Terms of sale
The website accessible at https://www.trilobe.com (the “Site”) is an e-commerce platform published, developed and operated by TRILOBE WATCHES, a French simplified joint-stock company (société par actions simplifiée) with a share capital of €149,705.60, whose registered office is located at 32 avenue de l’Opéra, 75002 Paris, France, registered with the Paris Trade and Companies Register under number 827 588 070 (hereinafter “Trilobe”, “we”, “us” or “our”).
These Terms and Conditions of Sale (the “Terms”) govern all sales of products and, where applicable, services offered by Trilobe through the Site or through any other sales channel made available by Trilobe (the “Sales Channels”). These Terms constitute a contract between Trilobe and any natural person acting as an end consumer for personal, non-professional purposes (the “Customer”, “you” or “your”).
Purchases made for professional purposes, resale, distribution or any other commercial activity are strictly prohibited. Any person who does not meet the definition of Customer is invited to contact Trilobe at cercle@trilobe.com for information regarding our selective distribution network.
By placing an order on the Site or through any other means offered by Trilobe, you acknowledge that you have read and unconditionally accept these Terms. These Terms apply in addition to Trilobe’s Legal Notice and Privacy Policy. Trilobe reserves the right to amend these Terms at any time. The applicable Terms are those in force on the date your order is placed.
If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions shall remain in full force and effect. Trilobe’s failure at any time to enforce any provision of these Terms shall not be construed as a waiver of its right to enforce such provision at a later date. These Terms, together with any document expressly referred to herein, constitute the entire agreement between you and Trilobe concerning the sale of the relevant products and services. The contract is concluded between you and Trilobe. No third party may enforce any of its provisions, subject to the rights of a gift recipient under the applicable commercial warranty.
For any questions regarding these Terms, an order or our products, you may contact:
TRILOBE WATCHES SAS
32 avenue de l’Opéra
75002 Paris, France
Tel: +33 (0)1 40 54 75 98
Email: cercle@trilobe.com
UPDATES TO THE TERMS AND CONDITIONS OF SALE
We may amend these Terms at any time. The version in force is the version published on the Site on the date of your order. Any new version shall take effect upon publication online and shall apply only to orders placed from that date onwards. Any amendment made after your order has been placed shall have no effect on your order unless required by applicable law.
PRODUCT DESCRIPTIONS
Trilobe makes every effort to describe and present its products as accurately as possible. However, despite the care taken with descriptions, photographs, dimensions, colours, technical specifications and other information displayed on the Site or provided by customer service, slight variations may occur, particularly due to technical display or manufacturing constraints. Such variations do not affect the product’s essential conformity with the order.
PERSONALISED PRODUCTS
Certain products may be personalised, including through engraving, adjustment or manufacture according to specific requirements. It is your responsibility to ensure that all information provided for this purpose is accurate and complete.
This applies in particular to watches from the Secret edition, whose starry dial is custom-made based on the location, date and time provided when placing the order.
Trilobe reserves the right to refuse any personalisation request containing unlawful, offensive or inappropriate content.
In accordance with Article L. 221-28 of the French Consumer Code, the right of withdrawal cannot be exercised in respect of products made to your specifications or clearly personalised, including engraved pieces, custom-made pieces or watches from the Secret edition. Such products therefore cannot be returned under the right of withdrawal.
This exclusion is without prejudice to any applicable statutory warranties.
PRODUCT AVAILABILITY AND QUANTITIES
All orders are subject to product availability and acceptance by Trilobe. The presence of a product on the Site does not guarantee its immediate availability. Adding an item to your shopping bag does not constitute a confirmed reservation. Availability is confirmed only when the order is accepted by Trilobe.
Quantity restrictions may apply to certain products. Trilobe reserves the right, at any time and without prior notice, to refuse any order exceeding a reasonable number of products or which is clearly inconsistent with a purchase for personal use.
ELIGIBILITY TO MAKE A PURCHASE
Orders may only be placed by natural persons who:
- have reached the legal age required to enter into a contract in their country of residence;
- have the legal capacity required to enter into a contract;
- use a delivery address located in a country served by Trilobe through its Sales Channels.
If you have not reached the required age or do not have the necessary legal capacity, a parent or legal representative must place the order on your behalf and accept these Terms.
