Terms and Conditions of Sale


1.       Legal notice

The www.ravene.com website (hereinafter: “the Site”) is published by SAS Audevard (hereinafter “the Company”) with a share capital of 462,960 Euros, registered under Nanterre commercial registration number (RCS) 317 002 178 whose head office is located at 42/46 rue Médéric 92110 Clichy.

Publishing Director: Marina Wissink

Contact email: info@ravene.com

Contact telephone number: +33 (0)1 47 56 37 00

The Site is hosted by the company Audevard, located at 42/46 rue Médéric 92110 Clichy

Intracommunity VAT N°: FR19317002178

2.       Customer service

Our customer service is available Monday – Friday from 08:00 – 18:00 hours.

You can contact our customer service by:

– phone: +33 (0)1 47 56 37 00 Monday – Friday from 08:00 – 18:00 hours

–email: info@ravene.com

– post: Laboratoire Ravene, Groupe Audevard, 42/46 rue Médéric, 92110 Clichy.


These terms and conditions of sale and use (“T&Cs”) govern all sales made with the Company through the Site and define the terms of use of the site.

The customer is made aware of the T&Cs prior to the conclusion of any sale. The customer declares to have the legal capacity to enter into this contract and acknowledges having read and fully accepted these T&Cs.

The Company reserves the right to change the T&Cs at any time. The customer will be made aware of the new terms and conditions of sale and use, where appropriate, by online amendment, and they will only apply to sales made after the change. The valid T&Cs can be accessed at any time on the Site in English .

Products on the Site may be purchased by adults with the legal capacity to enter into the contract as well as businesses.

It is specified that the products sold on the Site are new.


2.1. Delivery terms

Ordered items are delivered exclusively to the countries listed on the following URL page: https://www.ravene.com/livraison-retours/ 

Your items will be delivered to you by a carrier to a parcel pick-up point or at home according to your choice. Certain products, and in particular those listed below, cannot be delivered to parcel pick-up points given their specific characteristics:

Emouchine Total 500ml

Emouchine Gel 250ml

Emouchine Roll On 100ml

Norwegian Protec 500ml

In this case, this is expressly stated on the product page on the Site.

When placing your order, you are asked to specify your telephone number so that the carrier can notify you of the estimated delivery date and ask you to confirm it.

You agree to be present on the date of delivery agreed with the carrier. If you cannot be present on the date of delivery, you can: 

-choose to authorise somebody to receive the delivery who will assume full responsibility;

-agree another delivery date with the carrier.

2.2. Delivery time

The items will be delivered within approximately:

-five working days for deliveries to metropolitan France

-ten working days for deliveries to Corsica, French overseas departments or territories or the EU countries specified in section 2.1

-fifteen working days for deliveries outside of the EU.

The delivery times indicated above commence from when you have definitively confirmed your order (see section 3.3 (“Step 3”) herein),

In the event of a delivery delay of more than fifteen working days, you can cancel the order, by registered letter with acknowledgement of receipt or in writing on another durable medium, if, after having instructed us, in the same manner, to make the delivery within a reasonable subsequent delivery period, we failed to fulfil it within this time.

The order is considered cancelled on receipt of the letter or written notice informing us of this cancellation, unless we fulfil it in the meantime.

In this case, you will receive a refund within fourteen days after the date on which the order was cancelled.

2.3. Delivery costs

We will ask you for a flat-rate contribution for the cost of delivery, the amount of which is defined in the price list accessible through this link: https://www.ravene.com/livraison-retours/ 

The cost of delivery is accessible at any time by clicking on the basket and is shown in the order summary, prior to confirmation of your order.

In case of failed delivery owing to you, the cost of the 2nd delivery, based on an estimate, will be at your expense.

2.4. Standard checks on delivery

On deliver, you must carefully check that the packaging of the delivered products is undamaged and that the delivered products are intact, complete and in accordance with your order. If you notice any damage or non-conformity whatsoever, report it immediately to the carrier and specify it on the delivery note, then contact Ravene customer service by phone or email.

In case of a delivery error (reference or quantity) or breakage during transport, you can make a return request within a maximum period of ten days following receipt of your order, by logging in to your customer account and going to your order history. This return request must be confirmed in advance by the Company which may ask you for proof of error or the alleged breakage. If your return request is validated due to delivery error or a defect in the delivered product, the return costs are payable by the company.

Subject to your return request being validated by the Company, if a parcel return is necessary, you must go to the website http://destinataires.dpd.fr/ then click on: “Manage your returns”. You will then be asked to enter the tracking number of the parcel that you would like to return, which will then allow you to print the return slip to stick on your parcel. Lastly, the parcel must be deposited at one of the parcel pick-up points on the Pickup parcelshop network, specified on the DPD website: http://www.dpd.fr/recherche_relais.

