Terms of sale
TERMS AND CONDITIONS OF SALE
Last updated: 9 October 2026
1. SELLER
The PROTOCOL XXVII online store is operated by:
Nikolay Smilenov
Trading name: PROTOCOL XXVII
Business address: 76 Rue Rabelais, 79100 Thouars, France
Email: support@protocolxxvii.com
Phone: +33 7 45 69 02 21
French business registration is currently being finalized. The applicable SIREN/SIRET and registration details will be added as soon as issued.
2. SCOPE
These Terms and Conditions of Sale apply to purchases made by consumers through protocolxxvii.com.
By placing an order, the customer confirms that they have read and accepted these Terms and Conditions of Sale.
Mandatory consumer rights applicable under French law or the law of the customer's country of residence are not limited by these Terms.
3. PRODUCTS
PROTOCOL XXVII sells clothing and accessories.
The essential characteristics of each product, including available sizes, materials, colours and product information, are displayed on the relevant product page.
We make reasonable efforts to ensure that product descriptions, photographs and colours are accurate. Colours may vary slightly depending on the customer's screen and the production process.
Many PROTOCOL XXVII products are produced on demand after an order is placed.
4. PRICES
Product prices are displayed on the website in the currency applicable to the customer's market.
Prices shown include applicable taxes where required.
Shipping charges, where applicable, are displayed before the customer confirms the order.
The total price payable is shown at checkout before the order is submitted.
5. ORDER PROCESS
The customer selects the desired products, variants and quantities and adds them to the shopping cart.
Before confirming the order, the customer can review and correct the order details, delivery information and total amount.
By completing checkout, the customer confirms an order with an obligation to pay.
After the order has been successfully submitted, an order confirmation is sent electronically.
We reserve the right to refuse or cancel an order where reasonably justified, including in cases of payment failure, suspected fraud, manifest pricing error, or genuine production or availability issues.
If payment has already been collected for an order that we cancel, the relevant amount will be refunded.
6. PAYMENT
Payment is made using the payment methods displayed at checkout.
The order will be processed only after payment has been successfully authorised.
Payment processing may be carried out by third-party payment providers subject to their applicable terms and security procedures.
7. PRODUCTION AND DELIVERY
Products may be manufactured and fulfilled by third-party production and logistics partners.
Estimated production and delivery times are displayed or communicated where applicable.
Delivery costs and available shipping methods are shown before the order is confirmed.
If no specific delivery date has been agreed, applicable consumer-law delivery deadlines remain fully applicable.
The customer is responsible for providing complete and accurate delivery information.
8. FREE SHIPPING
Where offered, free shipping is subject to the conditions displayed on the website or at checkout.
For eligible European destinations, free standard shipping may apply when the qualifying order value reaches €99.
9. RIGHT OF WITHDRAWAL
Consumers purchasing at a distance generally have the right to withdraw from their purchase within 14 calendar days from receipt of the goods, without providing a reason, except where a statutory exception applies.
To exercise the right of withdrawal, the customer must clearly notify PROTOCOL XXVII before the withdrawal period expires.
Contact:
support@protocolxxvii.com
or
PROTOCOL XXVII
Nikolay Smilenov
76 Rue Rabelais
79100 Thouars
France
A model withdrawal form is available in our Return & Refund Policy.
The customer must return the goods without undue delay and no later than 14 days after notifying us of the withdrawal.
Unless otherwise required by law, the customer bears the direct cost of returning goods following a standard withdrawal.
10. PERSONALISED GOODS
The statutory right of withdrawal may not apply to goods made to the customer's individual specifications or clearly personalised, where the applicable consumer law provides such an exception.
Standard products manufactured only after an order is placed are not automatically considered personalised solely because they are made on demand.
11. REFUNDS
Where the right of withdrawal applies, eligible payments will be reimbursed in accordance with applicable law.
Unless otherwise agreed, reimbursement will be made using the same payment method used for the original transaction.
Where permitted by law, reimbursement may be withheld until we receive the returned goods or the customer provides evidence that they have sent them back.
Further details are available in our Return & Refund Policy.
12. DAMAGED, DEFECTIVE OR INCORRECT GOODS
If a product is damaged, defective, misprinted, incorrect or does not conform to the order, the customer should contact:
support@protocolxxvii.com
The customer should provide the order number and, where useful, photographs showing the issue.
This procedure does not limit any statutory consumer guarantee.
13. LEGAL GUARANTEE OF CONFORMITY
Consumers benefit from the French legal guarantee of conformity applicable to goods sold by a professional seller.
PROTOCOL XXVII is responsible for defects of conformity existing at the time of delivery and covered by the applicable legal guarantee.
For new goods, the consumer may exercise the legal guarantee of conformity for two years from delivery.
Where the legal conditions are satisfied, the consumer may request that the goods be brought into conformity, including by repair or replacement, without charge.
Where bringing the goods into conformity is impossible, disproportionate, not completed within the legally required conditions, or otherwise where provided by law, the consumer may be entitled to a reduction in price or termination of the sale.
The professional seller remains responsible to the consumer for this legal guarantee.
14. LEGAL GUARANTEE AGAINST HIDDEN DEFECTS
The customer also benefits from the legal guarantee against hidden defects provided by Articles 1641 and following of the French Civil Code.
A hidden defect is a defect that existed before the sale, was not apparent at the time of purchase, and makes the product unsuitable for its intended use or significantly reduces its usefulness.
Where the legal conditions are satisfied, the buyer may choose to return the product and obtain reimbursement of the purchase price or retain the product and obtain an appropriate reduction in price.
The action based on a hidden defect must generally be brought within two years from discovery of the defect.
15. CUSTOMER SERVICE
For questions concerning an order, delivery, returns, refunds or products:
PROTOCOL XXVII
Email: support@protocolxxvii.com
Phone: +33 7 45 69 02 21
16. CONSUMER MEDIATION
In the event of a dispute, the customer should first contact PROTOCOL XXVII in writing so that an amicable solution can be attempted.
In accordance with applicable French consumer law, consumers have the right to use a consumer mediation service free of charge after an unsuccessful prior complaint.
The name, postal address and website of the consumer mediator designated by PROTOCOL XXVII will be inserted here as soon as the mediation arrangement has been finalized.
17. PERSONAL DATA
Personal data is processed in accordance with our Privacy Policy and applicable data-protection law.
18. INTELLECTUAL PROPERTY
PROTOCOL XXVII branding, logos, graphics, designs, photographs, text and other original website content are protected by applicable intellectual-property laws.
No content may be reproduced or commercially exploited without prior written authorisation.
19. LIABILITY
Nothing in these Terms excludes or limits any liability or consumer right that cannot legally be excluded or limited.
20. APPLICABLE LAW
These Terms and Conditions of Sale are governed by French law.
Consumers residing in another country retain any mandatory consumer protections granted by the law applicable to them.
21. CONTACT
PROTOCOL XXVII
Nikolay Smilenov
76 Rue Rabelais
79100 Thouars
France
Email: support@protocolxxvii.com
Phone: +33 7 45 69 02 21