General Terms and Conditions of Sale

Version in force as of 20/06/2026

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

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

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

Preamble

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

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

These GTC apply to sales concluded with both consumers and professionals, each benefiting from the regime specific to them, as set out 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 falling within the scope of their commercial, industrial, craft, liberal or agricultural activity, including in particular an architect, interior designer, fit-out specialist, joiner, construction company, reseller, retailer, property developer, estate dealer, renovation company or any other professional entity. Professionals are 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 Client acknowledges having read these General Terms and Conditions of Sale and accepts them without reservation.

Article 1 – Seller Identity

SAS MILLA
Simplified joint-stock company with 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.fr

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

Article 2 – Products

The products offered for sale are those presented on the Site at the time 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 for 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 Items and Made-to-Order Products

The vast majority of products offered on the Site are standard catalogue products, which MILLA may take 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 manufacturers, following validation of the Customer's order. These workshops do not operate as industrial units with permanent stock: each piece is launched, shaped or finalised specifically according to the orders received.

In particular, and by way of indication, this concerns certain references or collections from the following brands and manufacturers: 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, prior to order confirmation. The specific return conditions applicable to these products are detailed in Article 8.4.

Natural or artisanally crafted materials (wood, brass, marble, stone, patinated finishes, etc.) may display slight variations in appearance, grain, shade, 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 Quantity 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 items, 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 quantities required.

A Client who chooses to order a large quantity directly without first ordering a sample acknowledges having personally verified their requirements (number of doors, furniture pieces, opening direction, centre spacings, dimensions, finishes, technical compatibility and aesthetic consistency).

2.3 Fitting, Building Works, Maintenance and Usage Precautions

Handles, knobs, escutcheons, locks, accessories and hardware items are finishing products. They must be installed with care, on a suitable, clean, dry, stable support that is compatible with the product ordered.

It is strongly recommended to install these products after the completion of all works, once painting, sanding, plastering, rendering, site cleaning, floor and wall coverings, and joinery adjustments have been finished. 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 care. The use of abrasive products, solvents, aggressive detergents, acidic, chlorinated, white spirit, paint strippers, limescale removers or abrasive cloths may damage the finishes.

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

Article 3 – Prices

Prices are indicated in euros, inclusive of all taxes, excluding delivery charges, unless otherwise stated.

Delivery charges are indicated before final order confirmation. 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 Client is the price displayed at the time the order is confirmed, subject to product availability.

3.1 Quantity Discounts and Trade 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 commercial 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 some 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 Client, after deducting the discount that no longer applies. The Client will be informed before any refund is processed.

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

Article 4 – Order and Formation of Contract

The Client 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 Client may check the contents of their basket, correct any errors, amend their details or abandon their order.

The order becomes firm upon payment confirmation or confirmation of its processing depending on the payment method used. An order confirmation is then sent by e-mail to the address provided by the Client.

Important: the Client 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, chosen references, selected finishes 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 Client, a payment incident, suspicion of 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 factories.

It may happen that a product displayed as available or orderable becomes unavailable after the order has been confirmed, in particular due to stock discrepancies, supplier shortages, extended manufacturing lead times or production discontinuation.

In the event of unavailability after an order has been placed, MILLA informs the Client as soon as possible and may propose, depending on the situation: a new delivery date; an equivalent product or 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 will be processed within a maximum period of fourteen (14) days from the date of cancellation of the order.

Article 6 – Payment and Security

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

Credit card payments are processed by a secure payment service provider. Bank details are transmitted via encrypted channels and are not accessible to MILLA.

MILLA never has access to your full bank card number.

In the event of payment by PayPal, PayPal's own terms and conditions also apply.

The order is only prepared after effective payment confirmation, unless a specific agreement has been made between MILLA and the Client.

Article 7 – Delivery, Receipt and Parcel Inspection

The delivery zones actually available are those offered to the Client 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 certain overseas territories.

7.1 Preparation and delivery 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. In the absence of a 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 the order has been dispatched, a tracking link or number is sent to the Customer, where the carrier allows it. Delivery may take place without prior contact from the carrier: the Customer must ensure that a person is available to receive the parcel or opt for delivery to a collection point where this option is available.

7.3 Receipt of Parcel and Carrier Reservations

Upon delivery, the Customer is invited to check the apparent condition of the parcel and products. In the event of a visible anomaly (damaged, opened or tampered parcel, missing, broken or damaged product, or obvious error), the Customer must contact MILLA as soon as possible at contact@millapoignees.fr, attaching photos of the parcel, the shipping label, the internal protections and the products concerned. Where possible, the Customer is also invited to raise precise reservations with the carrier.

