General Terms and Conditions of Sale

Version in force as of 20/06/2026

A question before buying? Our team is available on +33 1 75 36 64 32 or by e-mail at contact@millapoignees.com

These General Terms and Conditions of Sale, hereinafter the "GTC", apply to orders placed on the site www.millapoignees.com.

Before placing any order, we also invite you to consult our Returns and Refunds, Privacy Policy and Legal Notice pages.

Preamble

The site www.millapoignees.com, hereinafter the "Site", is published and operated by the company SAS MILLA, hereinafter "MILLA" or "the Seller".

The terms "you", "your" and "the Customer" refer to any person placing an order on the Site.

These GTC apply to sales concluded with consumers as well as with professionals, each benefiting from the regime applicable to them, as specified in particular in Article 8.

A consumer is any natural person acting for purposes that do not fall within the scope of their commercial, industrial, craft, professional or agricultural activity.

A professional is any natural or legal person acting for purposes that fall within the scope of their commercial, industrial, craft, professional or agricultural activity, including in particular an architect, interior designer, fit-out specialist, joiner, construction company, reseller, shop, property developer, estate dealer, renovation company or any other professional entity. The professional is invited to contact MILLA before placing an order in order to discuss, where applicable, the conditions applicable to their project.

By validating an order on the Site, the Customer acknowledges having read these General Terms and Conditions and accepts them without reservation.

Article 1 – Seller's identity

SAS MILLA
Société par actions simplifiée with a share capital of €1,000
Registered office: 13, avenue du Bois, 94430 Chennevières-sur-Marne, France
SIRET: 880 535 653 00013
Intra-community VAT number: FR54880535653
Telephone: 01 75 36 64 32
E-mail: contact@millapoignees.com

For any comments regarding the operation of the Site, an order or a product, the Customer may contact MILLA via the contact form.

Article 2 – Products

The products offered for sale are those presented on the Site on the day of the order, subject to available stock or availability from our partner suppliers, manufacturers, factories, craft workshops or production houses.

Each product page presents the essential characteristics of the product: model, finish, installation type, dimensions where indicated, composition, intended use or any other information useful to the Customer's choice.

Photographs, visuals, colour renderings and lifestyle images are provided for illustrative purposes only. Slight variations may exist depending on screens, lighting, finishing baths, materials or manufacturing processes.

2.1 Stock products and made-to-order products

The vast majority of products offered on the Site are standard catalogue products, which MILLA can accept back under the conditions set out in Article 8.

Some products, however, are not held in stock and are handcrafted to order, by hand or in small batches, by partner craft workshops or production houses, after the Customer's order has been confirmed. These workshops do not operate as industrial units with permanent stock: each piece is initiated, shaped or finalised specifically according to the orders received.

The following brands and manufacturers are concerned, by way of indication, for certain references or collections: Mandelli, Dauby, DCG Laiton, Dot Manufacture, Marbelo, Open and Hide, Ento and Enrico Cassina.

The "made to order" nature of these products is indicated on the relevant product page, before order confirmation. The specific return conditions applicable to these products are detailed in Article 8.4.

Natural or handcrafted materials (wood, brass, marble, stone, patinated finishes, etc.) may present slight variations in appearance, grain, colour, texture, finish or dimensions. Such variations, where they remain compatible with the normal use of the product, do not constitute a lack of conformity.

2.2 Bulk orders, complete projects and sample recommendation

For any complete project, in particular when ordering several pieces, pairs, door handles, furniture handles, knobs, accessories or hardware components, MILLA strongly recommends ordering a single piece, a pair or a sample first, where possible, in order to validate the model, finish, dimensions, feel, compatibility and actual appearance before ordering the full quantity required.

The Customer who chooses to order a large quantity directly without prior ordering of a sample acknowledges having carried out their own verification of their requirements (number of doors, pieces of furniture, direction of opening, centre distances, dimensions, finishes, technical compatibility and aesthetic consistency).

2.3 Installation, works, maintenance and precautions for use

Handles, knobs, roses, locks, accessories and hardware components are finishing products. They must be installed with care, on an appropriate, clean, dry, stable support that is compatible with the product ordered.

It is strongly recommended that these products be installed after the completion of all works, once painting, sanding, plastering, rendering, site cleaning, floor and wall covering installation and joinery adjustments have been completed. Premature installation exposes the products to scratches, impacts, dust, paint or render splashes, glue marks, solvents or repeated handling.

