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Conforama After Sales Service Procedure

IHTM SA INTERNATIONAL /21

IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL

Department:

Number of pages: 21

Issued by:

IHTM Corporate Approved by:

IHTM SOURCING OFFICES IHTM INTERNATIONAL SA CONFORAMA’S SUBSIDIARIES

Implemented:

July 2007 Updated: Avril 2009

Subject:

GENERAL AFTER SALE SERVICE PROCEDURE ( linked with CONFORAMA SUPPLY AGREEMENT, art 5 and 10)

TO: SUPPLIERS CONFORAMA‘S SUBSIDIARIES




CONTENT

After Sales Service: Furnishing and Decorative Item s � Introduction � Guarantee Conditions and Duration � After Sales Service Requirements � Types of after sales service solutions � After Sales service parcels identification � After Sales service deliveries date commitment � After sales service point of contact � Implementation of after sales service process � After sales service follow-up � After sales service due to store or customer damage

After Sales Service: Upholstery Local Sourcing

� Introduction � Guarantee Conditions and Duration � Types of after sales service solutions � After Sales service deliveries date commitment � After sales service point of contact � Implementation of after sales service process � After sales service follow-up � After sales service due to store or customer damage

After Sales Service: Upholstery Import Sourcing � Introduction � Guarantee Conditions and Duration � Types of after sales service solutions � After Sales service deliveries date commitment � After sales service point of contact � Implementation of after sales service process � After sales service follow-up � After sales service due to store or customer damage




After Sales Services

FURNISHINGS & DECORATIVE ITEMS




PREAMBLE The listed products at Conforama fall into two categories:

1. Products that are eligible for After Sales Service 2. Products that are not eligible for After Sales Service, which Conforama calls non-repairable products

without a credit note – NRSA (in French: Non Remboursable et Sans Avoir). Logistic flows and purchase value of the product are the two indicators chosen by Conforama to determine the category the products fall into with regard to After Sales Service.

1. Generally speaking, all Furniture (G1) and Decorative items (G3) products delivered directly to the store are eligible for After Sales Services solutions.

2. All Furniture (G1) and Decorative items (G3) products delivered through a warehouse with a purchase price of less than thirty dollars FOB or EXW (from the factory) are considered as NRSA.

However, the following cases are treated in a specific way:

- Lighting products delivered through warehouse with a purchase price of more than thirty dollars FOB are not eligible for the After Sales Service solution and will be considered as NRSA

- When the Conforama product managers or category directors decide, depending on the case, that the product is not eligible for After Sales Service, even if the purchase value of the product exceeds thirty dollars EXW. The supplier is then notified of this when the IHTM purchaser sends his requirements, through the Commercial Quality issued by the Conforama subsidiary.

For information purposes, if the NRSA products rate exceeds 5% in volume (sales unit), this signifies a non-quality product problem. In this case, the Conforama subsidiary applies the internal claim procedure, enabling it to note and refer a non-quality problem to the purchasing offices. Definition : After Sales Service is the Conforama solution for end customers concerning any issues that have arisen during the Conforama product guarantee period. However, After Sales Service does not provide a solution to frequent and recurring damages and faults affecting the same product. In this case, it is an overall quality problem that is detected and formalised by Conforama subsidiaries through a claim (claim procedure effective in each subsidiary). The IHTM sourcing office is responsible for resolving quality problems with the supplier. Objectives : - The purpose of these specifications is to implement Conforama After Sales Service procedures to: - meet the needs and expectations of Conforama customers

- formalise the obligations of each of the parties – Conforama and the suppliers - improve the quality of the Conforama service

Scope: these specifications must be applicable for Conforama France. The expectations and needs of Conforama with regard to the After Sales Service, set out in these specifications, are also a pre-requisite to the relationship between Conforama and its suppliers, through the signing of the Supplier Agreement.



