General Terms and Conditions of Sale

Any order implies acceptance of our General Terms and Conditions of Sale to the exclusion of any other document issued by the buyer, in particular any general terms and conditions of purchase, which are unenforceable. Only persons who are legally capable of entering into contracts may order our products and services.

The products offered comply with the French legislation in force and the standards applicable in France. The photographs illustrating the goods have no contractual value and are only used as illustrations, so they cannot engage the liability of the company IMMUNOCTEM®.

People suffering from incontinence will need to add a waterproof mattress pad to the IMMUNOCTEM® mattress cover or the IMMUNOCTEM® mattress. IMMUNOCTEM® mattress covers are not suitable for sofa beds, foldable beds or lift beds. Our products are not suitable for people with pressure ulcers.

1.1 IMMUNOCTEM® Covers

The IMMUNOCTEM® logistics centre is open all year round, including during school holidays. From the receipt of your order, accompanied by the payment, allow about a week to receive your package (for shipping in metropolitan France). IMMUNOCTEM® generally ships by post in COLISSIMO or POINT RELAIS (drop-off of the package at a merchant) or Express by DHL worldwide. Shipments to Relay Points are only available for an order placed on the internet for metropolitan France, Belgium and Luxembourg. IMMUNOCTEM® reserves the right to adapt the shipping method according to the type of order and the destination.

The time limit for picking up a pending parcel is 15 days for the Post Office and 10 days for a Relay Point. Please collect your packages before the end of this period, otherwise IMMUNOCTEM® will be obliged to wait for the effective return of your packages before reshipping (delay of several weeks) and to charge a reshipping fee of 8 Euros (for a shipment in metropolitan France) or at the postal rate in force for other destinations. IMMUNOCTEM® delivers IMMUNOCTEM® covers to the majority of countries where the Post Office can provide us with follow-up by Colissimo.

1.2 IMMUNOCTEM® Mattress

IMMUNOCTEM® delivers IMMUNOCTEM® mattresses in the majority of European countries. IMMUNOCTEM® ships mattresses all year round (except between July 15 and August 15). No shipping to the French Overseas Departments and Territories. IMMUNOCTEM® does not take back any mattresses. It is advisable to contact the bulky waste department of your place of residence.

For metropolitan France, IMMUNOCTEM® offers (your choice) :
– Free Express delivery at your doorstep (about one to two weeks) : delivery to the entrance of your house or at the bottom of your building with prior appointment on a time slot. No installation, no resumption.
– Paid delivery with setup at your home, approximately 3 weeks in Paris and the surrounding region, 6 to 8 weeks for other departments with prior appointment scheduling. Contact us to check availability. No returns.

Other European countries – Delivery to your doorstep (at the entrance of your house or at the bottom of your building) within about 2 to 4 weeks depending on the country. Delivery with prior appointment on a time slot. No installation, no resumption.

Delivery conditions

The delivery of the mattress is only possible in the context of normal accessibility of your home, both on the road and in terms of the passage of the products : the passage through the window or any other intervention due to a difficulty of access will be exclusively at the expense and under the responsibility of the customer.

Only delivery people are able to judge the difficulties of access. IMMUNOCTEM® cannot be held responsible for delivery problems resulting from access difficulties and any damage caused by these difficulties, the damages and their consequences being then exclusively the responsibility of the customer.

The carrier will call or text you to arrange an appointment. Your presence is imperative during the agreed time slot, failing which IMMUNOCTEM® reserves the right to charge you a flat rate of 80 Euros including VAT for the costs of the 2nd delivery in metropolitan France (120 Euros including VAT in the case of delivery in Belgium or Luxembourg).

1.3 Force majeure

Whether for the delivery of IMMUNOCTEM® covers and/or IMMUNOCTEM® mattresses, IMMUNOCTEM® will be released from its obligations for any event beyond its control that prevents or delays the delivery of our products, contractually assimilated to force majeure such as : pandemic, fire, flood, accident, strike, interruption or delay in transport, impossibility of being supplied, lack of raw materials, impossibility of delivering or being delivered due to a social movement, a bankruptcy of one of these partners. In the event that the delivery time announced in the order confirmation email (or on the paper order form) is exceeded, the customer may cancel his order and be reimbursed, or accept a new delivery period, without being able to demand a discount of the price or the payment of damages.

