Terms of sale

hese general terms and conditions of sale (hereinafter the "General Terms") apply to any purchase made by an individual (hereinafter the "Customer") on the website www.fagola.com (hereinafter the "Site") from the company HEXAGONA, a Simplified Joint Stock Company with a share capital of one hundred thousand (100,000) Euros, registered with the Paris Trade and Companies Register under the number 405 270 224, whose registered office is located at 122 Avenue de la Plaine de France, 95500 Gonesse.

1 - PURPOSE

These General Terms govern the sale by HEXAGONA to its Customers of FAGOLA products available on the site (hereinafter the "Products"), which the customer orders on the said site, pays for, and has delivered. The customer is clearly informed and acknowledges that the site is intended for consumers or individuals, whereas professionals and legal entities must contact HEXAGONA's sales department to benefit from distinct contractual terms.
HEXAGONA takes the utmost care in presenting and describing these products to best inform the Customer. However, it is possible that minor errors may appear on the Site, which the Customer acknowledges and accepts. The colors and product characteristics are provided for guidance only and are therefore not contractual. HEXAGONA reserves the right to modify the characteristics of its products at any time and without notice.

2 - ACCEPTANCE OF THE GENERAL TERMS

Use of the site and purchases of products offered on the site are subject to these general terms and conditions of sale. They apply to all orders placed on the site. The customer acknowledges having read them at the time of placing the order and expressly agrees to them without reservation. The customer is invited to carefully read, download, print the general terms and conditions, and keep a copy.

3 - SCOPE OF APPLICATION

HEXAGONA reserves the right to adapt or modify these general terms at any time. In case of modification, the terms and conditions in effect at the time of the order will apply. For any information, questions, advice, or order tracking, our customer service can be reached:

• by mail: HEXAGONA - Customer Service - 122 Avenue de la Plaine de France - CS 10051 Gonesse - 95926 Roissy Charles de Gaulle Cedex
• by email: [click here]
  HEXAGONA sells FAGOLA brand products online. Products are available for sale in the following areas: mainland France and Corsica, and abroad within the limits set by our delivery services.

4 - ORDERS

4.1. Ordering Procedures
Orders placed on the site are reserved for individuals ("final buyers"). Resale or distribution of products purchased on the site is strictly prohibited. To place an order on the site, the customer declares that they are of legal age, have the legal capacity to contract, and are the holder of a credit card or a PayPal account. Orders received will be accepted subject to product availability. The "double click" associated with the authentication process, non-repudiation, and the protection of the integrity of messages constitutes an electronic signature. This electronic signature is considered equivalent to a handwritten signature between the parties.

4.2. Product Availability
Products and prices are valid as long as they are displayed on the site, subject to availability. HEXAGONA is not liable for stock shortages or product unavailability. The products offered comply with current French legislation and applicable standards in France. The information provided on each product page is for guidance only. Photographs, texts, graphics, information, and characteristics reproducing and illustrating the products are not contractual. If errors are found, HEXAGONA’s responsibility will not be engaged. HEXAGONA reserves the right to modify them at any time and without notice.
In the event of product unavailability after the order is placed, FAGOLA will inform the customer by email or phone as soon as possible, offering the customer:

• an exchange for another product of the same value or a credit note
• partial cancellation of the order
• total cancellation of the order.
  Partial or total cancellation of the order will result in the refund of the canceled items. In this case, HEXAGONA will credit the bank account or PayPal account used for the purchase within fourteen (14) working days at the latest.

 

4.3. Account Registration Conditions

Creating an account is free. The username and password allowing access to the site are confidential and should not be disclosed to third parties. After creating the account, the customer will receive a confirmation email. The customer can deactivate their account at any time by sending an email [click here]. After deactivating the account, the customer is free to create a new account at any time. Registration is not required to make a purchase on the site. However, the customer is informed that only customers with an active account can request returns, exchanges, and refunds as mentioned in article 6 of these general terms.