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL 1- GUARANTEE CONDITIONS AND DURATION 1-1 DURATION OF GUARANTEE This guarantee does not replace or annul the existing legal guarantee, as a guarantee concerning obvious and/or hidden defects in furniture. Products are guaranteed for two years by the suppli er from the consumers purchase date (original customer invoice) and for normal use. Concerning products that are at the end of their commercial life, the guarantee lead-time is two years dated from the last out-of-range date (sales division decision) as part of normal product use. However a product sold in Conforama stores during a six-month period after the out-of-range date is still guaranteed for one years . As soon as a product becomes out-of-range, the out-of-range status has to be communicated by filling Mercure system. NB: Conforama is responsible for extended guarantees (+ three years). 1-2 GUARANTEE CONDITIONS 1-2-1 Guarantee coverage The supplier guarantee covers quality and user safety, product solidity and durability. The guarantee is limited to spare parts delivery, damaged product replacement and/or manpower costs due to outsourced repair and supplier call-out assistance if applicable. Carriage is paid by supplier on parcels containing spare parts or hardware dispatched to the warehouse or Conforama stores. 1-2-2 Out of guarantee The following cases are considered out of guarantee:

1. Defects or damages caused by use other than the normal product use (e.g. business use), improper use or obvious non-compliance with the assembly or user instructions.

2. Defects or damages that occurred during delivery, storage, installation or product assembly by Conforma fitter or customer.

3. Damages due to parasites from the Conforama’s premises, those of its representatives or the customer’s home.

4. Bulbs from electrical equipment.

5. Damages due to unsuitable storage conditions such as: outside the warehouse, high humidity, damaged pallet (tacks).




2- AFTER SALES SERVICE REQUIREMENTS 2-1- TYPES OF AFTER SALES SERVICE SOLUTIONS:

Spare parts and hardware deliveries are requested in any cases where customers can repair the product by themselves and changing a part is a possible solution. The delivery of spare parts and hardware is only fe asible in the following cases:

o For direct store deliveries: when the stores are eq uipped with an After Sales Service capable of managing After Sales Service orders and flows.

o For warehouse deliveries when the warehouse is equi pped with a structure/person dedicated to managing the After Sales Service. A buffer stock ca n then be stored in the warehouse in order to supply the stores.

Otherwise stipulated in Appendix 2 of Supplier Agreement, supplier will deliver, on request, free of charge hardware and spare parts parcels related to the product. The supplier will supply hardware and spare parts corresponding to Conforama requirements, which will be notified of through an After Sales Services order (see point 4: implementation of the After Sales Service process). If supplier or sourcing office estimates that number of After Sales Service orders significantly is too important, this signifies a non-quality problem, which will be subject to specific processing by Conforama subsidiary using the claim procedure (see point 1 – After Sales Service Definition).

For far imports , suppliers will deliver After Sales Service parcels at the same time as the sales goods orders. Supplier will send After Sales Services parcels with the first sales goods order following a first order of hardware and spare parts received from After Sales Services Import team. This first order from After Sales Services Import team will be based on:

o Components of products listed in the assembly instructions and technical sheet o Experience of hardware and spare parts used by stores.

Then, After Sales Services Import team is responsible for placing the following After Sales Services orders, according to needs required by stores and stock management. These orders will take into account the delivery times for sales goods orders. If supplier delivers several different products through different shipments, supplier will deliver After Sales Services related to a concerned product only at the same time as delivery of this product in order to produce spare parts and hardware at the same time as the concerned product. Exclusively for France where several warehouses are implemented: For warehouse deliveries, After Sales Services spare parts and hardware are stocked and centralized in a single warehouse which is currently Satolas warehouse . However, in the case where supplier delivers another French warehouse, Conforama France is responsible for After Sales Services parcels transport from delivering warehouse to Satolas warehouse except in some cases when supplier can deliver by itself Satolas.




2-2- AFTER SALES SERVICE PARCELS IDENTIFICATION After Sales Service parts are managed by parcel: the supplier forms the parcel from the same spare parts. For direct stores suppliers, after sales services parcels are established and delivered per orders Parcels delivered by suppliers will be identified by a yellow sticker written in black with the following information: Example of label for product delivered direct to store Example of label for product delivered through warehouse

2-3- AFTER SALES SERVICE DELIVERIES DATE COMMITMENT 1. For suppliers delivering directly to the store and based in the subsidiary country, the After Sales Service

delivery times are: o Hardware: 5 calendar days (Express delivery) o Spare parts: 15 calendar days o Replacement parcels: 15 calendar days

2. In case of absence of delivery in the period of time above + 7 calendars days, the store solves the SAV problem directly. The acceptable solution is to take a spare or a new parcel in his stock or propose a refunding The supplier is responsible to compensate the store with a complete product, a parcel or a financial assets

3. For suppliers delivering directly to the stores and not based in the subsidiary country, the After Sales Service

parcels will be delivered at the same time as the sales goods orders.

