Terms and conditions
These General Terms and Conditions are provided in English for information purposes. In the event of any discrepancy or difference of interpretation, the French version shall prevail.
Terms and Conditions of Sale applicable to consumers
Version in force as of 14 July 2026
These Terms and Conditions of Sale apply to orders placed by consumer customers on the website www.satsuki.fr.
By confirming an order, the Customer acknowledges having read these Terms and Conditions of Sale and accepting them without reservation.
Article 1 – Seller’s identity
The website www.satsuki.fr is operated by:
SATSUKI SASU
French simplified single-shareholder joint-stock company with share capital of EUR 20,000
Registered office: 167, Chemin du Bailly, 38440 Moidieu-Détourbe, France
SIRET number: 534 000 880 00045
Registered with the Trade and Companies Register of Vienne
Intra-Community VAT number: FR 25534000880
Telephone: +33 (0)9 73 16 64 39
Hereinafter referred to as “Satsuki” or the “Seller”.
Article 2 – Purpose, scope and declaration of consumer status
These Terms and Conditions of Sale define the respective rights and obligations of Satsuki and the Customer in connection with the distance sale of products offered on www.satsuki.fr.
They apply to orders placed by any natural person acting for purposes outside their trade, business, craft, liberal profession or agricultural activity.
Customers acting for the purposes of their professional activity are subject to the Terms and Conditions of Sale applicable to business customers.
The applicable Terms and Conditions are those accepted by the Customer when confirming the order. They are available at all times on the website and may be saved or printed.
By confirming an order governed by these Terms and Conditions, the Customer declares that they are acting exclusively for personal purposes, unrelated to any commercial, industrial, craft, liberal, agricultural, non-profit or institutional activity.
Any order placed for the needs of a professional activity must be made through a business account and using the information required to identify the purchasing company or organisation.
Satsuki issues the invoice on the basis of the information provided and the status declared by the Customer at the time of the order.
An invoice issued in the name of an individual cannot automatically be transferred to the name of a company after it has been issued. Any correction request will be reviewed in accordance with the applicable accounting, tax and technical rules.
Article 3 – Products offered
The essential characteristics of each product are presented on its respective product page.
Before placing an order, the Customer is invited to review the available information, in particular:
the product name;
its composition;
its quantity or weight;
its price;
its storage conditions;
any allergens;
its origin, where this must be stated;
any available precautions or instructions for use.
Photographs are provided for illustrative purposes. Minor differences may exist between the image displayed and the product actually delivered, in particular following a change to the packaging, labelling or presentation decided by the manufacturer.
Such differences may not, however, affect the essential characteristics of the product.
The information shown on the packaging of the delivered product takes precedence over photographs or graphic reproductions displayed on the website.
In the event of a food allergy or intolerance, the Customer must check the list of ingredients and allergens shown on the packaging before consumption.
Article 4 – Product availability
Product offers are valid while stocks last.
Despite the precautions taken to keep stock information up to date, a product may exceptionally become unavailable after an order has been confirmed.
In such a case, Satsuki will inform the Customer as soon as possible and, depending on the circumstances, offer:
a refund for the unavailable product;
cancellation and a refund of the order if performance has become impossible;
or, with the Customer’s express agreement, a replacement product.
No replacement product with different characteristics or a different price will be dispatched without the Customer’s agreement.
The refund will be made using the same payment method as that used for the order, unless the Customer expressly agrees to another method.
Article 5 – Prices
Prices displayed on the website for consumers are stated in euros and include all taxes.
The price charged is the price displayed when the order is confirmed, subject to any obvious pricing error.
Preparation, packaging and delivery charges are shown separately before final confirmation of the order.
Any customs duties, import taxes or charges payable in the country of delivery, where delivery is offered outside metropolitan France, remain the responsibility of the Customer. The Customer is responsible for obtaining information from the competent local authorities.
Satsuki may change its prices at any time. Such changes do not affect orders that have already been confirmed.