4.4. Order Confirmation

The data recorded by HEXAGONA constitutes proof of all transactions between HEXAGONA and the customer. The contractual information is presented in French or in the language chosen by the customer and will be confirmed by email at the latest upon delivery. The customer must verify the completeness and accuracy of the information provided to FAGOLA. The company will not be held responsible for any input errors and the consequences in terms of delays or delivery errors. In this context, any re-shipping costs will be borne by the customer.
Having reviewed the products and their characteristics sold by HEXAGONA, the customer is solely responsible for their choice of products according to their needs, as determined before placing the order. Once confirmed, the order is transmitted to HEXAGONA for processing. The customer can modify or cancel the order only by contacting Customer Service [click here], strictly before the shipment of the package. HEXAGONA reserves the right not to accept an order from a customer with whom it has an ongoing dispute from a previous order, or if HEXAGONA reasonably believes that the customer has violated these terms or engaged in fraudulent activity, or for any other legitimate reason.

4.5. Transaction Proof

HEXAGONA recommends that the customer keep a reliable paper or electronic record of the data related to their order. The customer can view their past, ongoing, or recently shipped orders via their account and manage and record their information (postal address, phone number, bank details).
The computerized records, stored in HEXAGONA’s systems under reasonable security conditions, will be considered proof of communications, orders, and payments made between the parties. The archiving of order forms and invoices is done on a reliable and durable medium that can be produced as evidence.

4.6. Price

Products are invoiced based on the prices displayed on the site at the time of order placement. Any order placed on the site must be paid immediately at the time of placing the order. HEXAGONA reserves the right to modify the prices of products offered on the Site at any time without notice. HEXAGONA undertakes to apply the prices in effect at the time of the order, subject to availability on that date. Prices are stated in Euros, inclusive of all taxes (for France and EU countries). If the customer is browsing from a non-EU country, the prices will be displayed excluding taxes. Any tax, duty, fee, or other charge payable under French regulations, or those of an importing or transit country, is the responsibility of the customer. The delivery cost is not included in the product price; it will be added during the ordering process (see "Delivery Method").

4.7. Payment Methods

All orders are payable in Euros. The customer can choose from the following payment methods:

• Credit card: Payments by credit card are made online via Credit Card (Visa, MasterCard)
  Payments are secured by our partner Payplug and the SSL protocol, ensuring:
  • server authentication
  • confidentiality of exchanged data (encrypted session)
  • integrity of exchanged data
• PayPal: Simple and efficient. Secure payment with full trust.
• Just: Secure one-click payment.
• Alma: Payment in installments from 100€ purchase.

Payment from the customer’s credit card or PayPal account is processed at the time of payment validation. If some items ordered are unavailable (see "Product Availability"), the affected items will either be exchanged or refunded. Payments will only be considered final after the actual receipt of the full amounts owed. The customer agrees to receive their invoices exclusively in electronic form. Processing and shipping of the order will only occur after verification of the payment method and receipt of authorization for debit from the credit card or PayPal account. Availability and shipping times are recalculated from the date of payment receipt. If payment is not made within three (3) weeks following the order confirmation, despite one or more reminders by email, HEXAGONA has the right to unilaterally terminate the contract and cancel the order. In case of contract termination, HEXAGONA is no longer obligated to deliver the ordered goods, and no rights will arise from the contract for either party.

4.8. Retention of Title

HEXAGONA retains full ownership of the products ordered until full payment has been received from the customer for their order, including all fees and taxes. The customer agrees to assume the risks regarding the delivered products (including loss, theft, or damage) from the date of actual delivery. The transfer of ownership of a product purchased from HEXAGONA to a third party will not be handled by HEXAGONA. Only the original buyer of the product can claim access to the clauses of these general terms.

Sure! Here is the translation in English:

 

4.9 Order Preparation

The preparation time is not included in the delivery time. Orders are prepared within a maximum of three (3) business days, subject to the availability of the ordered items. Orders placed on business days before 9 a.m. are processed on the same day; orders placed after 9 a.m. are processed the following day. The order preparation times may be extended exceptionally in the following cases: peak activity periods (e.g., Christmas, sales), temporary stock shortages, exceptional technical or logistical constraints such as ongoing relocations, or force majeure.

5 - DELIVERY

5.1. Delivery Method - Delivery Zone - Delivery Time

Depending on the delivery area, orders placed on fagola.com are processed and shipped within 48 hours, Monday to Friday, excluding holidays, upon receipt of payment.
Any orders placed on the weekend or on a holiday will be processed on the next business day.

