Return and Refund Policy

This policy applies to orders placed on the ORALIVA website, accessible at [WEBSITE URL].

The information in brackets must be completed by the store manager before publication.

1. Right of withdrawal

In accordance with the Consumer Code, the consumer has a period of 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to justify their decision.

When several products from the same order are delivered separately, the period begins to run from the receipt of the last product.

2. How to exercise the right of withdrawal?

To exercise their right of withdrawal, the customer must inform ORALIVA of their decision before the expiry of the 14-day period.

The request can be submitted:

  • from the withdrawal function accessible here: [LINK TO WITHDRAWAL FUNCTION];
  • by email to: [CUSTOMER SERVICE EMAIL ADDRESS];
  • by mail to: [COMPANY POSTAL ADDRESS];
  • using the withdrawal form available at the end of this policy.

The request must include:

  • the customer's first and last name;
  • the order number;
  • the email address used for the order;
  • the products concerned;
  • a clear statement expressing the will to withdraw.

The consumer can use the form provided by ORALIVA or any other unambiguous statement. Since June 19, 2026, contracts concluded online must also allow for the free exercise of the right of withdrawal using an easily accessible function.

3. Return period

After communicating their decision to withdraw, the customer has 14 additional days to return the products concerned.

Products must be sent to the following address:

ORALIVA
[NAME OR COMPANY NAME]
[FULL RETURN SERVICE ADDRESS]
[POSTAL CODE, CITY AND COUNTRY]

The customer is invited to contact customer service before shipping to obtain logistics instructions and verify the applicable return address. This contact does not constitute a condition for exercising the legal right of withdrawal.

The customer must keep proof of shipment and, where possible, use a tracked delivery method. The law states that products must be returned no later than 14 days after notification of withdrawal.

4. Condition of returned products

Products must be returned:

  • with their original packaging;
  • with any accessories;
  • properly protected for transport;
  • without deterioration resulting from use beyond necessary handling.

The customer may be held responsible for any depreciation of the product when it results from handling other than that necessary to establish its nature, characteristics and proper functioning.

5. Opened products and hygiene rules

The right of withdrawal cannot be exercised for a product that:

  1. was sealed upon delivery;
  2. has been unsealed or opened by the customer;
  3. can no longer be returned for hygiene or health protection reasons.

This restriction may particularly concern a bottle of oral care product whose seal or security device has been removed after delivery. A product simply received and kept sealed remains eligible for the right of withdrawal during the legal period. This exception corresponds to article L. 221-28 of the Consumer Code.

ORALIVA reserves the right to refuse, for health reasons, the return of an opened, used, partially consumed product or one whose security device has been removed, when the legal conditions for this exception are met.

This restriction does not deprive the customer of their rights when a product is defective, damaged, non-compliant or different from the one ordered.

6. Return shipping costs

In the case of a simple change of mind, direct return costs are borne by the customer.

Return costs are borne by ORALIVA when it is confirmed that:

  • the product received is incorrect;
  • the product arrived damaged;
  • the product has a conformity defect;
  • an error attributable to ORALIVA or its logistics provider has been made.

The consumer normally bears only the direct costs of return, unless the seller agrees to bear them or has not informed them that they were responsible for them.

Packages sent freight collect or cash on delivery may be refused.

7. Refund

In case of valid withdrawal, ORALIVA refunds:

  • the price of the returned products;
  • the initial delivery costs corresponding to the standard delivery method offered when ordering.

Additional costs resulting from the express choice of a more expensive delivery method than standard delivery are not reimbursed.

The refund is made no later than 14 days after the date on which ORALIVA was informed of the withdrawal. ORALIVA may, however, defer the refund until the products are recovered or until proof of their shipment is received, whichever date is earlier.

The refund is made using the same payment method as that used for the order, unless the customer expressly agrees to the use of another method that incurs no fees.

The time it takes for the refund to appear on the customer's account may then vary depending on their bank or payment provider.