In the event of an obvious pricing error resulting in a price that is nominal or clearly unrelated to the actual value of the product, Satsuki may cancel the relevant order after informing the Customer and refunding all amounts paid.
Article 6 – Orders
The Customer selects the products they wish to purchase and adds them to their basket.
Before finally confirming the order, the Customer may check:
the selected products;
their quantity;
their price;
delivery charges;
the total order amount;
the billing address;
the delivery address;
the delivery method;
the payment method.
The Customer may correct any errors before confirming the order.
Final confirmation takes place when the Customer clicks the button that clearly indicates the obligation to pay.
The order becomes binding only after:
acceptance of these Terms and Conditions of Sale;
confirmation of the order;
and confirmation or authorisation of payment.
A confirmation email is sent to the Customer summarising the essential details of the order.
The Customer must provide accurate and complete information. Satsuki may not be held liable for any delay or inability to deliver resulting from an incorrect, incomplete or insufficiently precise address.
Article 7 – Refusal or cancellation of an order
Satsuki may refuse or cancel an order for a legitimate reason, including in the event of:
a payment incident;
proven or suspected fraud;
manifestly abusive use of the website;
an order containing quantities abnormally high for a consumer;
product unavailability;
inability to deliver to the address provided;
an obvious error concerning the price or characteristics of the product;
actual delivery costs that are excessively high compared with the amount charged;
a previous unresolved dispute concerning payment for an order.
The Customer will be informed of the cancellation and any amounts collected in respect of the cancelled order will be refunded.
An order that has already been prepared or handed over to the carrier may not necessarily be stopped. The Customer nevertheless retains all rights granted by law, including the right of withdrawal where applicable.
Article 8 – Payment
Payment is due when the order is placed.
The available payment methods are shown to the Customer during the ordering process.
Satsuki does not retain the Customer’s complete bank card details where payment is handled by a secure payment service provider.
Satsuki may suspend processing of the order in the event of refusal of payment authorisation, incomplete payment, suspected fraud or a verification request issued by the payment service provider. Cheques must bear the same name and address as the billing details.
The Customer warrants that they are authorised to use the selected payment method.
Article 9 – Preparation and delivery
Orders are delivered to the destinations and using the delivery methods offered on the website at the time of the order.
The estimated delivery date or delivery period is stated before the order is confirmed.
Where no date is stated or no other date has been agreed, delivery will take place no later than thirty calendar days after the contract is concluded.
The delivery period begins once payment has been confirmed.
Delivery times may vary depending on:
the destination;
the selected carrier;
the day and time of the order;
product availability;
periods of high activity;
any specific constraints notified before the order is placed.
The Customer must ensure that someone is available to receive the parcel or that the carrier’s delivery arrangements allow it to be delivered in suitable conditions.
An order containing products subject to temperature constraints may be subject to specific transport conditions presented before the order is confirmed.
Article 10 – Late delivery
In the event of a delay, the Customer is invited to contact customer service so that Satsuki can check the situation with the carrier.
Where Satsuki has not delivered the product on the announced date or within the announced period, the Customer may require Satsuki to make delivery within an additional reasonable period.
If Satsuki fails to perform within that additional period, the Customer may terminate the contract under the conditions laid down by the French Consumer Code.
The Customer may terminate the contract immediately where:
Satsuki refuses to deliver;
the delivery date or period constitutes an essential condition of the contract;
or it is clear from the circumstances that Satsuki will not deliver within the agreed period.
Where the contract is validly terminated, all amounts paid will be refunded within the statutory time limits.
Article 11 – Transfer of risk
The risk of loss of or damage to the products passes to the Customer when the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the products.
Where the Customer personally entrusts delivery to a carrier other than those offered by Satsuki, risk passes when the product is handed over to that carrier.
Article 12 – Receipt and inspection of the order
The Customer is invited to inspect the external condition of the parcel upon receipt.
