Wholesale Shipping, Export Delivery & Returns

Effective date: 12 April 2023
Last updated: 2 September 2026

This policy applies to business customers purchasing from ATOUTIME for professional purposes. It forms part of the ATOUTIME General Terms and Conditions of Sale supplied or referenced with the quotation, pro forma invoice or order confirmation. If there is any inconsistency, the signed or otherwise accepted commercial terms for the order prevail, subject to mandatory law.

1. Business Orders Only

ATOUTIME supplies goods to professional buyers, including importers, distributors, wholesalers, retailers and procurement teams.

This policy does not create a consumer cancellation right or a general right to return goods. Each order is handled according to its confirmed commercial terms, the nature of the goods and the applicable delivery arrangement. Nothing in this policy excludes a mandatory right that applies by law, including any protection that may apply in France to an eligible small professional under Article L. 221-3 of the French Consumer Code.

2. Order Confirmation and Preparation

An enquiry, website listing or product price does not confirm an order.

An order is confirmed only when ATOUTIME issues a written order confirmation or pro forma invoice and receives any payment required under the agreed terms.

Before dispatch, we review the confirmed products, quantities, packaging, destination, delivery term and documents required for the transaction. Buyers must provide accurate company, delivery and customs information. Delays or extra costs caused by incomplete or inaccurate information remain the Buyer’s responsibility.

3. Delivery Terms and Transport

The delivery term for each shipment will be stated in the quotation, pro forma invoice or order confirmation.

All delivery terms are interpreted in accordance with Incoterms® 2020. The agreed Incoterm and named delivery place determine which party is responsible for transport, costs, customs formalities and risk at each stage of the shipment.

If no delivery term is stated in writing, delivery is made FCA ATOUTIME, 1260 Allée des Atrebates, 62223 Athies, France, Incoterms® 2020.

ATOUTIME may arrange or coordinate transport by parcel, pallet, mixed load, full truck or container, depending on the confirmed order. Transport arrangements do not change the agreed Incoterm unless expressly stated in writing.

DDP delivery is available only where specifically confirmed by ATOUTIME for the relevant shipment.

4. Delivery Times

Any delivery date or transit time is an estimate unless ATOUTIME expressly confirms a firm delivery date in writing.

Preparation and transit times may depend on stock availability, order size, payment confirmation, transport capacity, customs procedures, port conditions, weather, carrier schedules and destination-country requirements.

A delay does not give the Buyer the right to cancel an order, reject delivery, withhold payment or claim compensation unless mandatory law provides otherwise.

5. Shipping Costs

Shipping, handling, insurance, export documentation, customs clearance, duties, taxes and destination charges are included only where expressly stated in the written quotation or order confirmation.

Costs may vary according to:

  • Product type and handling requirements;
  • Number of cases, pallets or containers;
  • Transport mode, route, origin and destination;
  • Temperature control, insurance or special handling requirements; and
  • Requested documents or special services.

6. Customs, Duties and Destination Compliance

The Buyer is responsible for import duties, local taxes, excise duties and destination-country compliance costs unless the agreed delivery term expressly states that ATOUTIME is responsible for them for the shipment.

The Buyer remains responsible for confirming which documents, licences, registrations, translations, labels and import approvals are required in its destination market before confirming an order. ATOUTIME will identify the commercial and export documents included in the confirmed order.

7. Storage and Collection Delays

Where the Buyer, its carrier or its nominated freight forwarder does not collect goods when ready, ATOUTIME may store the goods for up to four calendar days unless another period is agreed in writing.

After that period, ATOUTIME may charge reasonable storage, handling, rebooking or transport costs. Where collection remains delayed, ATOUTIME may suspend the order, arrange storage at the Buyer’s cost, or cancel the order in accordance with the General Terms and Conditions of Sale.

8. Checking Goods on Delivery

The Buyer must inspect the shipment immediately upon delivery.

If there is visible damage, shortage, tampering, wet packaging, broken seals or another apparent issue, the Buyer must:

  • Note the issue clearly on the carrier’s delivery document before signing;
  • Take photographs of the vehicle, pallet, outer packaging, labels and affected goods;
  • Keep all packaging and products available for inspection; and
  • Notify ATOUTIME in writing within 48 hours of delivery, without limiting any mandatory period or right that applies by law.

Claims must include the order or invoice reference, delivery date, product details, batch information where available, quantity affected, photographs and supporting carrier documents.

9. Missing, Incorrect or Damaged Goods

If the Buyer believes that goods are missing, incorrect or damaged, it must notify ATOUTIME promptly and provide the evidence listed above.

ATOUTIME will review the claim against the order confirmation, packing list and transport documentation. Where a claim is accepted, ATOUTIME may, at its discretion and subject to applicable law:

Replace the affected goods;

Issue a credit note;

Refund the confirmed value of the affected goods; or

Arrange another appropriate remedy.

Submitting a claim does not give the Buyer the right to withhold payment for unaffected goods.

10. Returns and Return Authorisation

Goods must not be returned without ATOUTIME’s prior written authorisation.

To request a return, contact sales@atoutime-global.fr with the order reference, product details, reason for the request, quantities involved and photographs where relevant.

If a return is approved, ATOUTIME will issue written return instructions. These instructions may specify the return address, carrier, packaging requirements, transport conditions and the party responsible for return costs.

Unauthorised returns may be refused, returned to the Buyer at the Buyer’s cost, or held pending further instruction.

11. Goods Not Normally Eligible for Return

Unless ATOUTIME confirms otherwise in writing, the following goods are not eligible for return:

  • Food, beverages, perishable goods or temperature-sensitive goods;
  • Goods with short shelf life or expiry dates;
  • Opened, used, consumed, altered, relabelled or repackaged products;
  • Goods with damaged, contaminated or incomplete packaging;
  • Products that cannot be safely or lawfully resold;
  • Customised, specially sourced or allocated goods;
  • Goods exported outside the original delivery country;
  • Goods affected by improper storage, handling or transport after risk transferred to the Buyer.

Nothing in this section limits rights that cannot legally be excluded.

12. Product Storage and Resale

The Buyer is responsible for storing, handling and reselling goods in accordance with manufacturer instructions, applicable law and the requirements of the destination market.

The Buyer must protect products from unsuitable temperatures, moisture, contamination, pests, direct sunlight, damage and unauthorised alteration. The Buyer must preserve batch numbers, expiry information and traceability records.

The Buyer is responsible for confirming that products, packaging, ingredients, labels, claims and resale practices comply with the laws of its target market.

13. Product Safety and Recalls

The Buyer must notify ATOUTIME without delay, and within 24 hours where possible, of any suspected safety issue, quality incident, regulatory enquiry, seizure, recall, withdrawal or customer complaint involving injury.

The Buyer must not destroy, relabel, publicly announce, withdraw or recall affected goods without consulting ATOUTIME first, unless immediate action is legally required to protect health or safety.

14. Contact

For shipping, delivery, documentation or return enquiries, please contact:

ATOUTIME
1260 Allée des Atrebates
62223 Athies, France

Email: sales@atoutime-global.fr
Telephone: +33 7 53 40 58 55

Please include your company name, order or invoice reference and delivery details in all correspondence.

Contact Us Before Returning Anything

If you believe that a product needs to be returned, contact Atoutime Global before sending the goods back.

Our team will review the circumstances and provide instructions if a return is appropriate.

Unauthorised returns may not be accepted or may result in delays in processing your request.