Certain materials and finishes (stainless steel, brass, wood, marble, stone, patinated, painted, lacquered, PVD, galvanised or treated finishes) require appropriate maintenance. The use of abrasive products, solvents, aggressive detergents, acid-based or chlorinated products, white spirit, paint strippers, descalers or abrasive cloths may damage the finishes.

Deterioration resulting from installation during works, improper maintenance, abnormal use or cleaning with aggressive products does not constitute a lack of conformity of the product.

Article 3 – Pricing

Prices are quoted in euros, inclusive of all taxes, excluding delivery costs, unless otherwise stated.

Delivery costs are indicated before the final confirmation of the order. They vary according to the carrier chosen, the destination, the weight, the volume of the parcel and the available options.

MILLA reserves the right to modify its prices at any time. The price charged to the Customer is that displayed at the time the order is confirmed, subject to product availability.

3.1 Quantity discounts and commercial discounts

MILLA may grant, on a case-by-case basis, a commercial discount linked in particular to the volume ordered, the nature of the project or the business relationship. Such a discount is directly linked to the quantity actually ordered and retained.

Consequently, in the event of a return, partial cancellation or withdrawal relating to part of the products that gave rise to a quantity discount, MILLA reserves the right to recalculate the refund amount on the basis of the unit price actually applicable to the quantity ultimately retained by the Customer, after deducting the discount that no longer applies. The Customer is informed of this before any refund is processed.

Retention of title: the products remain the property of MILLA until full payment of the price by the Customer. The transfer of risk, however, occurs under the conditions set out in Article 7.5.

Article 4 – Order and contract formation

The Customer selects the products of their choice, adds them to their basket, checks the details of their order, then enters the information required for billing and delivery.

Before final confirmation, the Customer may check the contents of their basket, correct any errors, modify their information or abandon their order.

The order becomes firm upon validation of payment or confirmation that it has been accepted, depending on the payment method used. An order confirmation is then sent by e-mail to the address provided by the Customer.

Important: the Customer is responsible for the accuracy of the information provided when placing the order, in particular the delivery address, e-mail address, telephone number, quantities ordered, references selected, finishes chosen and the compatibility of the products with their project.

MILLA reserves the right to refuse or cancel an order in the event of a prior dispute with the Customer, a payment incident, suspected fraud, a manifest pricing error or an order of an abnormal nature.

Article 5 – Product availability

Product offers are valid for as long as they are visible on the Site, subject to available stock and supply capacity from our partner suppliers, manufacturers, craft workshops or production houses.

It may happen that a product displayed as available or orderable becomes unavailable after the order has been confirmed, in particular in the event of a stock discrepancy, supplier stock-out, extended manufacturing lead time or cessation of production.

In the event of unavailability after an order has been placed, MILLA informs the Customer as soon as possible and may propose, depending on the situation: a new delivery date; an equivalent product or an alternative; partial or total cancellation of the order; a refund of the amounts paid for the unavailable products.

In the event of cancellation due to unavailability, the refund is processed within a maximum of fourteen (14) days from the cancellation of the order.

Article 6 – Payment and security

Payment is made via the methods available on the Site at the time of ordering, including by credit card, PayPal or any other available payment method.

Card payments are processed by a secure payment provider. Banking data is transmitted via encrypted channels and is not accessible to MILLA.

MILLA never has access to your full credit card number.

In the event of payment by PayPal, the specific conditions of the PayPal service also apply.

The order is only prepared after payment has been effectively validated, unless a specific agreement has been reached between MILLA and the Customer.

Article 7 – Delivery, receipt and parcel inspection

The delivery areas actually available are those offered to the Customer at the time of placing the order. MILLA delivers in particular to mainland France and, depending on the options available on the Site, to several European countries as well as to certain overseas territories.

7.1 Preparation and delivery lead times

The lead times indicated on the Site are estimates when they depend on a supplier, manufacturer, craft workshop, partner production house or carrier. Made-to-order products (Article 2.1) may have a longer lead time, as indicated on the product page.

MILLA undertakes to inform the Customer in the event of any significant delay brought to its attention. Failing specific indication, delivery takes place within the time limits provided for by the regulations applicable to contracts concluded at a distance.

7.2 Delivery tracking

When an order is dispatched, a tracking link or number is sent to the Customer, where the carrier allows it. Delivery may take place without prior notification from the carrier: the Customer must ensure that someone is available to receive the parcel or opt for delivery to a collection point where this option is available.