4. For suppliers delivering through warehouse , the After Sales Service parcels will be delivered at the same time as the sales goods orders. After Sales Services team in warehouse manages its stock in such a way as to anticipate and avoid any shortages in hardware and spare parts. Suppliers undertake to give an answer to the After Sales Services Import team concerning the delivery lead-time.

SUPPLIER NAME Number of parcels: Y Parcel number: X/Y PRODUCT CODE DESIGNATION STORE ADRESS CLIENT NAME

PRODUCT NAME PRODUCT CODE PRODUCT BARCODE ORDER NUMBER DESIGNATION




3- AFTER SALES SERVICE POINTS OF CONTACT The supplier will send the Conforama subsidiaries the name of the After Sales Service contact in its organisation. ►Subsidiary points of contact will be used by the supplier in any case of problem.

o CONFO FRANCE National Direction of the G1 and G3 After Sales Service 80 Bd du Mandinet 77200 LOGNES FRANCE For warehouse SAV flows (Confodis): 23 rue du BRISSON 38290 SATOLAS & BONCE In this case, the After Sales Service team in warehouse is the single point of contact responsible for managing the After Sales Service solution with the supplier. For direct store flows: Each store is in charge of contacting the supplier for an After Sales Service problem and finding the most appropriate solution directly with the supplier.

4- IMPLEMENTATION OF AFTER SALES SERVICE PROCESS 4-1- PLACING AFTER SALES SERVICE ORDERS

o Conforama France

Concerning direct stores , all After Sales Service orders have to be placed through the MERCURE* After Sales Service MEUBLE system. Conforama store sends After Sales Service orders to the suppliers by following the MERCURE After Sales Service system instructions. * MERCURE system is the orders system used by Conforama subsidiaries (except some Conforama italian stores). For CONFODIS suppliers , the stores send the After Sales Service orders to the After Sales Service Import team in using the MERCURE After Sales Service system. Then, the After Sales Service Import team is in charge of processing the orders:

1- Checking that these orders involve products that are dealed with by After Sales Service suppliers (not NRSA products)

2- Checking that the reoccurrence of orders does not signify a non-quality product problem

3- Activating the After Sales Service orders according to the following procedure: � Sending the orders to the After Sales Service contact at the sourcing office, who will

send them to the suppliers (valid for the Ho Chi Minh and Shenzhen IHTM offices) � Sending the orders directly to the suppliers (valid for Paris, Warsaw, Milan offices).

Suppliers will send an orders report to Milan, Warsaw and Paris IHTM sourcing offices on a quarterly basis.

An order template is amended in Annex 1



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL 4-2- PRODUCTS, SPARE PARTS, HARDWARE IDENTIFICATION IN THE ORDER The Conforama Technical Sheet (Conforama procedure) completed by suppliers (mandatory legal document in France) includes a list of product components and parts with their detailed references. TheTechnical Sheet or an assembling instruction (A/I) must be sent to Conforama After Sales Services point of contact who is responsible for make Technical Sheets available for Conforma stores and warehouse. Indeed, stores and warehouse must carefully record the part or component references on the order by using Technical Sheets or A/I as a database with al l the information and references concerning product s. This process is designed to avoid reference mistake s in order placing and to result in faster delivery times. Moreover, component and part references can be sent through suppliers’ websites dedicated to suppliers’ customers if suppliers have this or can quickly develop it. This solution is negotiated by the IHTM sourcing office during the supplier negotiation. 4-3- ACTION IN THE EVENT OF AFTER SALES SERVICES DE LIVERY PROBLEMS Unless agreed otherwise, in the event of a delivery problem (damage, shortages, losses, etc), Conforama must, on receipt of the products, make a claim against the carrier pursuant to the provisions of Articles L.133-3ff (former Art. 105) of the French commercial code, within a period of 72 hours, excluding holidays, after the delivery date. In the event of an order or delivery error, the refused products and to be returned must be repacked back in using the original packaging.