2.5. Item availability

Our product ranges are valid so long as they are visible on the website, within the limits of available stock. If a product is unavailable after placing your order, we will notify you so that you can tell us what you would like to do: order cancellation, delayed delivery or replacement with another product.


3.1. The products presented on the Site are valid so long as they are accessible electronically on the Site within the limits of available stock. The catalogue of products offered on the Site is evolving and we reserve the right to change it at any time.

3.2. The language used to conclude the contract is English .

3.3. Any order that you place with our company implies your full acceptance of our T&Cs which you acknowledge are enforceable.

3.4. We reserve the right to refuse any order from a registered customer with whom there is a dispute relating to a previous order or misuse of our products harmful to our image.

3.5. When you have selected one or more items in your basket, you can click on “Order” to display the content of your basket. You can also display the content of your basket by clicking on “View basket”.

Once you have displayed the contents of your basket, you are asked to click on the link “Place order” to place your order; the sales contract conclusion process on the Site then takes place as follows:

Step 1: identification

You are prompted to log in or create an account by completing the required fields and choosing a password that you must keep secret in all circumstances.

You are the sole guarantor of the veracity and accuracy of the information provided when creating your account and during the order process. Consequently, we cannot be held responsible for the inaccuracy or obsoleteness of the data and information entered by you. In case of changes to these data or information, it is up to you to notify us as soon as possible.

You must then confirm your billing and delivery addresses.

Step 2: choice of payment method and delivery method

You are prompted to select a payment method from among those available (see article 5 herein) as well as a delivery method from among those available.

Step 3: order confirmation 

This step allows you to view a summary of your order including, notably, details of the payment method selected and the total amount of your order (delivery costs included) minus any discounts and asks you to confirm this information while allowing you to correct it if necessary.

You are then prompted, by a tick box, to accept the T&Cs and confirm that you have read and agree to the procedures for exercising your right of withdrawal.

You are then prompted to click on the “Pay your order” link. By clicking on this link, you are definitively confirming your order and are obliged to pay the price.

You will then be redirected to the secure page of our payment service provider, where you will then be prompted to share the details needed to carry out your payment obligation and click on the link “Confirm payment”.

Step 4: confirmation of the order by the Company

Subject to the successful completion of all the previous steps, we will send you an order confirmation email containing the information specified in the order summary. This confirmation email also contains these T&Cs in a printable format as well as a link that allows you to access the standard cancellation form.


4.1. The prices of our items displayed on the Site are in Euros, all taxes included (including value added tax at the current rate), excluding delivery costs (see Article 2 herein).

4.2. The prices of products that we offer on the Site can change at any time. However, the products are always invoiced based on the prices specified in the order summary and in the order confirmation email.

4.3. If one or more taxes or contributions, e.g. environmental tax, has just been created or modified upwards or downwards, this change will be reflected in the selling price of our items in our catalogues and sales documents.


Payment of your purchases (see Article 3.3. herein and the Step 2 of the contractual process) must be made by bank card. We accept the following cards:

VISA Electron



e-Carte Bleue


Carte bleue

You will be asked to provide your credit card type and details (card number, expiry date, visual cryptogram), then click on the link “Confirm payment”.

Your bank account linked to the aforementioned bank card will then be debited with your total order amount (including delivery costs) minus any discounts, and your order will be shipped as soon as you have confirmed your payment. We also inform you that, for security reasons, your bank details are transmitted exclusively and directly (they are not shared with us) to our certified service provider specialised in managing secure online payments in an encrypted format via a secure connection, and that they are not kept by the service provider beyond the time necessary for the completion of the transaction.


6.1. Our non-business customers within the European Union have a fourteen day cooling-off period to exercise their right of withdrawal, without giving any reason.

In accordance with Article L.221-28 of the French consumer code, the right of withdrawal may be excluded for certain products, particularly those which are likely to deteriorate or perish rapidly or which cannot be sent back for reasons of hygiene or health protection.

6.2. In cases where you have a right of withdrawal, the withdrawal period of fourteen days starts:

–      from the date that you, or a third party who is not the carrier and that you designated, received the respective order,

–       or, in the case of an order concerning multiple items delivered separately, from the date that you, or a third party who is not the carrier and that you designated, received the last item,

6.4. To exercise your right of withdrawal, you must inform us about your decision to withdraw and send us, by mail to Laboratoire Ravene, Groupe Audevard, 42/46 rue Médéric 92110 Clichy or by email to info@ravene.com before the fourteen day expiry period, the cancellation form below or, as you choose, any other unambiguous statement expressing your desire to cancel.

