Customer review management policy
This section transparently explains how reviews displayed on this website are collected, checked, published and retained.
Review collection
A personal invitation may be sent after an order has been paid for and marked as shipped or collected. Submitting a review is optional, and the customer’s email address is never displayed with the review.
Meaning of “Verified review”
This label means that the submission link is tied to a paid order marked as shipped or collected and that the reviewed product was included in that order. It does not determine the rating or the content of the review.
Review checks
The currently configured procedure checks reviews before publication. Checks are limited to compliance with the rules below; the rating and comment are not altered or rewritten.
The operator may contact the author using the address attached to the order when a factual check or clarification is required. This address is not published.
Impartial treatment of reviews
Positive and negative reviews are subject to exactly the same checks and deadlines. The rating, severe criticism or the merchant’s disagreement is never a reason for rejection or withdrawal. The text and rating are not changed before publication.
A review such as “delivery was very slow, I am disappointed” remains publishable when it complies with the other rules.
Reasons for rejection or withdrawal
A review may be rejected or withdrawn for one of the following objective reasons:
- unlawful, abusive, hateful, discriminatory or threatening content, or content infringing a third party’s rights;
- personal data, contact details, confidential information or material identifying a person;
- content unrelated to the product or the relevant consumer experience;
- advertising, solicitation, promotional links, automated or repetitive content, or manifest fraud;
- demonstrated fraud or conflict of interest, impersonation, or absence of a genuine experience where the review is presented as verified;
- incomprehensible, unusable or unlawful content.
The rating, including a rating of 1/5, is never a refusal reason. If publication is refused, the precise reason is recorded and sent to the author, who may submit a compliant new version using their personal link. A report never triggers automatic removal.
Publication, sorting and retention
Any compliant review is published no later than 30 days after submission. If no moderation decision has been made by that deadline, the pending review is published automatically. It remains visible for no more than 5 years from publication.
Reviews are sorted from newest to oldest by publication date. The publication date and the order payment date are shown alongside each review.
Data from an invitation that produced no review is redacted 30 days after the link expires. Associated reviews, reports and delivery logs are deleted no later than 5 years after their latest processing activity. A minimal technical record of the request and the fingerprint of an opt-out are retained to prevent another request.
Incentives
No payment, discount, gift or other benefit is provided in exchange for submitting a review or a favourable rating.
Changes and withdrawal
A published review is not rewritten by the merchant. After a reasoned refusal, the author may correct the text and submit a compliant new version using the personal link. Authors may also contact the merchant to request withdrawal or exercise their personal-data rights.
Merchant’s right of reply
The merchant is informed when a review is submitted and may publish a response that is clearly distinguished from the review. This response cannot change the customer’s rating or text, or delete the review.
Scope of verification
The “Verified review” label describes the technical link between the review, the order and the product. It is not certification by an independent body and does not claim compliance with the NF ISO 20488 standard.