FOR METROPOLITAN FRANCE
For orders to be delivered in metropolitan France, parcels are prepared and shipped within 48 business hours.
Our different delivery methods:

 

Delivery Method	In Relay Point	Standard	Express
Carrier	Mondial Relay*	Colissimo	DHL
Shipping Fees	Free from €39, otherwise €3	Free from €59, otherwise €6	Free from €159, otherwise €10
Return Fees	Free via Mondial Relay
Estimated Delivery Time	2 to 5 working days	2 to 5 working days	24 to 48 working hours
Remarks	The choice of relay point is made when validating your order	Shipments to mainland France, Corsica, and Monaco	Shipments to mainland France, Corsica, and Monaco

⚠️ Please note: The Mondial Relay pickup point is selected only after payment, directly on the order confirmation page. You will therefore not choose your pickup point during the cart or payment step.

Before ordering, you can check the availability of a nearby pickup point using Mondial Relay’s official tool: 👉 Find a pickup point near me

*Lockers and Pickup Points: You have 5 calendar days (including Sundays and public holidays) to collect your parcel.

 

FOR EUROPE
For orders to be delivered in Europe, parcels are prepared and shipped within 48 business hours. You will be informed by email about the progress of your order preparation and shipment. Please note: for non-European countries, additional customs duties may apply and will be at your expense.

BELGIUM AND LUXEMBOURG
Our different delivery methods:

 

Delivery Zone	Belgique et Luxembourg
Delivery Method	In Relay Point*	Standard	Express
Carrier	Mondial Relay	Colissimo	DHL
Shipping Fees	Free from €39, otherwise €3	Free from €89, otherwise €8	Free from €159, otherwise €12
Return Fees	Free via Mondial Relay
Estimated Delivery Time	4 to 8 working days	4 to 8 working days	24 to 48 working hours
Remarks	The choice of relay point is made when validating your order

⚠️ Please note: The Mondial Relay pickup point is selected only after payment, directly on the order confirmation page. You will therefore not choose your pickup point during the cart or payment step.

Before ordering, you can check the availability of a nearby pickup point using Mondial Relay’s official tool: 👉 Find a pickup point near me

*Lockers and Pickup Points: You have 5 calendar days (including Sundays and public holidays) to collect your parcel.

 

EUROPE ZONE 1
Our different delivery methods:

 

Delivery Zone	Allemagne, Pays-Bas
Delivery Method	Standard	Express
Carrier	Colissimo	DHL
Shipping Fees	Free from €89, otherwise €8	Free from €159, otherwise €12
Return Fees	To be paid by the customer in case of withdrawal	To be paid by the customer in case of withdrawal
Estimated Delivery Time	3 to 7 working days	24 to 48 working hours
Remarks	Customs duties may apply in addition to shipping fees.

 

EUROPE ZONE 2
Our different delivery methods:

 

Delivery Zone	Autriche, Royaume-Uni, Espagne (hors territoires spécifiques), Portugal (hors territoires spécifiques), Irlande, Italie, Estonie, Hongrie, Lettonie, Lituanie, République Tchèque, Slovaquie, Slovénie, Suisse, Danemark, Pologne, Suède, Territoires spécifiques de l'Espagne (Baléares, Canaries, Ceuta, Melilla), Bulgarie, Chypre, Croatie, Finlande, Islande, Malte Norvège, Roumanie
Delivery Method	Standard	Express
Carrier	Colissimo	DHL
Shipping Fees	Free from €149, otherwise €13	Free from €179, otherwise €20
Return Fees	To be paid by the customer in case of withdrawal	To be paid by the customer in case of withdrawal
Estimated Delivery Time	3 to 7 working days	24 to 48 working hours
Remarks	Customs duties may apply in addition to shipping fees.

 

FOR OVERSEAS TERRITORIES AND THE REST OF THE WORLD
Please note: for non-European countries, additional customs duties may apply and will be at your expense.

FOR OVERSEAS TERRITORIES (DOM-TOM)
Delivery method:

 

Delivery Zone	OM1: Guadeloupe, Saint-Barthélémy, Saint-Martin, Martinique, La Réunion, Guyane, Mayotte & Saint-Pierre-et-Miquelon	OM2: Nouvelle-Calédonie, Polynésie Française, Iles Wallis et Futuna, Terres Australes & Antarctiques Françaises
Delivery Method	Standard	Standard
Carrier	Colissimo	Colissimo
Shipping Fees	28€	48€
Return Fees	To be paid by the customer in case of withdrawal	To be paid by the customer in case of withdrawal
Estimated Delivery Time	48 to 96 working hours	96 to 120 working hours
Remarks	Customs duties may apply in addition to shipping fees.

