Returns and refunds

Sanlis manages returns in accordance with French law. Our priority is your complete satisfaction.

1. Returns After Delivery

Your purchasing decisions should be simple, quick, and completely transparent. However, if you wish to return a product after delivery, you have 14 days from receipt of your order to request a return and refund, provided that the product has not been opened or used.

To initiate a return, please email us at contact@chykimport.com or complete our Contact Form with the following information:

  • Your order number;
  • The reference number(s) of the product(s) you wish to return;
  • The reason for the return.

Within 2 business days, our customer service team will send you an email containing all the information necessary to return the product(s).

Important: We do not offer exchanges — only returns and refunds.

Please note:

  • Please wait for our email containing the return instructions before sending an item back. Keep the product(s) in their original condition, including the packaging and labels.
  • You have a maximum of 7 days after our return approval to ship the product(s) to our address, following the instructions provided by our team.
  • Return address: Sanlis, 19 RUE DU MUSEE, 13001 MARSEILLE, FRANCE.

After receiving the return:

  • We will inspect the product(s) within 5 business days;
  • If everything complies with our Return Policy, your refund will be issued within 10 days.

2. Eligible and Non-Eligible Items

Eligible for return:

  • Products that are unopened, unused, and sealed in their original packaging, including protective cellophane or labels, where applicable;
  • Defective items that were damaged or broken during transportation.

Not eligible for return:

  • Products purchased as part of a promotion due to a short remaining shelf life;
  • Products that have been opened or used;
  • Any issue reported more than 14 days after the delivery date.

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where incorrect, damaged, or defective items were sent.

We recommend using the most economical registered shipping method with tracking available from your local post office. You must provide us with the tracking number for the returned parcel.

4. Undelivered Orders

An order may be returned to our warehouse for the following reasons: unknown recipient, incorrect or incomplete address, unclaimed delivery, refusal of delivery, or similar reasons.

Once the order has been received at our premises, we offer the following solutions:

  • Reshipment of the order at the customer's expense;
  • A discount code equal to the value of the order, less shipping costs;
  • A refund of the order amount, less shipping costs.

Orders returned for reasons not attributable to the customer (for example, an error by the carrier) will be reshipped at no additional cost or fully refunded, at the customer's choice.

Orders returned as “unclaimed” (meaning that the recipient was absent at the time of delivery and the order was not collected from the pickup point or post office) will be resolved by issuing a discount code corresponding to the value of the order less shipping costs.

5. Return Restrictions

Due to customs regulations, returns may be impossible in certain countries where re-export procedures are in place. In such cases, customs clearance, including payment of any applicable import duties, must be completed before a return can be authorized.

If customs duties are applied to an order and the customer refuses to pay them, the customs authorities may refuse the return. In such cases, the order may be destroyed or abandoned by customs. Sanlis cannot issue a refund in these circumstances, as payment of import duties is the sole responsibility of the customer.

Please note: As orders are shipped from France, returns may involve a re-export procedure that can result in additional costs, customs formalities, and restrictions depending on the destination country. We recommend that our customers check the regulations applicable in their country regarding importation and re-exportation before placing an order.

6. Refund Policy

Refunds may be granted in the following situations:

  • Orders cancelled before shipment;
  • Orders returned by postal services (unclaimed, refused upon delivery, or due to an incomplete or incorrect address) — refunded at the order value less shipping costs;
  • Valid returns of eligible items;
  • Approved claims concerning damaged, incorrect, missing, or expired products reported within a maximum of 14 days after delivery.

Claims relating to allergic reactions or dissatisfaction with the results of a product are not eligible for a refund. Product images displayed in our online store are provided for illustrative purposes only and do not constitute a contractual description of the product's properties. For example, packaging text or ingredient lists may differ due to changes made by the manufacturer.

Your refund will be processed within 7 business days.

You may also choose to receive a discount code corresponding to the value of your order or the relevant products. Discount codes are valid for 6 months from their date of issue.

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