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  • Frequently asked question

    Most common questions :

    Questions by theme :

    Product

    • What can you find on the site?

      We have redesigned our website to better suit your needs.

      You will find many tools to help you sell:

      • The strong points and descriptions of the products are indicated to enable you to choose better.
      • The tree structure has been designed to refine your search, whether you are an individual or a professional.
      • Many products have presentation videos, which are available on their corresponding page and also on our Youtube channel.
      • Technical data sheets and instructions are freely available on the corresponding product sheet.
      • We have made logical suggestions of similar articles and complementary products under each product sheet.
      • And much more.

      Feel free to discover more by browsing our website!

       

    • Searching for a product ?

      To search for a product on our site, you have several options:

          Do you know the product reference? Type it into the search bar on our website at the top left of the homepage.
          This is the most precise technique, and you will find the desired article directly.

          Do you only know the name of the product without too many details?
          Type what you know into the search bar on our website at the top left of the homepage.
          Even if the name is not similar, you will either find the desired item or a suitable product list.

          You are not familiar with our range and are looking for a product for a certain need?
          Let us guide you through our category organisation (Large category, category and sub-category) and refine your search with a final choice.

      For example, are you looking for a chair to make it easier for your loved one to wash in the shower?
      Put your cursor on the "Bathroom/toilet" category, then on "Shower", click on "Shower chair".
      Once on the page, refine your search one last time by clicking on one of the many choices of chairs in our range:
      Classic, Wheeled, Strong or Reclining.

       

    • How to find a product without buying it online?

      Identités has a network of more than 2000 distributors throughout France, the DOM/TOM and foreign countries.

      If you are outside mainland France (except Corsica), please send any enquiries relating to buying or selling our products, to our Export manager by email at penny@identites.tm.fr> our export manager
       

    • View our catalogues ?

      At Identités, we have 2 annual catalogues:

      •     A general catalogue of products to improve the well-being, autonomy and mobility of elderly or disabled people, coming out every year in early January.
      •     A catalogue of consumable products for care professionals, published every year since 2018 in September.

      If you are a dealer outside mainland France (except Corsica), please send any catalogue and tarifs requests to our Export manager by email at penny@identites.tm.fr our export manage

    • Watch our product videos ?

      If you are outside mainland France (except Corsica), please send any enquiries relating to our products to our Export manager by email at penny@identites.tm.fr our export manager
       

    • What are DFL products and how do you recognize them ?

      LDF stands for "Supplier Direct Delivery", some of our products are not stored in our warehouse. It is the supplier who takes care of sending you the product directly from his warehouse. The transport time is then independent of us and varies according to the supplier of the product concerned, in general it is between 1 and 3 weeks.

      To find out if a product is in DFL, look for the indication "Available in xxx days" below the price on the product sheet. For example, our ARCTIC lift chair is marked "Available within 40 days", which means it is a DFL product.
       

    Account

    Order and Quotation

    After-Sales Service

    • What are the product guarantees and what do they consist of ?
      Unless otherwise stated on the website, the commercial warranties are as follows:
      • TWELVE-month commercial guarantee:
      • Products covered by the guarantee: products sold new, excluding electrical and motorised products
      • Parts covered by the commercial guarantee: spare parts for the products concerned (not consumables)
      • Guaranteed defects: defect discovered within TWELVE months of receipt of the product
      • Exclusion from the commercial guarantee: the commercial guarantee does not apply to :
      • defects resulting from an act of the Customer or a third party, including improper use
      • of worn parts (wheels, brakes, handle, pads, carbon, plastic components, fuses, etc.)
      • defects resulting from the normal evolution/wear of a spare part (upholstery, imitation leather, foam covering, fabric, zip, button, etc.)
      • defects resulting from modification of the product by the Customer or a third party without the Vendor's authorisation
      • SIX-month commercial guarantee:
      • Products covered by the guarantee: electrical and motor products
      • Parts covered by the commercial guarantee: spare parts for the products concerned (not consumables)
      • Guaranteed defects: defect discovered within SIX months of receipt of the product
      • Exclusion from the commercial guarantee: the commercial guarantee does not apply to :
      • defects resulting from an act of the Customer or a third party, including improper use
      • of worn parts (wheels, brakes, handle, pads, carbon, plastic components, fuses, etc.)
      • defects resulting from the normal evolution/wear of a spare part (motor, charger, battery, cable, fuses, controllers, joystick, etc.)
      • defects resulting from modification of the product by the Customer or a third party without the Vendor's authorisation.
      Second-hand products are not covered by the commercial guarantee.
       