By placing an order, you represent and warrant that you are acting as a bona fide end consumer, that you are purchasing the products for your personal use or that of a third party, and that you are not purchasing the products for resale, distribution or commercial purposes.
ORDER PROCESS
The order process generally comprises the following steps:
a) Product selection
After selecting a product, you may add it to your shopping bag. You may continue shopping and modify the contents of your shopping bag at any time before final confirmation.
b) Identification
You may proceed with your order either through your customer account or as a guest.
c) Order review
During the order process, you must provide and verify all requested information, including your contact details, delivery address, billing address, delivery method and payment information. Before confirming your order, you must carefully check that all information contained in the order summary is accurate.
d) Confirmation
The order is definitively submitted once you have expressly confirmed it and accepted these Terms.
When an order is placed by telephone or through customer service, a Trilobe advisor will assist you through these steps and obtain your confirmation.
Trilobe reserves the right to refuse, suspend or cancel any order for legitimate reasons, including in the event of a previous payment dispute, suspected fraud, an abnormal order or an order placed in bad faith, or a breach of these Terms.
CUSTOMER ACCOUNT AND CUSTOMER PROFILE
You may make purchases by creating a customer account or by placing an order as a guest.
Any order, including an order placed as a guest, automatically results in the creation of a customer profile in Shopify, which is necessary for processing and tracking the order. This profile does not constitute a customer account allowing you to log in to the Site.
You undertake to provide accurate, complete and up-to-date information.
PAYMENT
The payment methods accepted are those indicated during the order process on the Site or communicated by customer service. Depending on the payment method selected, Trilobe may request additional information or proof of identity.
Card payments are subject to validation and authorisation by the card issuer. If authorisation is declined, the order cannot be processed. Where applicable, you are responsible for contacting your bank directly.
You expressly authorise Trilobe to carry out any reasonable checks necessary for fraud prevention, payment security and identity verification. For this purpose, certain information may be shared with specialised third-party service providers.
a) Payment in full
Where payment is made by bank card or through an online payment platform, the corresponding amount may be charged as soon as the order is confirmed.
b) Deposit
Trilobe may offer the option of paying a deposit, particularly to reserve a piece. Unless otherwise stated, a deposit equal to 50% of the total price is payable when the order is placed, with the balance due before shipment or hand delivery of the watch. A deposit is mandatory for all personalised pieces.
PRICES, TAXES AND DELIVERY CHARGES
Unless otherwise stated, the prices displayed on the Site are expressed in the indicated currency and include the applicable French VAT where delivery takes place within the European Union, subject to applicable tax rules.
Prices do not include any taxes, customs duties, import charges or other fees that may apply in the destination country. Where applicable, such amounts remain your responsibility unless expressly stated otherwise.
The total amount applicable to your order, including, where applicable, VAT, delivery charges and any other applicable fees, will be communicated to you before final confirmation of the order.
Trilobe reserves the right to change its prices at any time. However, products are invoiced at the prices in force when the order is placed, subject to availability and acceptance.
Despite the care taken to keep the Site up to date, a pricing error may occasionally occur. If we discover that a product has been displayed at an incorrect price, we will inform you as soon as possible and, depending on the circumstances, offer you the option of confirming the order at the correct price or cancelling it. If we are unable to contact you, we may cancel the order and refund in full any amounts paid.
In certain cases and subject to certain conditions, Trilobe may offer a tax-free shopping or VAT refund mechanism. The applicable terms are set out in our Purchase Assistance (FAQ) section or may be provided by our customer service.
Unless otherwise stated, Trilobe covers the shipping costs associated with the delivery of products.
ORDER ACCEPTANCE
After placing your order, you will receive an acknowledgement by email summarising the essential details of your order and providing a reference number. This acknowledgement does not constitute final acceptance of your order. You are responsible for checking its contents without delay and notifying Trilobe of any error or inconsistency at cercle@trilobe.com.
Your order is only definitively accepted by Trilobe when the order confirmation is sent. This written confirmation forms the sales contract between you and Trilobe. Until this stage, Trilobe reserves the right not to accept your order, including for the reasons set out in these Terms.
INVOICING
An invoice is issued for each order. It is sent to you by email, generally in PDF format, to the email address provided when placing your order.
You are responsible for carefully checking the information provided when placing your order. Once the order has been confirmed, no changes can be made to the invoice and no new invoice can be issued, unless otherwise required by law.