 

FOR THE REST OF THE WORLD
Delivery method:

 

Delivery Zone	Australie, États-Unis d'Amérique, Canada, Chine, Japon, Hong-Kong, Singapour, Thaïlande, Taïwan, Vietnam, Inde, Israël, Brésil, Biélorussie
Delivery Method	Standard
Carrier	Colissimo
Shipping Fees	28€
Return Fees	To be paid by the customer in case of withdrawal
Delay (indicatif)	96 to 120 working hours
Remarques	Customs duties may apply in addition to shipping fees.

 

5.2. Delivery Issues

HEXAGONA cannot be held responsible for delivery delays due to errors or disruptions caused by carriers (e.g., full or partial strikes by the carrier and/or transport and/or communication means). If HEXAGONA is prevented from processing the order due to a force majeure or an unforeseeable event as defined by French case law, or by an external cause, such as a fault attributable to the customer, the delivery deadline will be automatically extended based on the duration of the hindrance. HEXAGONA will inform the customer by email of the occurrence and end of such hindrances. If the hindrance lasts more than four (4) weeks, either party may cancel the order automatically, without the customer being entitled to any compensation from HEXAGONA.

Any delivery failure or delay of more than eight (8) working days must be reported to customer service as soon as possible, either by phone or by email by clicking here. Any complaint made beyond thirty (30) calendar days after the order validation date will not be taken into account. Any anomaly concerning the delivery (damage, missing product compared to the delivery note, damaged package, deteriorated products...) must be indicated on the delivery note with handwritten "reservations," accompanied by the customer’s signature. The customer must immediately inform customer service by clicking here.

In case of non-compliance with the purchased products or if they do not meet the customer’s satisfaction, the customer may return them and request an exchange or refund under the conditions provided in the following section "Returns - Exchanges - Refunds."

 

6 - RETURNS - REFUNDS

You have a period of fourteen days after receiving your order to return items that do not meet your expectations or are defective.
This right of withdrawal may be exercised for one (1) or more products, provided that the returned products:

• Have not been damaged,
• Have not been worn,
• Are returned in their original packaging,
• Are complete and in the same condition as when they were delivered.

If the concerned products were a gift, the customer must initiate the return request, not the recipient of the gift. Refunds can only be requested for products purchased on the website, within fourteen (14) calendar days following the receipt of the package.

RETURN FEES INFORMATION:

• For Metropolitan France, Belgium, and Luxembourg, return shipping is free via Mondial Relay.
• For Europe and Overseas Territories (DOM-TOM), return shipping costs are at your expense. Please note that if the returned product is defective, return shipping will be covered by Fagola.

REFUND INFORMATION:

For technical reasons, exchanges are not processed. If you wish to make an exchange, we recommend returning the item and placing a new order for the desired one.
Refunds will be made via the same payment method used during your order:

• Refund to your Paypal account if you paid with Paypal,
• Refund to your bank account if you paid by card (this will take 5 to 10 working days to appear on your account).

Our team processes returns within 5 working days after receiving the package. Please be patient after returning a package (refund will be processed within 10 working days maximum to your payment method).

For returns in Metropolitan France, Belgium, and Luxembourg, follow these steps:

1. LOG INTO YOUR ACCOUNT ON FAGOLA.COM
   Log into your customer account via this link.
   Enter your email address and follow the instructions to log into your account. You will receive a code by email to validate the login.
   Select the order and items to return.
   Choose the order for which you wish to request a return.
   Select the items you want to return. Choose a return reason from the available options.
   Click "Request a return."
   For returns of orders placed without an account, click here.

2. WAIT FOR THE RETURN REQUEST CONFIRMATION AND THE RETURN LABEL
   If your return is approved, you will receive the Mondial Relay return label by email, and it will also be available in your customer account.
   You can print the return slip in your account under the "My Returns" section.
   Print the return slip and insert it into the package. If you don't have a printer, you can write the return number on the delivery note attached to the order and insert the delivery note in the package.