5- AFTER SALES SERVICE FOLLOW-UP

Subsidiaries will have to provide IHTM Corporate Quality direction and sourcing offices with a global report quarterly a year, including the following indicators: • After Sales Service rate per product • Date of After Sales Service order reception • Date of After Sales Service shipment This internal reporting is the basis for discussions and plans of actions between the subsidiary and the supplier. This follow-up is mainly requested for suppliers delivering to warehouse: the after sales services organization is centralized. Moreover, suppliers have to provide sourcing offices with a quarterly hardware and spare parts report including the here above indicators. An After Sales Service status update could be organized between the subsidiary and the sourcing office at least once a year. 6- AFTER SALES SERVICE DUE TO STORE OR CUSTOMER DAMAGE

An After Sales Service request from the store or customer, which occurs outside the period and conditions of the guarantee, can be billed by the supplier based on a quotation that the supplier will send to the After Sales Service store manager or to the After Sales Service subsidiary point of contact.

Spare parts for maintenance of display models are not part of After Sales Services.





UPHOLSTERY

LOCAL SOURCING*

* Applicable for any suppliers which can deliver direct to stores (supplier can be located in the country where Conforama subsidiary is implemented or not)

PREAMBLE



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL Definition : After Sales Service is the Conforama solution for end customers concerning any issues that have arisen during the Conforama product guarantee period. However, After Sales Service does not provide a solution to frequent and recurring damages and faults affecting the same product. In this case, it is an overall quality problem that is detected and formalised by Conforama subsidiaries through a claim (claim procedure effective in each subsidiary). The IHTM sourcing office is responsible for resolving quality problems with the supplier. Objectives : - The purpose of these specifications is to implement Conforama After Sales Service procedures to: - meet the needs and expectations of Conforama customers


Scope: these specifications must be applied by all Conforama France. However, suppliers must adapt to the organisation of each subsidiary, for the provision of the After Sales Service. The expectations and needs of Conforama with regard to the After Sales Service, set out in these specifications, are also a pre-requisite to the relationship between Conforama and its suppliers, through the signing of the Supplier Agreement. 1. GUARANTEE CONDITIONS AND DURATION 1-1- DURATION OF GUARANTEE This guarantee does not replace or cancel the existing legal guarantee applicable in each country, as a guarantee concerning obvious and/or hidden defects in furniture. Products are guaranteed for two years by the suppli er from the purchase date of client (original custo mer invoice) and for normal use. Concerning products that are at the end of their commercial life, the guarantee lead-time is two years dated from the last out-of-range date (commercial division decision) as part of normal product use. However a product sold in Conforama stores during a six-month period after the out-of-range date is still guaranteed for two years. As soon as a product becomes out-of-range, the out-of-range status has to be communicated by filling Mercure system. NB: Conforama is responsible for extended guarantees (+ three years). 1- 2- GUARANTEE CONDITIONS 1-2-1 Guarantee coverage The supplier guarantee covers quality and user safety, product solidity and durability. The guarantee is limited to spare parts delivery, damaged product replacement and/or manpower costs due to outsourced repair and supplier call-out assistance if applicable. Carriage is paid by supplier on parcels containing spare parts or hardware dispatched to the warehouse or Conforama stores. 1-2-2 Out of guarantee



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL The following defects or damages are not guaranteed by the supplier: - Defects or damages due to a different use than the normal product use (e.g. business use), due to improper use or non-compliance with the assembly or user instructions are not guaranteed by the supplier.

- Defects or damages that occurred during delivery, storage or product assembly by the fitter, distributor or customer.

- Damages due to parasites from Conforama premises or the customer’s home.

1-2-3 Guarantee for leather / material cover

The guarantee is applicable to hidden and production defects.

This guarantee is subject to supplier assessment. In the event of a dispute between the parties, only laboratories accreditated by Conforama are authorised to provide a technical assessment. 1-2-4 Foam rubber guarantee The tolerance for foam rubber settling is set at a 15% maximum from the initial height (see Minima Quality Conforama FPA12 mattress). This guarantee is subject to supplier assessment. 1-2-5 Sale products guarantee The conditions set out in paragraph 1-1 are applicable to products sold in their original packaging. 1-2-6 Displayed products guarantee The guarantee conditions cover hidden defects.

