Terms of sale

Terms and Conditions of Sale for the Qobuz Lifestyle

Company Details      
XANDRIE SA is a joint-stock company under French law [société anonyme], with share capital of EUR 5,136,057, registered with the Bobigny Companies Register under no. 749 983 029.         
Its registered office is located at 45 rue Delizy, 93692 Pantin CEDEX, and its VAT number is FR52 749 983 029.

E-mail address: lifestyle@qobuz.com

Website manager: Denis Thébaud

Hosted by: Amazon Web Service, Inc, P.O. Box 81226 Seattle, WA 98108-1226

Customer Service contact details: available from 9.30am to 12pm and from 2.30pm to 5.30pm (GMT+1) through the online contact form  
Or by e-mail to lifestyle@qobuz.com 

  1. Preamble

These general terms and conditions of sale (hereinafter referred to as “T&Cs”) apply to all Orders placed by consumers for Xandrie’s products on the Qobuz online store.

Any Order validation implies unconditional acceptance of these T&Cs.

  1. Definitions

“Customer” means any natural person of legal age and capacity, acting as a consumer or non-professional operator, within the meaning of the French Consumer Code, who places an Order on the Qobuz online store.

“Order” means each purchase or reservation of a product made by a Customer on the Qobuz online store, under the conditions set out in these T&Cs.

“Personal Data” means any information relating to an identified or identifiable natural person, allowing the person to be identified, directly or indirectly, in particular an identifier such as a name, an identification number, location data.    

“Item Record” means the place on the Qobuz online store where all the information relating to the products or services sold, provided by the supplier, is grouped together.

“Products” means all goods available on the Qobuz online store that may be subject to Order by the Customer for a purpose other than their commercial or professional activity.

  1. Orders

Orders are placed on the Qobuz online store. The ordering process allows the Customer to check the Products essential features and price on the store detailed pages, and to correct any errors before confirming the Order.

Xandrie delivers its Products exclusively to the following countries: Germany, Australia, Austria, Belgium, Bulgaria, Canada, Cyprus, South Korea, Croatia, Denmark, United Arab Emirates, Spain, Estonia, United States of America, Finland, France, Greece, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, New Zealand, Norway, Netherlands, Poland, Portugal, Czech Republic, Romania, United Kingdom, Singapore, Slovakia, Slovenia, Sweden, Switzerland,Chile, Mexico, Brazil, Argentina, Colombia.

Once the Order has been confirmed, it becomes final and the sales agreement is executed.
The Customer will receive confirmation of receipt of their Order by e-mail.

Xandrie reserves the right to cancel any Order placed using software, robots, collectors, indexing robots or any other scripted system or behaviour, which specifically relies on third-party services to place an Order on behalf of the Customer.         

  1. Products and Availability

Xandrie’s delivery obligation is limited to Products available in stock, or ordered by Xandrie from its suppliers, until they are out of stock.

Should our suppliers negligently fail to supply the Product, Xandrie is not required to deliver the Product ordered by the Customer within the specified period.

  1. Price and Shipping Charges

Products are invoiced based on the prices specified on the Qobuz online store at the time the Customer places their Order. Prices are indicated in the currency of the place where the Customer resides, and include all taxes at the legal rate in force, including VAT; shipping charges are excluded, and invoiced separately.

Shipping charges are calculated according to the costs arising from the size of the Product, the shipping of the Product, the place from where the Order is shipped and processed, and any other services required. Shipping charges shall be clearly and precisely specified by Xandrie prior to payment by the Customer, and shall be added to the total amount of the Order.

  1. Payment

Xandrie accepts the following payment methods: credit card, Apple Pay and Shop Pay. 

Depending on the place where the Customer resides and on the Order, Xandrie reserves the right not to accept certain payment methods, or to accept others. The Customer shall bear all costs associated with the payment method chosen.

Payment is due upon placing the Order.

The transaction is debited on the day when the Order is placed.

You agree to receive invoices and credit notes in electronic form only.