SHIPPING AND DELIVERY
Trilobe only accepts orders for delivery to countries served at the time the order is placed. Certain addresses cannot be served, including PO boxes, poste restante services, Cedex addresses, collection points, military zones and certain restricted-access areas.
Showroom collection may be offered, subject to availability and in accordance with the arrangements specified by Trilobe. For certain limited editions or special pieces, hand delivery may be arranged as part of a dedicated event. In such cases, if you are unable to attend, shipment may only take place after the event, in accordance with the conditions specified when placing your order.
Unless otherwise stated, where an order contains several products, they will be delivered together once all products are available.
Trilobe makes all reasonable efforts to deliver products within the timeframes indicated when the order is placed. Delivery times are provided as estimates. Except in specific circumstances brought to your attention, delivery shall take place no later than thirty (30) days from written confirmation of shipment.
In the event of a delay caused by circumstances beyond our control, we will inform you as soon as possible and take reasonable steps to minimise its consequences.
If delivery does not take place within the stated timeframe or, in the absence of such timeframe, within thirty (30) days from confirmation of shipment, you may request cancellation of the relevant order and obtain a refund of the amounts paid for products not received, in accordance with applicable law.
Delivery is deemed to have taken place upon handover of the product and the handwritten or electronic signature of the recipient or any person present at the specified address. Risk passes upon delivery.
If you have designated a third party as the recipient, the signature of that third party or any person present at the delivery address constitutes proof of delivery and transfer of risk.
For certain orders, Trilobe reserves the right to request identity verification upon delivery.
COMPLIMENTARY SERVICES
Trilobe may offer certain complimentary services depending on the product and subject to availability.
Gift Box and Presentation
Orders may be shipped in a Trilobe presentation box, together with Trilobe packaging and a shopping bag, where applicable.
Bracelet Adjustment
For models fitted with a metal bracelet, you may provide your wrist measurement after your order has been confirmed so that the bracelet can be adjusted accordingly. Any bracelet personalisation carried out at the time of the order may prevent a subsequent exchange.
Personalised Message
Where this option is available, you may include a personalised message printed on a card enclosed with your order. Trilobe reserves the right to refuse any message it considers inappropriate, unlawful or inconsistent with its image.
RIGHT OF WITHDRAWAL
In accordance with applicable consumer law, you have a right of withdrawal for a period of fourteen (14) days from the day on which you, or a third party designated by you other than the carrier, take physical possession of the product.
To exercise this right, you must notify Trilobe of your decision to withdraw by means of an unambiguous statement sent by post or email to cercle@trilobe.com. You may use the model withdrawal form below, although this is not mandatory.
The right of withdrawal does not apply to personalised products or products made to your specifications, in accordance with applicable legal provisions.
MODEL WITHDRAWAL FORM
For the attention of:
Trilobe – Customer Relations Centre
32 avenue de l’Opéra
75002 Paris, France
Email: cercle@trilobe.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Product ordered:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
Date:
RETURNS AND EXCHANGES
General Terms
Products purchased from Trilobe through the Site, showroom, customer service or any other Sales Channel may only be returned to the return address specified by Trilobe. To initiate a return, you must contact our customer service team, who will provide you with the applicable procedure.
Return Process
The return process generally includes the following steps: contacting customer service; arranging collection with our logistics partner where applicable; receiving and completing a return form; packaging the product together with all accessories, documents, protective elements, any complimentary items and the original packaging; and handing the parcel to the carrier or dropping it off in accordance with the instructions provided.
You must retain proof of shipment or handover of the parcel. Trilobe shall not be held liable in the event of loss or where proof of shipment cannot be provided.
Conditions for Accepting Returns
Products must be returned in new, intact, unworn, unused and unaltered condition and accompanied by their original box and packaging, all accessories, warranty card, user manual, documents provided at the time of purchase and, where applicable, any gifts or complimentary items.
Products showing signs of wear, micro-scratches, evidence of use, damage or alteration, or products returned incomplete, may be refused. They will then be returned to you at your expense. All returns are subject to a rigorous quality inspection.
Non-Returnable Products
The following products cannot be returned, exchanged or refunded: personalised products; engraved products; products adjusted or made to your specifications where restoration or resale under normal conditions is not possible.
Refunds
Where a return is accepted, Trilobe will issue the refund exclusively to the original purchaser using the same payment method used for the original order, unless expressly agreed otherwise or where this is technically impossible.