      Any product may be inspected by our technical department or at the request of the manufacturer.
       
      If you have any queries, please contact our complaints department: sav@identites.tm.fr
    • What if my product is not suitable?
      • Products eligible for a trade-in (cumulative conditions):
      • Products purchased new on the Site
      • Products received by the Customer less than THREE months ago
      • Products not unwrapped, in perfect condition
      • Exclusions: Products that cannot be traded in for health, safety and hygiene reasons (underwear, dressings, needles, syringes, etc.) as well as ramps, rehabilitation stairs and massage tables.
      • Trade-in procedure:
      1. The Customer shall send the Vendor a trade-in request by email to sav@identites.tm.fr or by telephone to 02.41.96.18.48, specifying:
        1. The product(s) concerned
        2. The order number of the products concerned
      2. If the request appears to be admissible, the Vendor shall send the Customer a trade-in voucher
      3. The Customer shall return the products to the Vendor together with the trade-in voucher.
      4. Once the products have been checked:
        1. Either the products can be returned: the Vendor will send the Customer a credit note corresponding to the purchase price of the products (excluding VAT) and will either deduct the amount from the next invoice or refund the Customer.
        2. Or the products cannot be returned: the Vendor will inform the Customer by email. The Customer then has a period of one year from the date of the Vendor's email in which to recover the products or have them recovered at their own expense. If the products are not recovered within this period and subject to health, safety and hygiene regulations, the Seller is free to offer the products to a charitable organisation. In this case, no credit note or refund will be sent to the Customer.
    • What if the product arrives broken ?

      In order to guarantee your deliveries, it is necessary to check the contents of your packages in the presence of the driver. In case of doubt, do not hesitate to open the box to check the condition of the product and to make any reservations.

      Otherwise, any complaint cannot be taken into account by our services.

      Reservations must include the notion of product and/or packaging and not packaging, otherwise the claim will be refused.
       

      If you are outside mainland France (except Corsica), please send any claim to our Export manager by email on penny@identites.tm.fr before taking any action

       

    • What to do if the product does not work/no longer works ?

      If you are outside mainland France (except Corsica), please send any claim to our Export manager by email on penny@identites.tm.fr before taking any action

      In your message, please provide the invoice number, the serial number if possible, the product reference, your company name and a description of the problem.

      Identités takes care of labour and spare parts in Metropolitan France, except for wearing parts that are not covered by the warranty.

      Exclusion from the warranty: All wearing parts (non-exhaustive list):

      •     Wheels
      •     Brakes
      •     Batteries
      •     Remote controls
      •     Pads...


      After expertise by the complaints department: If the product can be repaired, proposal for repair with supply of the spare part. 2 solutions to propose to the customer:

      1.     Sending the spare part (repair done by the customer): 72 hours
      2.     Collection of the defective product (repair done by Identités): 15 days


      In case of return for technical expertise, the removal of the product is at the expense of Identités.

      After technical expertise :

          The product does not present any malfunction or the failure does not fall within the scope of the warranty (fall, misuse...) a "diagnosis package" will be invoiced as well as the transport costs. The product will be returned to you as is.

          If the product is defective, Identités will take care of the repair. If the product is not repairable, you will be offered an exchange or a credit note.

      If the product was purchased through our distribution network, the retailer must not exchange the defective product before having an answer from us about the repair.



       

    • What should I do if the product does not/no longer works and is out of warranty ?

      For assistance on this matter, please contact our Export manager by email at penny@identites.tm.fr

      Identités will supply spare parts for the "faulty" product for a period of 2 years.

      If the product is repairable: Identités will provide a quote for spare parts so that you can repair it yourself.

      If the customer cannot repair the product: Identités will take back the product to make a diagnosis and send you an estimate (transport, labour, spare parts...).

      If the returned product is not repairable: Identités may offer the purchase of the same new or equivalent product.

    • What to do in case of an order or delivery error?

      The complaint to Identités must be received within 48 hours (working days) from the date of delivery.

      After this period, the claim cannot be taken into account.

      Any reference errors or missing products must be mentioned on the delivery note.

      Points to check before making a claim :

      •     If you notice a red "product inside" label on a package upon delivery, this means that we have grouped several products in the same package
      •     If your delivery consists of several packages, each box has a note indicating the integrity of your entire order.

      Example: In the case of a delivery of 3 parcels, the 1st parcel will have an indication "1/3", the 2nd parcel will have an indication "2/3" and the 3rd parcel will have an indication "3/3".

      A delivery of a missing parcel can be made the next day.

      Please check that all your parcels are in good condition before making any claim to our team.

      Orders and additions by telephone are not covered.

      In any case, please contact our Export manager by email at penny@identites.tm.fr

    • Can I exchange a faulty product for a new one ?
      Are you a private individual or care professional ?
       
      Within the time limit and commercial conditions and following your complaint to our team, the exchange of a defective product may be granted if our technical expertise rules on the irreparability of the product.
       
      Are you a distributor or retailer of our products ?
       
      Any exchange for a new product must be validated and confirmed in advance by our complaints department following our technical assessment. If you make a commitment to your customer to replace the product as new, we may analyse that the product could be repaired. In this case, any request for a credit note or exchange will be refused.

    Product return conditions

    • Why return a product ?

      Is the product not suitable or does not correspond to the product description ? You can return it to us. To do so, please consult our questions/answers below to find out how to return the product you ordered.

      Only in Mainland France. For customers in the overseas departments and territories or outside Mainland France, please contact our export department at penny@identites.tm.fr.

    • I want to return my product because it does not suit me, what should I do ?

      Contact us either by email at sav@identites.tm.fr or by phone at 02 41 96 18 48 to get our agreement before returning the product.

      To enable us to process your request, it is important that you specify :
      • The product(s) concerned
      • The order number of the product(s) concerned

      Only in Mainland France. For customers in the overseas departments and territories or outside Mainland France, please contact our export department at penny@identites.tm.fr.

    • Until when can I return my product for unsuitability ?

      Any return must be made within a maximum of 3 months from the delivery date with the agreement of our after-sales service.

      Only in Mainland France. For customers in the overseas departments and territories or outside Mainland France, please contact our export department at penny@identites.tm.fr.

    • What are the return conditions at Identités ?

      The conditions of return are as follows :

      • Products purchased new on the Site
      • Products received less than 3 months ago
      • Unopened products in perfect condition
      Exclusions: products that cannot be returned for health, safety or hygiene reasons (underwear, dressings, needles, syringes, etc.), as well as ramps, rehabilitation stairs and massage tables.
       
      If all these conditions are not met, no credit note will be issued and the product(s) will be made available to you for return at your expense. If we do not hear from you within one year, the products will be transferred to an association. In this case, no credit note or refund will be issued.

      Only in Mainland France. For customers in the overseas departments and territories or outside Mainland France, please contact our export department at penny@identites.tm.fr.

    • Is it free to return my product ?

      The management of a product return takes time. That's why you'll have to pay for the return costs and organisation.

      Only in Mainland France. For customers in the overseas departments and territories or outside Mainland France, please contact our export department at penny@identites.tm.fr.

    • Where should I return my product ?

      Once our claim department has agreed to return your product, you can send it directly to our address :

      Identités 49
      ZA Pôle 49
      Boulevard de la Chanterie
      49124 Saint-Barthélemy-d'Anjou
      France

      Only in Mainland France. For customers in the overseas departments and territories or outside Mainland France, please contact our export department at penny@identites.tm.fr.

    • What happens when I return my product ?

      If you are one of our distributors, we will issue you a credit note which will be deducted from your next orders.

      If you are a private individual, we will refund the product.

      Only in Mainland France. For customers in the overseas departments and territories or outside Mainland France, please contact our export department at penny@identites.tm.fr.

    Delivery

    • I am a private customer, what are my shipping costs?

      Please send any request to our Export manager by email at penny@identites.tm.fr our export manager
       

    • I am a distributor customer, what are my shipping costs?

      Please send any request to our Export manager by email at penny@identites.tm.fr our export manager

    • What are the delivery times at Identités?

      Please send any request to our Export manager by email at penny@identites.tm.fr our export manager

    • What are the delivery times if the product is out of stock?

      Delivery times vary depending on the product in short supply, the situation and the supplier. Our purchasing department does its best all year round to avoid these inconveniences by planning ahead as much as possible.

      On our website, you can consult the delivery dates, which are updated every morning.

    • How to receive a parcel properly? Why should I note any reservations?

      The reservations serve as a certificate to the deliverer and carrier that the package arrived in good or bad condition.