1.4 Professional Orders

For professional orders (distributors, hotels, gîtes, etc.) of IMMUNOCTEM® covers and/or IMMUNOCTEM® mattresses, please consult the company IMMUNOCTEM® to find out the deadlines, the general terms and conditions of sale and the professional prices.

2.1 Pricing

Prices are indicated in Euros including all taxes (TTC) for metropolitan France and Belgium. They take into account the VAT of the country applicable on the day of the order. They do not include the contribution to the processing and shipping costs of the order, which is extra for orders under 170 Euros including VAT (8 Euros for a Colissimo shipment to Metropolitan France and Belgium and 6 Euros for a delivery to a Relay Point), and depending on the weight and destination for shipments by DHL. From 170 Euros including VAT of purchase, shipping and processing costs are free (except for shipments by DHL). This is only valid for metropolitan France and Belgium.

Other European countries belonging to the European Economic Area
Prices are indicated in Euros including all taxes (TTC) and take into account the VAT specific to each country. Delivery costs will be added automatically depending on the destination, weight, type of product and delivery method chosen. IMMUNOCTEM® dust mite covers are shipped by DHL and/or the Post Office depending on the country of destination, mattresses generally by GEODIS. The delivery time varies by country, we advise you to favor Express delivery by DHL.

We ship very frequently to Switzerland. We ship covers and mattresses in Euros EXCLUDING TAX. The EXCLUSIVE TAX price of our products (i.e. 20 % lower on 01/01/2026, according to the VAT applicable in France) will appear when the delivery address in Switzerland has been entered. Delivery costs will be added automatically according to the weight and the type of carrier chosen (DHL, Post, Geodis, etc.). For the delivery of IMMUNOCTEM® anti-dust mite covers, we advise you to favor Express delivery by DHL. When you pick up your package or mattress from the Swiss carrier (DHL, Post, etc.), you will have to pay customs clearance fees and Swiss VAT... which are exclusively at your expense. Switzerland : More info...

We very frequently ship anti-dust mite covers to the French overseas departments and territories. We ship our products in Euros EXCLUDING TAX. The EXCLUSIVE TAX price of our products (i.e. 20 % lower on 01/01/2026, according to the VAT applicable in France) will appear when the delivery address in the DOM-TOM has been entered (e.g. Reunion Island,..). Delivery costs will then be added depending on the weight and the type of carrier chosen (DHL, Post Office, etc.). No mattress shipping for the DOM/TOM. We advise you to favor Express delivery by DHL. When you pick up your package from the carrier (DHL, Post Office, etc.), you will have to pay customs clearance fees, customs duties, dock dues, local VAT, etc. which are exclusively at your expense.

More information :
Ile de la Réunion
Martinique
Guadeloupe
Guyane
New Caledonia : product manufactured in France (EU preferential origin), reduced or zero customs duties (EU/OCT Agreement) for New Caledonia, as well as French Polynesia. Check with local customs services.

We ship IMMUNOCTEM® dust mite covers to the majority of countries. The price will generally be in Euros EXCLUDING TAX. The EXCLUSIVE TAX price of our products (i.e. 20 % lower on 01/01/2026, according to the VAT applicable in France) will appear when the delivery address in the country of export has been entered. The delivery costs will then be added automatically according to the weight and the type of carrier chosen (DHL, Post Office, etc.). We advise you to favor Express delivery by DHL.

When you pick up your package from the carrier (DHL, Post Office, etc.), you will have to pay customs clearance fees, customs duties, local taxes, local VAT, etc. which are exclusively at your expense.

All our products are made in France (EU preferential origin), and benefit from reduced or zero customs duties in some countries (e.g. EU/MOROCCO Agreement Paneuromed Protocol). You should check with your local customs services.

