ManoMano Consumer Information

1. Merchant Referencing and Dereferencing Conditions

1.1. Referencing Conditions

To be referenced on the Platform, Merchants must pay a monthly subscription and a commission on each Product sale. They must also meet different criteria:

• Be a professional seller of DIY, gardening, decoration, furnishing, or pet products.
• Meet quality criteria in terms of delivery times, return policies, customer relationship management, and dispute management with Buyers.
• Offer products at reasonable prices.
• Comply with applicable regulations, particularly regarding distance selling.
• Comply with the Platform's General Terms of Use.

Only Merchants meeting these criteria are authorized to be referenced on the Platform and to market their Products there.

1.2. Dereferencing Conditions

ManoMano reserves the right to dereference a Merchant from the Platform who no longer meets the referencing criteria. ManoMano reserves the right to dereference a Merchant from the Platform:

• Who does not comply with applicable regulations.
• Who does not comply with the Platform's General Terms of Use.
• Whose delivery policy does not meet the required quality criteria (frequent delivery delays, damaged products, etc.).
• Whose after-sales service does not meet the required quality criteria (long response times, lack of courtesy in exchanges, etc.).
• Who attempts to circumvent the Platform's invoicing and payment system.
• Who uses Buyers' personal data for purposes other than managing and executing Orders placed on the Platform.

2. Product Referencing and Dereferencing Criteria

Products referenced on the Platform are chosen and listed by Merchants. Only DIY, gardening, decoration, furnishing, and pet products can be marketed on the Platform.

ManoMano reserves the right to remove Product offers from the Platform:

• Whose marketing is prohibited or illicit, particularly if they are counterfeit or infringe on third-party rights, distribution agreements, or are contrary to public morals.
• Presenting a danger to health, safety, or the environment, particularly Products that have been recalled by authorities or their manufacturer.
• From Merchants who are no longer referenced on the Platform.
• Not belonging to the DIY, gardening, decoration, furnishing, or pet sectors.

3. Display of Merchant Offers

ManoMano connects Buyers with Merchants. It is therefore possible that the Buyer may be offered, on the Product Sheet, several similar offers from different Merchants.

The Merchant highlighted on the Product Sheet is selected by default based on automatic learning algorithms taking into account the following criteria: the Product price (including delivery costs), delivery times, free delivery, and the Merchant's quality indicator.

4. Product Ranking Criteria

Products are ranked by default on the Platform (4.1.). Certain Products may be highlighted on the homepage, on auxiliary pages, or in search results as part of commercial partnerships (4.2.) or on ManoMano's initiative (4.3.).

4.1. Default Product Ranking

The main parameters for default product ranking are explained in this section. However, ManoMano reserves the right to update or add to these criteria.

Each Product on the Platform is referenced in a Product category (e.g., drill, swimming pool, etc.). For each category, Products appearing in search results are ranked by default according to an automatic learning algorithm that considers the following criteria:

• Number of orders / Product sales history (most sold product).
• Number of previous views of the Product.
• Number of additions to the Product's cart.
• Ancillary Product elements that influence purchase (such as price, delivery time, rating, number of ratings) and their evolution (such as price changes, delivery time changes, rating changes).

This ranking is performed by default to highlight the most popular Products and corresponds to the search results sorting criterion "Relevance" on the Platform. These rankings are modified if the Product category contains Products shipped by ManoMano (see section 4.2.1. Products shipped by ManoMano). The Buyer can also, if they wish, refine their search by sorting results based on other criteria:

• More expensive to less expensive ("Price descending").
• Less expensive to more expensive ("Price ascending").
• Product ratings by Buyers ("Notes").

Products will then be ranked in search results according to the selected referencing criterion.

4.2. Highlighting Products in Commercial Partnerships

4.2.1. Products shipped by ManoMano

ManoMano offers Merchants its own logistics service called “Mano Fulfillment” to provide all its customers with fast, flexible, reliable, and innovative delivery. For each Product category, Products shipped by ManoMano are highlighted in the Platform's search results, according to the rules described below. A mention “Shipped by ManoMano” identifies these Products in the Platform's search results.