  1. Shipping

Shipping address        
Shipping is made by a third-party carrier, to the address provided by the Customer upon placing the Order.

Shipping period          
The Product will be shipped to the Customer within the period specified in the Order confirmation.
The shipping period specified runs from receipt of the Customer’s payment.

Xandrie undertakes to use its best endeavours to deliver Orders within the estimated timescales; however these timescales are provided for information purposes only. Xandrie is not responsible for the consequences of a shipping delay. Unless the applicable legal period is exceeded, a shipping delay may not give the Customer the right to terminate the sale.

Should an event of force majeure or an act of God prevent shipment of the Order, the shipping period shall be extended according to the duration of the impediment.

In the event of a missed or delayed shipping, the Customer may contact Xandrie’s Customer Service through the online contact form, or by e-mail to lifestyle@qobuz.com. If the Customer intends to challenge the actual Order shipping, despite the delivery information provided in the order tracking system, they shall contact Xandrie’s Customer Service within thirty (30) days of the shipping date specified in the order tracking system. Xandrie will open an investigation with the carrier, which may take up to two (2) months for a reply. Subsequently, the Customer will receive an e-mail informing them of the opening of an investigation and the result of this investigation. If the Order is located, shipping will resume. If the Order is declared lost, Xandrie shall notify the Customer and refund the amount of the undelivered Order. In the event of a delay in the shipping of the Order, Xandrie will notify a new shipping date to the Customer.

Order Receipt 
Upon receiving the Order at the address provided, the Customer shall immediately check that the Order is complete and that the Products are undamaged. In case of incomplete Orders or damaged Products, complaints should be addressed as soon as possible to Xandrie Customer Service.

If the Customer does not collect or receive the Order within the stipulated period, the Order shall be returned to Xandrie, which shall make it available to the Customer for further shipping.

  1. Returns

Return of Damaged Parcels

In the event of visibly damaged packages, the Customer shall immediately notify the carrier upon receipt of the Order, or immediately refuse the Order to the carrier and inform Xandrie at the same time.

Returns in the event that the Products do not comply with the Order or are defective

If the goods are non-compliant with the Order, or in case of apparent defect, the Customer shall inform Xandrie’s Customer Service through the online contact form, or by e-mail to lifestyle@qobuz.com within 15 days of receipt of the Order.

A photograph of the Product will be requested during the procedure.

If Xandrie establishes in writing that the Product is non-compliant, or that it has an apparent defect, the Customer shall return the Product by registered post to the address notified by Xandrie, in its original condition. To this end, the Customer will use the returns label, which can be downloaded from their customer account. If the Customer encounters difficulties downloading the return label, they shall inform Xandrie’s Customer Service through the online contact form, or by e-mail to lifestyle@qobuz.com.

Once the returned Product has been received and the non-compliance or any apparent defect has been established, the Customer will be reimbursed for the cost of returning the Product. The Customer may also obtain a refund of the sums already paid for the Order, or obtain delivery of an identical Product or, if available, a replacement Product of equivalent quality and price, at Xandrie’s expense.

If the Customer chooses the refund, the payment will be refund through the same payment method used by the Customer to pay for the Order.

If the Products returned comply with the Order and/or have no apparent defect, Xandrie shall not be required to refund the Customer or bear any new shipping costs.

Product Return Period

No returns will be accepted after 15 calendar days following the shipping date. After that period has expired, the Customer acknowledges that the Products comply with the Order and they shall be deemed to be free from any apparent defects.

Return for Reasons Attributable to the Customer

If the Order is returned for a reason attributable to the Customer (unclaimed Order, incorrect shipping address, etc.), the Customer shall pay new shipping costs in order to have the parcel reshipped. The Customer will be informed by e-mail of the procedure to be followed for the return of their parcel.


