1. Purpose
This Return and Refund Policy sets out the terms and procedures applicable to returns, possible exchanges, and refunds for products purchased on saze-diffusion.com from:
Saze diffusion
229 rue solferino
59000 Lille – France
SIRET: 897 849 048 00011
Intracommunity VAT number: FR37 897 849 048
It supplements the General Terms and Conditions of Sale (GTCS) and applies to all orders placed on the website.
Consumers’ statutory rights, in particular those relating to the right of withdrawal and the legal guarantee of conformity, remain fully applicable.
2. Scope
This policy applies to orders delivered worldwide.
For private customers, this policy applies in accordance with consumer law.
For business customers, returns based solely on a change of mind are not accepted, unless we have given our express written agreement or unless specific legal provisions apply. Defective products, products damaged on delivery, or non-conforming products remain covered under the conditions set out below.
3. Right of withdrawal for private customers
In accordance with the law applicable to distance selling, a private consumer customer has a period of 14 calendar days from receipt of the goods to exercise their right of withdrawal, without having to give any reason for their decision.
To exercise this right, the customer must notify us of their decision before the expiry of this period by one of the following means:
by email to contact@saze-diffusion.com
The request must indicate at least: the order number, the customer’s name, the products concerned, and a clear and unequivocal statement of the wish to withdraw.
After notifying us of the withdrawal, the customer has an additional period of 14 calendar days to return the products.
The products must be returned: new, complete, unworn, unused, in their original packaging where applicable, together with all accessories, if any.
The customer may handle the product in order to check its nature, characteristics, and proper functioning, but remains liable for any diminished value resulting from handling other than what is necessary for that inspection.
4. Products excluded from the right of withdrawal
In accordance with the applicable regulations, certain products may not be subject to the right of withdrawal.
The following are excluded in particular, where applicable:
products made to the customer’s specifications or clearly personalised,
sealed products that have been unsealed and cannot be returned for reasons of hygiene or health protection,
products expressly identified as excluded from return on the product page where the law permits this. Where a product is not eligible for return, this information must be clearly stated on the relevant product page or at the time of ordering.
5. Return procedure for withdrawal
To facilitate the processing of a return, we recommend that the customer contact our customer service team in advance at contact@saze-diffusion.com in order to obtain return instructions.
Returns must be sent to:
Saze diffusion – Returns Department
229 rue solferino
59000 Lille – France
Unless otherwise indicated by our customer service team.
The customer is advised to use a tracked shipping method. The customer remains responsible for the parcel until it is received by our services.
Return shipping costs in the event of withdrawal remain the customer’s responsibility, unless otherwise stated or unless mandatory legal provisions provide otherwise.
6. Defective, damaged, or non-conforming products
If the customer receives a product that is defective, damaged, incomplete, or not in conformity with the order, they must contact our customer service team at contact@saze-diffusion.com as soon as possible, ideally within 48 business hours of receipt, in order to facilitate the prompt handling of their request.
This process does not affect the customer’s applicable statutory rights, in particular under the legal guarantee of conformity.
The request must include:
the order number,
a precise description of the problem encountered,
clear photographs showing the defect, damage, or lack of conformity.
After reviewing the case, we will inform the customer of the procedure to follow.
Where the complaint is found to be justified, return shipping costs will be borne by Saze diffusion in accordance with the arrangements communicated by our customer service team.
Depending on the case, the solution offered may be: replacement of the product, issuance of a credit note, or a full or partial refund.
7. Conditions for refusing a return
A return may in particular be refused in the following cases: product returned outside the applicable legal or contractual period, product clearly used, worn, damaged, or incomplete, return not matching the product ordered, product excluded from the right of withdrawal under the law, abnormal depreciation of the product due to excessive handling. If a return is refused, the product may be sent back to the customer at the customer’s expense.
8. Inspection of returns
Upon receipt of the parcel, returned products are inspected. Inspection is generally carried out within 3 to 5 business days after receipt of the return. Once the inspection has been completed, the customer is informed by email whether the return has been accepted or refused and, where applicable, of the solution chosen.
9. Refund arrangements
In the event of a valid withdrawal by a private customer, Saze diffusion will refund the price of the returned products, together with any standard initial delivery charges billed at the time of the order.
Return shipping costs remain payable by the customer, unless otherwise required by law.
The refund will be made using the same payment method originally used for the order, unless the customer expressly agrees to another refund method.
The refund will be made within a maximum period of 14 days from the date on which we are informed of the decision to withdraw. However, this refund may be deferred until the goods have actually been recovered or until proof of shipment provided by the customer has been received, whichever occurs first.
In the event of a defective, damaged, or non-conforming product, the refund or any credit note will be issued after the case has been validated, depending on the solution chosen.
No discount or interest shall be granted in the event of a refund.
10. Exchanges
Unless otherwise stated, automatic exchanges are not offered. Where a customer wishes to obtain another item, they are invited to return the product in accordance with the applicable conditions and, if necessary, place a new order. In the event of a defective or non-conforming product, an exchange or replacement may be offered subject to stock availability.
11. Legal guarantee
This commercial policy does not deprive the consumer customer of their statutory rights, in particular under the legal guarantee of conformity and, where applicable, the guarantee against hidden defects.
12. Customer service
For any question relating to a return, refund, or complaint, you may contact our customer service team:
Email: contact@saze-diffusion.com
Telephone: 07 81 08 68 75
Hours: Monday to Friday, from 09:00 to 12:00 and from 14:00 to 17:00 (Paris time)
Postal address:
Saze diffusion
Returns Department
229 rue solferino
59000 Lille – France
13. Consumer mediation
In the event of a dispute, the consumer customer must first send a written complaint to our customer service team.
If no amicable agreement is reached, the consumer customer may refer the matter free of charge to the consumer mediator to which we are affiliated.
To be completed with your exact details:
Mediator’s name: Fevad
Address: BP 20015 - 75362 PARIS CEDEX 8
Website: mediateurfevad.fr
14. Applicable law
This policy is governed by French law.
For consumer customers, any dispute will be handled in accordance with the applicable rules of legal jurisdiction.
15. Update
Saze diffusion reserves the right to amend this policy at any time. The applicable version is the one published on the website on the date of the order.
Last updated: 2 April 2026