confirmation button: this confirmation constitutes an order with an obligation to pay.

We then send you a confirmation of your order by email. These general terms and conditions, which include the withdrawal form (Annex 1), remain available for consultation and download on the website at any time.

3.2. The information to be provided

Check the accuracy of the information you provide to us, in particular the delivery address. If an input error on your part results in the goods having to be re-sent, the costs of re-sending them are payable by you.

3.3. Anti-fraud checks

To ensure the security of transactions, we carry out checks on orders. In this context, we may ask you by email for proof of identity and proof of address. The delivery period then runs from receipt of these documents.

Failing such documents, or if the documents received do not make it possible to verify the identity of the person placing the order or their address, we may cancel the order and refund the sums paid, or offer you another payment method.

3.4. Refusal of an order

We may refuse an order only for a legitimate reason, in particular an abnormal order, a payment dispute in progress on a previous order or a delivery address that our carriers do not serve.

Article 4: Payment of the price

4.1. Payment methods

The payment methods available are indicated at the start of the order process and when the order is confirmed:

• bank card (CB, Visa, Mastercard), on the secure payment page of our bank (Up2pay e-Transactions, Crédit Agricole);
• bank transfer;
• cheque;
• cash, only for collection from our workshop in Pouilly-en-Auxois, within the limits set by the regulations.

The bank details for payment by transfer and the address for sending cheques are given on the “Secure payment” page and in the order confirmation email. An order paid by transfer or by cheque is processed upon receipt of payment.

4.2. Security of online payment

By confirming your order, you warrant that you hold the necessary authorisations to use the chosen payment method.

Your card details are entered directly on our bank's secure page and transmitted in encrypted form: we never have access to them and do not store them.

4.3. Payment in full

The price is payable in full when you order. The sums paid do not constitute a deposit (arrhes).

Any sum remaining unpaid on its due date bears interest at the statutory rate from the date of formal notice.

4.4. Retention of title

The products remain our property until the price has been paid in full. The risks of loss or damage pass to you when you, or a third party designated by you, take physical possession of the products (Article 5.3).

We may refuse to deliver an order for as long as a previous order has not been paid.

Article 5: Delivery

5.1. Delivery methods

The products are delivered to the address given when ordering. Depending on the weight and volume of the products and on your address, the available delivery methods (parcel, pick-up point, freight service, pallet, collection from our workshop by appointment) and their price are presented to you before you confirm the order.

The delivery countries are those offered when ordering.

5.2. Delivery times

The delivery date or period is indicated to you before you confirm the order, according to the delivery method chosen. Failing any such indication, we deliver no later than thirty days after the order.

An order paid by cheque or by transfer is only prepared upon receipt of payment: the delivery period runs from that date.

5.3. Transport is at our risk

The products travel at our risk until you, or a third party designated by you, take physical possession of them. If you entrust collection to a carrier you have chosen yourself, the risks pass to you when the product is handed over to that carrier.

5.4. Delayed or lost parcel

If your order has not arrived by the date indicated, contact us (Article 1.1): we open an investigation with the carrier; this is our task and you do not have to carry it out. If the parcel is found, it is forwarded to you as quickly as possible; if it is lost, we send you the products again at our expense or, at your choice, refund you.

If delivery does not take place on the agreed date or within the agreed period, you may:

• suspend payment of all or part of the price until delivery;
• terminate the contract in writing if, after giving us formal notice to deliver within a reasonable additional period, delivery has not taken place within that period; you may terminate it immediately if we refuse to deliver, if it is clear that we will not deliver, or if the delivery date was an essential condition of the contract for you.

In the event of termination, we refund all the sums paid no later than fourteen days after the date on which the contract was terminated.

5.5. Parcel received twice

If, after a replacement product has been sent or a refund has been made, you eventually receive the original parcel, we ask you to return it to us within twelve days using the prepaid return label that we send you. If you prefer to keep it, or if you do not return it, the product is invoiced to you as a new purchase.

Article 6: Receiving your order

6.1. Checking the delivery in the presence of the delivery driver

On delivery, check, or have the person receiving the parcel check, the apparent condition of the products in the presence of the delivery driver, in particular for pallets: film and strapping intact, broken items, products missing compared with the delivery note.