2.2 Ordering

All orders are subject to our acceptance and deliverable while stocks last. In the event of unavailability, IMMUNOCTEM® undertakes to notify the customer as soon as possible.

Customer input error : The customer is responsible for the information entered on the internet. Consequently, we cannot be held liable in the event that we are unable to deliver or execute the order due to errors, inaccuracies or omissions relating to this information. In this regard, in the event of a return of the package for NPAI (does not live at the address indicated), we will wait for the actual return of the package before reshipping (several weeks), and the customer will have to send us a transfer of 8 Euros (contact us to obtain our bank details) as a contribution to the logistics costs of reshipping to the correct address (metropolitan France). In the case of a return outside of metropolitan France, the actual costs by weight will be invoiced according to the postal rate (Colissimo suivi) in force. The processing time for an NPAI is usually at least one month.

2.3 Methods of payment

Once the customer has filled their shopping cart, confirmed their order after verifying it (quantity, reference, name, delivery address, phone number, etc.), and read and accepted these General Terms and Conditions of Sale, the customer has various payment options depending on the delivery country and the order amount.

The payment methods offered by IMMUNOCTEM® vary depending on the delivery country and/or the order amount.

By credit card (Available depending on the amount and country) : the customer guarantees that he/she is fully authorised to use the bank card and that this bank card provides access to sufficient funds to cover all costs resulting from the use of the services of the company IMMUNOCTEM®. Once the customer has chosen to pay by credit card, Visa, Mastercard, Apple Pay, Google Pay or Samsung Pay, he is directed to the secure site of the company LYRA, French specialist in processing online payment transactions. The company LYRA uses the TLS protocol (encryption of all information related to the card) and is subject to numerous approvals (PCI DSS certification, CB Cartes Bancaires approval, Visa merchant agent, etc.). Bank details are encrypted as soon as they are entered. IMMUNOCTEM® does not have knowledge of its customers' card data. Thus, only Lyra has the confidential information (card number, expiry date) which is inaccessible to a third party. If the payment center accepts the payment, the order is validated and the customer receives an order confirmation email. If the bank refuses, the order will be automatically canceled.

If the name on the credit card differs from the name of the order recipient, we reserve the right to cancel the order and refuse shipment.

By credit card in 3 interest-free instalments (offer reserved for individuals for delivery in France): you also have the possibility, subject to the bank's agreement, to pay n 3 interest-free instalments by credit card from €150 without any fees. The 1st direct debit is made on the date of the order, the 2nd 30 days plus air, and the 3rd direct debit 49 days later. For example, if you place your order on 25 September, the 1st credit card debit will take place on 25 September, the 2nd on 25 Oct and the 3rd on 13 November. In the event of a rejection of a payment by your bank, all the outstanding sums are due immediately. Secure payment system managed by LYRA.

By bank transfer (Available depending on the amount and country) : once the customer has chosen the payment method by bank transfer, he receives by email a summary of the order form which includes his contact details (name, address, etc.), the quantities and references ordered, and the total price to be paid. IMMUNOCTEM® will then communicate its bank details by email so that the customer can make a transfer of the amount of the order. Any bank charges are the responsibility of the customer. Once the amount has been credited to the bank account of the IMMUNOCTEM® company, the order will be validated.

By PayPal (Available depending on the amount and country) : payment method only available in certain countries (outside Europe).

Bank cheque : we no longer accept payments by bank cheque.

To prevent fraud, and regardless of the payment method chosen, IMMUNOCTEM® reserves the right to request additional documents (proof of address, photocopy of ID card, etc.) before shipping the order.

In order to avoid fraud and regardless of the payment method chosen, IMMUNOCTEM® reserves the right to request additional documents (proof of address, photocopy, identity card, etc.) in order to validate an order.

The data recorded and stored by IMMUNOCTEM® constitute proof of the order and all the transactions placed. The data recorded by the payment system is proof of financial transactions.