Products shipped by ManoMano are highlighted in the Platform's search results according to the following display rules:

• For each Product category, ManoMano reserves one out of two slots in the product ranking order for a Product shipped by ManoMano.
• The order of appearance of Products shipped by ManoMano in search results is determined by the ranking performed by our automatic learning algorithms, which prioritize the Product's sales history (most sold product).

If the Product category does not contain Products shipped by ManoMano, the default Product display rules apply (see section 4.1. Default Product Ranking).

4.2.2. Advertising

Certain Products may be highlighted on the Platform's homepage as part of commercial partnerships concluded with Merchants or partners. This highlighting is mentioned on the Platform under the heading “Advertising”.

4.2.3. Sponsored Products

Merchants can subscribe to an optional paid service allowing them to highlight their Products using an algorithm that associates their Products with User requests and Product categories. Highlighted Products are referenced under the mention “Sponsored”. They appear on the first pages of search results, on product category pages, and/or on Product pages.

4.3. Highlighting Products on ManoMano's Initiative

4.3.1. "Top Sales" Products

Products highlighted under the mention “Top Sales” correspond to Products whose rating from the Product ranking algorithm is the highest, taking into account the sales volume criterion. This highlighting in the Platform's search results is performed by default by the algorithm.

4.3.2. "Promo" Products

Products highlighted under the mention “Promo” correspond to Products that are (i) currently on promotion on the Platform, (ii) have free delivery, and (iii) have a competitive selling price.

4.3.3. "ManoMano's Selection" Products

Products highlighted under the mention “ManoMano's Selection” correspond to Products in each category whose rating from the Product ranking algorithm is the highest, taking into account the following criteria: price, free delivery, delivery time, customer rating, sales volume, quality indicator.

4.3.4. Products on the "Good Deals" Page

The Products featured on the Platform's “Good Deals” page are:

• All Products currently on promotion across the Platform.
• All Products with free delivery and a competitive price.

Information Regarding Reviews Posted on the Platform

Reviews Posted by Buyers

1. Who can post a review?

Only Buyers who have made an Order on the Platform can give their review on the delivery and/or the purchased Product(s). To post a review, the Buyer must first log in to their Personal Account.

2. How to post a review?

The Buyer can post a review:

• Directly from their Personal Account, by clicking on the “My Orders” tab then the “Rate my products and/or my delivery” button, or by clicking on the “Product reviews” tab.
• After receiving the review collection email sent by ManoMano to the Buyer following the Order reception, by clicking on the link in the email leading to the review collection form.

3. What types of reviews can a Buyer post?

3.1. A review on delivery

The Buyer can post a review on their delivery experience as follows:

• The Buyer assigns a general rating on a scale of 1 to 5 (1 being the lowest score and 5 being the maximum score).
• A Buyer who gives a rating of 3 out of 5 or less can accompany their rating with a comment on their delivery experience.

3.2. A review on the purchased Product(s)

The Buyer can post a review on the essential characteristics and qualities of the Product as follows:

• The Buyer assigns a general rating on a scale of 1 to 5 (1 being the lowest score and 5 being the maximum score).
• The Buyer can accompany their general rating with a comment on their appreciation of the Product.
• The Buyer can assign specific ratings to the Product (e.g., battery life, noise, etc.).
• To illustrate a review on a Product, the Buyer can upload one or more photographs of their Product.

3.3. Specific conditions for uploading photographs

A Buyer who uploads one or more photographs on the Platform declares to be the sole author and holder of the intellectual property rights attached to each photograph. The Buyer guarantees that the photograph does not infringe any intellectual property right or any other third-party right.

By uploading their photograph to the Platform, the Buyer assigns to ManoMano the right to reproduce, represent, modify, adapt, and exploit all or part of the photograph, by any technical and/or digital means known or unknown to date, in any format and on any type of medium.

By this assignment, ManoMano is notably authorized to reproduce and publicly exploit the photograph on the following media:

• The websites owned by ManoMano (manomano.fr, manomano.it, manomano.es, manomano.de, manomano.co.uk, blog.manomano.fr, blog.manomano.it, blog.manomano.es, blog.manomano.de, blog.manomano.co.uk).
• ManoMano's social networks (Facebook, Instagram, Twitter, Pinterest, or any other social network).

This assignment of patrimonial rights is granted free of charge and non-exclusively, worldwide and for the entire legal duration of intellectual property rights protection from the time the photograph is uploaded by the Buyer.

