Terms of Sales

15. DISPUTES / Mediation


These General Conditions of Sale are concluded between, on the one hand, the Nouvelle Compagnie des Détergents et du Savon de Marseille – Savonnerie Fer à Cheval, hereinafter referred to as “NCDSM” and, on the other hand, persons wishing to purchase the products sold online on the website www.savon-de-marseille.com (also accessible via www.savon-de-marseille.net or any other URL address redirecting to the initial site), hereinafter referred to as “the User”.
The purpose of the General Conditions of Sale is to define the conditions under which “NCDSM” provides the “User” with the product(s) he or she ordered on the website www.savon-de-marseille.com (also accessible via www.savon-de-marseille.net or any other URL address redirecting to the initial site) (hereinafter “the site”) as well as the conditions of use of the site.
“The User” is invited to keep a copy of the General Conditions of Sale accessible on the day of his order and/or to print them. (06/22/2022 vrs1.0.0)


The “site” is freely accessible to all Internet users. By making purchases on the “site”, the Internet user becomes a “User” and must therefore respect the General Conditions of Sale as well as all the conditions provided for in the accessible legal notices.
Placing an order on the “site” is governed by these General Conditions of Sale and corresponds to a contract concluded between the “User” and “NCDSM”. By placing an order, the “User” is invited to read the General Conditions of Sale. It is up to him to only check the box provided for this purpose as part of the order process after having read them and possibly questioned “NCDSM” in the event of difficulties before validating his order. The box concerned is the one corresponding to the following sentence: “I have read the general conditions of sale and I adhere to them without reservation. »
Acceptance of these General Conditions of Sale assumes that the “User” is of legal age and has the legal capacity necessary to enter into a contract.
“The User” must be the end user of the purchased products. Any order intended for resale may be canceled by our services. Any reseller must contact our sales department.
The provisions of this article are supplemented by those appearing within the Legal Notice .


The prices indicated on the “site” are in euros, all taxes included (TTC), and excluding delivery costs. These prices may be modified at any time by “NCDSM”, the prices displayed are only valid on the day of the order and have no effect for the future.
Delivery costs are indicated to the “User” before validation of their order. The calculation of delivery costs is described in the article “ Delivery or Provision » of these General Conditions of Sale.
“NCDSM” offers are valid as long as they are present on the “site”. These offers are updated regularly.


“The User” selects one or more products and adds them to their basket. They can check the contents of their basket at any time. It goes from step to step by clicking on the button provided for this purpose.
In order to comply with the provisions of the law of confidence in the digital economy of June 21, 2004, the order process is described below:

  • Step 1: Consultation of the basket and choice of delivery method:
    By consulting his basket, the “User” has the option of checking the number, nature of the products put in the basket, the unit price, the overall price of the order (including the least expensive shipping costs), and to remove or add one or more items to your basket.
    At any time, the “User” can decide to move on to the next step or continue purchasing. Once the customer is satisfied with the contents of their basket, they can validate their basket by clicking on the button provided for this purpose.
  • Step 2: My contact details:
    By validating their basket, the “User” accesses a form in which they can either enter their connection details if they already have them, or register on the “site” by completing the form presented to them, with personal information concerning him. As soon as he is connected using his identifiers or after he has completely completed the form, “the User” is invited to check or modify his delivery and billing details.
  • Step 3: Choice of delivery method:
    During this step, the “User” will be able to see the amount and terms of the different delivery options and choose the one that suits them.
  • Step 4: Payment:
    The User” is invited to make payment by credit card, Paypal, Bancontact, Klarna, bank transfer or check. In the event of payment by credit card or Paypal, the “User” is redirected to a secure payment interface for this purpose.
    In the event of payment by check or bank transfer, the “User” must comply with the provisions set out in article “6. Payment” hereof.
    The payment methods presented during this step may vary according to various criteria and in particular for example the amount of the basket or the billing address.
    A confirmation screen completes the order process.
  • Step 5: Acknowledgment of receipt of the order:
    Once the payment has actually been received by “NCDSM”, “NCDSM” sends an acknowledgment of receipt of the order electronically using the email address communicated by the “User” when placing the order, in a maximum period of 24 hours.
    Under the same deadlines and conditions, “NCDSM” sends electronically the summary of the order and the confirmation of the processing of the order, also including all the information relating to the order, the products ordered and the delivery method.
    IMPORTANT: any order being prepared, confirmed and paid, can no longer be modified.

