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1- How do I create my PROTEUSHOP account?



Creating a customer account in our shop allows you to benefit from many advantages:

- Make your purchases easily
- Save and modify your addresses
- Change your password
- Create a wish list and save your favourites
- Consult your previous purchases and download your invoices

It's very simple, just click on the toothed wheel at the top of the page, then choose "Connection" :

- Either log in with your Facebook or Google account
- Either create your account on our platform, you will then be invited to complete some information

If you already have an account, simply authenticate yourself by entering your email and password, then click on "Login" at the top of the page to access your environment.

Then click on "My account" to access the different sections:

- Information: management of your name, first name, password, date of birth and newsletter subscription
- Addresses: management of all your shipping and billing addresses
- Order history and details: view your orders, track shipments, download your invoices
- Credit vouchers: management of assets linked to orders placed
- Coupons: management of your discount vouchers
- Return of goods
- GDPR - Personal data: management of your personal data, in accordance with the European law RGPD (see below)
- Estimates: manage your various estimates, delete them, add them to your basket

The content of this section evolves with the life and options of the online shop.




2- Placing an order



- You can add items to your basket either from the different category pages or from the detailed item sheets


- Go to your basket, to continue and add products, or place your order

- Select your address or add one, shipping costs are calculated according to the delivery address
Please note that the telephone number is mandatory, in order to improve the quality of the delivery, and to allow the carrier to call you.


- The next step invites you to select the mode of delivery, the proposals are automatic and variable according to the weight of your order and the place of delivery, and our partnerships with the various carriers
note that sometimes the relays are not displayed directly, it is then necessary to refresh your web page (Apple+R or Windows+R)

- Finally choose your payment option, and accept the terms and conditions
Payments by bank transfer are reserved only for professionals with an intra-community VAT number

- Click on "ORDER WITH AN OBLIGATION TO PAY" to be brought to the payment page of one of our banking partners (Crédit Agricole, PayPlug)


- Insert your credit card information, and also be prepared to validate your bank's 3D-Secure system (SMS, mobile application, token, etc)
Please note that no order is delivered on site or dispatched if the payment is not validated by our payment platforms: Crédit Agricole e-Transactions and/or PayPlug



3- I cannot validate my order



We have made the telephone field mandatory in order to increase the success of deliveries, this allows your carrier to contact you about your delivery, and sometimes simply to find your address.
Therefore, if you cannot click on the "CONTINUE" field on the order page, simply go back to the previous step and check that you have entered a phone number for the address(es) you have chosen.
Unfortunately, the system does not allow us to highlight the need to update addresses already registered, so you can update your phone number by editing it in your account, or from the "Step 2 ADDRESSES" order page.



4- Return of goods


4-1 Return conditions
4-2 Description of the steps 
4-3 Return process to follow


It is compulsory to make a return request (no automatic validation) for exchange or refund.
The customer must make a request for return via the contact form on the PROTEUSHOP website (https://proteushop.com/en/contact-us), notifying his intention to retract by means of an unambiguous declaration. It is mandatory to complete and insert in the package the "PROTEUSHOP return form" on your computer for all product returns: 

4-1 Return conditions

- Returns of goods are possible within 14 calendar days maximum after receipt of your order, any claim made outside this period will not be accepted
- No direct returns to the shop are accepted without prior request and without following the process described below. Should the case arise, the product will be kept at the disposal of the buyer for a period of 365 days before destruction. In no case can this failure to respect the procedure put the standard procedure in default, in particular the respect of deadlines
- Once the request has been made, the products must be sent to us within a maximum of 14 calendar days following the creation of the return form, any delay may lead to the return being refused
- We reserve the right to refuse a return if it presents a damage, failing this, any costs of repairing the product would be borne by the buyer as far as this is possible and valid
- For reasons of hygiene, we do not take back clothes, underwear or intimate products (p-valve, penis case, She-P and any accessories)
- Personalised and/or custom-made products cannot be returned for exchange or refund
- Products whose use has not followed the instructions of the manufacturer, distributor and/or PROTEUSHOP cannot be returned
- Altered products cannot be returned
- It is mandatory to inform the reason for the return (change of opinion, defective item, non-compliant item, etc)
- Returned products must be in perfect condition for resale, folded in their original packaging with all accessories, instructions, manuals and labels intact
- Returned products must be accompanied by the return form generated by PROTEUSHOP
- Under no circumstances can PROTEUSHOP be held responsible for customs and VAT charges
- As the products are considered new and functional when dispatched, the return costs are the responsibility of the buyer except in the case of a product error. However, if the manufacturer approves a defect on a product that falls within the scope of the guarantee, the return costs will be reimbursed up to the value of the standard shipping costs for this same product