4. What are the criteria for ranking and displaying reviews published on the Platform?

Only reviews on the purchased Product(s) are published on the Platform. Reviews are displayed in chronological order, from most recent to least recent. They can be filtered by ratings assigned to the Product by Buyers.

5. Is a reward provided in exchange for posting a review?

ManoMano wishes to encourage the posting of reviews on Products offered on the Platform. In this context, ManoMano may offer some of its Buyers a voucher for a future order when they post a review on the Platform. The publication of these reviews is accompanied by the mention “Review obtained in exchange for a promotional offer”.

6. How are reviews checked by ManoMano?

6.1. Checking ratings and comments

Ratings and comments posted by Buyers are directly published on the Platform. When a comment contains illicit language (gross, offensive, etc.), the term is automatically masked by asterisks. ManoMano then performs a manual check of ratings and comments after publication. A comment may be removed from the Platform if ManoMano finds that it contravenes ManoMano's review policy (see section 7 below). In this case, the review is entirely removed from the Platform (rating, comment, and photograph(s) included).

6.2. Checking Product photographs

Product photographs illustrating the ratings and comments posted by the Buyer are not directly published on the Platform. ManoMano performs a manual check of photographs before publication.

A photograph is not published on the Platform if ManoMano finds that it contravenes ManoMano's review policy (see section 7 below). In this case, the review is entirely removed from the Platform (rating, comment, and photograph(s) included).

7. In which cases can ManoMano decide not to publish or remove a review from the Platform (rating, comment, photograph(s))?

ManoMano may decide not to publish or to remove a review posted by a Buyer at any time in the following cases:

• The review is not about the Product: the review contains, for example, a comment or photograph relating to the Merchant, the delivery, ManoMano, another Product, etc.
• The review reports a problem with pre-sales/after-sales service or the dangerous or illicit nature of the Product: the review contains, for example, a comment or photograph relating to a breakage during delivery, a Product non-compliance with current regulations, etc. To report one of the cases mentioned above, the Buyer must directly contact ManoMano Customer Service.
• The review is not clear and/or lacks coherence: the review contains, for example, a negative rating while the comment is positive, a photograph that does not represent the Product while the comment is about the Product, etc.
• The review contains unintelligible or poor-quality content: the review contains, for example, an unintelligible comment, a blurry photograph to illustrate the comment about the Product, etc.
• The review is misleading or fraudulent: the review was posted by the Merchant themselves, the review was posted in exchange for financial compensation without the mention required in point 5., etc.
• The review is used for promotional or advertising purposes: the review contains, for example, a comment or photograph promoting a good, service, or company by displaying a phone number, email address, hyperlink, etc.
• The review infringes on third-party rights: the review contains, for example, a comment or photograph infringing on intellectual property rights, industrial property rights, personality rights (right to one's image, right to privacy), etc.
• The review violates applicable law or regulations and/or is contrary to public order and good morals: the review contains, for example, a comment or photograph that is defamatory, injurious, obscene, pornographic, offensive, violent, or incites discrimination, political violence, racism, xenophobia, sexism, or homophobia, etc.
• The review contains personal and/or sensitive data or confidential personal information: the review contains, for example, a comment or photograph that includes a name, order number, bank card number, email address, etc.

When a review is removed from the Platform, ManoMano notifies the Buyer by email of this removal. ManoMano informs the Buyer whose review was not published of the reasons for its rejection. ManoMano reserves the right to contact the author of the review at any time.

8. Can Merchants request the removal of a review?

Merchants can contact ManoMano to request the removal of a review from the Platform if they consider that it contravenes ManoMano's review policy (see section 7 above). Merchants must justify their request for removal. ManoMano reserves the right to refuse these removal requests.

9. Can a Buyer modify their reviews?

The Buyer can modify their review on the purchased Product and/or delivery at any time from their Personal Account, by clicking on the “My Orders” tab then the “Modify review on product and/or delivery” button, or by clicking on the “Product reviews” tab.

10. Are Buyer reviews translated by ManoMano?

Reviews on Products can be translated into the languages of the countries where ManoMano operates. The translation is done automatically using the “Google Translate” computer-assisted translation tool. When a published review has been translated from another language, it is accompanied by the mention “Translated from Google”.

