{"id":4379,"date":"2025-09-11T22:24:03","date_gmt":"2025-09-11T22:24:03","guid":{"rendered":"https:\/\/preprod.esentiara.com\/?page_id=4379"},"modified":"2025-10-01T16:26:37","modified_gmt":"2025-10-01T16:26:37","slug":"procedure-de-reclamation","status":"publish","type":"page","link":"https:\/\/preprod.esentiara.com\/en\/procedure-de-reclamation\/","title":{"rendered":"Proc\u00e9dure de r\u00e9clamation"},"content":{"rendered":"
\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t

CLAIMS PROCEDURE<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
\n\t\t\t\t\t\t\t
\n\t\t\t\t\t\t
\n\t\t\t\t\n\t\t\t\t\t
1. YOUR SATISFACTION, OUR PRIORITY <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

SanaSarah LLC - Trade name: Esentiara<\/p>

1. YOUR SATISFACTION, OUR PRIORITY<\/strong>
1.1 Quality commitment<\/strong>
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.<\/p>

1.2 Customer care<\/strong>
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.<\/p>

1.3 Fair treatment<\/strong>
We are committed to treating every complaint seriously, impartially and promptly.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
2. TYPES OF CLAIMS <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

2.1 Control problems<\/strong>
About<\/strong> :
- Delivery error
- Incorrect quantity
- Missing product
- Late delivery
- Billing problems<\/p>

2.2 Product problems<\/strong>
About<\/strong> :
- Manufacturing defects
- Non-conformity to description
- Product damaged on receipt
- Unsatisfactory quality
- Packaging failure<\/p>

2.3 Service problems<\/strong>
About<\/strong> :
- Quality of customer service
- Response time too long
- Incomplete or erroneous information
- Difficulty using the website
- Payment problems<\/p>

2.4 Wellness retreats<\/strong>
About<\/strong> :
- Services not in line with program
- Unsatisfactory accommodation
- Professional supervision
- Poor organization
- Health and safety<\/p>

2.5 Digital programs<\/strong>
About<\/strong> :
- Download problem
- Non-conforming content
- Insufficient technical quality
- No access
- Technical support<\/p>

\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
3. HOW TO MAKE A CLAIM <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t
\n\t\t\t\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

3.1 Step 1: Direct contact<\/strong><\/p>

Email<\/strong>
– Address<\/strong> : info@esentiara.com
– Object<\/strong> COMPLAINT] + Nature of problem
– Attachments<\/strong> Photos, screenshots, invoice<\/p>

3.2 Step 2: Information to be supplied<\/strong><\/p>

Mandatory information<\/strong><\/p>

– Your contact details<\/strong> Last name, first name, email, telephone
– Order number<\/strong> If applicable
– Date<\/strong> Order, delivery or problem
– Detailed description<\/strong> Exact nature of the problem
– Waiting<\/strong> : Desired solution<\/p>

Useful Information<\/strong><\/p>

– Photos<\/strong> Defective product, damaged packaging
– Screenshots<\/strong> For technical problems
– Witnesses<\/strong> : If a problem occurs during a retreat
– Context<\/strong> Circumstances of the problem<\/p>

3.3 Step 3: Acknowledgement of receipt<\/strong>
Delay<\/strong> 24 hours maximum
Contents<\/strong> Follow-up number, assigned contact person, expected processing time<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
4. PROCESSING YOUR CLAIM <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

4.1 Preliminary analysis<\/strong>
Delay<\/strong> : 48 working hours
Actions<\/strong> :
- Checking the information supplied
- View your customer history
- Identification of possible causes
- Assessment of admissibility<\/p>

4.2 Investigation<\/strong>
Delay<\/strong> 5 working days maximum
Process<\/strong> :
- In-depth examination of components
- Contact our suppliers if necessary
- Verification of internal procedures
- Expert consultation if required<\/p>

4.3 Response and Solution<\/strong>
Delay<\/strong> 7 working days maximum from receipt
Contents<\/strong> :
- Explanation of the situation
- Acknowledgement of any wrongs
- Proposed solution
- Preventive measures in place<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
5. POSSIBLE SOLUTIONS <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

5.1 Refunds<\/strong>
Case study :<\/strong>
- Non-repairable defective product
- Service not rendered
- Justified cancellation<\/p>

Terms and conditions<\/strong> :
- Full or partial refund
- Same payment method as purchase
- Lead time: 14 days maximum<\/p>

5.2 Exchange<\/strong>
Case study :<\/strong>
- Delivery error
- Exchangeable defective product

Terms and conditions<\/strong> :
- Identical or equivalent replacement product
- Payment of return shipping costs
- Lead time: subject to availability<\/p>

5.3 Commercial equity<\/strong>
Case study :<\/strong>
- Compensation for inconvenience
- Compensation for downgraded service
- Sales gesture<\/p>

Details :<\/strong>
- Credit note for use on future orders
- Validity: 12 months
- Cumulative with promotions<\/p>

5.4 Commercial gesture<\/strong>
Case study :<\/strong>
- Moral prejudice
- Inconvenience caused
- Customer loyalty<\/p>

Examples<\/strong> :
- Discount on next order
- Product offered
- Upgrading on retirement<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
6. CLAIM FORM <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

Send to: info@esentiara.com<\/strong><\/p>

Customer information<\/strong>
Name: ________________
First name: ________________
Email : ________________
Phone: ________________
Address: ________________<\/p>

Ordering information (if applicable)<\/strong>
Order number : ________________
Order date : ________________
Delivery date: ________________
Amount : ________________<\/p>

Nature of claim<\/strong>
Subject: ________________
Category:
- Product problem
- Delivery problems
- Customer service problems
- Billing problems
- Wellness retreat
- Digital program
Other : ________________<\/p>