The cancellation form is also available at this address: www.ravene.com/formulaire-de-retractation 


Order cancellation (Articles L.221-18 et seq. of the French consumer code) for any purchase made by a non-business customer.

Only complete and send back this form if you wish to cancel.

For the attention of Laboratoires Ravene, Groupe Audevard, 42/46 rue Médéric 92110 Clichy.

I hereby notify you of my withdrawal from the contract concerning the sale referred to below:

Order number:

Date ordered:

Date received:

Name of Consumer:

Address of Consumer:

Signature of Consumer (only in case of notification on a paper form):


Send by mail to Laboratoire Ravene, Groupe Audevard, 42/46 rue Médéric 92110 Clichy or by email to info@ravene.com

6.5. If you have validly exercised your right of withdrawal, you can send back your product by post, at your expense, while retaining proof of postage.

Alternatively, you can return your product to us through the carrier that initially delivered it. We will then contact you within fourteen days to set a pick-up date for the parcel with our carrier. We will then ask you for a flat-rate contribution of 14.90 € inclusive of all taxes for the return costs.

6.6. Subject to your return being covered by the right of withdrawal, we will then refund you the total amounts paid, including the delivery costs, without undue delay and no later than seven days commencing from the date on which we receive the returned goods or until you have provided proof of shipment of these goods, the date chosen will be the first of these events. We will carry out the refund using the same payment method that was used by you for the initial transaction.

6.7. Exercising the right of withdrawal ends the obligation of both parties to fulfill the order, as well as any ancillary contract, at no cost to you other than those relating to the return of the products.


7.1. In accordance with current legal regulations, we hereby inform you that you have a legal guarantee of conformity as well as a legal guarantee for hidden defects which could, where applicable, affect the item that you have purchased, as specified in Articles L. 217-1 et seq. of the French consumer code and Articles 1641 – 1649 of the French civil code which you will find copies of below.

7.2. Conformity

In accordance with current legal regulations, you have a legal guarantee of conformity as specified in Articles L. 217-1 et seq. of the French consumer code.

You have a period of two years from delivery to act. This guarantee is however limited to the expiry date of each product shown on the packaging as well as their correct intended use.

You are exempt from showing proof of the lack of conformity of the goods within twenty-four months following delivery of the goods.

We will be able to challenge this presumption if this is not compatible with the nature of the goods or the alleged lack of conformity.

The legal guarantee of conformity applies independently of any commercial guarantees.

In the event of a proven lack of conformity, we will replace the product without any charge to you.

In the event of lack of conformity, you can request either repair or replacement of the product concerned. If however, this choice would result in a demonstrably disproportionate cost in relation to the other method, given the value of the product or the significance of the defect, we have the right to proceed according to the method not chosen.

7.3. Hidden defects

We guarantee that products ordered from our Site are free from hidden defects.

You can decide to implement the guarantee of hidden defects under the following conditions:

For a product defect, the guarantee of hidden defects can only be invoked if you provide proof that the defect was prior to sale and not apparent when the product was delivered, in accordance with Article 1641 of the French civil code.

The alleged defect must be serious enough to render the product unfit for its intended use.

In accordance with Article 1648 of the French civil code, the action for hidden defects must be initiated within two (2) years commencing from the discovery of the defect.

If the presence of hidden defects should be established, you will be able to choose between cancellation of the sale or a price reduction, in accordance with Article 1644 of the French civil code.

7.4. In any event all guarantees are excluded in case of normal wear and tear of your item or poor maintenance or inappropriate use.


8.1. In accordance with current legal regulations, we are automatically responsible for the successful fulfilment of obligations resulting from sales through the Site.

Notwithstanding the above, we may be released from all or part of our responsibility by proving that the non-fulfilment or improper fulfilment of the contract is attributable, either to our co-contracting party or to the unpredictable and insurmountable fact of a third party, or to force majeure.

Where a product presents either a lack of conformity or a hidden defect, you have the choice between the legal guarantee of conformity set out in Article L211-4 of the French consumer code, and the guarantee against hidden defects for the item sold, set out in Article 1641 of the French civil code.

8.2. We accept no liability for any damage related to or caused by the use of the internet network, particularly with regard to access and use of the Site.


You are informed about the personal data that we collect and process about you. As indicated in the Customer Account creation form, certain data must be provided, other data are optional.

Moreover, we automatically receive and record information from your computer and browser, including your IP address, when connecting to the Site.