NCDSM reserves the right to control or even cancel any order that it deems abusive. In the event of an order for an amount greater than 600 euros including tax, we recommend that you contact our customer service before finalizing your order.


5.1 Place of delivery

The products are delivered to the delivery address indicated by the “User” when placing their order in the event that we offer delivery to the country concerned. Deliveries are made in mainland France and Monaco, DOM TOM, European Union and a selection of international countries.

5.2 Delivery costs

Fer à Cheval offers you your first delivery (France / Belgium and Monaco) from 25 € of purchases with the code BIENVENUE.
Shipping costs are calculated based on a single price of €75 including VAT for purchases.
Below 75 € of purchases the shipping costs are 5 € for the following carrier: 2Shop and 7 € for the following carriers: Colissimo relay point delivery / Colissimo home delivery / DPD home delivery and 15 € for Chronopost Domicile .
Shipping costs are free from €75 of purchases (including tax), for the following countries: mainland France, Belgium and Monaco with the following carriers: 2Shop / Colissimo relay point delivery / Colissimo home delivery / DPD home delivery .
Shipping costs are free at Point Relais/merchant from €75 of purchases (including tax), for the following countries: mainland France, Monaco and Belgium.
From 75 € of purchases (including tax), delivery by Chronopost Domicile is 7€.
A supplement is to be expected and automatically applied in the basket for deliveries to the following countries: CORSICA, SWITZERLAND and ENGLAND.
Prices may change at any time or during promotional offers.

5.3 Delivery times

The delivery time begins to run from the actual payment of the order. It includes the order preparation time estimated between four (4) and six (6) working days unless otherwise indicated when placing the order, as well as the delivery time of the package by the carrier, you can find details approximate deadlines provided by the latter on the page delivery .

5.4 Exceeding the delivery time

If the delivery time is exceeded, the “User” is invited to contact Customer Service: [email protected] or 04 91 10 30 88 from 9 a.m. to 12 p.m.
In any event, if the delivery date is exceeded by more than seven (7) days, and in the absence of a situation relating to force majeure or a fault attributable to the “User” or to a third party involved in the order, "the User" has the option to cancel his order by registered letter with acknowledgment of receipt within sixty (60) working days from the date indicated for the delivery.
In the event of sending the order by “NCDSM” after sending the letter but before receipt of it by “NCDSM”, “NCDSM” will not take into account the cancellation request, the consumer being free to avail himself of of its right of withdrawal if applicable.
In the event of cancellation of the order, the “User” is reimbursed for the sums he has paid relating to this order.
If the “User” does not collect his parcel from a Relay Point/merchant within the allotted time (8 calendar days at the merchant, 8 calendar days at a Pickup Relay and 3 calendar days at a Pickup and deposit station; the countdown begins the following day the delivery of the package), “the User” will be reimbursed for their order excluding return shipping costs.
If the order is not collected from the relay point and/or merchant by the “User” within the legal period of 10 working days, the package will be returned to the sender, namely “NCDSM”. We reserve the right to refund the order for the products less shipping costs.


The payment methods accepted on the “site” are as follows:

  • Bank card (Carte Bleue, Visa, Mastercard)
  • PayPal
  • Bancontact
  • Apple Pay
  • Check
  • Bank transfer

Payments by credit card are made using secure transactions provided by our partner Mollie.
To increase the security of your banking information, “NCDSM” does not store it. This is why you must communicate them to us with each new order.
“NCDSM” reserves the right to suspend or cancel any order and/or delivery in the event of non-payment by the “user”, a payment incident and/or fraud in the use of the “site”. or the means of payment chosen by the “user”.
In the context of payment by bank card, “NCDSM” does not have access to any data relating to the “User’s” means of payment. Payment is made directly into the hands of the banking institution.
In the case of payment by check, it must be a check issued by a bank domiciled in mainland France or Monaco. In addition, the “User” must send their check within seven (7) calendar days of the order. The check is cashed upon receipt of the check. Once the latter has been cashed, the order will be processed.
The products, objects of the order, remain the property of “NCDSM” until full payment of their price.
When the "User" places an order for payment by check, his order will only be shipped when the check is received.


Product availability is indicated on the “site”, in the description sheet of each item.
The unavailability, even prolonged and without any limitation period, of one or more products, cannot constitute harm to the “User” and cannot in any way give rise to the granting of damages from the of “NCDSM”.
However, if a product proves to be unavailable after placing the order, the "User" will be informed by email to the address they have provided in the form, of the delivery of a partial order or of the cancellation of your order.
In accordance with the provisions of article L.121-20-3 of the Consumer Code, in the event of unavailability, the “User” will be reimbursed for the price of the unavailable product within thirty days of payment of the sums paid. .