7.3 Parcel receipt and carrier reservations

Upon delivery, the Customer is invited to check the apparent condition of the parcel and the products. In the event of any visible anomaly (damaged or opened parcel, missing, broken or deteriorated product, or manifest error), the Customer must contact MILLA as soon as possible at contact@millapoignees.com, attaching photos of the parcel, the transport label, the inner protective materials and the products concerned. Where possible, the Customer is also invited to make precise reservations with the carrier.

7.4 Checking the contents and claims relating to missing items

Upon receipt, the Customer must promptly check the contents of the parcel and compare it with their order, invoice or delivery note: references received, quantities delivered, finishes, models, as well as the presence of accessories, screws, roses, spindles, adapters and instructions.

Any apparent anomaly (reference error, quantity error, missing product, incomplete pair, missing rose or screws) must be reported to MILLA no later than thirty (30) calendar days following receipt, together with the elements needed to analyse the situation (order number, photos of the outer parcel, transport label, packaging, protective materials, products and accessories received).

A complaint made several weeks or months after receipt makes it difficult or even impossible to verify the origin of the anomaly and to exercise a claim against the carrier. MILLA may then request any additional supporting evidence and reserves the right to refuse to handle the matter where the anomaly cannot be reliably verified. This provision concerns apparent anomalies; it does not deprive the consumer Customer of the statutory guarantees applicable in the event of a lack of conformity or a hidden defect not apparent at the time of receipt.

7.5 Transfer of risk

For the consumer Customer, the risk of loss or damage to the products is transferred at the moment when the Customer, or a third party designated by them other than the carrier, takes physical possession of the goods. For the professional Customer, the transfer of risk occurs upon handover of the products to the carrier.

7.6 Customs and taxes outside the European Union

For deliveries outside the European Union, customs duties, local taxes or administrative fees may be payable upon arrival. These costs are the responsibility of the recipient and are not included in the price paid on the Site, unless explicitly stated otherwise.

Article 8 – Right of withdrawal, returns and refunds

This article distinguishes three situations: the consumer Customer (8.1 to 8.3), made-to-order products (8.4), and the professional Customer (8.5). The depreciation scale applicable to returned products is set out in Article 8.6.

8.1 Statutory 14-day right of withdrawal (consumer)

In accordance with the Consumer Code, the consumer Customer has a statutory period of fourteen (14) days from receipt of the products to exercise their right of withdrawal, without having to justify their decision. Where the order involves several products delivered separately, the period runs from receipt of the last product.

To exercise this right, the Customer notifies MILLA of their decision by means of an unambiguous statement, by e-mail to contact@millapoignees.com or by post. The Customer may use the standard form included in the annex, without obligation. The Customer must then return the products no later than fourteen (14) days after notifying MILLA of their decision.

Products returned under the statutory right of withdrawal must be complete and returned in their original packaging. The Customer may handle the products to establish their nature and characteristics, as they would in a shop; however, their liability may be engaged in the event of depreciation resulting from handling beyond what is necessary (product assembled, installed, scratched, mismatched, packaging destroyed). In such cases, a deduction is applied to the refund in accordance with the scale set out in Article 8.6.

8.2 Commercial extension: return up to 90 days (consumer)

Because a renovation project can take time, MILLA offers, in addition to the statutory right, a commercial extension of the return period of up to ninety (90) days from receipt, for the vast majority of catalogue products.

This extension is a benefit voluntarily offered by MILLA; it does not affect the statutory 14-day right of withdrawal. As a commercial gesture, it is subject to the specific conditions defined by MILLA:

• the product must be returned new, complete, unassembled, unused, undamaged, in its original packaging and in perfect resaleable condition;
• beyond the statutory 14-day period, a product returned damaged, assembled, scratched, mismatched or incomplete may be refused outright, without refund;
• the extension does not apply to made-to-order products referred to in Article 8.4;
• return shipping costs remain the responsibility of the Customer and the initial delivery costs are not refunded where the return results from the Customer's choice.

8.3 Bulk orders and large returns (consumer)

MILLA accepts returns of standard catalogue products, including in bulk, under the conditions set out above. However, a return involving a large quantity — understood as a return of more than 20 units OR an amount exceeding €1,500 including VAT of products — requires prior written agreement from MILLA before any return is sent, in order to organise the collection, inspection and storage under appropriate conditions.

This prior agreement does not affect the consumer's statutory 14-day right of withdrawal: it merely organises the practical arrangements (address, packaging, collection schedule). The Customer is invited to contact MILLA before returning any large quantity in order to obtain the procedure to follow.