Where the parcel shows visible damage, the Customer is advised to:
take photographs of the parcel before opening it;
enter precise reservations with the carrier where possible;
retain the parcel, protective materials and shipping label;
and promptly contact customer service.
Reservations made to the carrier facilitate the handling of the claim, but the absence of reservations does not deprive the consumer of their statutory rights against Satsuki.
After opening the parcel, the Customer is invited to inspect the contents of the order.
In the event of a missing, broken, damaged, non-conforming or incorrectly delivered product, the Customer must contact Satsuki and provide:
the order number;
the product concerned;
the nature of the problem;
and, where useful, photographs showing the damage or error.
The Customer must not dispose of the relevant products, their packaging or the parcel before receiving instructions from customer service, unless the product presents an obvious health or safety risk.
Article 13 – Food products, best-before dates and storage
The date of minimum durability, known in French as the DDM, is generally indicated by the words “best before”.
Passing a best-before date does not automatically mean that the product is unfit for consumption. However, it may have lost some of its taste, nutritional or organoleptic qualities.
Where products with a short-dated or expired best-before date are offered for sale, this information is disclosed to the Customer before the order is placed.
The use-by date, known in French as the DLC, is generally indicated by the words “use by”. The products concerned must be stored and consumed in accordance with the instructions shown on their packaging.
After receipt, the Customer is responsible for complying with the storage conditions stated on the products.
Satsuki may not be held liable for deterioration resulting in particular from:
unsuitable storage after delivery;
a break in the cold chain attributable to the Customer;
exposure of the product to excessive temperature;
failure to comply with storage instructions;
or consumption after an expired use-by date.
These provisions do not limit the Customer’s rights where the product was already non-conforming, damaged or unfit for consumption at the time of delivery.
Article 14 – Right of withdrawal
Subject to the exclusions set out in the following Article, the Customer has fourteen days in which to exercise the right of withdrawal without having to give any reason for the decision.
For contracts for the sale of goods, this period begins on the day on which the Customer, or a third party designated by the Customer other than the carrier, takes physical possession of the goods.
Where several goods ordered under the same order are delivered separately, the period begins on receipt of the last item.
The Customer may exercise the right of withdrawal:
using the withdrawal function available on the website;
using the model form provided at the end of these Terms and Conditions;
or by any unambiguous statement expressing the wish to withdraw.
The request must be sent before the fourteen-day period expires.
Where the Customer uses the online withdrawal function, the Customer will receive an acknowledgement of receipt on a durable medium stating, in particular, the content, date and time of the request.
Simply failing to collect a parcel, refusing it without a clear statement or allowing it to be automatically returned to the sender does not necessarily constitute valid exercise of the right of withdrawal.
Article 15 – Exclusions from the right of withdrawal
In accordance with Article L. 221-28 of the French Consumer Code, the right of withdrawal may not, in particular, be exercised in respect of:
products liable to deteriorate or expire rapidly;
products unsealed by the Customer after delivery that cannot be returned for reasons of hygiene or health protection;
products made to the Customer’s specifications or clearly personalised;
products which, after delivery and by their nature, have been inseparably mixed with other products;
alcoholic beverages whose delivery is deferred beyond thirty days and whose agreed value depends on market fluctuations beyond the trader’s control, where the statutory conditions are met;
audio or video recordings or computer software unsealed after delivery, where offered on the website.
The applicable exclusion depends on the actual nature of the product and the conditions under which it was delivered or opened.
The mere fact that a product is food does not therefore automatically exclude the right of withdrawal. The exclusion mainly concerns rapidly perishable products and unsealed products that cannot be taken back for reasons of hygiene or health protection.
Article 16 – Returns following withdrawal
The Customer must return the products no later than fourteen days after communicating the decision to withdraw.
Products must be returned to the following address:
SATSUKI – RETURNS DEPARTMENT
167, Chemin du Bailly
38440 Moidieu-Détourbe
France
The direct cost of returning the products is borne by the Customer, unless Satsuki has agreed to bear it or the product was delivered in error, is damaged or is non-conforming.