8. Damaged, defective or incorrect product

The customer is invited to check their package upon receipt.

When a product is damaged, defective, incomplete or different from the one ordered, the customer must contact ORALIVA as soon as possible at:

[CUSTOMER SERVICE EMAIL ADDRESS]

The request should ideally include:

  • the order number;
  • a description of the problem;
  • a photograph of the product;
  • a photograph of the packaging and shipping label;
  • any other information allowing the request to be examined.

After verification, ORALIVA may propose, depending on the situation and applicable rights:

  • product replacement;
  • sending the missing product;
  • a total or partial refund;
  • another solution accepted by the customer.

Requesting photographs does not limit the consumer's rights under the legal guarantee of conformity. For a new product, this guarantee can be invoked for two years from its delivery and its implementation must be free of charge.

9. Refused or uncollected package

When the package is returned to ORALIVA due to:

  • an incorrect or incomplete address provided by the customer;
  • failure to collect within the carrier's deadlines;
  • an unjustified refusal of the package;
  • inability to reach the recipient;

ORALIVA will contact the customer to determine the appropriate solution.

A new shipment may be offered. New delivery charges may be billed when the return results from incorrect information provided by the customer or failure to collect the package, unless otherwise provided by law.

10. Exchanges

ORALIVA does not necessarily offer direct exchanges.

When a customer wishes to receive another product, they can exercise their right of withdrawal under the conditions provided by this policy, then place a new order.

To be modified if the store wishes to offer direct exchanges.

11. Order cancelled before shipment

The customer can request cancellation of their order by contacting:

[CUSTOMER SERVICE EMAIL ADDRESS]

ORALIVA will do its best to interrupt the preparation of the order. However, if it has already been prepared, sent to the carrier or shipped, its immediate cancellation cannot be guaranteed. The customer can then exercise their right of withdrawal after receipt, under the conditions provided by this policy.

12. "Satisfied or Your Money Back" Commercial Guarantee

Optional section to keep only if ORALIVA actually offers this guarantee:

In addition to legal rights, ORALIVA offers a commercial guarantee of [30 / 60 / 90] days from [RECEIPT OF THE ORDER / DATE OF PURCHASE].

To benefit from this guarantee, the customer must:

  • contact customer service at [EMAIL ADDRESS];
  • provide their order number;
  • comply with the following conditions: [SPECIFIC CONDITIONS].

The commercial guarantee does not replace either the legal right of withdrawal or the legal guarantees of conformity and hidden defects.

Delete this section entirely if no commercial guarantee is actually offered.

13. Refusal of a return

A return may be refused when:

  • the request is made after the applicable deadlines have expired;
  • the returned product does not correspond to the product ordered;
  • the product has been intentionally damaged;
  • elements of the order are missing;
  • the sealed product has been opened and cannot be taken back for hygiene or health protection reasons;
  • the request is clearly abusive or fraudulent.

Each situation will be examined taking into account the consumer's legal rights.

14. Contact

For any questions regarding a return or refund:

ORALIVA
Email: [CUSTOMER SERVICE EMAIL ADDRESS]
Address: [POSTAL ADDRESS]
Phone: [PHONE NUMBER]
Customer service hours: [DAYS AND HOURS]

15. Standard withdrawal form

To be completed and sent only when the customer wishes to exercise their right of withdrawal.

To the attention of:

ORALIVA – [NAME OR COMPANY NAME]
[POSTAL ADDRESS]
[EMAIL ADDRESS]

I hereby inform you of my decision to withdraw from the contract for the sale of the following product(s):

Product(s) concerned:
[TO BE COMPLETED]

Order number:
[TO BE COMPLETED]

Order date:
[TO BE COMPLETED]

Date of receipt:
[TO BE COMPLETED]

Customer’s first and last name:
[TO BE COMPLETED]

Customer’s address:
[TO BE COMPLETED]

Email address:
[TO BE COMPLETED]

Date of request:
[TO BE COMPLETED]

Customer’s signature:
[Only if sent by post]