1. RIGHT OF RETURN
If one of our in-stock products is unsuitable, including hair treatment products or massage and scalp diagnostic accessories, the Customer may request its return within thirty (30) days following receipt.
Before returning a product, the Customer must inform Sakura Head Spa of the return request and explain the reason for the return. Returned products must be unused, show no signs of wear and be returned complete, undamaged and in their original packaging.
Once the return has been approved by Sakura Head Spa, products already paid for may be refunded or exchanged, according to the Customer’s request and the terms agreed with Sakura Head Spa.
Return shipping costs, delivery charges and any applicable customs duties shall remain payable by the Customer and may not be charged to Sakura Head Spa, unless otherwise required by mandatory applicable law or where the return results from an error attributable to Sakura Head Spa.
For products manufactured or customised to order, including Head Spa equipment, the following conditions shall apply:
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If the Customer considers that the delivered product has a conformity defect, the Customer must notify Sakura Head Spa by email at
bonjour@sakuraheadspa.com
within a reasonable period after discovering the issue. The Customer must provide an accurate description of the alleged defect and all evidence reasonably required to assess it.
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If Sakura Head Spa confirms the existence of a defect and bringing the product into conformity, repairing it or replacing it is impossible, the Customer may obtain a refund of the amount paid for the affected product, subject to its return.
These provisions apply without prejudice to any mandatory statutory rights available to the Customer under applicable law.
2. WARRANTY AND AFTER-SALES SERVICE
2.1 Scope and duration
Sakura Head Spa equipment is covered by a contractual warranty for a period of two (2) years from the date on which the originally ordered product is first delivered.
This warranty exclusively covers the supply, replacement or, where possible, repair of technical components confirmed by Sakura Head Spa’s technical team to be defective due to a manufacturing defect or defective materials, provided that the equipment has been installed, used and maintained in accordance with the manufacturer’s instructions and recommendations.
Replacement under warranty
The provision of replacement equipment, a replacement component or a replacement part under the warranty does not constitute a new sale and shall not renew, extend or restart the original warranty period.
Replacement equipment, components and parts shall remain covered only for the unexpired portion of the warranty applicable to the initial delivery of the originally ordered product, subject to any mandatory provisions of applicable law.
2.2 After-sales service procedure
In the event of a malfunction, the Customer must contact Sakura Head Spa’s support team.
Any warranty assistance is conditional upon:
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Mandatory remote diagnosis: the Customer agrees to provide all information and evidence reasonably required to identify the origin of the malfunction, including photographs, videos, answers to technical questions or participation in a video call.
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Remote technical assistance: Sakura Head Spa’s team will provide remote support to guide the Customer through the necessary checks, maintenance procedures and, where applicable, replacement of parts.
The Customer agrees to report any malfunction within a reasonable period after discovering it and not to dismantle, modify or replace any component without Sakura Head Spa’s prior written approval.
If the Customer fails to provide the information or evidence required for the diagnosis, Sakura Head Spa may suspend its assessment of the case until the requested information has been received.
2.3 Liability limitations and intervention costs
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Parts, labour and travel costs: the warranty is strictly limited to the supply of parts confirmed to be defective and covered by the warranty. Physical technical interventions, diagnostic labour, dismantling, installation or part-replacement labour, and any technician’s travel expenses are not included.
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Professional intervention: where a physical intervention is required, the Customer must appoint and pay for a suitably qualified professional. The professional must strictly follow the technical instructions provided by Sakura Head Spa.
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Loss of business: to the extent permitted by applicable law, Sakura Head Spa shall not be liable for any loss of revenue, indirect loss or commercial damage resulting from the temporary unavailability of the equipment.
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Overall limitation: to the extent permitted by mandatory applicable law, Sakura Head Spa’s total liability shall be limited to the amount paid for the affected product.
2.4 Inspection upon delivery and transport damage
The Customer must inspect the condition of the goods upon delivery and, where possible, in the presence of the carrier.
Any visible transport-related issue, including impact damage, deterioration or missing parts, must be recorded accurately and in detail on the carrier’s delivery document. It must also be reported to Sakura Head Spa within twenty-four (24) hours following delivery, together with all relevant supporting evidence.
In the absence of specific reservations, the product shall be deemed to have been delivered without visible transport damage. This provision does not affect any mandatory statutory rights available to the Customer.
2.5 Installation, use and maintenance conditions
The correct operation of the equipment depends upon installation, use and maintenance in accordance with the instructions and technical recommendations provided by Sakura Head Spa.
The electrical installation and, where applicable, the plumbing connections shall be carried out under the sole responsibility of the Customer or the service provider appointed by the Customer.
The Customer must ensure that the installation complies with all requirements relating to water pressure and quality, electrical capacity, drainage, ventilation and the equipment’s conditions of use.
The Customer is responsible for ensuring that the equipment is correctly used and maintained by its employees, contractors, service providers and any other authorised users.
2.6 Warranty exclusions and invalidation
The warranty does not cover:
- normal wear and tear affecting components, including filters, seals, flexible hoses and consumable parts;
- abnormal, inappropriate or non-compliant use of the equipment;
- lack of maintenance, insufficient maintenance or failure to follow the operating instructions;
- limescale buildup, blockages, overfilling or the use of unsuitable maintenance or cleaning products;
- damage caused by an unsuitable environment, including excessive humidity, electrical surges, unsuitable water pressure or freezing conditions;
- an inadequate, unsuitable or non-compliant electrical or plumbing installation;
- any intervention, dismantling, repair, modification or replacement of a component carried out without Sakura Head Spa’s prior written approval;
- any intervention or reassembly carried out incorrectly or contrary to the technical instructions provided by Sakura Head Spa;
- damage resulting from an intervention performed by the Customer, its staff, its service provider or any third party.
Any intervention, modification, repair, installation or reassembly carried out without Sakura Head Spa’s prior written approval, contrary to its instructions or incorrectly, which causes or aggravates a malfunction, shall invalidate the warranty in respect of the affected components and any resulting damage.
2.7 Warranty holder and transfer
The warranty is strictly granted to the original purchaser.
It may not be transferred to a third party if the equipment is resold, assigned or otherwise transferred. Any resale, assignment or transfer of the equipment shall invalidate the contractual warranty, subject to any mandatory provisions of applicable law.