If there is an apparent anomaly, we recommend that you:

• write precise reservations on the delivery driver's note (for example “3 broken bricks, pallet corner crushed”; the wording “subject to unpacking” is too vague), signed by the delivery driver;
• photograph the parcel or pallet and the damage, from all sides;
• notify us within three working days, by email, by telephone or from your customer account: this period allows us to take action against the carrier, which is our service provider;
• keep the products, instructions and packaging in the condition in which you received them.

You may also refuse the parcel or pallet by stating the reason to the delivery driver.

These recommendations serve to establish the facts. They are not a condition of either your legal guarantees or your right of withdrawal, and the absence of reservations on delivery does not release us from the guarantee of conformity.

6.2. Parcel delivered without your signature and not received

If a parcel is declared delivered when you have not received it, let us know as quickly as possible so that the investigation with the carrier is reliable. If the products are not found, we send them to you again at our expense or, at your choice, refund you.

6.3. Parcel received in error

If you receive a parcel that was not intended for you, do not open it and let us know: we arrange and pay for its return. A product received without being owed must be returned (French Civil Code, Articles 1302 and 1302-1); if it is not returned, its price may be claimed from you.

Article 7: General return arrangements

7.1. The return number

Before any return, contact us (Article 1.1) stating your order number and the reason for the return: we give you a return number and the shipping address. The cost of the return depends on its reason:

• transport damage, delivery error or lack of conformity: the return is arranged and paid for by us (Articles 7.4 and 9.3);
• withdrawal, or a return on your initiative without any defect in the product: the cost of sending it back is borne by you. At your request, we can arrange it for you by providing you with a shipping label; its cost is then deducted from your refund (Article 8).

7.2. A complete and protected return

Return the products complete (accessories, instructions), protected by packaging suitable for transport, preferably the original packaging with additional outer packaging, together with your return number.

In the event of withdrawal, you remain liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning: a product that is incomplete, damaged, assembled or built into masonry may be subject to a reduction corresponding to that diminished value, which we justify to you.

In the case of a legal guarantee, the absence of the original packaging does not deprive you of any right.

7.3. Insuring a return at your expense

When the return is at your expense, we advise you to declare the value of the product to the carrier and to insure it up to that value: otherwise, the carrier only compensates loss or damage up to the limits of its standard compensation scale.

7.4. Delivery error, transport damage or apparent defect: the return is at our expense

Upon your reasoned request, we assign you a return number and send you a prepaid label, or we arrange for the product to be collected from your home, depending on its mode of transport. The replacement product is sent to you at our expense.

Article 8: The right of withdrawal

8.1. The period

You have fourteen days to withdraw, without having to give any reason. The period runs from the day on which you, or a third party other than the carrier designated by you, take physical possession of the product; for an order delivered in several instalments, from receipt of the last product. If it expires on a Saturday, a Sunday or a public holiday, it is extended until the next working day.

8.2. How to withdraw

Before the period expires, inform us of your decision by sending us the withdrawal form (Annex 1) or any other unequivocal statement, by email to info@coeurdefoyer.fr or by post (Article 1.1). We send you an acknowledgement of receipt by email without delay, with a return number.

You can also exercise your right of withdrawal online at coeurdefoyer.fr/en/renoncer-au-contrat, the page opened by the “Withdraw from contract here” link at the bottom of every page of the shop, in your customer account and in your order confirmation email. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.

8.3. Returning the product

You send the product back to us no later than fourteen days after communicating your decision to us, under the conditions of Article 7.2.

The direct costs of returning the product are borne by you. Products delivered on a pallet or too heavy to be returned by post (stoves in kit form, materials) cannot normally be returned by post: the cost of returning them is estimated at a maximum of approximately the delivery price paid for your order, plus 20%. At your request, we can arrange this return for you; its cost is then deducted from your refund.

8.4. The refund

We refund all the sums paid, including the initial delivery charges, no later than fourteen days from the day on which we are informed of your decision. We may withhold this refund until we have received the product or until you have supplied proof of having sent it, whichever is the earlier.

If you expressly chose a more expensive delivery method than the standard delivery method we offered, the additional cost is not refunded to you.