  1. Right of Withdrawal

In accordance with European legislation, the Customer has the right to withdraw from the contract within 14 days of receipt of the Order, without giving any reason, except as provided for in article L. 221-28 of the French Consumer Code:

  • in case of Products shipped, and opened by the Customer after shipping, which cannot be returned for reasons of health protection or hygiene,
  • in case of Products tailored to the Customer’s specifications or clearly personalised.

A standard withdrawal form is also made available to the Customer and can be accessed at any time on the website via this download link.

To exercise the right of withdrawal, the Customer shall send Xandrie a clear withdrawal statement, within the legal time limit, as follows:

A standard withdrawal form is also made available to the Customer and can be accessed at any time on the website via this download link.

Upon receipt of the withdrawal statement, Xandrie shall send the Customer an acknowledgement of receipt. The Customer shall have 14 days from the date of this acknowledgement of receipt to return the Products to the postal address provided by Xandrie, in perfect condition and unused, in their original packaging and complete (labels, documentation, instructions, accessories, etc.), or in any packaging that protects the Product. The Customer shall bear the cost of returning the Product.

Xandrie reserves the right not to accept the return of Products from the Customer in the following instances: (i) in the absence of prior statement of withdrawal through one of the abovementioned means, or (ii) if the Products are damaged, worn or incomplete, or unfit for resale.

If the withdrawal is valid, the Customer shall be reimbursed for all payments made for the Order, within 14 days of the acknowledgement of receipt of the Customer’s request for withdrawal, by the same payment method used by the Customer to pay for the Order.

However, Xandrie reserves the right to postpone the refund until the Product has been recovered, or until the Customer provides irrefutable proof that the Product has been returned by post.


  1. Compliance and Warranty

All Products benefit, without additional payment, from the legal warranty of compliance, as set out in articles L.217-3 et seq. of the French Consumer Code, and the legal warranty against hidden defects in the Product sold, as set out in articles 1641 et seq. of the French Civil Code. In this context:

  • the Customer has a two-year period from delivery of the Product to take action;
  • the Customer may choose between repairing or replacing the Product, subject to the cost conditions set out in Article L.217-12 of the French Consumer Code.
  • the Customer does not have to prove the existence of a lack of compliance of the Product, or the date of appearance thereof during the 2 years following delivery of the Product.

In addition, the Customer may invoke the warranty against hidden defects in the Product sold; where applicable, the Customer may choose between termination of the sale or a price reduction, in accordance with article 1644 of the French Civil Code.


  1. Liability

Xandrie shall not be held liable for any damage resulting from the use of the Product by the Customer, and shall not be held liable in this respect for any reason whatsoever, specifically in the event of a breach of the laws or regulations applicable to the use of the Product.


  1. Personal Data

For all information concerning the processing of your Personal Data, and to find out about your rights, please consult the Xandrie page concerning the protection of personal data. Information and data concerning the Customer are necessary for managing the Order, for commercial relationships and for managing customer files. Personal Data may also be used by Xandrie to inform customers about Xandrie Products, and to collect statistical data about the use of Xandrie’s online store.

Finally, these data may be transmitted to Xandrie’s service providers in charge of the preparation, payment, processing and delivery of the Customer’s Order.


  1. Applicable Law and Jurisdiction

These T&Cs, and any disputes relating to their application or interpretation, are governed by French law.

If these T&Cs are translated into one or more languages, only the French text shall prevail in case of a dispute.

If one of the clauses of these T&Cs are deemed illegal or unenforceable by a court decision, the other provisions shall remain in force.

In the event of a dispute, the parties will use their best endeavours to reach an amicable agreement.
Pursuant to Articles L.612-1 et seq. of the French Consumer Code, all consumers have the right bring the dispute, free of charge, before the Consumer Ombudsman of the French Federation for E-Commerce and Distance Sales (FEVAD - Fédération du e-commerce et de la vente à distance), at the following contact details:           
Médiateur de la consommation FEVAD BP 20015-75362 PARIS CEDEX 8- https://www.mediateurfevad.fr/.

In the absence of mediation, the French courts shall have exclusive jurisdiction.