Returns & refunds

Right of withdrawal

You have fourteen (14) days to exercise your right of withdrawal and cancel the sales contract, irrespective of the reason.

The fourteen (14) day withdrawal period runs from receipt of the goods by you, or your designated third party - other than the carrier.

To request an exchange or a refund, we ask that you fill in the withdrawal form and to return it packaged with the item(s) to be returned, to the following address :

Sartilly Industries - Reverdy
784 route de la Fieffé Mariette, Le Mesnil Tôve
50520 Juvigny les Vallées

or by email (for notices of withdrawal) via

The withdrawal period is considered respected if the notice of withdrawal or the return of the goods is carried out within the specified time limit.

You may choose between a refund or an exchange of the goods  :

  • For returns, return shipping is at the clients charge.
  • For exchanges, return shipping is at the clients charge. However, the cost of sending out the new goods is met by us. 

We strongly advise returning goods by registered mail.

As set out in our General Conditions of Sale, you must return to us the goods in an unused state, neither worn, nor damaged, clean, in the original packaging, accompanied by any and all accessories, the goods must not have been opened. Should this not be the case, the return will be considered as not compliant.

Consequences of withdrawal

In event of the cancellation of the contract of sale, we must refund you without unjustified delay and no later than fourteen (14) days following receipt of your withdrawal notice or return of goods, payments received and in the case of an entire order, the delivery costs – excluding Express delivery costs - included. The refund will be made using the same method that you used for the initial transaction, except with your express consent; in any event, you will not incur any cost for reimbursement, except for the cost of returning the goods.

We will defer the refund until we have received the goods and checked that they have been returned in a satisfactory condition.

You must return or give back the goods to us without delay and, in any event, no later than fourteen (14) days from the day that you informed us of your wish to cancel the contact of sale. This delay is considered respected if you return the goods before expiry of the fourteen (14) day delay. You are responsible for the costs relating to the return of goods are at your charge.

If you have withdrawn before taking receipt of the goods (after goods have been dispatched) or if you refuse the goods upon their delivery, you are responsible for the cost of returning the goods, and this charge will therefore be deducted from the refund.

You are only responsible for any depreciation of the goods resulting from handling other than that necessary to ensure the nature, characteristics and correct functioning of the goods.


This right of withdrawal cannot apply to perishable goods (horse feeds, balancers, vitamin & mineral supplements, nutritional supplements) nor to customised items.

In accordance with Article L121-21-8 of the French Consumer Code, established by Act n°2014-344 of the 17th March 2014 - art. 9 (V),  the right of withdrawal cannot be exercised for contracts to supply goods if items have been unsealed by the customer after delivery.


We have made a mistake ?

Despite all our care, we are not immune from making a small error! Should this arise, contact us by email.