The “site” customer service is available Monday to Friday from 9 a.m. to 12 p.m.:

  • at the following non-premium rate telephone number: +33(0)
  • by email to the following address: [email protected]
  • or by post to the following address:

Savonnerie Fer à Cheval - NCDSM
Customer service
66 chemin de Sainte Marthe
13014 Marseille

In these last two cases, “NCDSM” undertakes to provide a response within 2 working days (excluding postal mail delivery time).


In accordance with current legislation, consumers have 14 days from the date of receipt of the package to withdraw and request a refund. A new period of 14 days will follow during which the “User” must return their order, and the “NCDSM” will proceed with the reimbursement.
In order to exercise this right, it is up to the “User” to follow the procedure below in order to return the product(s) still sealed in its original packaging. To do this, the “User” informs the “NCDSM” customer service in writing, within 14 days, according to the following procedure:

  • Sending the completed form without forgetting to indicate the order number: Download the withdrawal form (file in PDF format)
  • by email to the following address: [email protected]
  • or by post to the following address: Savonnerie “NCDSM” – Customer service – 66 chemin de Sainte Marthe, 13014 Marseille.

“NCDSM” will not accept any returns for which the above procedure has not been followed and respected. The reimbursement of delivery costs will be identical to what the “User” paid.
In accordance with the provisions of articles L.121-20 et seq. of the Consumer Code, the right of withdrawal cannot under any circumstances be exercised for:

  • goods made to the consumer's specifications or clearly personalized or which, due to their nature, cannot be returned or are likely to deteriorate or expire quickly,
  • goods which have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection.

If the “User” wishes an exchange, he can specify this in a letter accompanying the return of the package or when he calls Customer Service (see article “Customer Service”).
Only the return or exchange of Products in their original packaging in perfect resalable condition will be accepted.
The costs of returning the Product remain the responsibility of the Customer, unless there is a lack of conformity or proven hidden defects in the Product.


10.1 Legal guarantee – guarantee against hidden defects

In the event of a defect in a product purchased on the "site" or non-conformity of the product delivered, the "User" is invited to contact Customer Service (see article "Customer Service") in order to determine the procedure to be followed. follow.
“NCDSM” undertakes to reimburse or exchange, depending on available stocks, a product revealing a hidden defect under the conditions provided for in the articles of the Consumer Code and Civil Code listed below.
In the event of a refund request, the “User” will be refunded by transfer or re-credited to their Paypal account, within a maximum period of thirty (30) days.

10.2 Applicable texts

Article L211-4 of the Consumer Code: “The seller is required to deliver goods in conformity with the contract and is liable for any lack of conformity existing at the time of delivery.
He is also liable for defects in conformity resulting from the packaging, assembly instructions or installation when this has been his responsibility by the contract or has been carried out under his responsibility. »

Article L211-5 of the Consumer Code: “To comply with the contract, the good must:
1° Be suitable for the use usually expected of similar goods and, where applicable:
- correspond to the description given by the seller and possess the qualities that the seller presented to the buyer in the form of a sample or model;
- present the qualities that a buyer can legitimately expect having regard to the public declarations made by the seller, by the producer or by his representative, in particular in advertising or labeling;
2° Or present the characteristics defined by mutual agreement by the parties or be suitable for any special use sought by the buyer, brought to the attention of the seller and which the latter has accepted. »

Article L211-12 of the Consumer Code: “The action resulting from the lack of conformity is prescribed two years from the delivery of the good. »

Article 1641 of the Civil Code: “The seller is bound by the guarantee for hidden defects in the thing sold which make it unfit for the use for which it is intended, or which reduce this use so much that the buyer would not have it not acquired, or would have given only a lower price, if he had known them. »

Article 1648 paragraph 1 of the Civil Code: “The action resulting from redhibitory defects must be brought by the purchaser within two years from the discovery of the defect. »


11.1 “My account”