2.4 Invoice & credit note

When your order is delivered, you will receive an invoice by email specifying the total amount in Euros including VAT as well as the amount of VAT or Excluding Tax (HT) depending on the country of destination. This invoice should be kept, it serves as a guarantee voucher. We do not provide duplicates. The credits can be used within 12 months.

3.1 Checking the goods upon receipt

It is the Customer's responsibility to check the condition of the goods at the time of delivery in the presence of the delivery person, and to make the usual reservations on the receipt in the event of a damaged, opened or missing package. Reservations should be detailed and explicit. The words "subject to unpacking", "subject to damage" or the like do not constitute valid reservations to prove the existence of damage. The reservations must be written on the delivery note, the customer must date and sign them. It will then be advisable to notify us by email and provide us with any written proof as to the reality of the problems encountered. It is important to note that the absence of a complaint means that the product received is compliant and in good condition. The customer will not be able to make a reservation after the delivery person has left, even if the package has not been opened in the presence of the delivery person.

3.2 Packing error by us

Unfortunately, a packing error is always possible and IMMUNOCTEM® apologizes for this. In the event of a delivery error due to us (size or quantity error), it will be the customer's responsibility to contact IMMUNOCTEM® (emailinfo@immunoctem.fr telephone01 44 70 01 28 / +33 1 44 70 01 28), courier as soon as possible so that IMMUNOCTEM® can organise a new delivery (at our expense), as well as the return of the products delivered by mistake.

3.3 Customer Order Error – Exchange Request

3.3.1 IMMUNOCTEM® covers
Attention! For hygiene reasons, no product whose packaging has been opened will be exchanged or refunded. No custom orders can be returned for exchange or refund, even if the packaging has not been opened.

In the event of a major error made by the customer, the customer must return the product by post (Colissimo), with return costs at his expense, within 15 days of receipt of the package. The packaging of the item must be unopened, accompanied by a copy of the delivery note (or its invoice) specifying the reference of the item he wants instead. If the product chosen has a higher price than the returned product, please make a payment by bank transfer (contact IMMUNOCTEM® info@immunoctem.fr to obtain our RIB/IBAN). If the price of the chosen item is lower, IMMUNOCTEM® will refund the difference no later than 14 days from receipt of the product in our warehouses.

In the event of a quantity error, the customer must return the product (unopened packaging), with return costs at their expense, within 15 days of receipt of the package accompanied by a copy of their delivery note or invoice, specifying that they wish to be refunded. IMMUNOCTEM® will refund no later than 14 days from receipt of the product in our warehouses. If the customer has paid by credit card, IMMUNOCTEM® will refund by credit to his credit card.

The organization of the return, shipping and insurance costs are the responsibility of the customer. In the event of loss/theft/deterioration of the package, IMMUNOCTEM® cannot be held responsible and will not proceed with the exchange or refund.

The processing time for an exchange from the time you return your package to the time you receive the exchanged product is approximately 2-3 weeks.

Return address for parcels (postal only for covers) :
IMMUNOCTEM®
DIMOLOG S2
ZA les Vignettes
27690 Lery
France

The registered office of our company, nor the address BP 222 – 27932 GRAVIGNY CEDEX are the return address! Any parcel sent to these addresses will be automatically refused, as will any parcel with postage due or cash on delivery.

3.3.2 IMMUNOCTEM® mattress
Attention! For hygiene reasons, no mattress whose packaging has been opened will be exchanged or refunded. No custom-made mattress can be returned for exchange or refund, even if the packaging has not been opened.

In the event of a size error made by the customer, the customer must return the mattress within 15 days of receiving the package. The packaging of the item must be unopened, accompanied by a copy of the delivery note (or its invoice) specifying the reference of the item he wants instead. If the product chosen has a higher price than the returned product, please make a payment by bank transfer (contact IMMUNOCTEM® info@immunoctem.fr to obtain our RIB/IBAN). If the price of the chosen item is lower, IMMUNOCTEM® will refund the difference no later than 14 days from receipt of the product in our warehouses.