Reviews Posted by Manodvisors Testers

1. Who are the Manodvisors?

This is a community of DIY or gardening enthusiasts who advise Buyers on the Platform daily to help them with their purchasing decisions. In return for their advice, Manodvisors receive a commission paid by ManoMano.

2. Who are the Manodvisors Testers?

Manodvisors Testers are Manodvisors selected by ManoMano to participate in the “Product Rating” program. The “Product Rating” program was implemented by ManoMano for certain Products on the Platform to be evaluated and rated by Manodvisors. Reviews of tested Products thus provide Buyers with more information about the Products on the Platform.

Products to test are offered to Manodvisors Testers by ManoMano so that they can share their feedback with Buyers. The publication of these reviews is accompanied by the mention “Review posted by a Manodvisor Tester”.

3. How are Products tested by Manodvisors Testers selected and evaluated?

Products to be tested by Manodvisors Testers are selected by Merchants. Manodvisors Testers evaluate Products independently, based on their own feedback. Posted reviews can be negative as well as positive and are published by Manodvisors without any influence from ManoMano or the Merchants referenced on the Platform who market the tested Products. Reviews posted by Manodvisors Testers solely reflect their evaluation of the tested Products.

4. Can ManoMano modify or delete reviews from Manodvisors Testers?

ManoMano cannot modify or delete reviews from Manodvisors Testers after their publication, as long as they comply with ManoMano's review policy. Reviews are checked and removed under the same conditions as reviews published by Buyers (see section 7 above).

Information on the Platform's Operation

1. Who is authorized to offer their products?

Only Merchants selected by ManoMano are authorized to reference their products on the Platform. These are exclusively professional sellers of DIY, gardening, decoration, furnishing, or pet products. Consumers are not authorized to offer Products on the Platform.

2. Nature of the relationship

As recalled in the Platform's General Terms of Use, ManoMano acts exclusively as an intermediary between Buyers and Merchants. ManoMano thus provides Users with a platform enabling the conclusion of a sales contract, concluded exclusively between the Merchant and the Buyer, for the sale of a Product chosen by the Buyer on the Platform.

3. Payment and financial transaction management methods

The transaction price is paid by the Buyer to ManoMano. The Merchant authorizes ManoMano to collect, in their name and on their behalf, the total transaction price, including shipping costs, which will be paid into an account dedicated to the Merchant, created with the financial institution chosen by ManoMano, and which will only be used for the purpose of managing financial transactions carried out via the Platform.

ManoMano is solely authorized to instruct the dedicated account to make the payment to the Merchant of the transaction price.

4. ManoMano Guarantee

The commercial guarantee offered by ManoMano to Buyers is defined in Article 12 of ManoMano's General Terms of Use, reproduced below: ManoMano has decided to implement a commercial guarantee, hereinafter referred to as “the Concrete Guarantee”, to facilitate the resolution of potential incidents affecting Orders placed via the Platform by Buyers and relating to the following reasons:

• Order not validated.
• Order not shipped.
• Order not delivered.
• Order or Product delivered non-conforming, defective, incomplete, or damaged.
• Product presenting a non-conformity defect during use.
• Merchant has not responded to a withdrawal request.
• Following a claim, the Buyer has not received the expected refund although the Product has been returned to the Merchant.
• Following a claim, the Buyer has not received the Product or the part that was supposed to be reshipped by the Merchant.
• Invoice not received or incorrect invoice.

The conditions and procedures for opening and implementing the Concrete Guarantee are described in Annex 1 of these CGU. The Buyer is informed that the Concrete Guarantee cannot apply:

• If the conditions and procedures for opening and implementing the Concrete Guarantee are not met.
• If the Buyer has damaged the Product.
• If the Product was lost after being received by the Buyer.
• If the payment of the Product by payment card was rejected by the issuing bank.
• If the Product was purchased fraudulently on the Platform.

5. Dispute resolution methods

In accordance with Article L.141-5 of the Consumer Code, the consumer may, at their choice, in addition to one of the competent territorial jurisdictions under the Code of Civil Procedure, bring the matter before the jurisdiction of the place where they resided at the time of the conclusion of the contract or the occurrence of the damaging event.