The Customer must choose a transport method suitable for the nature and value of the returned products. The Customer is advised to retain proof of posting and, where appropriate, use tracked delivery.
The Customer is liable for any diminished value of the product resulting from handling other than that necessary to establish its nature, characteristics and proper functioning.
Products must not have been used beyond what is necessary for their inspection.
Article 17 – Refund following withdrawal
Where the right of withdrawal is validly exercised, Satsuki will refund all sums paid, including the original delivery charges corresponding to the least expensive standard delivery method offered at the time of the order.
Additional costs resulting from the Customer’s choice of a more expensive delivery method will not be refunded.
The refund will be made no later than fourteen days after the date on which Satsuki was informed of the Customer’s decision.
Satsuki may withhold the refund until the product has been recovered or until the Customer provides proof that it has been dispatched, whichever occurs first.
The refund will be made using the same payment method as that used for the order, unless the Customer expressly agrees to another method and provided that this does not incur any fees for the Customer.
Article 18 – Statutory guarantee of conformity
Consumer Customers benefit from the statutory guarantee of conformity provided for in Articles L. 217-3 et seq. of the French Consumer Code.
The Seller must supply goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery, as well as any resulting from the packaging, assembly instructions or installation where installation was the Seller’s responsibility.
The Customer has a period of two years from delivery of the goods in which to invoke the statutory guarantee of conformity.
For new goods, any lack of conformity appearing within that period is presumed to have existed at the time of delivery, unless proven otherwise or unless that presumption is incompatible with the nature of the goods or the alleged defect.
The Customer may request repair or replacement of the goods, subject to the cost and proportionality conditions laid down by law.
The goods must be brought into conformity within a reasonable period, which may not exceed thirty days following the Customer’s request, free of charge and without major inconvenience to the Customer.
In the circumstances provided for by law, the Customer may obtain a price reduction or termination of the contract.
Termination of the contract may normally not be ordered where the lack of conformity is minor, unless otherwise provided by law.
Article 19 – Guarantee against hidden defects
The Customer also benefits from the statutory guarantee against hidden defects provided for in Articles 1641 to 1649 of the French Civil Code.
This guarantee applies where the product has a hidden defect that renders it unfit for its intended use or so substantially reduces that use that the Customer would not have purchased it, or would have paid a lower price, had the Customer been aware of it.
Proceedings must be brought within two years from discovery of the defect, subject to the limits laid down by law.
Where the relevant conditions are met, the Customer may choose between:
returning the product and obtaining a refund of the price;
or retaining the product and obtaining a reduction of the price.
Article 20 – Complaints and customer service
For any question or complaint concerning an order, the Customer may contact Satsuki:
using the website contact form;
by replying to the order confirmation email;
by telephone on +33 (0)9 73 16 64 39, Monday to Friday from 8:30 a.m. to 4:00 p.m.;
by post: Satsuki SASU, 167, Chemin du Bailly, 38440 Moidieu-Détourbe, France.
To facilitate handling of the request, the Customer must state the order number and provide the information needed to understand the issue encountered.
Satsuki will endeavour to find an amicable solution before any further action is taken.
Article 21 – Liability
Satsuki is liable for proper performance of the obligations arising from the distance contract under the conditions laid down by law.
However, Satsuki may not be held liable where non-performance or improper performance of the contract is attributable to:
the Customer;
an unforeseeable and unavoidable act of a third party to the contract;
or an event of force majeure.
Satsuki may not be held liable for use of a product contrary to its intended purpose, the manufacturer’s instructions or the precautions shown on its packaging.
Nothing in these Terms and Conditions limits or excludes any mandatory rights enjoyed by consumers.
Article 22 – Force majeure
Neither party may be held liable for a failure resulting from an event of force majeure within the meaning of Article 1218 of the French Civil Code.