In the event of a quantity error, the customer must return the product (unopened packaging), with return costs at their expense, within 15 days of receipt of the package accompanied by a copy of their delivery note or invoice, specifying that they wish to be refunded. IMMUNOCTEM® will refund no later than 14 days from receipt of the product in our warehouses. If the customer has paid by credit card, IMMUNOCTEM® will refund by credit to his credit card.

The organization of the return, shipping and insurance costs are the responsibility of the customer. In the event of loss/theft/deterioration of the package, IMMUNOCTEM® cannot be held responsible and will not proceed with the exchange or refund.

IMMUNOCTEM® mattresses : contact us for the return address.
info@immunoctem.fr or phone 01 44 70 01 28

The registered office of our company, nor the DIMOLOG address in Lery, nor the address BP 222 – 27932 GRAVIGNY CEDEX, are the return address for mattresses !! Any mattress sent to these addresses will be automatically refused, as will any return of mattresses with postage due or cash on delivery.

The products remain the exclusive property of IMMUNOCTEM® until the final receipt of the price. Failure to pay results in the payment of all sums still due, as well as compensation equal to 20 % of the sums due by way of damages and interest and a penalty clause, in addition to late payment interest (three times the legal interest rate) and legal costs (bailiff, lawyer, etc.).

Only consumers purchasing an IMMUNOCTEM® cover and/or an IMMUNOCTEM® mattress from the IMMUNOCTEM® company or an authorized IMMUNOCTEM® distributor can benefit from our limited warranty. This limited warranty is not transferable. The original purchase invoice serves as the warranty voucher. This limited warranty does not exclude the benefit of the legal warranty against latent defects of articles 1641 et seq. of the Civil Code.

5.1 IMMUNOCTEM® Bedding Covers Warranty

Our warranty is for a period of 10 years and only applies in the context of family, non-professional use, in accordance with the precautions for use and the maintenance instructions on the sheet inserted in each package (in particular a maximum of 2 washes at 60 degrees per year, use in a ventilated and non-humid room, etc.). The contractual warranty does not cover normal wear and tear of the product (seams, sewing threads, zipper, etc.) as well as color change.

Our warranty covers defects in workmanship and materials that may prevent normal use. Our warranty is exclusively limited to the repair or replacement of the product found to be defective by our quality department, and does not cover any INDIRECT DAMAGE. The warranty will then start from the original date of purchase for the remaining period, and not from the date of repair or exchange.

For hygiene reasons, any dirty and/or stained cover (blood, urine, etc.) is excluded from the warranty.

5.1.1 Exclusion of warranty for IMMUNOCTEM® covers

The warranty for IMMUNOCTEM® covers cannot be invoked in the following cases :
– Our warranty does not cover covers that have been stored, assembled, used in an abnormal manner (in particular placed without a bed base on the floor or used in a damp room, etc.) or cleaned with unsuitable products (steam cleaning device, etc.) The warranty does not cover products that have been modified.
– Our warranty does not cover covers used in communities, in public, professional or commercial places.
– Our warranty does not cover normal wear and tear of this type of product (seams, sewing threads, zipper, etc.). as well as color change or wear of the fabric.
– Our warranty does not apply in the presence of colored threads (black...) in the weave of the fabric, as this does not alter the filtration efficiency against dust mite allergens.
– Our warranty does not cover covers that have been damaged due to outdoor use as well as damage resulting from deliberate deterioration, the use of force, an accident, theft, a fall, a fire, water damage, discoloration or disintegration due to exposure to light or the sun, an impact with an object, impregnation by liquid, excessive humidity (mold stains), excessive heat, burns, cuts, scratches.
– Our warranty does not cover covers that have been used on a sofa bed or foldable bed (risk of tearing).
– Our warranty does not cover any additional costs incurred for the repair, removal and transport of the cover to our factory (France). The transport costs and the organisation of transport are exclusively at your expense.
– Our warranty does not cover INDIRECT DAMAGE.