2- AFTER SALES SERVICE REQUIREMENTS

2-1- TYPES OF AFTER SALES SERVICE SOLUTIONS

In case where supplier is a local supplier, supplier is responsible for repairing products. The store’s After Sales Service request is sent to the supplier, which chooses the option of factory repair or use of a subcontractor: either supplier is able to repair products itself or supplier requests provider assistance to make reparations. 2-1-1 Supplier repair

If this solution is chosen by the supplier:

o The Conforama store arranges a date with the customer for returning the product and makes the damaged product available to the supplier with 48 hours notice after it agrees that the product can be returned

o The Conforama store is responsible for arranging the return of the product and for delivering the new product to the customer’s home



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N ALIf damage occurred cannot be solved by technical assistance, supplier returns the product. This solution is only possible with suppliers often delivering Conforama.

Supplier has two possibilities:

o Product replacement

1. The store issues a supplier return note and provides the carrier with the parcel on the date arranged between the store and the supplier (or carrier).

2. The product is supplied to the carrier with protective packaging under cardboard or a protective cover with its inspection note.

3. Under a product exchange, if the parts/product are not taken back by the supplier within a period of 30 calendar days after a return note is issued , they will be destroyed and these After Sales Services will be subject to a credit note.

4. In the event that the Conforama store does not provide the parcels/product after the 30 calendar day period , the supplier can request payment for the After Sales Service products supplied (the invoice sent is due).

o Product credit without a discount

2-1-2 Outsourcing company assistance

This solution is requested in any cases where suppliers cannot repair the product by themselves. Supplier decides to outsource reparations to a provider designated by the supplier and approved by Conforama

If the outsourcing company’s assistance is requested:

o The store sends the supplier an After Sales Services order

o The Conforama supplier uses an outsourcing company either for assessment or repair. The outsourcing company goes to the customer’s home to perform the services

o Supplier informs Conforama store that reparation will be managed by an outsourcing company’s assistance.

o The outsourcing company must arrange a date with the customer a maximum of three days after the store receives the order

o The Conforama supplier is responsible for the time period and quality of services performed by the outsourcing company

o The Conforama supplier must send the store a document stating that the service has been completed

The supplier is responsible for the services performed by the authorised subcontractor. A contract linking the supplier and the subcontractor will be drawn up by the two parties, with the billing of subcontractor services falling to the supplier.

2-1-3 Hardware deliveries

This service mainly involves sleeping couch. Indeed, hardware orders are requested in any cases where customers can repair the product by themselves and when a solution is possible by changing / replacing a part (detachable component, cushion, etc). The supplier undertakes to supply the parts corresponding to the Conforama requirement, which it has been notified of through an order (see point 4: implementation of the After Sales Service process). Spare parts are delivered directly to the store. If supplier or sourcing office estimates that number of After Sales Service orders significantly is too important, this signifies a non-quality problem, which will be subject to specific processing by the sourcing office using the claim procedure (see point 1 – After Sales Service Definition).




2-2- AFTER SALES SERVICE DELIVERIES DATE COMMITMENT

The After Sales Service delivery periods are:

o Hardware and spare parts must be delivered to the store within 21 days

o The outsourcing company must perform the service within 28 days

o Product replacement by the supplier must be performed within 21 days

3- AFTER SALES SERVICE POINTS OF CONTACT The supplier will send the Conforama subsidiaries the name of the After Sales Service contact in its organisation. Subsidiary points of contact will be used by the supplier in any case of problem.

o FRANCE

National Direction of the G1 and G3 After Sales Service Georges Carmona [email protected] For warehouse flows (Cogedem): The point of contact for suppliers and stores is David Billandon [email protected] In this case, the After Sales Service warehouse team is the single point of contact responsible for managing the After Sales Service solution with the supplier For direct store flows: Each store is in charge of contacting the supplier for an After Sales Service problem and finding the most appropriate solution directly with the supplier

4- IMPLEMENTATION OF AFTER SALES SERVICE PROCESS 4-1- PLACING AFTER SALES SERVICE HARDWARE ORDERS

o Conforama France

For local suppliers which deliver directly stores, all After Sales Services orders have to be placed through the MERCURE After Sales Services MEUBLE system. Conforama store sends After Sales Service orders to the suppliers by following the MERCURE After Sales Service system instructions. Following the After Sales Services request, supplier applies the process described point 2.

