GENERAL CONDITIONS OF SALE

Update 02 april 2026 at 13h33.

1 – OBJECT / COMPANY

These general terms and conditions of sale are concluded between, on the one hand, the company: sarl sugar with capital of 90,000€ Intra-Community Tva Number: FR33435229695 and Siret: 435 229 695 000 42 and on the other hand: people wishing to make a purchase on the website www.sugar-international.com.

2 – PRICE

The prices of products offered by SUGAR are listed in euros (€), excluding tax (excl. tax) and excluding shipping, packaging, or order processing fees. They include the VAT rate applicable on the date of the order.

Prices are subject to fluctuation and may be modified at any time during the year without notice. Any change in the VAT rate will be automatically reflected in the product prices. Similarly, any new environmental taxes introduced will be incorporated into the product prices.

Products are billed according to the price list in effect at the time the order is placed, subject to stock availability.

In the event of a technical malfunction resulting in the failure to apply VAT at the time of the order, any buyer located in the European Union who does not benefit from specific rates will be liable for VAT.

In this case, the order will be placed on hold and the customer will be contacted to resolve the issue. A secure payment link will then be sent to them and will remain active for twenty-four (24) hours.

After this period, if payment has not been made, a new link may be generated, with an additional charge of two euros fifty (€2.50).

3 – ORDER

SUGAR undertakes to fulfill orders while supplies last. In the event of a product being out of stock, the customer will be notified before the order is confirmed. The products remain the exclusive property of SUGAR until the order has been paid in full.

By clicking the “Confirm” button or giving your “Agreement” at the end of the ordering process, the customer declares that they accept the order as well as these General Terms and Conditions of Sale in their entirety, fully and without reservation.

The data recorded by SUGAR constitutes proof of all transactions between SUGAR and the customer. The data recorded by the payment system constitutes proof of financial transactions.

Any order paid for and canceled prior to shipment, for any reason whatsoever, will result in either:

a credit note valid for one (1) year,
or a refund upon the customer’s written request.

Suspension of orders in case of non-payment

In the event of total or partial non-payment of an invoice by its due date, the company reserves the right to suspend any pending orders.

No orders may be shipped until all amounts due (principal, late fees, and any applicable charges) have been paid in full.

The customer may not claim compensation for this suspension.

Request for a treatment form

f the customer did not check the box to receive a treatment form when placing the order, a stamped envelope for returning the documents will be requested after the package is shipped.
If the customer sends their prescription via email before the package is prepared, the CERFA (treatment form) will be pre-filled and returned to the customer for finalization and signature before being sent to the CPAM.
If the customer does not wish to send their prescription via email, SUGAR cannot be held responsible for any refusal of reimbursement due to an issue with the completion of the treatment form.

Note: All prescriptions must be sent to contact@sugar-international.com, specifying the customer’s last name, first name, and order number.

4 – RETURN OF GOODS

SUGAR is committed to providing quality service and offers customers a clear and simplified return process.

In accordance with applicable legal provisions, customers who have purchased goods or services remotely have the right of withdrawal. The customer has a period of fourteen (14) days from receipt of the order to exercise this right and request a refund.

4.1 – Exceptions to the right of withdrawal

The right of withdrawal does not apply to the following goods:

Goods that have been opened and cannot be returned for reasons of hygiene or health protection;
Goods that cannot be separated from other items, such as Packs.

4.2 – Calculation of the time limit

The fourteen (14)-day period begins upon receipt of the goods. If the deadline falls on a Saturday, Sunday, or a public holiday, the period is extended until the next business day.

Before the expiration of this period, the customer must contact SUGAR to express their intention to withdraw. Simply returning the product or refusing to accept delivery does not constitute a valid expression of this intention.

4.3 – Returning products

The product must be returned to SUGAR no later than fourteen (14) days after the notice of withdrawal is given. The customer is responsible for return shipping costs.