Ordering a sample in advance (Article 2.2) is strongly recommended for any bulk project, in order to avoid significant returns resulting from an estimation error.

8.4 Made-to-order products

Products handcrafted to order (Article 2.1: Mandelli, Dauby, DCG Laiton, Dot Manufacture, Marbelo, Open and Hide, Ento, Enrico Cassina, and any other product identified as such on its product page) are subject to the following regime:

• the consumer Customer retains their statutory 14-day right of withdrawal. To obtain a refund, the product must be returned complete, unassembled, undamaged, in its original packaging; failing this, the scale set out in Article 8.6 applies;
• these products are excluded from the 90-day commercial return extension: no return is accepted beyond the statutory 14-day period, except in the case of a proven defect or non-conformity;
• any return of these products must be the subject of prior written agreement from MILLA;
• ordering a sample in advance is strongly recommended before any bulk order.

The "made to order" nature of the product and the exclusion of the 90-day extension are indicated on the relevant product page, before order confirmation.

8.5 Provisions applicable to the professional Customer

The Customer acting for professional purposes (identified in particular by the entry of a SIRET or VAT number when creating their account, by an order placed on the basis of a quote, or by the nature and volume of their order) is subject to the following provisions:

• in accordance with Article L.221-3 of the Consumer Code, the 14-day right of withdrawal does not apply to orders placed by a professional whose purpose falls within the scope of their main business activity, unless there is a specific written commercial agreement from MILLA;
• the 90-day commercial return extension does not apply to professional orders;
• any possible return is subject to a written commercial agreement on a case-by-case basis and may be refused, in particular for made-to-order or specially sourced products;
• MILLA reserves the right to assess professional status in light of the nature of the order, its volume and its manifest purpose, including where the Customer has not expressly declared that they are acting in a professional capacity.

The professional acknowledges that made-to-order products are specifically put into production with partner workshops and cannot, in practice, be taken back by those workshops or easily resold.

8.6 Depreciation scale applicable to returned products

When a product is returned in a condition that no longer allows it to be resold as new, MILLA applies a deduction ("markdown") to the refund, corresponding to the depreciation actually observed. This deduction is justified to the Customer, supported by photographs. By way of indication, the scale is as follows:

Handles, knobs, roses and accessories are finishing components: a simple metal-on-metal rub can cause irreversible scratches. The Customer must carefully protect each item before returning it, avoiding any direct contact between metal parts (see the Returns page).

8.7 Products excluded from the statutory right of withdrawal

In accordance with Article L.221-28 of the Consumer Code, the statutory right of withdrawal does not apply to goods made to the Customer's specifications or clearly personalised: a particular dimension outside the catalogue, a non-standard finish made to order, drilling, engraving, a specific colour or any other adaptation specific to the Customer. This information is indicated before the order is confirmed.

The mere fact that a product is handcrafted, made to order or not held in stock is not, in itself, sufficient to exclude the statutory right of withdrawal where it concerns a standard catalogue reference with no personalisation specific to the Customer. Made-to-order products then fall under the regime of Article 8.4 (statutory right of withdrawal maintained, 90-day extension excluded), and not under an exclusion of the right of withdrawal.

8.8 Refund and returns address

When the consumer Customer exercises their statutory right of withdrawal within the 14-day period, MILLA refunds the amounts paid, including standard delivery costs (excluding any additional costs for a more expensive delivery method), no later than fourteen (14) days from notification of the decision to withdraw. MILLA may defer the refund until the goods have been recovered or proof of their dispatch has been provided, whichever is the earlier. The refund is made via the original payment method, unless otherwise agreed.

Returns address:
SAS MILLA
13, avenue du Bois
94430 Chennevières-sur-Marne
France

The Customer must include in the parcel their first name, surname and order number, or the delivery note. The detailed returns policy is available here: Returns and Refunds.

Article 9 – Statutory guarantees

9.1 Statutory guarantee of conformity

MILLA is bound by the statutory guarantee of conformity under the conditions of Articles L.217-3 et seq. of the Consumer Code. In the event of a lack of conformity, the consumer Customer may request that the product be brought into conformity by repair or replacement, or, where the legal conditions are met, a reduction in price or cancellation of the contract.

9.2 Guarantee against hidden defects

The Customer may also act under the guarantee against hidden defects (Articles 1641 et seq. of the Civil Code) and choose between cancellation of the sale or a reduction in price.