Detailed description<\/strong><\/p>

What happened?\u00a0<\/p>

When did it happen? Date: ________________ Time: ________________<\/p>

Where did it happen?<\/p>

Damage suffered :<\/p>

Desired solution :<\/p>

Attachments<\/strong>
- Problem photos
- Copy of invoice
- Previous correspondence<\/p>

Other documents : ________________
Date : ________________
Signature: ________________<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
7. FOLLOW-UP ON YOUR CLAIM <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

7.1 Tracking number<\/strong>
Allocation<\/strong> As soon as we receive your claim
Format<\/strong> : REC-AAAA-MMDD-XXX
Usage<\/strong> Please quote on all correspondence<\/p>

7.2 By-laws<\/strong>
Received<\/strong> : Claim registered
In progress<\/strong> Investigation in progress
Pending<\/strong> Additional information required
Resolved<\/strong> Solution implemented
Fenced<\/strong> : Claim closed<\/p>

7.3 Consultation<\/strong>
Customer account<\/strong> Follow-up area
Email<\/strong> : Automatic notification of changes<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
8. UNRESOLVED CLAIMS <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

8.1 Internal climbing<\/strong>
Level 2<\/strong> Customer service manager
Level 3<\/strong> General management
Delay<\/strong> 10 additional working days<\/p>

8.2 External mediation<\/strong><\/p>

European consumers<\/strong>
Mediator<\/strong> European Consumer Centre
Platform<\/strong> : https:\/\/ec.europa.eu\/odr
Free<\/strong> For consumers
Delay<\/strong> 90 days maximum<\/p>

Other territories<\/strong>
Contact<\/strong> Local consumer association
Information<\/strong> : Provided according to your country of residence<\/p>

8.3 Legal remedies<\/strong>
Information<\/strong> According to applicable jurisdiction
Prior mediation<\/strong> Mandatory before taking legal action<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
9. PREVENTION AND IMPROVEMENT <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

9.1 Claims analysis<\/strong>
Statistical monitoring<\/strong> Typology and frequency
Identification <\/strong>: Recurring causes
Improvement<\/strong> Processes and training<\/p>

9.2 Team training<\/strong>
Awareness<\/strong> Quality and customer satisfaction
Procedures<\/strong> : Regular updates
Tools<\/strong> Continuous improvement<\/p>

9.3 Communication<\/strong>
Feedback<\/strong> : Sharing with teams
Prevention<\/strong> Proactive customer information
Transparency<\/strong> : Publication of improvements<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
10. YOUR RIGHTS <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

10.1 Consumer rights<\/strong>
Information<\/strong> Right to full information
Claim<\/strong> Free right of complaint
Repair<\/strong> Right to compensation<\/p>

10.2 Data protection<\/strong>
Privacy<\/strong> : Data treated with the utmost confidentiality
Usage<\/strong> Exclusive purpose of processing the claim
Conservation<\/strong> 3 years maximum after closing<\/p>

10.3 Non-discrimination<\/strong>
Equality<\/strong> Fair treatment of all claims
Respect<\/strong> : No impact on customer relations<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
11. COMMITMENT TO QUALITY <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

11.1 Processing times<\/strong>
Acknowledgement of receipt<\/strong> : 24h business hours
First answer<\/strong> : 48 working hours
Resolution<\/strong> 7 working days maximum
Climbing<\/strong> 10 additional working days<\/p>

11.2 Satisfaction rate<\/strong>
Objective<\/strong> 95% of claims resolved to customer satisfaction
Measurement<\/strong> Post-resolution satisfaction survey
Publication<\/strong> Quarterly indicators<\/p>

11.3 Continuous improvement<\/strong>
Review<\/strong> : Procedures revised every six months
Training<\/strong> : Regularly trained teams
Innovation<\/strong> : New processing tools<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

\n\t\t\t\t\n\t\t\t\t\t
12. CONTACT <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
\n\t\t\t\t\t
\n\t\t
\n\t\t\t\t
\n\t\t\t\t\t\t\t\t\t

12.1 Complaints department<\/strong>
Email<\/strong> : info@esentiara.com
Object<\/strong> Claim] + Short description
Referent<\/strong> Dedicated customer service<\/p>

12.2 Timetable<\/strong>
Monday-Friday: 9am-6pm (CET)
Weekend: Emails received, processed the following Monday
Public holidays: Temporary suspension, catch-up on return<\/p>

12.3 Languages<\/strong>
French, English and Spanish.<\/p>

Your satisfaction is our reputation.<\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"Design\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

PROC\u00c9DURE DE R\u00c9CLAMATION 1. VOTRE SATISFACTION, NOTRE PRIORIT\u00c9 SanaSarah LLC \u2013 Nom commercial : Esentiara 1. VOTRE SATISFACTION, NOTRE PRIORIT\u00c9 1.1 Engagement Qualit\u00e9 Chez Esentiara, nous nous engageons \u00e0 vous offrir des produits et services de qualit\u00e9. Votre satisfaction est notre priorit\u00e9 et nous mettons tout en \u0153uvre pour r\u00e9pondre \u00e0 vos attentes. 1.2 \u00c9coute […]<\/p>","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"categories":[229],"tags":[],"class_list":["post-4379","page","type-page","status-publish","hentry","category-termes-et-conditions"],"_links":{"self":[{"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/pages\/4379","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/comments?post=4379"}],"version-history":[{"count":0,"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/pages\/4379\/revisions"}],"wp:attachment":[{"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/media?parent=4379"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/categories?post=4379"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/preprod.esentiara.com\/en\/wp-json\/wp\/v2\/tags?post=4379"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}