The refund will be issued upon receipt of the goods at SUGAR’s premises. In accordance with Article L221-24 of the French Consumer Code, only shipping costs corresponding to the least expensive standard shipping option offered will be refunded

Due to their status as medical devices and to ensure their traceability (batch number and/or serial number), products must be returned in their original packaging. Any product returned without its original packaging will not be eligible for a refund or exchange.

4.4 – Returns outside the withdrawal period

For returns made outside the legal withdrawal period, no refund will be granted if the product does not have a defect covered by an after-sales service request.

In accordance with regulations applicable to medical devices and to ensure their traceability, any returned product must be sent back in its original, intact packaging. Otherwise, the return will not be accepted.

5 – PAYMENT METHODS

SUGAR accepts payments made by credit card or bank transfer. The following cards are accepted: Carte Bleue, Visa, Eurocard, and Mastercard.

For transfers made from a country outside the European Economic Area (EEA), an additional fee of forty euros (€40) will be charged.

Orders paid by bank transfer require a longer processing time, generally between ten (10) and fifteen (15) days.

Any order not paid within eight (8) days of confirmation will be automatically canceled.

6 – DELIVERY

Products are delivered to the shipping address provided by the customer during the ordering process. Orders are shipped in discreet, sturdy packaging to ensure the products are protected. There are no external markings that reveal the contents of the package.

Applicable shipping rates are available on the website at the time of ordering. Goods are shipped via the shipping method selected by the customer during the order process.

Upon receipt of the package, the customer is required to inspect the condition of the package and its contents in the presence of the delivery person and, if necessary, to note any reservations regarding the products themselves, not the external condition of the package. Any claims made after acceptance of the package will not be considered.

In the event of a package being returned due to an error or negligence on the part of the customer (incorrect address, no name on the mailbox, absence when the carrier arrives, failure to collect the package within the allotted time, etc.), the costs of reshipping will be borne by the customer and must be paid before any new shipment is made.

SUGAR cannot be held responsible for delivery delays resulting from strikes, exceptional weather conditions, or any other unforeseen legal circumstances affecting the transport of goods and merchandise.

The delivery times listed do not include the internal order processing time.

Delivery times within mainland France are generally a minimum of seventy-two (72) hours, and can be up to ninety (90) days for international shipments.

Note: Delivery times are no longer guaranteed by carriers.

Since shipping labels are generated automatically, the customer is asked to carefully verify their contact information before confirming the order. SUGAR cannot be held liable for failed deliveries due to incorrect or incomplete information provided by the customer.

Promotional offers (such as free shipping) apply only to deliveries made within France and do not apply to international deliveries.

If the customer chooses to use their own carrier, they assume full responsibility for and tracking of the package, from its pickup at SUGAR’s premises until its final delivery.

7 – TRANSPORTEURS

SUGAR offers several options for order delivery and pickup.

For any home delivery or delivery to a pick-up point, the customer is required to provide a valid mobile phone number.

If only a landline number is provided, preventing the carrier from contacting the customer and resulting in the return of the package, SUGAR INTERNATIONAL cannot be held liable, and no claims related to this situation will be accepted.

7.1 – Home Delivery – DPD

SUGAR cannot be held responsible for any delivery issues if the mobile phone number provided is incorrect or if the proof of delivery has not been signed.

In the event of a dispute, the recipient must note any reservations regarding the merchandise at the time of delivery and in the presence of the driver, and these must be recorded on the paper delivery slip. Otherwise, the merchandise will be considered delivered in good condition.

The recipient must provide the delivery person with the delivery code sent by DPD. If this code is incorrect, DPD France will not be able to complete the delivery. If the recipient has not received their code, they may, as an exception, sign the driver’s paper delivery slip.

7.2 – Home Delivery – Chronopost

SUGAR cannot be held liable for any delivery issues if the mobile phone number provided is incorrect or if the proof of delivery has not been signed.

