Return and Refund Policy

1. Right of withdrawal

In accordance with the regulations applicable to distance selling, consumers have a period of 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to justify their decision.

To exercise this right, the customer must clearly inform ESSEGE S.A. of their decision to withdraw, by email to the following address: info@essege.com.

2. Return conditions

Returned products must be complete, unused, undamaged and, as far as possible, in their original packaging.

ESSEGE S.A. reserves the right to refuse a refund or apply a deduction if the returned product has been used, damaged or handled beyond what is necessary to verify its nature, characteristics and proper functioning.

3. Return procedures

Before any return, the customer is invited to contact ESSEGE S.A. to obtain the necessary instructions for processing their request.

Products must be returned to the address communicated by ESSEGE S.A. after the return request.

Unless ESSEGE S.A. is at fault or the product is defective, return costs are borne by the customer.

4. Refund

After receipt and verification of the returned products, ESSEGE S.A. will proceed with the refund of the amounts due within the applicable legal deadlines.

The refund will be made via the same payment method as that used when ordering, unless otherwise agreed with the customer.

ESSEGE S.A. may defer the refund until the returned products are recovered or until the customer provides proof of shipment of the products, the date chosen being that of the first of these events.

5. Damaged, defective products or order error

If the customer receives a damaged, defective product or one that does not correspond to their order, they must contact ESSEGE S.A. as soon as possible at the following address: info@essege.com.

The request should, if possible, be accompanied by photos of the product concerned, the packaging and any useful information enabling the complaint to be processed.

After analyzing the request, ESSEGE S.A. will propose an appropriate solution, which may include replacing the product, sending a compliant product or a refund.

6. Exceptions to the right of withdrawal

The right of withdrawal may not apply to certain products provided for by the regulations, in particular products made according to customer specifications, personalized, unsealed after delivery and which cannot be returned for reasons of hygiene or health protection, or any other product excluded by applicable law.

7. Contact

For any return, refund or complaint request, the customer can contact ESSEGE S.A.:

Email: info@essege.com
Phone: +32 (0)2 375 16 80