Terms & Conditions of Sale

Last updated: February 2026

These Terms & Conditions are provided in English for the convenience of non-French-speaking customers. The original French version remains the legally binding reference in the event of any discrepancy.

1. Purpose

These general terms and conditions of sale ("Terms") govern the contractual relationship between PERSONNALISÉ, hereinafter referred to as "the Seller," and any individual or legal entity making a purchase through the website. They define the rights and obligations of the parties in connection with the sale of personalized dietary supplements and hair analyses.

2. Services Offered

The Seller offers:

• Analysis + Personalized Dietary Supplements + Summary Report: based on a hair analysis, a custom supplement formula is created. Analysis results are accompanied by a summary interpretation report.

Supplements are formulated by a partner pharmacy and shipped by the Seller.

All offers are based on a monthly subscription system, which may be modified or cancelled under the conditions specified below.

3. Non-Medical Nature of the Service

The analyses offered are derived from alternative methods. They do not constitute a medical act, a diagnosis, or a treatment, and must never replace a medical consultation. The content provided does not constitute a promise of results or of a cure.

Medical decisions are the exclusive responsibility of licensed healthcare professionals.

4. Order

Every order requires:

• Sending a hair sample (a lock of hair),
• Completing the questionnaire sent by email link upon confirmation of purchase,
• Full and unreserved acceptance of these Terms.

Processing of the order by the laboratory can only begin once the sample has been received.

5. Customer Obligations

5.1 Accurate Information

The customer agrees to provide complete, accurate, and up-to-date information.

5.2 Sample

The customer sends their own hair sample in a simple envelope to the address provided. They are solely responsible for the sample being sent correctly. No specific list of excluded hair substances or treatments is provided: any sample is accepted unless clearly unusable (too small, burnt, mixed, etc.).

5.3 Personal Commitment

All offers require the customer's active participation (sending a sample). Without a sample, no analysis or supplement can be produced, and no liability can be incurred by the Seller.

6. Payment

Payment is made via Stripe at the time of order. No order will be processed without prior payment.

6.1 Subscription

Formulas are offered on a subscription basis. The customer may modify or cancel their subscription upon simple written request starting from the 3rd month: the personalized formula is designed around a recommended minimum duration of 3 months to allow for gradual adjustment. The subscription is taken out for an initial period of 3 months.

6.2 Invoice

An invoice can be provided upon request. To obtain one, the customer may contact us by email at: hello@personnalise.co.

7. Withdrawal and Refunds

7.1 Right of Withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to goods that are personalized or made to the consumer's specifications. Personalized dietary supplements are neither returned nor exchanged.

7.2 Samples

No refund may be requested on the grounds of error or an unusable sample.

7.3 Cancellation

No cancellation may be requested once an order has been confirmed, except in exceptional cases handled on a case-by-case, amicable basis.

8. Delivery

Products are shipped by the Seller to the address provided by the customer when ordering. Delivery times vary by destination. The Seller cannot be held liable in the event of an error in the address provided by the customer.

9. Quality – Liability

9.1 Quality

Supplements are manufactured by a partner pharmacy in accordance with applicable standards. The Seller acts as an intermediary and oversees the quality of the products shipped.

9.2 Non-Conformity

No claim will be considered after 7 days following receipt of the products. Any claim must be substantiated and accompanied by a photo.

9.3 Limitation of Liability

The Seller does not guarantee any specific results. Perceived effects may vary from person to person. No therapeutic effect is guaranteed. Use of the supplements remains the customer's responsibility, who acknowledges accepting the consequences thereof. The Seller therefore cannot be held liable for any result, adverse effect, or alleged lack of effectiveness.

10. Intellectual Property

All content (text, visuals, concepts) on the website is the exclusive property of the Seller. Any reproduction is prohibited without prior written authorization.

11. Personal Data

11.1 Processing

The customer's personal data is used solely in connection with the service (analysis, delivery, follow-up). It may be shared with:

• the laboratory responsible for the analyses,
• the partner pharmacy, for formulation purposes,
• internal tools used for service tracking and management.

11.2 Sensitive Data

Hair samples are destroyed by the laboratory after analysis. The Seller retains the results for 5 years to ensure personalized follow-up.

12. Governing Law and Disputes

This contract is governed by French law.

In the event of a dispute, an amicable solution will always be sought first. Failing an agreement, the competent courts shall be those of the jurisdiction where the Seller's registered office is located.