The refund is made using the same means of payment as that used for the order, unless you expressly agree to another means, at no cost to you. An exchange or a credit note is offered to you only at your request.

Where applicable, the cost of the return arranged by us at your request (Article 8.3) and the reduction for diminished value (Article 7.2) are deducted.

8.5. The exceptions

The right of withdrawal does not apply to:

• products made to your specifications or clearly personalised, in particular products cut to your dimensions; such products are identified as such on their product page or on your quotation before the order;
• services (design, technical visit, cutting) fully performed before the end of the withdrawal period, where performance began with your prior express consent and you acknowledged that you would lose your right of withdrawal once the service had been fully performed.

For a service, the fourteen-day withdrawal period runs from the conclusion of the contract.

8.6. Failure to provide information

If the information on the right of withdrawal has not been provided to you, the withdrawal period is extended by twelve months.

Article 9: Guarantees

9.1. Your guarantees

Any product purchased on coeurdefoyer.fr benefits, regardless of any manufacturer's guarantee, from the legal guarantee of conformity (French Consumer Code (Code de la consommation), Articles L. 217-1 to L. 217-32) and the legal guarantee against hidden defects (French Civil Code, Articles 1641 to 1649). The trader responsible for these guarantees is Thermasse, the seller (Article 1.1).

Certain products also benefit from a commercial guarantee from the manufacturer (Article 9.4), which is in addition to the legal guarantees and does not reduce them.

9.2. Legal guarantee of conformity and legal guarantee against hidden defects

9.3. Implementing the legal guarantees

• Request: in writing (email, customer account or post, Article 1.1), with your order number, a description of the defect and photographs. We acknowledge receipt of your request.
• Return or intervention: if the product can be returned by post without major inconvenience or costs disproportionate to its value, we tell you how to send it and we bear the cost of returning it. Otherwise, the product is brought into conformity on site or through a collection that we arrange: you do not have to arrange or pay for any transport.
• Solution: repair or replacement free of charge within thirty days of your request; failing that, a price reduction or a full refund upon return of the product, under the conditions set out in the box above. Any refund is made no later than fourteen days after receipt of the product or of proof of its dispatch.
• If no covered defect is established: we inform you of this in writing, with reasons. A repair is only charged to you on the basis of a quotation accepted before it is carried out.

9.4. Manufacturers' commercial guarantees

Certain products benefit from a commercial guarantee from their manufacturer, under the manufacturer's conditions, as indicated on the product page or in its instructions. These commercial guarantees are in addition to the legal guarantees throughout their duration and do not replace them. Keep your invoice: it is required for any claim under a guarantee.

9.5. What the guarantees do not cover

Where it is established that the problem results from them, the following are not covered by the guarantees: normal wear of wearing parts (seals, grates, glass panels cracked by an impact…); damage due to assembly not in accordance with the instructions, use contrary to the instructions (in particular overheating), insufficient drying before first firing, an impact, modification of the product or a non-compliant repair; characteristics inherent in natural materials announced before purchase on the product page or in its instructions (variations in shade, slight variations in dimensions).

Article 10: Taxes and deliveries outside France

10.1. VAT

Prices are shown inclusive of all taxes (TTC). The price displayed on the product pages is calculated with French VAT. For delivery to another Member State of the European Union, the VAT of the country of delivery applies: the final amount is indicated to you in the order summary, before you confirm the order.

A business customer established in another Member State of the European Union and holding a valid intra-Community VAT number entered in its address is invoiced exclusive of VAT.

10.2. Deliveries outside the European Union

Orders delivered outside the European Union are invoiced without French VAT. You are the importer of the products: the customs duties, taxes and import formalities of the country of delivery are your responsibility.

10.3. Use of the products outside France

The products are intended for the French market. If you have them delivered to or use them in another country, it is your responsibility to check with the local authorities the conditions for their import and use.

Article 11: Liability, personal data and the environment

11.1. Force majeure

Neither party is liable for a failure caused by an event of force majeure within the meaning of Article 1218 of the French Civil Code. The parties shall then consult each other to examine the consequences of the event on the performance of the order.

11.2. Your customer account

Your username and password are personal and confidential. Do not disclose them to anyone.