5.1.2 What is the procedure to follow for IMMUNOCTEM® bedding covers?

You may only invoke this warranty if your claim is made in accordance with the terms and conditions set forth herein and if you follow the product return procedure described herein. To activate this warranty, you must first contact IMMUNOCTEM® by phone to report the problem encountered. Once the quality department of the IMMUNOCTEM® company has deemed that a repair or replacement of your cover is necessary, you must give your name, first name, address, telephone number, and provide a copy of the original purchase invoice, you will then be issued a return number which must be used to return the IMMUNOCTEM® cover to the address that will then be communicated to you.

The costs of sending the product to our quality department are the responsibility of the customer (contact us for the address). The company IMMUNOCTEM®, which does not cover the cost or the organization of transport, cannot be held responsible for any loss of your package. It is important to note that the quality service address is not that of our company's head office, nor that of our logistics center. Any shipment of a parcel addressed to the address of the head office and/or to our logistics centre and/or postage due and/or cash on delivery and/or without a return number will be automatically refused.

Only the physical examination of the cover will allow our quality department to verify the accuracy of the problem encountered. In the event of an unjustified or abusive return as well as a dirty and/or stained cover, we will not repair your cover and will not proceed with any exchange. We will then ask you to pay the shipping costs in advance in order to send you the cover back to you, which we will then keep for a maximum of 30 days.

If the problem encountered is covered by our warranty, we will repair or exchange your cover as soon as possible (approximately 4 weeks), and ship it to you, at our expense, either to the address indicated on the original invoice or to a new address that you have given us. In any case, the country of delivery cannot be different from the country where the cover was initially delivered (see original invoice). The organization of transport, transport, insurance, customs costs to a country other than those mentioned above or to the French overseas departments and territories will then be exclusively the responsibility of the customer.

5.2 IMMUNOCTEM® Mattress

Our warranty is for a period of 5 years in the context of a particular use, and only applies if the mattress has been used in the context of normal, family use, in accordance with the precautions for use and maintenance instructions appearing on the sheet inserted in each package, in particular the exclusive use of a fixed or flexible slatted bed base, in a properly ventilated and non-humid room...
Our warranty covers defects in workmanship and materials that may prevent normal use. It is important to note that even the best performing materials used by IMMUNOCTEM® to manufacture IMMUNOCTEM® mattresses can warp under the weight of the sleeper. Only a sagging greater than 15 % of the height will be considered abnormal, a lower sagging does not alter the quality and durability of your mattress.

Our warranty is exclusively limited to the repair or replacement of the product found to be defective by our quality department, and does not cover any INDIRECT DAMAGE. The warranty will then start from the original date of purchase for the remaining period, and not from the date of repair or exchange.

For hygiene reasons, any mattress stained (blood, urine, etc.) is excluded from the warranty, whether on the IMMUNOCTEM® cover and/or on the stretch fabric. Only mattresses in a perfect state of cleanliness are likely to benefit from our warranty. Any replacement of a stained mattress will be charged at the price of a new mattress.

5.2.1 Exclusion of warranty for IMMUNOCTEM® mattresses

The warranty for IMMUNOCTEM® mattresses cannot be invoked in the following cases :
– Our warranty does not cover mattresses that have been stored, assembled, used in an abnormal manner (in particular placed without a bed base on the floor or on a box spring, used or stored in a damp room, etc.) or cleaned with unsuitable products (steam cleaning device, etc.). The warranty does not cover products that have been modified. Disassembling the 100 % Polyester stretch fabric makes the warranty null and void : a sewn-in label clearly indicates the words "Not removable".
– Our warranty does not cover mattresses used in communities, in public, professional or commercial places.
– Our warranty does not cover normal wear and tear of this type of product, such as a settlement of less than 15 % of the mattress height, which does not alter the quality of comfort and durability of your mattress.
– Our warranty does not cover normal wear and tear of this type of product (seams, sewing threads, zipper, etc.). as well as color change or wear of the fabric.
– Our warranty does not apply in the presence of colored threads (black...) in the weave of the fabric, as this does not alter the filtration efficiency against dust mite allergens.
– Our warranty does not cover mattresses that have been damaged due to outdoor use as well as damage resulting from deliberate deterioration, use of force, accident, theft, fall, fire, water damage, discoloration or disintegration due to exposure to light or the sun, impact with an object, impregnation by liquid, excessive humidity (mold stains), excessive heat, burns, cuts, scratches.
– Our warranty does not cover any additional costs incurred for the repair, removal and transportation of the mattress to our factory (France). The transport costs and the organisation of transport are exclusively at your expense.
– Our warranty does not cover INDIRECT DAMAGE.