4-2 Description of the steps

- Return request from the buyer
- Approval or refusal by PROTEUSHOP
- Shipment of the product(s) by the buyer with the return slip ("PROTEUSHOP return form")
- Reception of products by PROTEUSHOP
- Validation or refusal of the return by PROTEUSHOP
- If refusal, provision of the product for the buyer
- If approved, creation of a credit note or refund according to the buyer's wishes
- Please allow up to 14 working days for your products to be refunded. Refunds must be made to the debit/credit card used for the purchase of the product(s), unless particular conditions prevent this procedure (change of PROTEUSHOP's banking partner, expiry of the bank card, ....).



5- Quotation: creation, update, validation, deletion



We have set up a system whereby you can create your own quote on our site, so there is no need to ask us to do it.
These quotes are valid for one month. Once they have expired, the quote will no longer be valid and cannot be modified or used.

5-1 Creation of the quotation
5-2 Modification of the quotation
5-3 Validation of the quotation and completion of your order
5-4 Deleting quotes


5-1 Creation of the quotation

- Create your account (see section 1 above) or log in to your customer account
- Add your products to your basket
- Go to your basket


- Choose your invoicing and delivery address, your delivery method, leave us a message if necessary, and add a name to your quotation

- Click on "SAVE AND SEND YOUR QUOTATION" to receive it in your mailbox in PDF format and save it in your quotation list

5-2 Modification of the quotation

- Go to your customer account

- Go to the "QUOTATION" section


- Choose the quote you wish to modify, then click on "ADD TO CART", your basket will be emptied and replaced by the products in the quote

- You can now change quantities, add or delete products

- Click on "UPDATE MY QUOTATION" to update it, change the billing or delivery address, change the delivery method and/or change its name. You will receive it again by email, and will also be able to download it


5-3 Validate an estimate and place your order

- Go to your customer account

- Then go to the section "QUOTATION"

- Select your quotation, then click on "ADD TO BASKET"

- Click on "PLEASE ORDER" and then follow the normal ordering process

5-4 Deleting quotes

- Go to your customer account

- Then go to the section "QUOTATION"

- Click on "DELETE" for the quotation(s) you wish to delete



6- Sizing guide



As far as possible, we try to offer you the size tables for our articles, as manufacturers frequently use different sizes.
On the detail pages of the articles you will find in the lower part of the pages a tab entitled "DOCUMENT JOINTS" with documents related to the product, the brand, and the size table of the product concerned.



7- Promotion and discount policy



We strive to offer the best rates directly, we do not respond to unit discount requests.
However, depending on the period, we may decide, on our own or in partnership with one of our suppliers and/or manufacturers, to offer discounts for certain operations, limited in time. These promotions are then offered as standard to all customers on the PROTEUSHOP website.

You can browse through the "PROMOTIONS" section of our website to see all our discounted products.


8- Tax and VAT management



Here are the rules of invoicing in e-commerce for the sports equipment that concerns us.

8-1 In France

In any case, VAT at the current rate is due.
The amount of VAT is notified on the invoice.
A company, depending on its status, can then recover this VAT.
There are exceptions to this rule, as certain vessels and certain activities such as seafarers, fishermen and assimilated (corailleurs) are entitled to direct exemption from VAT.
This tax exemption functionality is integrated on our site. All you need to do is make a request and provide us with the supporting documents in order to be able to place tax-free orders directly.

8-2 Intra-European Community

- In Business To Business (B2B)
Invoicing can be done without VAT by declaring the intra-community VAT number of the client company (see Section 9 below for compliance with the Intracommunity numbering standards).