11.3. Personal data

Thermasse processes your personal data to manage your orders, delivery and after-sales service and, if you have agreed to this, to send you its offers. Details of the processing, its recipients, the retention periods and your rights (access, rectification, erasure, restriction, objection, portability, complaint to the CNIL) are set out in our privacy policy. To exercise your rights: info@coeurdefoyer.fr or by post (Article 1.1).

Telephone canvassing of a consumer without their prior consent is prohibited. The telephone number you give us when ordering is used to perform the order (delivery, tracking): we do not use it to call you for commercial purposes without your prior consent.

11.4. Used electrical appliances

Electrical and electronic appliances must not be disposed of with household waste: take them to a separate collection point (recycling centre, take-back point).

When you buy a new electrical appliance in the shop, we take back your used appliance of the same type free of charge, up to the quantity purchased. You can drop it off at our workshop in Pouilly-en-Auxois, by appointment on 09 78 81 72 73, or send it to us at the address given in Article 1.1; the shipping costs remain payable by you.

11.5. Applicable law

These terms and conditions are governed by French law. If you habitually reside in another State of the European Union, this choice does not deprive you of the protection afforded to you by the mandatory provisions of the law of your country of residence.

11.6. Scope of these terms and conditions

If one or more clauses of these terms and conditions are declared invalid pursuant to a law, a regulation or a final court decision, the other clauses shall retain their full force and effect.

Article 12: Complaints, mediation and disputes

12.1. Complaints

For any complaint, write to us (Article 1.1): we acknowledge receipt and reply to you in writing.

12.2. Consumer mediation: a free remedy

If your written complaint to our customer service has not been resolved, you may refer the matter free of charge to the consumer mediator to which we are subject:

CM2C — Centre de la médiation de la consommation de conciliateurs de justice (Consumer Mediation Centre of Court Conciliators)
49, rue de Ponthieu, 75008 Paris
Website: www.cm2c.net

To refer a matter to the mediator, submit your dispute on its website, stating our SIRET number: 528 048 069 00025.

The mediator can only examine your request if:

• you first tried to resolve the dispute directly with us by means of a written complaint;
• you refer the matter to the mediator within one year of that complaint;
• your request is not manifestly unfounded or abusive;
• the dispute has not already been examined, and is not being examined, by another mediator or by a court.

12.3. Competent courts

Failing an amicable agreement, you may bring proceedings, at your choice, before any of the courts having territorial jurisdiction under the French Code of Civil Procedure, or before the court for the place where you resided at the time the contract was concluded or the harmful event occurred. If you reside in another State of the European Union, you may also bring proceedings before the courts of your country of residence.

Annex 1: Withdrawal form

Annex 2: French Civil Code, legal guarantee against hidden defects

Article 1641
The seller is bound by the guarantee in respect of the hidden defects of the thing sold which render it unfit for the use for which it is intended, or which so diminish that use that the buyer would not have acquired it, or would have paid only a lower price for it, had he known of them.

Article 1642
The seller is not liable for defects which are apparent and of which the buyer could have satisfied himself.

Article 1643
He is liable for hidden defects, even if he was not aware of them, unless, in that case, he has stipulated that he will not be bound by any guarantee.

Article 1644
In the cases of Articles 1641 and 1643, the buyer may choose either to return the thing and have the price refunded, or to keep the thing and have part of the price refunded.

Article 1645
If the seller knew of the defects of the thing, he is liable, in addition to the refund of the price he received for it, for all damages towards the buyer.

Article 1646
If the seller was unaware of the defects of the thing, he shall only be bound to refund the price and to reimburse the purchaser for the costs occasioned by the sale.

Article 1647
If the thing which had defects has perished as a result of its poor quality, the loss falls on the seller, who shall be bound towards the buyer to refund the price and to provide the other compensation explained in the two preceding articles.
But a loss occurring by fortuitous event shall be borne by the buyer.

Article 1648
The action resulting from redhibitory defects must be brought by the purchaser within two years of the discovery of the defect.
In the case provided for by Article 1642-1, the action must be brought, on pain of being time-barred, within the year following the date on which the seller may be released from liability for apparent defects or apparent lack of conformity.

Article 1649
It does not apply to sales made by order of the court.