5.2.2 What is the procedure to follow for IMMUNOCTEM® mattresses?

You may only invoke this warranty if your claim is made in accordance with the terms and conditions set forth herein and if you follow the product return procedure described herein. To activate this warranty, you must first contact IMMUNOCTEM® by phone to report the problem encountered. Once the quality department of the IMMUNOCTEM® company has deemed that a repair or replacement of your mattress is necessary, you must give your name, first name, address, telephone number, and provide a copy of the original purchase invoice, you will then be issued a return number which must be used to return the mattress to the address that will then be communicated to you.

The mattress must be packed by you in its original packaging (or in packaging offering equivalent protection to the original packaging), and shipped, shipping costs paid in advance at your expense, via a shipping method that allows you to track the package, to the address that IMMUNOCTEM® has communicated to you. The company IMMUNOCTEM®, which does not cover the cost or the organization of transport, cannot be held responsible for any loss of the mattress or damage caused during transport. It is important to note that the return address is not that of our company's head office, nor that of our logistics center. Any shipment of mattresses addressed to the address of the head office and/or to our logistics center and/or freight forward and/or cash on delivery and/or without a return number will be automatically refused.

Only the physical examination of the mattress will allow our quality department to verify the accuracy of the problem encountered. In the event of an unjustified or abusive return, we will not repair your mattress or make any exchanges. We will then keep your mattress available for a maximum period of 30 days, the return costs being then at your expense, and we reserve the right to charge a management fee of 70 Euros including VAT. Any replacement of a stained mattress will be charged at the price of a new mattress.

If the problem encountered is covered by our warranty, we will repair or exchange the mattress as soon as possible (approximately 4 weeks), and ship it to you, at our expense, either to the address indicated on the original invoice or to a new address that you have communicated to us. In any case, the country of delivery cannot be different from the country where the mattress was initially delivered (see original invoice). The organization of transport, transport, insurance, customs costs to a country other than those mentioned above or to the French overseas departments and territories will then be exclusively the responsibility of the customer.

Our mattresses comply with the NF EN 1334 dimensional standard : width and length (+ 0 to – 20 mm) & height (+ or – 10 mm).

Upon receipt of the goods, you, as a private individual, have a withdrawal period of 15 days to return the products to us (unopened packaging) without having to justify your reason or pay any penalties. You are responsible for arranging the return of the goods as well as the return costs. For hygiene reasons, no product whose packaging has been opened will be exchanged or refunded. In addition, no custom-made order can benefit from the withdrawal period even if the packaging has not been opened.

To exercise your right of withdrawal, you must notify IMMUNOCTEM® - Siège social 104 rue Nollet - 75017- PARIS Tel 01 44 70 01 28 info@immunoctem.fr your decision to withdraw from this contract by means of an unambiguous statement. The easiest way is to send an email. IMMUNOCTEM® will then acknowledge receipt of your withdrawal request by email without delay. You can use the withdrawal form template but it is not mandatory.

In order for the deadline to be respected, it is sufficient that you send your communication relating to the exercise of the right of withdrawal before the expiry of the withdrawal period.

MODEL WITHDRAWAL FORM (
Please complete and return this form only if you wish to withdraw from the contract.)