- In Business To Client (B2C)
The VAT of the issuing country applies

8-3- Outside the European Community

VAT is not applied, the sale is then tax-free.
The buyer is responsible for paying import and local taxes (including VAT) on receipt of the parcel(s).
Non-resident French citizens must send us copies of their up-to-date passport, a copy of the "Carte de Registre des Français établis hors de France" and a copy of a local residence invoice (rent, electricity bill, etc).  
All tax-free sales must go through French customs, so there is no VAT refund when passing through a customs office in another country in the SCHENGEN area.

8-4- Why can the VAT display be incorrect? 

Our site uses a geolocation system based on your IP address. Based on this address, the system recognises your geographical location and allows the application of the above standard VAT rules.
However, due to the saturation of IP addresses (V4), Internet Service Providers (ISPs) no longer have sufficient IP addresses and buy ranges from other countries. At this moment, you can have an IP address from any country in the world!!
This distorts the geolocation system and misleads the program.

Note: it is impossible to respond favourably to any "arrangement" request to avoid customs duties and/or VAT payment.



9- Registration and use of your Intracommunity VAT number



Our system allows you to register your company's VAT number with automatic verification on the European Commission VIES website, this allows you to make tax-free payments for your orders.
Your VAT number must be inserted in the European format, otherwise it cannot be approved. It must not contain dashes, full stops or any other characters, but only the letters of the country followed by the numbers

According to the standards below, a correct number for France is FR12345678901, for Italy IT12345678901, Belgium BE1234567890, Germany DE123456789 etc.
If you do not enter your VAT number correctly, the system will retain the VAT in your invoice, and it will then be impossible to refund it.


Country Country Code Format Characters Notes
Austria AT U12345678 9 characters 9 characters the first character is always a ‘U’
Belgium BE 1234567890 10 characters Prefix with zero ‘0’ if the customer provides a 9 digit VAT number
Bulgaria BG 123456789, 1234567890 9 or 10 characters  
Croatia HR 12345678901 11 characters  
Cyprus CY 12345678X 9 characters The last character must always be a letter  
Czech Republic CZ 12345678 123456789 1234567890 8, 9 or 10 characters If more than 10 characters are provided delete the first 3  
Denmark DK 12345678 8 characters  
Estonia EE 123456789 9 characters  
Finland FI 12345678 8 characters  
France FR 12345678901 X1234567890 1X123456789 XX123456789 11 characters May include alphabetical characters (any except O or I) as first or second or first and second characters.  
Germany DE 123456789 9 characters  
Greece EL 123456789 9 characters  
Hungary HU 12345678 8 characters  
Ireland IE 1234567WA (companies) 1234567FA (individuals) 8 or 9 characters Includes one or two alphabetical characters (last, or second and last, or last 2)  
Italy IT 12345678901 11 characters  
Latvia LV 12345678901 11 characters  
Lithuania LT 123456789 123456789012 9 or 12 characters  
Luxembourg LU 12345678 8 characters  
Malta MT 12345678 8 characters  
Netherlands NL 123456789B01 or 123456789BO2 12 characters. The 10th character is always B Companies forming a VAT Group have the suffix BO2
Norway   123456789MVA 9 digits and the letters 'MVA' to indicate VAT registration Last (ninth) digit is a MOD11 checksum digit.[20]
Poland PL 1234567890 10 characters  
Portugal PT 123456789 9 characters  
Romania RO 1234567890 10 characters  
Slovakia SK 1234567890 10 characters  
Slovenia SI 12345678 8 characters  
Spain ES X12345678 12345678X X1234567X 9 characters Includes 1 or 2 alphabetical characters (first or last or first and last)  
Sweden SE 123456789012 12 characters  
Switzerland CHE 123.456.789 9 numbers plus MWST/TVA/IVA German part: MWST 
French part: TVA
Italian part: IVA
United Kingdom GB 123456789 9 characters  



10- Means of payment and security



We offer our customers the following means of payment:

- Debit/credit card with SSL (Secure Socket Layer) secure payment
- Bank transfer: only in special cases, especially with professionals.