The recipient must provide the delivery person with the delivery code sent by Chronopost. If this code is incorrect, Chronopost will not be able to complete the delivery. If the recipient has not received their code, they may, as an exception, sign the driver’s paper delivery slip.

7.3 – Pickup Point Delivery – Chronopost

SUGAR cannot be held responsible for any delivery issues if the mobile phone number provided is incorrect or if the proof of delivery has not been signed.

If the package is not picked up within eight (8) days of its arrival at the Pickup Point and is returned to us, the customer will be responsible for the reshipment costs for any new delivery.

7.4 – Delivery via La Poste – Lettre Suivie, Lettre Max, or Colissimo

Packages not delivered with a signature (France): SUGAR cannot be held liable, and no claims will be accepted.
Packages delivered with signature (International): In the event of non-receipt, the customer must submit a claim via certified mail with return receipt. SUGAR may then request that La Poste conduct an investigation. The processing time is at least forty (40) days. If the package is declared lost, a refund excluding shipping costs may be issued in the form of a store credit.

7.5 – Click & Collect

Customers may pick up their orders directly at SUGAR’s location in Gémenos (Bouches-du-Rhône), Monday through Friday from 9:00 AM to 12:30 PM, after receiving an email confirming that their order is ready.

In an effort to reduce costs and environmental impact, products are provided without bags or additional packaging. Customers are therefore asked to bring their own container for transporting their order.

7.6 – Pickup by a carrier designated by the customer

If the customer designates a carrier to pick up their package from our premises, the package will be provided in sturdy, discreet packaging. From the moment the carrier takes possession of the package, the customer assumes full responsibility for the package until its final delivery.

7.7 – Disputes in the event of a delivery marked as completed

f the package is marked as delivered but the customer claims not to have received it, the customer must:

Provide all available evidence regarding non-receipt;
Submit to SUGAR a sworn statement confirming non-receipt of the package.

Under no circumstances may the package be returned or replaced before the dispute with the carrier is resolved. SUGAR reserves the right to take all necessary steps with the carrier based on the documents provided by the customer.

7.8 – General Provisions

Delivery times are no longer guaranteed by carriers.
For any purchase with free shipping, SUGAR reserves the right to change the carrier selected by the customer without prior notice.
No package will be handed over to a third party without the customer’s prior written consent.

8 – ORDER PROCESSING TIME

Order processing times, which depend on stock availability, are generally at least seventy-two (72) hours, calculated in business days.

Orders placed on Friday, Saturday, or Sunday are processed starting Tuesday morning.
Orders placed on a holiday (other than Friday, Saturday, or Sunday) will be processed on the next business day.

Orders paid by bank transfer are subject to a longer processing time, generally between ten (10) and fifteen (15) days.

9 – CLAIMS

If a product is found to be damaged upon opening the package, the customer must contact SUGAR within forty-eight (48) hours of receipt and provide proof that the damage occurred during shipping and not after receipt.

After this forty-eight (48) hour period, no claims will be accepted.

SUGAR reminds customers that it is strongly discouraged to use perineal rehabilitation equipment during menstruation. Any damage to the equipment occurring during this period will not be covered by the warranty.

10 – CUSTOMER SERVICE

For any information or questions, our customer service team is here to help:

– by email: contact@sugar-international.com

– by phone: 00 33 (0)4 96 18 54 68 (Mondays, Tuesdays, and Thursdays from 9:00 AM to 12:00 PM and from 2:00 PM to 4:00 PM, and Wednesdays and Fridays from 9:00 AM to 12:00 PM)

11 – ADDITIONAL SERVICE

Original invoices for orders are available directly in the website’s customer portal as soon as the package is shipped, typically within 48 to 72 hours. This measure ensures that billing data is stored securely and in compliance with the GDPR.

Any request for a duplicate invoice must be submitted in writing to the email address contact@sugar-international.com. Each duplicate will be charged eight euros (€8.00 including tax).

