Refund policy

RETURN AND REFUND POLICY

Last updated: 17 August 2026

We want you to be satisfied with your SÈV Nutrition order. This policy explains the conditions that apply to cancellations, returns, failed deliveries, damaged or incorrect products and refunds.

Nothing in this policy limits your statutory consumer rights under applicable French or European law.

CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel or amend an order that has not yet been dispatched, contact us as soon as possible at hello@maisonsev.com, quoting your order number.

We will make every reasonable effort to accommodate your request. However, once an order has entered preparation or has been dispatched, it may no longer be possible to cancel or amend it before delivery.

If your order has already been dispatched, you may exercise any applicable right of withdrawal as described below.

RIGHT OF WITHDRAWAL

If you are a consumer located in the European Union, you generally have 14 calendar days from the day on which you, or a person designated by you, receives your order to exercise your right of withdrawal.

You may exercise this right by:

Using the online withdrawal function available on our website;
Emailing hello@maisonsev.com; or
Using the model withdrawal form at the end of this policy.

Whichever method you use, you must send us a clear and unambiguous statement that you wish to withdraw from the purchase before the end of the 14-day period.

Please provide:

Your name;
Your order number;
The products concerned; and
The date on which the order was received.

You do not need to provide a reason for withdrawing.

If you use the online withdrawal function, we will send you an acknowledgement confirming receipt of your withdrawal request.

Refusing a delivery or failing to collect a parcel does not, by itself, constitute a valid exercise of the right of withdrawal. If you intend to withdraw, you must notify us separately.

After notifying us of your withdrawal, you must return the products within 14 calendar days.

Please contact us before sending anything back so that we can provide the correct return address and return instructions. Failure to follow our suggested instructions does not remove your statutory rights, but you remain responsible for returning the products safely and to the correct address.

The right of withdrawal does not apply where an exception provided by law applies. This may include sealed goods that cannot be returned for health-protection or hygiene reasons once they have been unsealed after delivery.

FOOD PRODUCTS AND RETURN CONDITION

Our products are intended for consumption. Food safety, hygiene and product integrity are therefore essential.

For a full refund on an eligible change-of-mind return, products should be:

Complete and unused;
Returned with every individual gel sachet unopened and undamaged;
Returned in their original retail box and packaging; and
Handled only to the extent reasonably necessary to examine the product.

Where a retail box is supplied with a tamper-evident food-safety seal or protective wrapper, that seal or wrapper must remain intact where required for the applicable health-protection or hygiene exception.

Where permitted by applicable law, we cannot accept a change-of-mind return for a sealed product that cannot be returned for health-protection or hygiene reasons once its seal, protective wrapper or individual sachet has been opened or broken.

Opening the outer delivery parcel solely to check its contents does not, by itself, prevent a return. These conditions concern the retail product packaging, any applicable food-safety seal and the individual gel sachets.

If a product has been handled beyond what was reasonably necessary to establish its nature, characteristics and condition, we may reduce the refund to reflect any resulting loss in value, where permitted by law.

These restrictions do not apply where a product is faulty, damaged, unsafe or does not conform to your order.

ORDERING THE WRONG PRODUCT OR FLAVOUR

If you order the wrong product or flavour, this will normally be treated as a change-of-mind return.

The product must meet the return conditions described above. Unless otherwise required by law, you are responsible for the direct cost of returning it to us.

We cannot guarantee an exchange. Where an exchange is not available, we will refund any eligible returned product and you may place a new order for your preferred product.

INCORRECT PRODUCTS SENT BY SÈV NUTRITION

If we send you a product or flavour that you did not order, contact us at hello@maisonsev.com as soon as possible.

Please provide, where reasonably possible:

Your order number;
A description of the error; and
Clear photographs of the products and delivery parcel.

Please do not consume the incorrect products. Keep all sachets, the retail box and the delivery packaging until we have responded.

We will provide instructions and arrange an appropriate replacement or refund. Where the error is ours, SÈV Nutrition will cover the reasonable cost of returning the incorrect products.

DAMAGED, DEFECTIVE OR UNSAFE PRODUCTS

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, leaking, improperly sealed or otherwise appears unsafe to consume, do not consume it.

Contact hello@maisonsev.com as soon as possible and provide, where reasonably possible:

Your order number;
A description of the problem;
Photographs of the affected product;
Its batch or lot number and best-before date, where visible; and
Photographs of the delivery parcel if it was damaged.