This information is only kept for the time corresponding to the purpose of its collection, which may in any event not exceed 24 months.

All information collected can be used for:

-carrying out the management, processing, fulfilment and payment of orders that you submit (delivery, invoices, after-sales service),

-complying with legal obligations and regulations that we have to meet, particularly in terms of archiving electronic contracts that are concluded through the Site,

-advertising purposes, either after having collected your express consent, notably as part of subscribing to our newsletter, or within the limits permitted by law.

We are the sole owners of the information collected on the Site, which will not be sold, exchanged, transferred, or given to another company for commercial purposes, without your express consent.

These personal data may only be disclosed pursuant to a law, regulation or court order.

However, non-private and/or aggregated data, i.e. data that does not allow you to be identified, may be provided to third parties for statistical and other purposes.

We follow a variety of security measures to preserve the integrity of your personal information transmitted online. Only our employees that need to perform a specific job (e.g. invoicing or customer service) have access to your personally identifiable information. The computers and servers used to store personally identifiable information are kept in a secure environment.

If we call upon a service provider or subcontractor for the collection and processing of data that you share with us, e.g. for the management of Customer Accounts or processing orders, we ensure in advance that it provides adequate guarantees regarding data privacy, usage and protection.

You have a right of access, rectification, erasure and objection to your personal data as well as a right to restrict processing.

Any such request must be sent to Laboratoires Ravene, Audevard Group, 42/46 rue Médéric 92110 Clichy.

All requests must be accompanied with a photocopy of your identity document (identity card, passport, driving license).

We have a maximum period of one month following receipt of the request to respond.

If you no longer wish to receive the newsletter or sales prospecting by email, you can tell us at any time by clicking on the unsubscribe link that is in each email sent to you.

If you feel that we have not complied with our obligations regarding the collection and processing of your personal data, you can send a complaint to the French Data Protection Authority (CNIL) by post or email using the following link:  https://www.cnil.fr/fr/plaintes/internet.


Subject to the provisions of this article, the Site is available 24 hours a day, 7 days a week all year round.

Access to the Site requires a high speed internet connection.

We cannot under any circumstances guarantee that access to the Site will not be interrupted, having regard to technical difficulties inherent to the internet network.

As a result, we do not accept any liability for failure to access to the Site or temporary slowing of the opening speed of Site pages.

Similarly, we may be required to perform maintenance operations on the Site. It is understood that we do not accept any liability for temporary suspension of access to the Site for maintenance reasons.

Moreover, we cannot be held responsible for any failure or damage to your computer equipment due to a virus infection.


All elements making up the Site (texts, photos, comments, trademarks, business names, domain name, drawings, images, graphic design, logos, databases, etc) are strictly protected by intellectual property rights and are our exclusive property and/or our commercial partners.

Any total or partial reproduction or representation of the Site and/or of one or more of its elements is strictly prohibited, without our prior written consent.


12.1. We reserve the right, in order to facilitate browsing on the Site, to place cookies or similar files on our connection terminals.

The role of cookies is to identify you more quickly when you are connected and to facilitate electronic communication. Cookies also allow us to exploit advertising and statistical data.

We cannot guarantee optimal performance of the Site if you refuse to accept the cookies.

You can refuse to accept cookies by configuring your internet browser.

12.2. We reserve the right to amend at any time, partially or in full, these T&Cs.

You are considered to have accepted the current version of the T&Cs each time you connect to the Site.

12.3. If one of the clauses in these T&Cs turns out to be totally or partially void, unenforceable or subsequently becomes void or unenforceable, the validity of the other clauses shall not be affected.

12.4. The fact that we do not exercise any of the rights pursuant to these T&Cs shall not under any circumstances be interpreted as a waiver by us of the rights or clauses set out by these T&Cs.


These T&Cs are governed by French law.

Any dispute that may arise from the formation, interpretation or execution of these T&Cs falls under the exclusive jurisdiction of the ordinary courts for our non-business customers and the competent courts of Nanterre, notwithstanding multiple defendants or introduction of third parties, for our business customers.

Our non-business customers are hereby notified in accordance with the French consumer code concerning the amicable settlement of disputes, we are members of the e-commerce Ombudsman’s Office, FEVAD (Federation of e-commerce and distance sales) with the following contact details: 60 rue de la Boétie – 75008 Paris – http://www.mediateurfevad.fr/. If a prior written complaint from you regarding our company was unsuccessful, you may refer to the Ombudsman’s Office for any consumer dispute. The Ombudsman referral procedures are available at the following address: http://www.mediateurfevad.fr/index.php/espace-consommateur/

(Date: May 2020)