Returns & withdrawal

Returns, Refunds & Right of Withdrawal

pernoire AG | Hochbergerstrasse 158, 4057 Basel, Switzerland
Last updated: 24 September 2026

Our voluntary 30-day return policy and your statutory rights are separate. The conditions of our voluntary policy do not limit any mandatory consumer rights, including rights for faulty goods and the EU right of withdrawal below.

Our Voluntary 30-Day Return Policy

You may request a return within 30 days of receiving your order. To qualify under this voluntary policy, products must be unopened, unused and in their original condition, with all seals, tags and packaging intact. Please provide proof of purchase and obtain our approval before sending anything back.

Opened or used products, sale or discounted items, gift cards, Discovery Sets and samples are excluded from this voluntary policy. This does not exclude a statutory right of withdrawal where it applies or your rights if an item is faulty, damaged or incorrect.

To request a voluntary return, email info@pernoire.com with your order number, the items concerned and the reason for your request. We will explain how to return eligible items. Voluntary returns sent without prior approval may be refused and sent back at your expense.

Return Address & Shipping

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

Please include your name and order number so we can identify the return. Pack the products securely and keep proof of dispatch. You pay return shipping under our voluntary policy, unless the return results from our error, such as a faulty or incorrect item. We recommend a tracked service. Under the voluntary policy, you bear the risk of loss or damage during return shipping; the statutory rules apply to a statutory withdrawal.

Perfume is subject to dangerous goods transport requirements. Contact us before arranging a return so we can provide shipping instructions, and use a carrier and packaging suitable for the route. Do not send perfume through a service that prohibits it. These transport requirements do not remove any statutory right to return goods.

Promotional & Complimentary Items

Under our voluntary policy, promotional or complimentary items linked to the returned purchase must also be returned unopened and unused. If such an item is missing, opened or used, we may deduct its full retail value from the voluntary refund, up to the amount otherwise refundable.

For a statutory withdrawal, return any complimentary item whose qualifying purchase is withdrawn. Any claim for a missing item or loss of value is assessed under the applicable law; opening an item does not automatically result in a deduction of its full retail value.

Faulty, Damaged or Incorrect Products

Please inspect your order on arrival. If something is wrong, email info@pernoire.com with your order number and, where possible, photos. Contacting us promptly, preferably within 7 days, helps us investigate. This is a service request, not a deadline that limits your statutory rights.

We will review the issue and provide the remedy required by applicable law. Where the law allows us a choice, we may offer a replacement or refund. We bear the necessary return costs for a faulty or incorrect item where required by law or where the error is ours.

Exchanges

We do not offer direct exchanges under our voluntary policy. To choose a different fragrance, return the eligible original item and place a new order. Your statutory rights for faulty goods remain unaffected.

International Orders & Uncollected Parcels

Customs duties, import taxes and brokerage fees paid directly to customs authorities or carriers are not payments received by pernoire. We do not refund these third-party charges. Any recovery must be requested from the authority or carrier concerned, subject to their rules and your mandatory rights.

If a parcel is returned because you declined delivery, gave an incorrect address or did not collect it, contact us. Simply refusing or not collecting a parcel is not, by itself, an express withdrawal statement.

Outside the statutory withdrawal rules, you pay additional costs for a requested reshipment. If you request a refund instead, we first need the products returned for inspection. We may deduct outbound and return shipping costs actually incurred and, for a return caused by refusal to pay import charges, actual handling and processing costs, only to the extent permitted by law. We will provide an itemised breakdown. No automatic deduction, loss of refund or delay beyond the statutory rules applies where you have validly exercised a statutory right of withdrawal.

For other returns, any consequences of damage, loss or non-compliant return shipping are assessed under the applicable law. See our Shipping Policy.

EU Consumers — Statutory Right of Withdrawal

If you are a consumer and EU consumer law applies to your purchase, you may withdraw from an online purchase within 14 days, without giving a reason. The period runs from the day you, or a person you appoint other than the carrier, receives the goods. For one order delivered separately, it runs from receipt of the last item or part.

Tell us clearly that you wish to withdraw before the period expires. You can email info@pernoire.com, write to pernoire AG, Hochbergerstrasse 158, 4057 Basel, Switzerland, or use the online withdrawal form. The model form below is optional. No prior approval or reason is required, and you may also notify us before delivery.

Return the goods to the return address above without undue delay and no later than 14 days after telling us that you are withdrawing. Dispatch within that period is sufficient. You bear the direct return shipping costs if we informed you of this before purchase, unless we agreed to pay them. This does not affect our responsibility for return costs where an item is faulty or incorrect.

We reimburse payments received for the withdrawn purchase, including the cost of our least expensive standard delivery option, without undue delay and within 14 days of receiving your withdrawal. Extra costs for a more expensive delivery option are not refundable. We use the original payment method unless you expressly agree otherwise, at no cost to you.

We may withhold reimbursement until we receive the goods or you supply evidence of dispatch, whichever happens first, unless we have offered to collect them. No processing or restocking fee is charged for a statutory withdrawal.

You are responsible only for a loss in value caused by handling beyond what is necessary to check the nature, characteristics and functioning of the goods, provided we informed you of the right of withdrawal as required. We assess any such loss individually. Original packaging is helpful for safe return, but is not a blanket condition for exercising this right.

Statutory exceptions apply only when their legal conditions are met. In particular, the exception for unsealed hygiene goods applies only to goods genuinely unsuitable for return for health protection or hygiene reasons after their seal is removed. Perfume is not automatically excluded merely because it is perfume or its outer packaging has been opened.

Optional Model Withdrawal Form

To: pernoire AG, Hochbergerstrasse 158, 4057 Basel, Switzerland; info@pernoire.com

I/We hereby withdraw from the contract for the purchase of the following goods:
Goods and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s), only if sent on paper:

Delete whichever does not apply.

Refunds Under Our Voluntary Policy

After receiving and checking your voluntary return, we will confirm whether it meets the conditions above. Approved voluntary refunds are issued to the original payment method within 14 business days of receiving the eligible returned product. If more than 21 business days have passed since approval without receipt of the refund, contact us. Your bank may need additional processing time. The statutory withdrawal deadlines above take priority whenever that right applies.

We may refuse or reduce a voluntary refund if its conditions are not met. Any statutory deduction is limited to what the applicable law permits.

Fraud Prevention

We may review return patterns, request proportionate information to verify a purchase or claim, and contest fraudulent chargebacks with relevant records. These measures do not prevent you from exercising a lawful withdrawal, warranty or payment-dispute right, or extend a mandatory refund deadline.

Questions? Contact info@pernoire.com. Read this policy alongside our Terms of Service and Cancellation Policy. If there is a conflict concerning a statutory withdrawal, the statutory withdrawal section above takes priority.