9.3 Exercising guarantees

For any request, the Customer contacts MILLA at contact@millapoignees.com, providing their order number and attaching photos or videos of the issue. MILLA may request the return of the product before proposing a solution.

Statutory guarantees do not cover damage resulting from a cause external to the product: incorrect installation, non-conforming installation or installation during works, misuse, improper maintenance, aggressive cleaning products, abnormal exposure, normal wear and tear, impact or modification of the product.

Article 10 – Preparation error, non-conforming or missing product

In the event of an error attributable to MILLA (reference error, quantity error, product not conforming to the order, or missing item reported under the conditions of Article 7.4), the Customer contacts MILLA as soon as possible at contact@millapoignees.com. After verification, MILLA covers the costs necessary for the return and/or reshipment according to the chosen solution. Photos of the product, the parcel label, the packaging and the accessories received may be requested.

Article 11 – Personal data

The personal data collected on the Site is processed by SAS MILLA, as data controller, in particular to process orders, organise delivery, manage invoicing, provide customer follow-up, handle returns and complaints and, with the Customer's consent or where permitted by regulation, send commercial communications.

The Customer has the right of access, rectification, erasure, objection, restriction and, where applicable, portability, by writing to contact@millapoignees.com. The privacy policy is available here: Privacy Policy.

The Customer may also register free of charge on the Bloctel telephone canvassing opt-out list: www.bloctel.gouv.fr.

Article 12 – Intellectual property

All content on the Site (texts, photographs, visuals, logos, graphics, product pages, descriptions, videos, structure and layout) is protected by intellectual property law and, unless otherwise stated, remains the exclusive property of MILLA. Any reproduction, representation, modification, adaptation, distribution or exploitation, in whole or in part, without prior written authorisation from MILLA, is prohibited. Any request for use may be sent to contact@millapoignees.com.

Article 13 – Liability

MILLA implements reasonable means to ensure the proper functioning of the Site, the accuracy of the information published and the proper execution of orders.

MILLA's liability may not be engaged in the event of non-performance attributable to the Customer, a third party, a carrier, a supplier, a case of force majeure or an external event that could not reasonably be controlled, subject to the mandatory statutory provisions applicable to consumers.

The Customer is responsible for selecting products in relation to their project, technical constraints, quantities, dimensions and compatibility with their doors, furniture, locks, joinery or supports, unless specific written advice has been given by MILLA on the basis of complete and accurate information provided by the Customer.

Article 14 – Customer service

For any question before or after ordering, our team is reachable by e-mail at contact@millapoignees.com, by phone on 01 75 36 64 32 (during the hours indicated on the Site) and via the contact form.

Article 15 – Mediation and dispute resolution

These GTC are governed by French law. The language of the contract is French.

In the event of a difficulty, the Customer is invited to contact MILLA in the first instance in order to seek an amicable solution, by e-mail at contact@millapoignees.com or on 01 75 36 64 32.

In accordance with the provisions relating to consumer dispute mediation, the consumer Customer may, after having sent a written complaint to MILLA and in the absence of a satisfactory response within a reasonable time, use the free mediation service AME CONSO, within one year of their written complaint:

• online: www.mediationconso-ame.com;
• by post: AME CONSO, 197 Boulevard Saint-Germain, 75007 Paris, France.

In the absence of an amicable resolution or mediation, the competent French courts may be seized, subject to the applicable statutory provisions.

Article 16 – Force majeure

MILLA's liability may not be engaged if non-performance or delay results from a case of force majeure within the meaning of the Civil Code and applicable case law: strike, natural disaster, fire, flood, epidemic, transport blockage, exceptional supply disruption, major breakdown, administrative decision or any other unforeseeable, irresistible and external event. MILLA informs the Customer as soon as possible when the situation affects the execution of their order.

Annex – Standard withdrawal form

This form may be used by the consumer Customer wishing to exercise their right of withdrawal. It must be sent by e-mail to contact@millapoignees.com or by post to SAS MILLA, 13 avenue du Bois, 94430 Chennevières-sur-Marne, France.

For the attention of SAS MILLA:

I hereby notify you of my withdrawal from the contract relating to the sale of the product(s) listed below:

Order no.: ................................................

Ordered on: ................................................

Received on: ................................................

Customer's name: ................................................

Customer's address: ................................................

E-mail used when placing the order: ................................................

Date: ................................................

Customer's signature, only in the case of paper notification: ................................................