* MERCURE system is the orders system used by Conforama subsidiaries (except some Conforama italian stores).

4-2- PRODUCTS, SPARE PARTS, HARDWARE IDENTIFICATION IN THE ORDER



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N ALThe Conforama Technical Sheet (Conforama procedure) completed by suppliers includes a list of product components and parts with their detailed references. This Technical Sheet must be sent to Conforama After Sales Services point of contact (see here above contacts names) who is responsible for make Technical Sheets available for Conforma stores and warehouse. Indeed, stores and warehouse must carefully record the part or component references on the order by using Technical Sheets as a database with all the i nformation and references concerning products. This process is designed to avoid reference mistake s in order placing and to result in faster delivery times. Moreover, component and part references can be sent through suppliers’ websites dedicated to suppliers’ customers if suppliers have this or can quickly develop it. This solution is negotiated by the IHTM sourcing office during the global supplier negotiation. 4-3- ACTION IN THE EVENT OF AFTER SALES SERVICES DE LIVERY PROBLEMS Unless agreed otherwise, in the event of a delivery problem (damage, shortages, losses, etc), Conforama must, on receipt of the products, make a claim against the carrier pursuant to the provisions of Articles L.133-3ff (former Art. 105) of the French commercial code, within a period of 72 hours, excluding holidays, after the delivery date. In the event of an order or delivery error, the refused products and to be returned must be repacked back in using their original packaging.

5- AFTER SALES SERVICE FOLLOW-UP Subsidiaries will have to provide IHTM Corporate Quality direction and sourcing offices with a global report quarterly a year, including the following indicators: • After Sales Service rate per product • Date of After Sales Service order reception • Reparation lead-time (number of days) • Weight of outsourced reparation vs supplier reparation This internal reporting is the basis for discussions and plans of actions between the subsidiary and the supplier. An After Sales Service status update could be organized between the subsidiary and the sourcing office at least once a year.

6- AFTER SALES SERVICE DUE TO STORE OR CUSTOMER DAMAGE An After Sales Service request from the store or customer, which occurs outside the period and conditions of the guarantee, can be billed by the supplier based on an estimate that the supplier will send to the After Sales Service store manager or to the After Sales Service subsidiary point of contact.

Spare parts for maintenance of display models are not part of After Sales Services.





UPHOLSTERY

IMPORT SOURCING*

* European and Far East import through central warehouse




PREAMBLE Definition : After Sales Service is the Conforama solution for end customers concerning any issues that have arisen during the Conforama product guarantee period. However, After Sales Service does not provide a solution to frequent and recurring damages and faults affecting the same product. In this case, it is an overall quality problem that is detected and formalised by Conforama subsidiaries through a claim (claim procedure effective in each subsidiary). The IHTM sourcing office is responsible for resolving quality problems with the supplier. Objectives : - The purpose of these specifications is to implement Conforama After Sales Service procedures to: - meet the needs and expectations of Conforama customers


Scope: these specifications must be applied by all Conforama France. However, suppliers must adapt to the organisation of each subsidiary, for the provision of the After Sales Service. The expectations and needs of Conforama with regard to the After Sales Service, set out in these specifications, are also a pre-requisite to the relationship between Conforama and its suppliers, through the signing of the Supplier Agreement.

1. GUARANTEE CONDITIONS AND DURATION 1-1- DURATION OF GUARANTEE This guarantee does not replace or cancel the existing legal guarantee applicable in each country, as a guarantee concerning obvious and/or hidden defects in furniture. Products are guaranteed for two years by the suppli er from the purchase date (original customer invoic e) and for normal use. Concerning products that are at the end of their commercial life, the guarantee lead-time is two years dated from the last out-of-range date (commercial division decision) as part of normal product use. However a product sold in Conforama stores during a six-month period after the out-of-range date is still guaranteed for two years. When a product is listed, information concerning the expiry date of the supplier guarantee is given. NB: Conforama is responsible for extended guarantees (+ three years). 1- 2- GUARANTEE CONDITIONS 1-2-1 Guarantee coverage The supplier guarantee covers quality and user safety, product solidity and durability. The guarantee is limited to spare parts delivery, damaged product replacement and/or manpower costs due to outsourced repair and supplier call-out assistance if applicable. Carriage is paid on parcels containing spare parts or hardware dispatched to the warehouses or Conforama stores. All types of damage compensation are excluded from the After Sales Service guarantee.