The following may in particular constitute events of force majeure, where the statutory conditions are met:
a natural disaster;
a fire;
a flood;
an epidemic or exceptional administrative measure;
a general interruption of transport or communication services;
war;
a riot;
or any event reasonably beyond the control of the party concerned.
Where the impediment is temporary, performance of the obligation is suspended unless the resulting delay justifies termination of the contract.
Where the impediment is permanent, the contract may be terminated under the conditions laid down by law.
Article 23 – Personal data
Personal data collected when an account is created and an order is placed is processed in order to:
manage the Customer’s account;
record and fulfil orders;
process payments;
arrange delivery;
handle complaints and returns;
comply with accounting, tax and legal obligations;
prevent fraud;
and, where the Customer has consented or where permitted by law, send commercial communications.
Detailed information on this processing, retention periods and the Customer’s rights is set out in the privacy policy available on the website.
Subject to the conditions laid down by the applicable regulations, the Customer has rights including access, rectification, erasure, restriction, objection and data portability.
The Customer may also lodge a complaint with the French Data Protection Authority (Commission nationale de l’informatique et des libertés – CNIL).
Article 24 – Intellectual property
The website, its structure, texts, photographs, illustrations, databases, logos, trademarks and graphic elements are protected by intellectual property laws.
Any unauthorised reproduction, extraction, adaptation, exploitation or use, whether in whole or in part, is prohibited, except with Satsuki’s prior written authorisation or where permitted by law.
The purchase of a product does not grant the Customer any rights in the trademarks, photographs, descriptions or other content associated with that product.
Article 25 – Consumer mediation
In the event of a dispute, the Customer must first submit a written complaint to Satsuki in an attempt to resolve the dispute directly.
If the Customer is dissatisfied with the response, or if no response is received within the period provided for by the mediation scheme, the Customer may refer the matter free of charge to Satsuki’s consumer mediator:
MEDIATION – VIVONS MIEUX ENSEMBLE
www.mediation-vivons-mieux-ensemble.fr
2 impasse de Beauregard
54000 NANCY
France
[email protected]
IMPORTANT:
Never send original documents requested by the consumer mediator. Please send photocopies.
Never send defective or disputed products, or products for which a refund is sought, to the consumer mediator.
Please state your telephone number and email address.
The mediation request must satisfy the admissibility requirements laid down in Articles L. 611-1 et seq. and R. 612-1 et seq. of the French Consumer Code.
The Customer remains free to accept or reject the solution proposed by the mediator.
Article 26 – Governing law and settlement of disputes
These Terms and Conditions of Sale are governed by French law.
This choice does not deprive a Customer residing in another Member State of the European Union of any more protective mandatory provisions applicable under the law of the Customer’s country of residence.
In the event of a dispute that is not resolved amicably or through mediation, territorial jurisdiction will be determined in accordance with the ordinary rules applicable to consumers.
In particular, subject to the applicable statutory rules, the Customer may bring proceedings before the court for the place where the Customer resided when the contract was concluded or when the harmful event occurred.
Article 27 – Severability
If any provision of these Terms and Conditions is declared void, unlawful or unenforceable, the remaining provisions will remain in force.
To the extent possible, the relevant provision will be replaced by a valid provision having an economic and legal effect as close as possible to the original purpose, without affecting the consumer’s mandatory rights.
Article 28 – Amendments to the Terms and Conditions
Satsuki may amend these Terms and Conditions to reflect legislative, regulatory, technical or commercial developments.
Any amendments apply only to orders confirmed after they enter into force.
The version accepted when an order is placed will continue to apply to that order.
Model withdrawal form
Complete and send this form only if you wish to withdraw from your order.
To:
SATSUKI SASU
[POSTAL ADDRESS FOR WITHDRAWAL NOTICES]
[EMAIL ADDRESS]
I hereby give notice that I withdraw from the contract for the sale of the following product(s):
Order number:
Product(s) concerned:
Ordered on:
Received on:
Name of consumer:
Address of consumer:
Email address used for the order:
Date:
Signature of consumer, only if this form is submitted on paper: