Refund policy

Return & Refund Policy

pernoire AG | Hochbergerstrasse 158, 4057 Basel, Switzerland

Last updated: March 2026

Overview

We stand behind the quality of our products. If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions outlined below.

Eligibility

To be eligible for a return, the following conditions must be met:

  • The item must be unopened, unused, and in its original condition, with all seals, tags, and packaging fully intact.
  • You must have proof of purchase (order confirmation email or receipt).
  • The return must be requested and approved by our team before shipping. Items sent back without prior authorisation will not be accepted and may be returned to sender at the customer's expense.

Fragrance products are personal care goods. Once a product has been opened or used — even partially — it cannot be returned or refunded. This policy exists to protect the integrity, quality, and hygiene of our products for all customers.

How to Initiate a Return

To request a return, please contact us at info@pernoire.com with the following information:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return

Once your return is approved, we will provide you with instructions on how and where to send your package.

Return Address

Approved returns must be sent to:

pernoire AG c/o RMD Logistics GmbH & Co. KG Johann-Dahlem-Straße 54 63814 Mainaschaff Germany

Important: Please include a note inside the package with your full name and order number so we can identify and process your return promptly. Returns received without this information may experience significant processing delays.

Return Shipping Costs

Return shipping costs are the sole responsibility of the customer, unless the return is due to an error on our part (e.g. wrong item shipped or defective product). We recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged in return transit.

Promotional & Complimentary Items

If your order included a promotional or complimentary item (e.g. a free travel-size product included with a full-size purchase), this item must also be returned in unopened and unused condition to receive a full refund.

If the promotional item is not returned — or is returned in used or opened condition — its full retail value will be deducted from your refund amount.

Damages & Defective Products

Please inspect your order upon delivery. If you receive an item that is defective, damaged, or incorrect, contact us immediately at info@pernoire.com with photos of the issue. We will evaluate the matter and arrange a replacement or refund at our discretion.

Claims for damaged or defective items must be submitted within 7 days of delivery as shown by carrier tracking. Claims received after this period may not be honoured.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Products that have been opened, used, or had their seal broken — even if only used once
  • Sale items and products purchased at a discounted price
  • Gift cards
  • Discovery sets and sample products, unless defective
  • Products classified as hazardous materials (including perfume) where return shipping would violate transportation regulations
  • Orders shipped to destinations outside of Europe may be returned, however the customer is solely responsible for ensuring that the return shipment complies with all applicable international shipping regulations, including dangerous goods requirements for perfume (UN 1266, Class 3 flammable liquid). pernoire accepts no liability for returns that are confiscated, delayed, or destroyed due to non-compliant shipping by the customer

Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item (subject to the conditions above) and place a new order separately.

International Orders & Customs Duties

If you are returning an order for which you paid customs duties, import taxes, or brokerage fees, please note that pernoire cannot refund these charges under any circumstances. These fees are levied and collected by your local customs authority — not by pernoire — and are non-recoverable from us.

Additionally, if a package is returned to us due to refusal of delivery (including refusal to pay customs duties), an incorrect address provided by the customer, or failure to collect from the carrier, the following applies:

  • If you wish to have the order reshipped, you will be responsible for any additional shipping costs incurred.
  • If you do not wish to have the order reshipped, a refund will be issued minus the original shipping cost borne by pernoire and any return shipping charges incurred.
  • If a returned package is damaged or destroyed in transit due to the customer's refusal or non-collection, no refund will be issued.

European Union — 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification, in accordance with EU consumer protection regulations.

This right is subject to the same conditions: the product must be unopened, unused, with all original packaging and seals intact, and you must have proof of purchase. Return shipping costs remain the responsibility of the customer.

Please note: The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery. Perfume falls within this category once opened.

Refund Processing

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved:

  • Refunds will be issued to the original payment method within 14 business days of receiving the returned product in acceptable condition.
  • Please allow additional time for your bank or credit card provider to process and post the refund.
  • If more than 21 business days have passed since your refund was approved and you have not received it, please contact us at info@pernoire.com.

pernoire reserves the right to refuse a refund or issue a partial refund if the returned product does not meet the conditions outlined in this policy.

Fraud Prevention

To protect the integrity of our business:

  • We monitor return patterns and reserve the right to refuse service to anyone suspected of return fraud or abuse.
  • We may require additional verification or documentation before processing a return or refund.
  • By purchasing from pernoire.com, you agree to this Return & Refund Policy and acknowledge that any attempt to fraudulently claim a chargeback after receiving and using a product will be contested with full documentation of this policy and your agreement to it.

Contact

For any return or refund inquiries, please contact us at:

Email: info@pernoire.com

By placing an order on pernoire.com, you confirm that you have read, understood, and agree to this Return & Refund Policy.