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL 1-2-2 Out of guarantee The following defects or damages are not guaranteed by the supplier: - Defects or damages due to a different use than the normal product use (e.g. business use), due to improper use or non-compliance with the assembly or user instructions are not guaranteed by the supplier.

- Defects or damages that occurred during delivery or product assembly by the fitter, distributor or customer.

- Damages due to parasites from Conforama premises or the customer’s home.

1-2-3 Guarantee for leather / material cover

The guarantee is applicable to hidden and production defects.

This guarantee is subject to supplier assessment. In the event of a dispute between the parties, only laboratories accredidated by Conforama are authorised to provide a technical assessment. 1-2-4 Foam rubber guarantee The tolerance for foam rubber settling is set at a 15% maximum from the initial height (see Minima Quality Conforama FPA12 mattress). This guarantee is subject to supplier assessment. 1-2-5 Sale products guarantee The conditions set out in paragraph 1-1 are applicable to products sold in their original packaging. 1-2-6 Displayed products guarantee The guarantee conditions cover hidden defects.

2. AFTER SALES SERVICE REQUIREMENTS

2-1- TYPES OF AFTER SALES SERVICE SOLUTIONS:

2-1-1 Outsourcing reparation company assistance

In case where supplier delivers products through warehouse and where customers cannot repair the product by themselves, this solution is requested.

The following process will be applicable: • Office sourcing negotiates with seats suppliers:

o A percentage equivalent up to 2,5% of purchasing turnover (FOB / EXW) which will correspond to

the technical assistance required by reparation companies. Sourcing office will decide on the percentage following the supplier level of qualification. No added invoice will be sent to supplier to charge reparation services.

o Spare parts and/or hardware for the product which will be delivered following the conditions described hereunder (*).



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL • The outsourced company is responsible for the services performance requested by Conforama subsidiary.

A contract linking Conforama subsidiary and the subcontractor will be drawn up by the two parties, with the billing of subcontractor services falling to Conforama subsidiary, Outsourced companies have a success commitment of 95%. In the case of the remaining 5%: o If the supplier is located in Europe, supplier return is requested. Supplier has two possibilities: product

replacement or product credit without a discount. o If the supplier is located in Asia, Conforama subsidiary is in charge of finding the best solutions for

consumers. In France, Conforama will work with the ART and Confort Service companies. ART will be the subcontractor for leather products and Confort Service for other seats products. If supplier is used working with another company, it will inform sourcing office which will inform Conforama France After Sales Services point of contact. Subsidiary will take the decision to subcontract with another company if relevant.

Sourcing office could propose other outsourcing reparation companies if relevant to the subsidiary (see §3 - After Sales Services point of contact). Any change has to be approved by the subsidiary.

(*) Spare parts / hardware delivery process: - Suppliers delivering to warehouses or direct stores suppliers deliver spare parts to subsidiary warehouse (in France, spare parts to centralize in Satolas warehouse where After Sales Services Import team is located). - After Sales Services team is in charge to manage relations and needs with Conforama stores and the reparation companies (following the flowchart in Annex). - The quantity of spare parts will be based according to an evaluation of the risk of claims. This will based on mutual experience of the suppliers and subsidiary.

The detailed working process is detailed in Annex 1

2-1-2 Hardware deliveries

In any cases where a solution is possible by changing / replacing a part (leg, mechanism, detachable component, cushion, etc) and in any cases where customers can repair the product by themselves, Conforama store gives the relevant spare parts to the customers. In France, Conforama stores order spare parts to the After Sales Services Import team based currently in Satolas.

Important:

Supplier undertakes to supply a mix of requested hardware (following hardware list included in the Conforama Technical Sheet) with the first shipment. Then, Conforama subsidiary (After Sales Services import team) is responsible for placing the following After Sales Services orders, according to need and stock management. These orders will take into account the delivery times for sales goods orders. If supplier or sourcing office estimates that number of After Sales Service orders significantly is too important, this signifies a non-quality problem, which will be subject to specific processing by the sourcing office using the claim procedure (see §1 – After Sales Service Definition).