      There are several scenarios available to you:

      •     If the package is suitable for you, you do not have to make any reservations.
      •     If the package is not suitable for you (due to bad transport or other reasons), but you did not make any reservations with the deliveryman when receiving the package, we will not be able to compensate you because we need these reservations to support the reimbursement with the carrier and thus pass them on to you by a credit note or an exchange for example.
      •     If the parcel is not to your liking but you have made the necessary reservations indicating the condition of the external and especially the internal parcel, the carrier will proceed with the compensation which we will be able to pass on to you.


      So, for any receipt of goods, whether small or large, the best thing to do is to take the time to inspect the parcel(s) delivered to you.
      We know that most of the time the deliverymen are in a hurry, but they will not leave without your signature. It is therefore essential that you take the time to write down on the delivery note or the electronic tablet the condition of the box, the condition of the product(s) inside, indicating the references concerned and their quantities.
      If you only take the time to observe the external condition of the box without unpacking it in front of the delivery person, your reservations will not be accepted.

    Identités

    • About us

      Identités is a French company located in St-Barthélémy-d 'Anjou, near Angers in the Maine-et-Loire. For more than 15 years, we have been providing solutions to improve the comfort and autonomy of elderly and disabled people on a daily basis.

           A few figures?

      1.     With a market that has evolved through the channels, we are proud to work with more than 2,000 distributors, independent and franchised, physical and e-commerce, throughout metropolitan France, French overseas departments and territories and European countries.
      2.     Some forty employees and a team of seven sector sales representatives work together on a daily basis to help shape this customer relationship.
      3.     In 2020, with the help and trust of more than 180 suppliers, we can offer our customers an assortment of more than 3,000 products in our 2 annual paper catalogues, which is a lot of references!
      4.     In perpetual development, our 6000m² warehouse near Angers allows us to stock approximately 85% of our range and to quickly dispatch nearly 300 orders every day!
      5.     Talkative and close to our customers, we receive more than 300 calls daily to our customer service department.


       

    • Contact us

      By email :

      By fax : 02 41 34 11 57


      By telephone : +33 2 41 96 18 48
      Customer service hours :

      From Monday to Friday : 9h-12h30 / 13h30-18h


      By post :
      Identités
      Boulevard de la Chanterie – ZA Pôle 49
      49124 Saint Barthélémy d’Anjou

      FRANCE

    Miscellaneous

    • Find a dealer near you?

      Identités has a network of more than 2000 distributors throughout France, DOM/TOM and foreign countries.

      Please email our Export manager at penny@identites.tm.fr> our export manager  , we will redirect you to one of our dealers who can best meet your needs.
       

    • Identités partner of the Soprano foundation

      Since 2018, Identities has been a partner of the Soprano Foundation.

      What does this foundation do?
      It was after travelling to the Comoros, an archipelago located on the east coast of Africa, that the famous singer Saïd M'Roumbaba, better known under the pseudonym Soprano, and his friends Djamal Ahamada and Léad Iboura drew up an alarming report on the situation: insecurity and poverty are worrying.
      Saïd, touched and involved, told us, before his concert at the Zenith in Nantes last November, "that the Comorians are always smiling and will never ask for our help, but I assure you that they clearly lack everything.

      All aid, especially medical and financial, is important.
      It will be used to improve their health conditions, their education system and to build infrastructure.

      The foundation collects all donations of medical and health care equipment. The foundation collects all donations of medical and health care equipment and charters them in containers to be sent safely to the Comoros, specifically to the sick, elderly and disabled people who are in dire need of them.

      If you want to help us support the Soprano Foundation and participate in any way you can, please contact Aurélie at the following address: a.racaud@identites.tm.fr
       

    • Which brands are present at Identités?
      Identities is the exclusive distributor of Dycem, Seahorse, AKW Medicare, Wellys, Gripo, Rehasense, Forta...
       
      You will also find the brands Beurer, Terraillon, Thomson, etc.

    Delivery

    For more information, please contact our Export Manager at penny@identites.tm.fr

    Products

    More than 3000
    references on
    our website

    After-sales

    For after-sales and warranty questions, please contact our Export Manager penny@identites.tm.fr

    Network and market

    More than 2000 distributors in continental France, french overseas departments and territories and European countries.

    Customer service

    Our offices are opened to answer your emails and your calls from Monday to Friday, from 8.30 am to 12.30 and from 1.30pm to 6 pm.
    Identités

    For more than 15 years, Identités has been offering solutions to improve the comfort and independence of the elderly and disabled.

    • ZA Pôle 49
      Boulevard de la Chanterie
      49124 Saint-Barthélemy-d'Anjou
      FRANCE
    • (33) 2 41 96 18 48
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