General Terms and Conditions of Sale

Version in force as of 20/06/2026

A question before you buy? Our team is available on 01 75 36 64 32 or by e-mail at contact@millapoignees.fr

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

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

Preamble

The website www.millapoignees.fr, hereinafter referred to as the "Site", is published and operated by the company SAS MILLA, hereinafter referred to as "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 both consumers and professionals, each benefiting from the regime applicable 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 an architect, interior designer, fitter, joiner, building contractor, reseller, shop, property developer, estate dealer, renovation company or any other professional structure. Professionals are invited to contact MILLA before ordering 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 of Sale and accepts them without reservation.

Article 1 – Seller's Identity

SAS MILLA
Simplified joint-stock company 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.fr

For any comments regarding the functioning 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 manufacturing facilities.

Each product page presents the essential characteristics of the product: model, finish, fitting 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 items and made-to-order products

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

Certain 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 confirmation 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.

Certain references or collections from the following brands and manufacturers are notably concerned, by way of indication: 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 handcrafted materials (wood, brass, marble, stone, patinated finishes, etc.) may present 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 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 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.

The Customer 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 distances, dimensions, finishes, technical compatibility, and aesthetic coherence).

2.3 Fitting, building works, maintenance, and precautions for use

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

It is strongly recommended to install these products after the completion of building 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, adhesive residue, 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, acidic or chlorine-based products, white spirit, paint strippers, limescale removers, or abrasive cloths may damage the finishes.

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

Article 3 – Pricing

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

Delivery charges are indicated before final confirmation of the order. They vary according to the carrier selected, 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 the price 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 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 Customer, after deducting the discount that no longer applies. The Customer will be informed of this before the refund is processed.

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

Article 4 – Order and Formation of Contract

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

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

The order becomes firm after payment has been validated or confirmation of its acceptance 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, selected references, chosen 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 Customer, a payment incident, suspected fraud, a manifest error in the price, 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 manufacturing facilities.

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 stockouts, extended manufacturing lead times, or discontinuation of production.

In the event of unavailability following an order, MILLA will inform 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 amounts paid for unavailable products.

In the event of cancellation due to unavailability, the refund is 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 available on the Site at the time of ordering, including by bank card, PayPal, or any other available payment method.

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 case of payment by PayPal, the terms and conditions specific to 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 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 manufacturing facility, 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 specific indication, delivery takes place within the timeframes provided for by the regulations applicable to contracts concluded at a distance.

7.2 Delivery tracking

When the order is dispatched, a tracking link or number is sent to the Customer, where the carrier allows it. Delivery may take place without a prior call 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 Receipt of parcel and carrier reservations

Upon delivery, the Customer is invited to check the apparent condition of the parcel and the products. In the event of a visible anomaly (damaged or opened parcel, missing, broken or deteriorated 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 inner protections and the products concerned. Where possible, the Customer is also invited to raise precise reservations with the carrier.

7.4 Checking parcel contents and claims relating to missing items

Upon receipt, the Customer 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 needed to analyse the situation (order number, photos of the outer packaging, shipping label, packaging, inner 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 issue and to pursue a claim against the carrier. MILLA may therefore request any additional supporting evidence and reserves the right to decline to handle the matter where the issue cannot be reliably verified. This provision concerns apparent defects; it does not deprive the consumer Customer of the statutory warranties 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 Customer, the risk of loss or damage to products is transferred at the moment when they, or a third party designated by them other than the carrier, physically take possession of the goods. For the professional Customer, the transfer of risk takes place 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 charges 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 covers 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.fr or by post. The Customer may use the standard form provided in the appendix, although this is not obligatory. The Customer 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 Customer may handle the products to establish their nature and characteristics, as they would in a shop; however, they may be held liable for any 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: 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 offered voluntarily 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, fitted, 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 Customer's responsibility, and the original delivery costs are not refunded when the return results from the Customer's own choice.

8.3 Bulk orders and large-volume returns (consumer)

MILLA accepts returns of standard catalogue products, including in bulk quantities, under the conditions set out above. However, a return involving a large quantity — defined as a return of more than 20 units OR a total value 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 a large quantity of items in order to obtain the procedure to follow.

Prior ordering of a sample (Article 2.2) is strongly recommended for any bulk project, in order to avoid significant returns arising 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 rules:

• the consumer Customer retains their statutory 14-day right of withdrawal. In order to receive 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 returns 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;
• prior ordering of a sample is strongly recommended before placing any bulk order.

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

8.5 Provisions applicable to professional Customers

A 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 French 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 MILLA provides a specific written commercial agreement;
• 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 evident 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, with supporting photographs. As a guide, the scale is as follows:

Handles, knobs, escutcheons and accessories are finishing pieces: 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 French Consumer Code, the statutory right of withdrawal does not apply to goods made to the Customer's specifications or clearly personalised: non-standard dimensions outside the catalogue, non-standard finish made to order, drilling, engraving, specific colour or any other adaptation specific to the Customer. This information is indicated prior to 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 the item is a standard catalogue reference without any personalisation specific to the Customer. Made-to-order products therefore 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 return address

When the consumer Customer exercises their statutory right of withdrawal within the 14-day period, MILLA refunds the sums paid, including standard delivery charges (excluding any additional charges for a more expensive delivery method), no later than fourteen (14) days from notification of the withdrawal decision. MILLA may defer the refund until the goods are recovered or proof of their dispatch is provided, 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 Customer must include their name, surname, and order number in the parcel, or the delivery note. The detailed returns policy is available here: Returns and Refunds.

Article 9 – Statutory Warranties

9.1 Statutory guarantee of conformity

MILLA is bound by the statutory warranty 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 termination of the contract.

9.2 Warranty against hidden defects

The Customer may also act under the warranty 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 Implementation of warranties

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

The statutory warranties do not cover damage resulting from a cause external to the product: improper installation, non-compliant fitting or installation during building works, misuse, inappropriate 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 (incorrect reference, incorrect quantity, product not conforming to the order, or missing item reported in accordance with the conditions of Article 7.4), the Customer should contact MILLA as soon as possible at contact@millapoignees.fr. Following verification, MILLA will cover the costs required for the return and/or re-shipment depending on the solution agreed. Photos of the product, the parcel label, the packaging, and the accessories received may be requested.

Article 11 – Personal Data

Personal data collected on the Website is processed by SAS MILLA, the 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, to 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 Customer may also register free of charge on the telephone canvassing opt-out list Bloctel: 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 addressed to contact@millapoignees.fr.

Article 13 – Liability

MILLA implements reasonable means to ensure the proper functioning of the Website, 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 the mandatory legal 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, except where specific written advice has been provided by MILLA on the basis of complete and accurate information supplied by the Customer.

Article 14 – Customer Service

For any questions before or after ordering, our team can be reached by e-mail at contact@millapoignees.fr, by telephone on 01 75 36 64 32 (according to the hours indicated on the Website) 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 as a priority in order to seek an amicable solution, by e-mail at contact@millapoignees.fr or by telephone 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 mediation service AME CONSO free of charge, 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 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 disruption, exceptional supply shortage, major breakdown, administrative decision, or any other unforeseeable, unavoidable, and external event. MILLA will inform the Customer as soon as possible when the situation affects the fulfilment of their order.

Appendix – 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.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 for the sale of the product(s) listed below:

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

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

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

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

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

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

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

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