Keep the affected product and all relevant packaging until we have reviewed your request. We may require further information to investigate the issue with our manufacturer or delivery provider.

If a product is damaged, defective, unsafe or does not conform to the order, we will provide an appropriate remedy in accordance with applicable law. This may include replacement or refund.

SÈV Nutrition will cover reasonable return costs where we require an affected product to be returned.

REFUSED, UNCOLLECTED OR UNDELIVERABLE PARCELS

Refusing a parcel, failing to collect it, or allowing it to be returned because the delivery information supplied with the order was incorrect or incomplete does not automatically cancel the order and does not, by itself, constitute a valid exercise of the right of withdrawal.

If you intend to withdraw from the purchase, you must notify us in accordance with the Right of Withdrawal section above.

If a parcel is returned to us because it was:

Refused by the recipient;
Not collected from a collection point;
Undeliverable because nobody was available to receive it; or
Addressed using incorrect or incomplete information supplied with the order,

we will inspect the parcel after it is returned and contact you using the email address associated with the order.

You may request that the parcel be dispatched again. Where the failed delivery was not caused by SÈV Nutrition or the carrier, and where permitted by law, re-dispatch may be subject to payment of:

Any actual return-to-sender charge imposed on us by the carrier; and
The cost of the new delivery.

Returned parcels are not automatically refunded.

If you have separately exercised a valid statutory right of withdrawal, any refund will be handled in accordance with the Refunds section below. We will only retain or deduct amounts that we are legally entitled to retain or deduct.

You will not be charged for re-delivery or return-to-sender costs where the failed delivery resulted from an error by SÈV Nutrition or the carrier.

RETURN SHIPPING COSTS

For an eligible change-of-mind return, you are responsible for the direct cost of returning the products unless we agree otherwise or applicable law requires us to cover that cost.

If the return results from an error by SÈV Nutrition, or concerns a damaged, defective or non-conforming product, we will cover the reasonable return cost or provide an appropriate return method.

Please contact us before returning anything so that we can provide the correct return address and instructions.

Returning a product without contacting us first does not remove any statutory right you may have, but it may delay identification and processing of the return. We cannot accept responsibility for a parcel sent to an incorrect address.

We recommend using a tracked delivery service and retaining proof of dispatch.

REFUNDS

We will notify you after receiving and, where appropriate, inspecting the returned products.

Where you validly exercise your right of withdrawal, we will process your refund no later than 14 days after the date on which you informed us of your decision to withdraw.

For the sale of goods, we may withhold the refund until:

We have received the returned products; or
You have provided evidence that the products have been dispatched,

whichever occurs first.

For an eligible withdrawal, we will refund:

The amount paid for the eligible returned products; and
The cost of the least expensive standard delivery method offered for the original order, where required by applicable law.

Additional delivery costs resulting from your choice of an expedited, express or more expensive delivery method will not be refunded beyond the cost of our standard delivery option.

For a partial withdrawal, any refund of the original delivery cost will be determined in accordance with applicable law.

Refunds will be made using the original payment method unless expressly agreed otherwise. We will not charge you a refund-processing fee.

Where permitted by law, we may reduce the refund to reflect a loss in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and condition of the products.

Your bank or payment provider may require additional time to display the refund after we have processed it.

PRODUCTS NOT ELIGIBLE FOR A FULL CHANGE-OF-MIND REFUND

Subject to your statutory rights and applicable law, a full change-of-mind refund may not be available for:

Products returned after the applicable withdrawal or return period;
Individual gel sachets that have been opened, consumed, punctured, leaking or damaged after delivery;
Sealed products that have been unsealed after delivery where the applicable health-protection or hygiene exception applies;
Incomplete boxes or packs, to the extent their incompleteness results in a loss of value;
Products that have not been stored appropriately after delivery;
Products damaged through misuse or improper handling; or
Products that cannot reasonably be identified as having been purchased from SÈV Nutrition.

Where a product has merely lost value because it was handled beyond what was reasonably necessary to inspect it, we may reduce the refund rather than refuse the return, where required by applicable law.

This section does not exclude claims relating to products that were already damaged, defective, unsafe or non-conforming when delivered.

STATUTORY GUARANTEES

This policy is in addition to, and does not replace, the statutory guarantees and consumer protections available under applicable French and European law.

These include legal rights relating to goods that are faulty, unsafe or do not conform to the contract.