Return Policy

Saha Essential is based in Belgium and sells to customers across the European Union. This policy sets out both your statutory rights under EU law and the additional return window we offer voluntarily.

Your statutory right of withdrawal (14 days)

Under the EU Consumer Rights Directive, you have the right to withdraw from your purchase within 14 days of the day you (or someone you nominate) physically receive the goods. You do not need to give a reason.

To exercise this right, tell us clearly before the 14 days are up — an email to elmrworks@gmail.com is enough. You may use the model withdrawal form below, but you are not obliged to.

Once you have told us, you have a further 14 days to send the goods back. We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.

Our 30-day return window

A contoured pillow usually takes a few nights to judge fairly, so on top of the statutory 14 days we voluntarily extend returns to 30 days from delivery. The extended window works the same way: tell us, send it back, we refund.

Condition

Please return the pillow in a condition that allows it to be handled and inspected. You may open the packaging and try the product, in the same way you would in a shop. You are only liable for any reduction in value caused by handling beyond what is necessary to establish the nature and characteristics of the product.

[REVIEW: hygiene exemption] If you ship your pillows in sealed hygiene packaging, EU law allows you to exclude returns of items unsealed after delivery. Decide whether you want to rely on this, and either state it here clearly or delete this paragraph. Do not claim it unless your packaging is genuinely sealed.

Return shipping costs

[REVIEW: who pays] State plainly whether you cover return postage or the customer does. Under EU law the customer bears the direct cost of returning goods only if you told them so before they ordered — if this is left unstated, the cost falls to you. Fill this in before you launch.

Refunds

We refund to the original payment method, including the standard outbound delivery cost you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard rate. You will not be charged a fee for the refund itself.

Faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, email elmrworks@gmail.com with your order number and a photo. This is separate from the withdrawal right above — your statutory guarantee against defects applies for two years from delivery, and we will repair, replace or refund at no cost to you.

Model withdrawal form

You may copy the text below into an email. Using it is optional.

To Saha Essential, [REVIEW: add your registered business name and postal address], elmrworks@gmail.com:

I hereby give notice that I withdraw from my contract of sale of the following goods:

Ordered on / received on: ____________
Order number: ____________
Name of consumer: ____________
Address of consumer: ____________
Date: ____________

Questions

Email elmrworks@gmail.com and we will tell you where to send the item.