3. REPACKAGE THE PRODUCTS AND SEND YOUR PACKAGE
   Ensure that the products are returned intact, new, and labeled.
   Products can be returned in their original packaging.
   Make sure to include the return slip in the package.
   Print the return label provided when the return is confirmed, affix it to your package, and drop off your package at a Mondial Relay partner.
   The return address is:
   HEXAGONA / E-shop FAGOLA
   122 Avenue de la Plaine de France
   CS 10051 Gonesse
   95926 Roissy Charles de Gaulle Cedex

For reminder, for Metropolitan France, Belgium, and Luxembourg, return shipping is free via Mondial Relay.

For returns in Europe and Overseas Territories (DOM-TOM), follow these steps:

1. LOG INTO YOUR ACCOUNT ON FAGOLA.COM
   Log into your customer account via this link.
   Enter your email address and follow the instructions to log into your account. You will receive a code by email to validate the login.
   Select the order and items to return.
   Choose the order for which you wish to request a return.
   Select the items you want to return. Choose a return reason from the available options.
   Click "Request a return."
   For returns of orders placed without an account, click here.

2. WAIT FOR THE RETURN REQUEST CONFIRMATION AND THE RETURN LABEL
   You will receive the return request confirmation by email.
   You can print the return slip in your account under the "My Returns" section.
   Print the return slip and insert it into the package. If you don't have a printer, you can write the return number on the delivery note attached to the order and insert it into the package.

3. REPACKAGE THE PRODUCTS AND SEND YOUR PACKAGE
   Ensure that the products are returned intact, new, and labeled.
   Products can be returned in their original packaging.
   Make sure to include the return slip in the package.
   Postage the package and drop it off at a post office (via Colissimo with signature confirmation) and send it to the following address:
   HEXAGONA / E-shop FAGOLA
   122 Avenue de la Plaine de France
   CS 10051 Gonesse
   95926 Roissy Charles de Gaulle Cedex

For reminder, return shipping fees are at your expense. Please note that if the returned product is defective, return shipping will be covered by HEXAGONA.

7 - AFTER-SALES SERVICE - REPAIRS
The HEXAGONA after-sales service (hereinafter "SAV") can only be contacted for orders made on the website. Requests related to FAGOLA products purchased in-store or from other distributors will not be processed by after-sales service.
7.1. Repairs
Products sold on the site are guaranteed for 24 months from the date of purchase. Repair requests are handled within the scope of the SAV's capabilities, which includes only the following issues:

• Sewing problems
• Lining tears
• Loss or breakage of metal parts (carabiners, rings, rivets, zippers, etc.)
• Zipper defects

HEXAGONA cannot be held responsible for issues related to the deterioration or wear of leather (discoloration, color transfer, stains, scratches, etc.) and will not repair leather restoration.
HEXAGONA reserves the right to refuse repairs that do not fall within the SAV's scope or if it is found that the product has simply experienced wear and tear over time, has been used or maintained improperly, or has suffered accidental damage.

Special cases:

• Leather tongue replacement: it is not necessary to return the product. The SAV can send the replacement part directly to the customer by post.
• Carabiner/shoulder strap issue: if the problem only concerns the shoulder strap, it is not necessary to return the bag. The customer can return only the shoulder strap to the SAV.

7.2. Procedure

1. The customer contacts the SAV by email by clicking here, providing their details, order number, the issue encountered, and the request, with supporting photos if necessary.
2. The SAV reviews the request and provides the customer with an appropriate process for handling the request (repair, sending replacement parts, etc.) by email if the request meets the previously mentioned conditions.
3. The customer responds by email, clicking here and indicating their agreement or disagreement with the proposed solution. If there is disagreement, the process returns to step 1 – issue qualification.
4. If the repair request is agreed upon, the SAV will implement the procedure.

To contact the SAV and send products for repair:
HEXAGONA / E-shop FAGOLA
122 Avenue de la Plaine de France
CS 10051 Gonesse
95926 Roissy Charles de Gaulle Cedex

The customer is responsible for the transport costs for returning products. HEXAGONA recommends that the customer returns products via Colissimo with signature confirmation, and provides insurance to ensure compensation for the products' actual market value in case of theft or loss. FAGOLA cannot be held responsible for delivery issues during this return process (loss, theft, address errors, delivery delays, damaged packages, etc.).

If the request is made within the warranty period, the SAV will, if possible, repair the defective product at no charge and return it to the customer within fifteen (15) working days of receiving the product.

Requests for repairs made after twelve (12) months will be subject to review by the SAV. A fee will apply if the product is determined to no longer be covered by warranty.