To the attention of IMMUNOCTEM® – Registered office : 104, rue Nollet – 75017 – PARIS – info@immunoctem.fr :

I/we (*) hereby notify you of my/our (*) withdrawal from the contract relating to the sale of the goods (*)/for the provision of services (*) below :

Ordered on (*)/received on (*) :

Name of consumer(s) :

Consumer(s) address :

Signature of consumer(s) (only in case of notification of this form on paper) :

Date :

(*) Delete the unnecessary mention.

You must return the goods without undue delay, and in any event no later than after you have notified us of your decision to withdraw from this contract. This period is deemed to have been met if you return the property before the expiry of the fourteen-day period. IMMUNOCTEM® will not organize the transport of the goods under any circumstances, the costs of transport and insurance for the return of the products are the exclusive responsibility of the customer. You must return the IMMUNOCTEM® covers, at your own expense, by post by Colissimo or tracked parcel, to the address indicated below. For IMMUNOCTEM® mattresses, you must pay the direct costs of returning the good. These fees vary according to the place of departure and the size of the mattress, they are estimated at a maximum of about 160 Euros including tax, contact us to find out the return address in France. The transfer of risk will only be effective upon receipt of the product in our warehouses, so IMMUNOCTEM® cannot be held responsible for the loss of the package or damage during the return transport.

- IMMUNOCTEM® covers, return by Colissimo to : IMMUNOCTEM® - DIMOLOG S2 - ZA les Vignettes - 27690 Lery - France

- IMMUNOCTEM® mattresses : contact us for the return address. info@immunoctem.fr or Tel : 01 44 70 01 28 The registered office of our company, nor the DIMOLOG address in Lery, nor the address BP 222 – 27932 GRAVIGNY CEDEX, are the return address for the mattresses. Any mattress sent to these addresses will be automatically refused, as will any return of mattresses with postage due or cash on delivery.

Upon receipt of the goods in our warehouses, we will exercise quantitative and qualitative control :
- If the packaging has not been opened, we will refund all payments received from you, including delivery costs (with the exception of additional costs arising from the fact that you have chosen, if applicable, a delivery method other than the less expensive standard delivery method offered by us) without undue delay and, in any event, no later than fourteen days from the day on which we are informed of your decision to withdraw from this contract. We will process the refund using the same payment method you used for the original transaction. We may defer reimbursement until we have received the goods or until you have provided proof that the goods have been dispatched, whichever is earlier.
- If the packaging has been opened, no refund will be made, the customer then remaining the owner of the goods that they can collect, at their own expense, within a maximum period of 30 days from receipt of the product in our warehouses.

In accordance with Article L. 152-1 of the Consumer Code, you can use the CM2C mediation service free of charge, on which the company IMMUNOCTEM®depends. The mediator examines, first of all, the conditions for the admissibility of the request for mediation by the Consumer :

• a) to be admissible, the consumer must have sent a complaint to IMMUNOCTEM® in writing and not have received a response or have received a response that does not satisfy him.
• b) This claim must be less than one year old;
• c) The client's request must not be manifestly unfounded or abusive;
• d) The dispute must not have been examined or be pending before another body (conciliator, mediator, court, arbitrator, etc.), in case of doubt, the Mediator will consult the Consumer and/or the professional, who will be required to respond to him.
  CM2C – 14, rue Saint Jean – 75017 – PARIS – Tel 01 89 47 00 14 - www.cm2C.net - cm2C@cm2c.net

In accordance with the French Data Protection Act of 6 January 1978, you have the right to access, rectify or delete information concerning you, which can be exercised by email to the following address :info@immunoctem.fr
By providing your telephone number, you are informed of your right to register free of charge on the Bloctel telephone marketing opt-out list : www.bloctel.gouv.fr

By express agreement, jurisdiction is attributed to the Courts of the registered office of the company IMMUNOCTEM® (Paris), regardless of the place of delivery, the method of payment accepted, and even in the event of a third party claim or multiple defendants. Relations with the buyer are governed by French law.

IMMUNOCTEM® reserves the right to modify the General Terms and Conditions of Sale at any time, which were updated on 25.09.2026.