CLAIMS PROCEDURE
1. YOUR SATISFACTION, OUR PRIORITY
SanaSarah LLC - Trade name: Esentiara
1. YOUR SATISFACTION, OUR PRIORITY
1.1 Quality commitment
At Esentiara, we are committed to providing you with quality products and services. Your satisfaction is our priority, and we do our utmost to meet your expectations.
1.2 Customer care
If, despite our best efforts, you encounter a problem or wish to express dissatisfaction, we invite you to let us know. Every complaint is an opportunity for improvement.
1.3 Fair treatment
We are committed to treating every complaint seriously, impartially and promptly.
2. TYPES OF CLAIMS
2.1 Control problems
About :
- Delivery error
- Incorrect quantity
- Missing product
- Late delivery
- Billing problems
2.2 Product problems
About :
- Manufacturing defects
- Non-conformity to description
- Product damaged on receipt
- Unsatisfactory quality
- Packaging failure
2.3 Service problems
About :
- Quality of customer service
- Response time too long
- Incomplete or erroneous information
- Difficulty using the website
- Payment problems
2.4 Wellness retreats
About :
- Services not in line with program
- Unsatisfactory accommodation
- Professional supervision
- Poor organization
- Health and safety
2.5 Digital programs
About :
- Download problem
- Non-conforming content
- Insufficient technical quality
- No access
- Technical support
3. HOW TO MAKE A CLAIM
3.1 Step 1: Direct contact
Email
– Address : info@esentiara.com
– Object COMPLAINT] + Nature of problem
– Attachments Photos, screenshots, invoice
3.2 Step 2: Information to be supplied
Mandatory information
– Your contact details Last name, first name, email, telephone
– Order number If applicable
– Date Order, delivery or problem
– Detailed description Exact nature of the problem
– Waiting : Desired solution
Useful Information
– Photos Defective product, damaged packaging
– Screenshots For technical problems
– Witnesses : If a problem occurs during a retreat
– Context Circumstances of the problem
3.3 Step 3: Acknowledgement of receipt
Delay 24 hours maximum
Contents Follow-up number, assigned contact person, expected processing time
4. PROCESSING YOUR CLAIM
4.1 Preliminary analysis
Delay : 48 working hours
Actions :
- Checking the information supplied
- View your customer history
- Identification of possible causes
- Assessment of admissibility
4.2 Investigation
Delay 5 working days maximum
Process :
- In-depth examination of components
- Contact our suppliers if necessary
- Verification of internal procedures
- Expert consultation if required
4.3 Response and Solution
Delay 7 working days maximum from receipt
Contents :
- Explanation of the situation
- Acknowledgement of any wrongs
- Proposed solution
- Preventive measures in place
5. POSSIBLE SOLUTIONS
5.1 Refunds
Case study :
- Non-repairable defective product
- Service not rendered
- Justified cancellation
Terms and conditions :
- Full or partial refund
- Same payment method as purchase
- Lead time: 14 days maximum
5.2 Exchange
Case study :
- Delivery error
- Exchangeable defective product
Terms and conditions :
- Identical or equivalent replacement product
- Payment of return shipping costs
- Lead time: subject to availability
5.3 Commercial equity
Case study :
- Compensation for inconvenience
- Compensation for downgraded service
- Sales gesture
Details :
- Credit note for use on future orders
- Validity: 12 months
- Cumulative with promotions
5.4 Commercial gesture
Case study :
- Moral prejudice
- Inconvenience caused
- Customer loyalty
Examples :
- Discount on next order
- Product offered
- Upgrading on retirement
6. CLAIM FORM
Send to: info@esentiara.com
Customer information
Name: ________________
First name: ________________
Email : ________________
Phone: ________________
Address: ________________
Ordering information (if applicable)
Order number : ________________
Order date : ________________
Delivery date: ________________
Amount : ________________
Nature of claim
Subject: ________________
Category:
- Product problem
- Delivery problems
- Customer service problems
- Billing problems
- Wellness retreat
- Digital program
Other : ________________
Detailed description
What happened?
When did it happen? Date: ________________ Time: ________________
Where did it happen?
Damage suffered :
Desired solution :
Attachments
- Problem photos
- Copy of invoice
- Previous correspondence
Other documents : ________________
Date : ________________
Signature: ________________
7. FOLLOW-UP ON YOUR CLAIM
7.1 Tracking number
Allocation As soon as we receive your claim
Format : REC-AAAA-MMDD-XXX
Usage Please quote on all correspondence
7.2 By-laws
Received : Claim registered
In progress Investigation in progress
Pending Additional information required
Resolved Solution implemented
Fenced : Claim closed
7.3 Consultation
Customer account Follow-up area
Email : Automatic notification of changes
8. UNRESOLVED CLAIMS
8.1 Internal climbing
Level 2 Customer service manager
Level 3 General management
Delay 10 additional working days
8.2 External mediation
European consumers
Mediator European Consumer Centre
Platform : https://ec.europa.eu/odr
Free For consumers
Delay 90 days maximum
Other territories
Contact Local consumer association
Information : Provided according to your country of residence
8.3 Legal remedies
Information According to applicable jurisdiction
Prior mediation Mandatory before taking legal action
9. PREVENTION AND IMPROVEMENT
9.1 Claims analysis
Statistical monitoring Typology and frequency
Identification : Recurring causes
Improvement Processes and training
9.2 Team training
Awareness Quality and customer satisfaction
Procedures : Regular updates
Tools Continuous improvement
9.3 Communication
Feedback : Sharing with teams
Prevention Proactive customer information
Transparency : Publication of improvements
10. YOUR RIGHTS
10.1 Consumer rights
Information Right to full information
Claim Free right of complaint
Repair Right to compensation
10.2 Data protection
Privacy : Data treated with the utmost confidentiality
Usage Exclusive purpose of processing the claim
Conservation 3 years maximum after closing
10.3 Non-discrimination
Equality Fair treatment of all claims
Respect : No impact on customer relations
11. COMMITMENT TO QUALITY
11.1 Processing times
Acknowledgement of receipt : 24h business hours
First answer : 48 working hours
Resolution 7 working days maximum
Climbing 10 additional working days
11.2 Satisfaction rate
Objective 95% of claims resolved to customer satisfaction
Measurement Post-resolution satisfaction survey
Publication Quarterly indicators
11.3 Continuous improvement
Review : Procedures revised every six months
Training : Regularly trained teams
Innovation : New processing tools
12. CONTACT
12.1 Complaints department
Email : info@esentiara.com
Object Claim] + Short description
Referent Dedicated customer service
12.2 Timetable
Monday-Friday: 9am-6pm (CET)
Weekend: Emails received, processed the following Monday
Public holidays: Temporary suspension, catch-up on return
12.3 Languages
French, English and Spanish.
Your satisfaction is our reputation.