7.4 Verification of Contents and Claims Relating to Missing Items

Upon receipt, the Client must promptly check the contents of the parcel and compare them 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 (incorrect reference, incorrect quantity, missing product, incomplete pair, missing escutcheon or screws) must be reported to MILLA no later than thirty (30) calendar days following receipt, with the elements required to analyse the situation (order number, photos of the outer packaging, shipping label, packaging, internal protections, 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 pursue a claim against the carrier. MILLA may then request any additional information and reserves the right to refuse to handle the matter when the anomaly cannot be reliably verified. This provision concerns apparent anomalies; it does not deprive the consumer Client of the statutory guarantees applicable in the event of a lack of conformity or a hidden defect not apparent upon receipt.

7.5 Transfer of Risk

For the consumer Client, the risk of loss or damage to the products is transferred at the moment when the Client, or a third party designated by them other than the carrier, physically takes possession of the goods. For the professional Client, 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 Client (8.1 to 8.3), made-to-order products (8.4), and the professional Client (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. When the order covers several products delivered separately, the period runs from receipt of the last product.

To exercise this right, the Client notifies MILLA of their decision by an unambiguous statement, by e-mail to contact@millapoignees.fr or by post. The Client may use the model form provided in the annex, though this is not mandatory. The Client must then return the products no later than fourteen (14) days following notification of their decision.

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

8.2 Commercial extension: returns 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 goodwill gesture, it is subject to the specific conditions defined by MILLA:

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

8.3 Quantity Orders and Large Returns (consumer)

MILLA accepts returns of standard catalogue products, including in quantity, under the conditions set out above. However, a return involving a large quantity — understood as a return of more than 20 units OR with a value exceeding €1,500 incl. 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, return schedule). The Client 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 quantity 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 terms:

• the consumer Client retains their statutory 14-day right of withdrawal. To obtain a refund, the product must be returned complete, unmounted, undamaged, in its original packaging; failing which, 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 subject to prior written agreement from MILLA;
• ordering a sample in advance is strongly recommended before placing any large quantity order.

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

8.5 Provisions applicable to the professional Customer

Customers acting for professional purposes (identified in particular by entering 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) are 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 activity, unless a specific written commercial agreement has been made with MILLA;
• the commercial 90-day return extension does not apply to professional orders;
• any potential return is subject to a written commercial agreement on a case-by-case basis and may be refused, in particular for products manufactured to order or specially sourced;
• MILLA reserves the right to assess professional status based on the nature of the order, its volume and its apparent purpose, including where the Client has not expressly declared that they are acting in a professional capacity.

The professional Client acknowledges that made-to-order products are specifically put into production by 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 explained to the Client, supported by photographs. As a guide, the scale is as follows:

Handles, knobs, escutcheons and accessories are finishing pieces: simple metal-on-metal friction 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 provided before order confirmation.

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 without personalisation specific to the Client. Made-to-order products are then subject to the regime of Article 8.4 (statutory right of withdrawal maintained, 90-day extension excluded), and not to an exclusion of the right of withdrawal.

8.8 Refund and Return Address

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

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

The Client must include in the parcel their 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 French Consumer Code. In the event of a lack of conformity, the consumer Client 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 termination of the contract.

9.2 Guarantee Against Hidden Defects

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

9.3 Exercising Guarantees

For any request, the Client contacts MILLA at contact@millapoignees.fr, 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-compliant fitting or installation during building works, misuse, improper maintenance, use of 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 a missing item reported in accordance with Article 7.4), the Client contacts MILLA as soon as possible at contact@millapoignees.fr. After verification, MILLA covers the costs necessary for the return and/or reshipment depending on the chosen solution. Photographs of the product, the parcel label, the packaging and the accessories received may be requested.

Article 11 – Personal Data

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 regulations, send commercial communications.

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

The Client 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 sheets, 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.fr.

Article 13 – Liability

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

MILLA shall not be held liable for any failure to perform attributable to the Customer, a third party, a carrier, a supplier, a case of force majeure or an external event that cannot reasonably be controlled, subject to mandatory legal provisions applicable to consumers.

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

Article 14 – Customer Service

For any question before or after placing an order, our team can be reached by e-mail at contact@millapoignees.fr, 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 dispute, the Customer is invited to contact MILLA as a priority in order to seek an amicable solution, by e-mail at contact@millapoignees.fr or by phone on 01 75 36 64 32.

In accordance with the provisions relating to consumer dispute mediation, the consumer Client may, after having sent a written complaint to MILLA and in the absence of a satisfactory response within a reasonable period of 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 seised, subject to applicable statutory provisions.

Article 16 – Force Majeure

MILLA's liability cannot be incurred if non-performance or delay results from a force majeure event within the meaning of the French 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 Client as soon as possible when the situation affects the execution of their order.

Annex – Model Withdrawal Form

This form may be used by the consumer Client wishing to exercise their right of withdrawal. It must be sent by e-mail to contact@millapoignees.fr 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) below:

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

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

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

Customer Name: ................................................

Client's address: ................................................

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

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

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