The refund will be processed within a reasonable period and no later than fourteen (14) days following receipt and approval of the return by Trilobe.
Except in the case of a defective product or an error attributable to Trilobe, initial shipping costs are not refundable where they have been charged.
Where a product has been given as a gift to a third party, only the original purchaser may receive the refund. The gift recipient is invited to contact customer service to discuss any solutions that may be available.
Exchanges
Subject to availability and acceptance of the return, a product may be exchanged for another Trilobe product. In such cases, the sale of the returned product will be cancelled and a new order placed for the new product.
If the new product is more expensive, the original purchaser must pay the difference. If it is less expensive, the difference will be refunded to the original purchaser.
COMMERCIAL WARRANTY
Trilobe ensures that each product meets strict technical and aesthetic quality standards. All products benefit from a Trilobe commercial warranty. This warranty applies in accordance with the conditions set out in the warranty certificate and documentation provided with the watch.
The Trilobe commercial warranty is in addition to, and does not replace, the statutory warranties to which you are entitled as a consumer under applicable law.
General Conditions
To benefit from the Trilobe international warranty, the watch must have been purchased exclusively through the Site, from an authorised retailer or at a Trilobe showroom. Maintenance and repair work must be carried out by the Trilobe service centre or a workshop authorised by Trilobe. Otherwise, the commercial warranty may be excluded.
Warranty Period
Your Trilobe watch is guaranteed against manufacturing defects for a period of two (2) years from the date of hand delivery. Any component recognised by Trilobe’s technical services as defective due to a manufacturing defect may, at Trilobe’s sole discretion, be repaired or replaced free of charge.
The warranty is valid only if the warranty certificate has been duly completed, dated, stamped and signed by Trilobe or an authorised retailer.
Water Resistance
For applicable models, water resistance is guaranteed for a period of two (2) years from the date of hand delivery, provided that the crystal, bezel, case back, case middle and crown have not sustained any damage.
It is recommended that water resistance be checked at least every two years by the Trilobe service centre.
Exclusions
The warranty excludes, in particular, damage resulting from an accident; improper or abusive use; impacts, crushing, strong magnetic fields or extreme temperatures; unauthorised repairs or modifications; normal wear and tear and natural ageing of the watch, bracelet or crystal; loss of water resistance after two years; and any work carried out outside Trilobe’s authorised network.
CARE AND MAINTENANCE OF YOUR WATCH
A Trilobe watch is a high-precision instrument designed to operate continuously. To preserve its performance, we recommend a complete service approximately every five (5) years. We also recommend having its water resistance checked every two (2) years.
Maintenance and repair work must be entrusted to the Trilobe service centre, whose watchmakers have the training, tools and components required to service Trilobe watches.
Any servicing, repair or maintenance carried out by a watchmaker or third party not authorised by Trilobe will void Trilobe’s two (2)-year commercial warranty in respect of any defects or damage resulting from such work.
LIMITATION OF LIABILITY
Trilobe shall not be held liable for any delay or failure to perform its obligations resulting from an event reasonably beyond its control, including force majeure, natural disasters, fire, flooding, war, acts of terrorism, epidemics, pandemics, strikes, transport disruptions, telecommunications network failures, shortages of raw materials or intervention by public authorities. In such circumstances, Trilobe’s performance of its obligations may be suspended for the duration of the event.
Trilobe is responsible for the proper performance of its obligations in accordance with applicable law. However, Trilobe shall not be held liable for damage resulting from improper use of the product, failure to comply with instructions for use or maintenance, or work carried out by an unauthorised third party, where such damage is attributable to such use or intervention.
Nothing in these Terms is intended to limit or exclude consumer rights or Trilobe’s liability where such limitation or exclusion is not permitted by law.
GOVERNING LAW
These Terms are governed by French law. However, if you reside in another country and benefit from more protective mandatory provisions under the consumer laws of your country of residence, those provisions shall remain applicable.
In the event of a dispute, you are invited to contact Trilobe’s customer service team in the first instance in order to seek an amicable resolution. You may bring proceedings before the competent courts of Paris or, where permitted by applicable law, the courts of your place of residence.
If you are a consumer residing in the European Union, you may also use an alternative dispute resolution mechanism and consult the European online dispute resolution platform.