The creation of a personal space is an essential prerequisite for any order on the “site”. To this end, the “User” will be asked to provide certain personal information. “The User” undertakes to provide accurate information under penalty of termination of the contract at the initiative of the publisher of the “site” and deletion of his customer account. Certain information will be deemed essential to the conclusion of the sale and its collection will be essential to the creation of the personal space and the validation of the order. Mandatory information is indicated as such. Refusal by a “User” to provide said information will have the effect of preventing the creation of the personal space as well as, incidentally, the validation of the order.
This space allows the “User” to consult all his orders placed on the site, and also allows, where applicable, to follow the delivery of the products purchased.
“NCDSM” undertakes to securely store all contractual elements whose retention is required by law or regulations in force.
The pages relating to personal spaces are freely printable by the account holder in question but do not constitute proof, they are only informative in nature intended to ensure effective management of their orders by the “User”.
When creating the personal space, the “User” is asked to choose a password. This password guarantees the confidentiality of the information contained in its “my account” then “information” section. “The User” therefore undertakes not to transmit it or communicate it to a third party. Failing this, “NCDSM” cannot be held responsible for unauthorized access to a “User’s” account.
“NCDSM” reserves the exclusive right to delete the account of any “User” who has contravened these General Conditions of Sale (in particular, but without this example being of any exhaustive nature, when the “User” has knowingly provided incorrect information when registering and setting up their personal space) or any account that has been inactive for at least a year. Said deletion will not be likely to constitute damage to the excluded “User” who will not be able to claim any compensation as a result.
This exclusion does not exclude the possibility for “NCDSM” to take legal action against the “User”, when the facts justify it.

11.2 Privacy policy

More information in our section confidentiality policy / Privacy .

11.3 “NCDSM” Newsletter

By checking the box provided for this purpose or by expressly giving his agreement to this purpose, “the User” accepts that “NCDSM” may send him, at a frequency and in a form to be determined by “NCDSM”, a newsletter ( newsletter) which may include information relating to its activity.
When “the User” checks the box provided for this purpose, he agrees to receive commercial offers from “NCDSM” from this “site” for products and services similar to those ordered.
“The User” has the option of unsubscribing from the newsletter by clicking on the link provided for this purpose, present in each of the newsletters (newsletters).


In the event of impossibility of access to the “site”, due to technical problems or of any nature, the “User” will not be able to claim any damage and will not be able to claim any compensation.
The hypertext links present on the “site” may refer to other websites and “NCDSM” cannot be held responsible if the content of these sites contravenes the legislation in force. Likewise, “NCDSM” cannot be held responsible if the Internet user's visit to one of these sites causes him harm.


When consulting the “NCDSM” “site”, certain information relating to the navigation of your terminal (computer, smartphone, tablet, etc.) may be recorded in files called “Cookies”, installed on your terminal.

What are the different types of Cookies?

There are several categories of Cookies:

  • Strictly necessary Cookies: these Cookies are essential to browse certain websites while taking advantage of all their functionalities (support for the Internet user's operating system, display, etc.). Without these Cookies, services such as display will not be provided optimally. Note that being essentially technical, these Cookies do not identify you as an individual.
  • Performance Cookies: these Cookies are intended to help us improve user comfort by helping us understand how users interact with our websites (most visited pages, applications used, etc.). These Cookies do not identify you as an individual.
  • Functionality Cookies: in order to simplify navigation, these Cookies allow certain choices of the “User” to be recorded (language, user name, country, etc.).
  • Targeted advertising Cookies: these Cookies make it possible to offer the “User” advertising content targeted to their interests, but also to limit the number of appearances of the advertisements.
  • Affiliate Cookies: these Cookies make it possible to pay third parties (“affiliates”) who distribute marketing campaigns on their websites on behalf of an “affiliate”.
  • Cookies from social networks: these Cookies, from third parties, allow you to let other people know the content of our site as well as your opinion on it. This is the case for the “Share” or “Like” buttons, “Facebook”, “Twitter”, “LinkedIn”, “Instagram”, “Viadeo”, etc.
    The social network which provides this type of application button is likely to identify you using this button, even if you did not click on it during your consultation of our site. Indeed, certain Cookies allow the social network concerned to follow your navigation on our “site”, as long as your account with this social network is activated on your terminal during your navigation on our “site”.
    We have no control over the process used by social networks to collect information relating to your browsing on our “site”. We invite you to consult the personal data protection policies of these social networks. These should allow you to exercise certain confidentiality choices with these social networks, in particular by configuring your usage accounts for each of these networks.

Why does “the NCDSM” use Cookies?

