Consumer mediator: a mandatory mention in your terms and conditions
If you sell jewelry or watches to individuals, new and used, You must offer a consumer mediator and include their name in your general terms and conditions of sale. This is not optional: it is a legal obligation under Article L. 612-1 of the French Consumer Code.
- Obligation stipulated by law’Article L. 612-1 of the Consumer Code.
- Concerned any professional who sells to individuals: jewelry, watches, new or second-hand, in store or online.
- You must join a mediator and display its name, address and website.
- Include in your Terms and Conditions and, visibly, on your site.
What the law says
Article L. 612-1 of the Consumer Code requires all professionals to guaranteeing consumers effective access to mediation to resolve a dispute amicably. In practice, you must join a consumer mediation service. Using a mediator is free for the customer ; it is the professional who takes care of the membership.
Does this concern you?
Yes, as long as you sell or provide a service to individuals. The distinction between new and used makes no difference: a jeweller-watchmaker who sells new or second-hand pieces, or who buys back and sells on consignment from consumers, is concerned, whether they sell in store or online.
What you need to display
The name of the mediator
The name (or designation) of the consumer mediator to whom you are subject.
His contact details
His postal address and website address, so that the customer can easily enter it.
Visibly
In your terms and conditions and on your website (often in the footer or on a dedicated page), in a clear and legible manner.
In case of dispute
When a written complaint from the customer remains unresolved, you must inform them, on a durable support (email, letter), that he can contact the mediator free of charge, reminding him of his contact details. The information in the terms and conditions is not sufficient: this reminder must be given at the time of the dispute.
How to comply with the regulations
- Choose and join to a consumer mediator (sectoral or generalist).
- Retrieve his Full contact details Name, postal address, website.
- THE add to your Terms and Conditions and display them on your website.
- Plan a message type to be sent to the client in case of an unresolved dispute.
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Sources: Articles L. 612-1 et seq. and R. 616-1 of the French Consumer Code. This article is for informational purposes only and does not replace professional advice. The procedures may change: check with official sources (economie.gouv.fr, service-public.fr) before making any decisions.