3. AFTER SALES SERVICE POINTS OF CONTACT The supplier will send the Conforama subsidiaries the name of the After Sales Service contact in its organisation. Subsidiary points of contact will be used by the supplier in any case of problem.

o FRANCE National Direction of the G1 and G3 After Sales Service Georges Carmona [email protected]



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL For warehouse flows (Confodis): The point of contact for suppliers and stores is David Billandon [email protected] In this case, the After Sales Service team in warehouse is the single point of contact responsible for managing the After Sales Service solution with the supplier For direct store flows: Each store is in charge of contacting the supplier for an After Sales Service problem and finding the most appropriate solution directly with the supplier

4. IMPLEMENTATION OF AFTER SALES SERVICE PROCESS 4-1- PLACING AFTER SALES SERVICE HARDWARE ORDERS

o Conforama France Concerning direct stores, all After Sales Service orders have to be placed through the MERCURE* After Sales Service MEUBLE system. Conforama store sends After Sales Service orders to the suppliers by following the MERCURE After Sales Service system instructions. * MERCURE system is the orders system used by Conforama subsidiaries (except some Conforama Italian stores). For CONFODIS suppliers, the stores send the After Sales Service orders to the After Sales Service Import team, using the MERCURE After Sales Service tool. The After Sales Service Import team is then in charge of processing the orders:

1- Checking that these orders involve products that are dealt with by After Sales Service suppliers (not NRSA products)

2- Checking that the reoccurrence of orders does not signify a non-quality product problem

3- Activating the After Sales Service orders according to the following procedure: � Sending the orders to the After Sales Service contact at the sourcing office, who will

send them to the suppliers (valid for the Ho Chi Minh and Shenzhen IHTM offices) � Sending the orders directly to the suppliers. Suppliers will send an orders report to Milan,

Warsaw and Paris IHTM sourcing offices on a quaterly basis. 4-2- PRODUCTS, SPARE PARTS, HRADWARE IDENTIFICATION IN THE ORDER The Conforama Technical Sheet (Conforama procedure) completed by suppliers includes a list of product components and parts with their detailed references. This Technical Sheet must be sent to Conforama After Sales Services point of contact (see here above contacts names) who is responsible for make Technical Sheets available for Conforma stores and warehouse. Indeed, stores and warehouse must carefully record the part or component references on the order by using Technical Sheets as a database with all the information and references concerning products. This process is designed to avoid reference mistake s in order placing and to result in faster delivery times. Moreover, component and part references can be sent through suppliers’ websites dedicated to suppliers’ customers if suppliers have this or can quickly develop it. This solution is negotiated by the IHTM sourcing office during the global supplier negotiation.



IH TM S A IN TER N A TIO N ALIH TM S A IN TER N A TIO N AL 4-3- ACTION IN THE EVENT OF PROBLEM OF AFTER SALES SERVICE DELIVERIES Unless agreed otherwise, in the event of a delivery problem (damage, shortages, losses, etc), Conforama must, on receipt of the products, make a claim against the carrier pursuant to the provisions of Articles L.133-3ff (former Art. 105) of the French commercial code, within a period of 72 hours, excluding holidays, after the delivery date. In the event of an order or delivery error, the refused products and to be returned must be packed back in using their original packaging.

5. AFTER SALES SERVICE FOLLOW-UP Conforama subsidiary will have to provide IHTM Corporate Quality direction and sourcing offices with a reparation report twice a year Per supplier:

� Number of customers assistances � Involved products � Type of assistance � Total invoice

Suppliers have to provide sourcing offices with a yearly hardware report including:

o After Sales Service rate per product o Date of After Sales Service order reception o Date of After Sales Service shipment

A After Sales Service status update could be organize between the subsidiary and the sourcing office at least once a year, with the After Sales Service subsidiary point of contact. 6. AFTER SALES SERVICE DUE TO STORE OR CUSTOMER DAMAGE

An After Sales Service request from the store or customer, which occurs outside the period and conditions of the guarantee, can be billed by the supplier based on an estimate that the supplier will send to the After Sales Service store manager or to the After Sales Service subsidiary point of contact. Spare parts for maintenance of display models are not part of After Sales Services.

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