Issuing Cookies allows us to improve the quality of your navigation on the “NCDSM” site. This technical process allows in particular:

  • to adapt the presentation of our sites to the display preferences of your terminal (language, display resolution, operating system used, etc.);
  • to memorize certain information that you fill out in our forms in order to facilitate and personalize your future navigations;
  • to allow you to access your personal spaces more quickly by memorizing identifiers or data that you have previously indicated;
  • to produce statistics, particularly concerning the volumes of attendance and use of the various services offered on our sites (sections and content visited, routes), with a view to improving the interest and ergonomics of our services;
  • to implement security measures (for example when you are asked to log in again to content or a service after a certain period of time); to offer you, in advertising spaces, relevant content likely to interest you (best offers, other destinations, etc.).

How to manage your Cookies (allow, limit, prohibit)?

Setting up the internet browser (Internet ExplorerTM, FirefoxTM, SafariTM, Google ChromeTM, OperaTM, etc.) is an effective and free way to determine, in advance, the management of Cookies. You can therefore decide:

  • to accept the recording of all Cookies integrated into the pages and content you consult. Note that on the one hand, these Cookies will only be readable by their issuers. Furthermore, this process is not definitive, and you will always be able, subsequently, to delete these Cookies (the handling differs depending on your internet browser, we invite you to refer to the corresponding instructions for use);
  • to refuse the recording of Cookies on your terminal. In this case, we draw your attention to the fact that you will not be able to benefit from the same browsing comfort, certain functionalities requiring the use of Cookies (for example, it is possible that your operating system is not recognized or that the language displayed is not that expected from you). Consequently, we decline all responsibility for possible inconveniences linked to possible malfunctions of our services resulting from the impossibility of consulting the necessary Cookies;
  • to be asked by your browser to give your consent or refusal before installing a new Cookie on your terminal.
  • to accept or refuse Cookies depending on the issuing website.

The settings for managing Cookies depend on your browser. You will find the necessary explanations in the corresponding instructions for use:

“Flash”© cookies from “Adobe Flash Player”
"Adobe Flash Player"  is a computer application that allows the rapid development of dynamic content using the “Flash” computer language. Flash (and similar applications) remembers settings, preferences and usage of this content using technology similar to cookies. However, "Adobe Flash Player"  manages this information and your choices via an interface different from that provided by your navigation software.
To the extent that your terminal is likely to view content developed with Flash language, we invite you to access your Flash cookie management tools, directly from the site http://www.adobe.com/fr/.


These General Conditions of Sale may be modified at any time by “NCDSM” or its agent. The General Conditions of Sale applicable to the “User” are those in force on the day of their order or connection to this “site”. The publisher obviously undertakes to keep all its old General Conditions of Sale and to send them to any “User” who requests them.
If one of the clauses of these General Conditions of Sale were to be declared null by a court decision, this nullity cannot entail the nullity of all the other clauses, which would continue to have their effect.
The fact, for “NCDSM”, of not availing itself temporarily or permanently of one or more clauses of these General Conditions of Sale, will in no case constitute a waiver of its right to avail itself of the rest of the General Conditions of Sale.
These General Conditions of Sale are written in French. Therefore, only the General Conditions of Sale in French are authentic.
The General Conditions of Sale are subject to the application of French law.
Except for public order provisions, any dispute which may arise in the context of the execution of these General Conditions of Sale may be submitted to “NCDSM” for an amicable settlement. It is expressly recalled that requests for amicable settlement do not suspend the time limits for bringing legal action.
Registration number pursuant to article L. 541-3 of the AGEC law of February 10, 2020, IDU REP packaging (NCDSM registration): FR215340_01PSVM »

15. DISPUTES / Mediation

These General Conditions of Sale are written in French. Therefore, only the General Conditions of Sale in French are authentic.
These General Conditions of Sale are subject to French law. This is the case for the rules of substance and for the rules of form. In the event of a dispute or complaint, “the User” will contact “NCDSM” as a priority to obtain an amicable solution.
“The User” declares having been previously informed by “NCDSM” of the possibility of resorting, in the event of a dispute, to a consumer mediation procedure.
“NCDSM” is a member of the mediation organization Center for Consumer Mediation of Justice Conciliators (CM2C) whose contact details are as follows: website https://www.cm2c.net and mail, to the following address: 14 rue Saint Jean 75017 Paris or by telephone: 01 89 47 00 14.
Before contacting the mediator designated above, the “User” undertakes to send his complaint to “NCDSM” Customer Service using the contact details indicated on the “Contact” page of the site. https://www.savon-de-marseille.com/fr/nous-contacter

Subscribe to the Fer à Cheval newsletter and instantly receive 10% off your next order !

Join our community

Follow us