By using the website, the customer agrees that their invoices will be archived and made available for viewing via their customer account, in accordance with data protection laws.

12 – PERSONAL INFORMATION

SUGAR undertakes not to disclose to third parties any information you provide to us. This information is confidential. It will be used by our internal departments solely for the purpose of processing your order and to enhance and personalize communications and product offerings reserved for SUGAR customers.

This provision does not prevent the overall sale of the company or the transfer of business operations to a third party. Consequently, in accordance with the French Data Protection Act of January 6, 1978, you have the right to access, correct, and object to the processing of your personal data. To do so, simply submit a request online or by mail, providing your last name, first name, address, and, if possible, your customer ID:

– by email: contact@sugar-international.com

– by mail: SUGAR INTERNATIONAL BP 51448 – 13785 AUBAGNE CEDEX.

13 – LIABILITY

The products offered comply with current French law and the standards applicable in France.

The photographs, texts, graphics, information, and product specifications reproduced and illustrating the products presented are not binding. Consequently, SUGAR cannot be held liable for any errors or omissions in any of these photographs, texts, graphics, information, or product specifications, or in the event of changes to product specifications made by suppliers.

Of course, if you have any questions about the products, you can contact our customer service department.

SUGAR shall not be held liable for the non-performance of the contract in the following cases: product out of stock or unavailability, force majeure, disruption due to total or partial strikes, particularly of transportation and/or communications services, flooding, fire, etc.

14 – INTELLECTUAL PROPERTY

All texts, comments, works, illustrations, and images reproduced on the websites published by SUGAR are protected by copyright and intellectual property rights worldwide.

As such, and in accordance with the provisions of the Intellectual Property Code, use is authorized solely for private purposes, subject to any different or more restrictive provisions of the Intellectual Property Code. Any other use constitutes an infringement and is punishable under intellectual property law unless prior written authorization is obtained from SUGAR. Any reproduction, in whole or in part, of the websites published by SUGAR is strictly prohibited.

15 – APPLICABLE LAWS

Disputes: This contract is governed by French law. Any disputes may be referred to our customer service department or by calling 00 33 (0) 496 185 468. If an amicable resolution cannot be reached, the courts of Marseille shall have exclusive jurisdiction to hear the dispute.

16 – CUSTOMER ENGAGEMENT

When you confirm your purchase on the order form, you agree to its terms and conditions as well as SUGAR’s general terms and conditions of sale, which are governed by French law and may be modified at any time without notice.

*Zone EEE : Espace Economique Européen, composé des pays suivants : Allemagne, Autriche, Belgique, Bulgarie, Chypre, Croatie, Danemark, Espagne, Estonie, Finlande, France, Grèce, Hongrie, Irlande, Islande, Italie, Lettonie, Liechtenstein, Lituanie, Luxembourg, Malte, Norvège, Pays-Bas, Pologne, Portugal, Roumanie, Royaume-Uni, Slovaquie, Slovénie, Suède, République Tchèque. Zone SEPA : Single Euro Payments Area – Espace unique de paiements en euros, composé des pays suivants : Allemagne, Autriche, Belgique, Bulgarie, Chypre, Croatie, Danemark, Espagne, Estonie, Finlande, France, Grèce, Hongrie, Irlande, Islande, Italie, Lettonie, Liechtenstein, Lituanie, Luxembourg, Malte, Monaco, Norvège, Pays-Bas, Pologne, Portugal, Roumanie, Royaume-Uni, Slovaquie, Slovénie, Suède, Suisse, République Tchèque. Zone EURO : constituée par l’Allemagne, l’Autriche, la Belgique, Chypre, l’Espagne, l’Estonie, la Finlande, la France, la Grèce, l’Irlande, l’Italie, la Lettonie, le Luxembourg, Malte, les Pays-Bas, le Portugal, la Slovaquie et la Slovénie.