RIGHT OF WITHDRAWAL
1. PRINCIPLE OF THE RIGHT OF WITHDRAWAL
SanaSarah LLC - Trade name: Esentiara
1.1 Definition
The right of withdrawal allows you to cancel your order without having to provide a reason or pay any penalties, in accordance with the terms set forth by law.
1.2 Legal Basis
European Union : Directive 2011/83/EU on Consumer Rights
France : Consumer Code (Articles L221-18 et seq.)
Other countries : Applicable local regulations
1.3 Beneficiaries
Consumers only : Individuals acting for non-business purposes
2. WITHDRAWAL PERIOD
2.1 Duration
14 calendar days effective:
– Physical products: Date the last item in the order was received
2.2 Calculation of the Time Limit
– Start date: The day after receipt/completion
– Deadline: If the 14th day falls on a weekend or a holiday, the deadline is extended to the next business day
2.3 Practical Examples
– Order received on Monday the 1st: Delivery by Monday the 15th, inclusive
– Order received on Friday the 1st: Deadline is Friday the 15th (inclusive)
– Due Sunday: Postponed to the following Monday
3. PRODUCTS COVERED
3.1 Eligible Products
Non-personalized handmade items
– Standard handmade candles
– Natural incense in standard packaging
– Unopened home fragrances
– Unaltered traditional textiles
– Standard wellness accessories
– Non-personalized gift sets
3.2 Legal Exclusions
Products NOT eligible for return:
A. Customized Products (Article L221-28 of the Consumer Code)
– Engraving on products
– Custom sizes
– Specially requested colors/patterns
– Customized gift set selections
B. Hygiene Products (Article L221-28 of the Consumer Code)
– Scented candles that have been unwrapped or used
– Opened cosmetic products
– Accessories that have come into contact with the skin
C. Services with a Specified Date (Article L221-28 of the Consumer Code)
– Wellness Retreats: Scheduled Recreational Activities
– Scheduled individual consultations
D. Digital Content (Article L221-28 of the Consumer Code)
– Digital programs: After downloading or streaming
– Online training courses available after login
– Digital content after delivery
E. Perishable Goods
– Items with a limited lifespan
– Fresh products (if applicable, future)
4. EXERCISING THE RIGHT OF WITHDRAWAL
4.1 Mandatory Notification
A. Notice Period
Before expiration : We must receive the notification within 14 days
B. Methods of Notification
Email : info@esentiara.com (recommended)
C. Information to Be Provided
Required :
– Last name, first name, address
– Order Number
– Order and delivery dates
– Affected product(s)
Optional :
– Reason for withdrawal
– Comments
4.2 Standard Withdrawal Form
To: SanaSarah LLC – Returns Department
Email : info@esentiara.com
Object : Exercising the Right of Withdrawal – Order No. _______
Dear Sir or Madam,
I hereby notify you of my withdrawal from the contract for the sale of the item(s) listed below:
Customer Information:
Last name, first name: ________________
Address: ________________
Email : ________________
Phone: ________________
Order Information:
Order No.: ________________
Order date : ________________
Date received: ________________
Affected product(s):
Reason (optional): ________________
Statement: “I hereby confirm that I wish to exercise my right of withdrawal for the products listed below—
"above."
Date : ________________
Signature: ________________
4.3 Acknowledgment of Receipt
Acknowledgement of receipt : Within 48 hours via email
Contents : Instructions for Returning the Product
5. RETURNS
5.1 Return Period
You have 14 days from the date you receive notice of cancellation to return the product(s)
5.2 Product Status
Required :
– Original packaging retained
– Unused/undamaged product
– Labels and accessories included
– Status allowing the item to be relisted for sale
Authorized test : Handling required to verify the nature and characteristics (as in a store)
5.3 Return Policy
A. Preparing the Package
– Secure packaging for shipping
– Copy of the invoice included
– Withdrawal form, if used
B. Return Address
Will be announced in the acknowledgment of receipt of your request
C. Shipping Costs
At your expense : Return shipping costs are not refundable (unless we made a mistake)
Recommendation : Shipping with tracking and insurance
D. Risk of Loss
Customer Responsibility : Until received at our facility
Proof of Return : Keep proof of shipment
6. REFUND
6.1 Amount Reimbursed
Included :
– Purchase price of the product, including tax
– One-way shipping costs (standard shipping only)
Excluded :
– Return shipping costs
– Express/urgent delivery surcharges
– Any bank fees
6.2 Refund Policy
– Policy: Same payment method as the order
– Credit card: Credit to your account
– PayPal: Refund to PayPal account
– Bank transfer: If technically impossible
6.3 Refund Period
No more than 14 days from:
– Receipt of the returned product, OR
– Proof of shipment of the return by the customer
– The earlier of these two events
6.4 Treatment
– Inspection: Checking the condition of the product upon receipt
– Return may be refused: If the product is damaged or does not meet the conditions
– Information: Notice of denial with reasons
7. SPECIAL CASES
7.1 Multiple Orders
Partial withdrawal : Available for some products
Shipping Costs : Pro-rata refund if the order is canceled in its entirety
7.2 Defective Products
Guaranteed Priority : Application of the statutory warranty rather than the right of withdrawal
Return Shipping Costs : We'll cover the cost if a defect is confirmed
7.3 Delivery Error
Our mistake: Return shipping costs reimbursed
Exchange Possible : If the desired product is available
8. WAIVER OF RIGHTS
8.1 Waiver Prohibited
Rule: You may not waive your right of withdrawal before the deadline expires.
8.2 Exceptions
Digital Programs: Waiver Possible Provided That Execution Begins Immediately Following Express Consent
8.3 Unfair Terms
Invalidity: Any provision that eliminates or limits the right of withdrawal is deemed null and void.
9. PRACTICAL INFORMATION
9.1 Tracking Your Request
– Confirmation email: Tracking number assigned
– Status: Viewable through your customer account
– Questions: info@esentiara.com
9.2 Tips
– Plan ahead: Don’t wait until the last minute
– Keep: Proof of return shipment
– Take a photo: Condition of the product before return
– Insurance: Recommended for valuable items
9.3 Support
– Customer Service: Monday–Friday, 9 a.m.–6 p.m. (CET)
– Email: info@esentiara.com
– Response time: 48 business hours maximum
10. APPEALS
10.1 Consumer Mediation
– In the event of a dispute: Consumer Mediation Center
– Free: For European consumers
– EU Platform: https://ec.europa.eu/odr
10.2 Supervisory Authorities
– Europe: National Consumer Protection Authorities
11. FREQUENTLY ASKED QUESTIONS
Q1: Can I cancel after 14 days?
No, the 14-day period is required by law and must be observed.
Q2: What should I do if I've lost the packaging?
Please contact our customer service department so we can review your situation.
Q3: The product shows slight signs of wear. Can I return it?
Yes, if it's related to the normal testing of the product (equivalent to trying it on in a store).
Q4: How long will it take to receive my refund?
No later than 14 days after we receive your return.
Q5: Can I exchange the item instead of getting a refund?
No, the right of withdrawal only provides for a refund. To exchange an item, please place a new order.
