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Return and Refund Policy

Repayment Terms

Return costs in the event of an order error on the part of the customer are the responsibility of the customer.

Return costs linked to unjustified customer dissatisfaction are the responsibility of the customer.

Errors on the part of the services will be subject to a refund proportional to this error or to a shipment of the missing product depending on the situation.

Return costs linked to non-recovery of the customer's order at the collection point remain the responsibility of the customer.

In the event of breakage or damage during transport, we will be held liable and the customer will be reimbursed based on the damage observed with proven and rigorous proof to support it.

The SEKAYA Company's Customer Service acknowledges receipt of the Buyer's request and confirms the procedure to follow. Upon receipt of instructions from the Seller's customer service, the Buyer returns the non-compliant Products or Products affected by a hidden defect to the address provided.

The Product(s) must be returned complete, unused, in its (their) original packaging intact and accompanied by its (their) packaging. original, unopened.

Furthermore, the SEKAYA Company does not accept parcels sent postage collect. Any risk linked to the return of the Product(s) is the responsibility of the Buyer.

Upon receipt of the Product(s) presumed to be non-compliant or affected by a hidden defect, the SEKAYA Company carries out an inspection of the Product(s) to establish the conformity or otherwise of said Products. Likewise, the SEKAYA Company may carry out a quality test on the Product(s) returned by the Buyer to verify that the Product(s) returned are indeed the correct one(s). Original product(s). It is understood that these checks are carried out as quickly as possible and within a maximum period of one (1) month.

If the non-conforming nature of the Product(s) is confirmed or the hidden defect is proven, the SEKAYA Company will then proceed, at the Buyer's choice:

- either the reimbursement of the non-compliant Product(s) or affected by a hidden defect as well as the shipping costs, depending on the payment method used by the Buyer, within a period fourteen (14) days after receipt of the non-compliant Product(s),

- either the exchange of non-compliant Product(s) or affected by a hidden defect at the request of the Buyer. The sending of the Product(s) to the Buyer is made at the Seller's expense and under the conditions of these General Terms and Conditions.

Any return from Mondial Relay due to negligence, forgetfulness, or unavailability of the customer will be subject to a processing fee of €3, which will be deducted from the refund amount. (Only for orders not collected by the customer)

Any anomaly/reservation identified at the time of receipt or delivery of the package (in particular late delivery, missing or damaged product) must be reported completely and precisely with supporting photos/videos by the Buyer to the Seller as soon as possible. Once all the elements are in hand, the Seller will be able to open a ticket with its logistics platform and make an inquiry with the carrier. The Buyer may be required to contact the Carrier in parallel, if necessary.

Any reservation of this type must be notified in parallel and as soon as possible to the Seller's Customer Service: sav@muscintime.com.