Return and Refund Policy

1. Legal right of withdrawal (14 days)

In accordance with Articles L.221-18 et seq. of the French Consumer Code, any individual Customer (consumer) benefits from a legal period of 14 days from receipt of the product to exercise their right of withdrawal without having to give reasons or pay penalties.

However, in order to best comply with our quality policy, we have established the following return conditions:

1. Mandatory written notification
You must notify your decision to withdraw only by e-mail to the following address: [ contact@bysohna.com], specifying "Withdrawal Request" in the subject line and detailing:

• First name, Last name,
• Full address,
• Order number,
• Product reference(s),
• Date of receipt,
• Reason.

2. Product return

• The product must be returned within a maximum of 14 days following the withdrawal notification.
• The product will be returned to the address indicated by Sohna after receipt of the withdrawal notification.
• The product must be intact, unused, unsealed (if it has a seal or blister pack) and complete (original packaging, instructions, accessories, any gifts included).
• Any product returned showing signs of opening, use, damage or missing original elements will be refused and returned to you at your expense.

3. Return costs

• All return costs are your sole responsibility (packaging, postage, tracking, insurance, etc.).
• You must choose a carrier with tracking and proof of deposit: in case of loss or damage during transport, we disclaim all responsibility. No refund will be made if the package does not arrive or arrives damaged.

4. Refund

• After inspection of the package, if the return is deemed compliant, we will proceed with the refund exclusively via the same payment method used for the order, unless otherwise agreed in writing.
• We will process the refund within 14 days of receipt of the package. Any non-compliance found may lead to an extension of the processing time or a refusal of refund.
• The initial shipping costs (for sending the product) are not refunded.
• Some processing fees may be deducted in case of partial non-compliance with the packaging or original condition, without making the product unsellable.

2. Specific conditions and exclusions

• Sealed products (hygiene, health): No returns will be accepted if the original seal is broken.
• Customized or perishable products: In accordance with the law, they are excluded from the right of withdrawal and therefore non-refundable.
• Professional orders: Purchases made for professional purposes (SIREN/SIRET number provided) are not subject to the legal right of withdrawal. Returns will only be accepted with Sohna's prior written consent.

3. Practical return procedure

• Return shipment
  You have 14 days to ship the product, via a tracked service, to the address we will provide.
• Quality control
  Upon receipt, our team verifies the condition of the product. If it does not meet all the conditions stated above, the refund will be refused and the product will be returned to you at your expense.

4. Refund period

Provided that the above conditions are fully met, and once the return is validated by our services, we will process the refund within 14 days. Any non-compliance found may lead to an extension of the processing time or a refusal of refund.

5. Disputes

In case of dispute concerning the application of this Returns Policy, the Customer is invited to contact our customer service to try to find an amicable solution. Failing this, any dispute will be submitted to the competent courts within the jurisdiction of Sohna's registered office.

6. Uncollected packages

If a package is not collected within the allotted time, it is the customer's responsibility to take the necessary steps to collect it from the carrier. Sohna is no longer responsible for the proper delivery or collection of a package once it has been made available by the carrier. Therefore, no refund will be made for packages delivered but not collected by the buyer.