If you have used a debit/credit card as a means of payment, you will be redirected via a secure connection. 
All orders made on our website are 100% secure. Your bank details are transmitted to the servers of our payment system (Crédit Agricole, PayPlug) in an encrypted manner using the SSL (Secure Socket Layer) protocol with a 2048b key and transferred in a totally secure environment. 
Your bank details are in no way retained, and under no circumstances do we have any knowledge of your banking information.



11- CLICK 'n COLLECT: physical withdrawal of your order in our shop in the Lot, France



This delivery option allows you to physically pick up your parcels only in our shop in the LOT (and nowhere else).
We do not carry out transport for our customers, this is not our job, and we are not covered by any insurance for the transport of goods. If we exceptionally agree to transport your products, it would be under the full responsibility of the buyer, who accepts responsibility for any damage caused by transport.
It may exceptionally be extended to the recovery of parcels during certain events such as for example some dive shows, in this case each request must be approved in advance, as this type of travel requires organisation and the transport of a lot of material, it is not possible to combine it with many bulky/heavy products.



12- Deliveries: shipping, costs, tracking and lead times



The estimated delivery time of the order varies according to the destination, counted in working days (excluding weekends and local or national holidays, or other eventualities).

12-1 Order tracking

As soon as your order has been dispatched, you will receive an e-mail with the tracking number so that you can check the status of your order at any time.
You will also be able to track the dispatch of your order on our online shop by logging into your customer account and viewing the details of your order.

12-2 Delivery addresses

The delivery of your order is made by carrier to the address indicated at the time of purchase. We do not ship to hotels, post office boxes or military bases.
Any request to change the delivery address and/or billing address requires the approval of PROTEUSHOP Customer Service, and may result in the modification of shipping costs.

12-3 Delivery and return costs

Deliveries are invoiced at the carrier's actual cost according to the grids provided by the carriers, or the carriers' online cost calculation services.
Shipping costs for each order are calculated according to the weight and dimensions of the purchase, as well as the delivery address. Shipping costs will be recalculated when you place your order and will appear at all times in your shopping basket, clearly differentiated from the price of the items.
The shipping costs for the return to our warehouse are at the customer's expense. Returns must be sent directly to us, we do not accept returns to relay points, please refer to section 4 for all information on returns.

12-4 You have not received your parcel

If your order has not been delivered to you within the specified time, please contact us using the contact form, specifying your order reference so that we can help you.
Please note that carriers do not have a contractual commitment on delivery times, but do communicate on average delivery times.
Furthermore, since the beginning of 2020, due to the effects of the pandemic, the teams of transporters and customs are undergoing human resources impacts and cannot meet the standard deadlines.

12-5 Estimation of delivery costs

Delivery costs can be estimated by putting your products in your shopping cart and then inserting your address in the purchase process. The different delivery options by carrier will be proposed to you with the delivery costs and estimated delivery time for each one.



13- Changing an order



Once validated, your order cannot be modified, in fact, the delivery charges are validated according to the volume and weight of the order. Any modification, in particular the addition of a product, is therefore impossible.



14- RGPD - Personal data



Regulation 2016/679, the General Data Protection Regulation (GDPR), is a European Union regulation which is the reference text for the protection of personal data. It strengthens and unifies data protection for individuals within the European Union.
You have access to all the personal data concerning you in the "My Personal Data" tab of your account.
For any further request, please contact us via the contact form by selecting the subject RGPD.


You can also consult the privacy policy of the PROTEUSHOP site on the corresponding page : PRIVACY POLICY



15- Warranty



The products purchased on our site are covered by their manufacturer's warranty. Defects or damage due to incorrect connection, incorrect use or handling of the equipment, modification of the equipment, use in conditions that do not comply with the recommendations of the manufacturer, distributor or PROTEUSHOP, or wear and tear caused by abnormal use are not covered by this guarantee.
All products must be returned after validation. In case of doubt, do not hesitate to contact us using the contact form, in any case please follow section 4 relating to product returns.



16- Filling and equipment rental



We offer air, nitrox, oxygen and helium inflating services, as well as equipment for hire: bottles, plates, buoys, ballast weights.
All requests must be made in advance to validate the reservation.
For all rentals, a contract must be signed by the parties and a variable deposit must be deposited by the tenant in accordance with the equipment rented.

We invite you to visit the website of the inflation station: LOT FILLING STATION