Order cancellation

Cancellation Policy

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

Order Cancellations

If you would like us to stop an order before dispatch, email info@pernoire.com as soon as possible with your order number and full name.

Orders move quickly to our fulfilment centre. Once picking, packing or handover to a carrier has started, we may be unable to stop the shipment. A request to stop dispatch therefore does not guarantee an operational cancellation, and we review voluntary cancellation requests individually.

This does not limit a statutory right of withdrawal. If that right applies, you may exercise it before delivery as well as within the applicable withdrawal period, without our approval. If we cannot stop a shipment, the return and reimbursement rules in the statutory withdrawal section apply.

• Approved voluntary cancellation: we refund your payment through the original payment method. Outside a statutory withdrawal, we may deduct fulfilment, handling or processing costs already incurred, only to the extent permitted by law. We will explain any deduction.
• Shipment cannot be stopped: you can use an applicable statutory right or request a voluntary return after delivery under our Return & Refund Policy.

Outside mandatory legal rights and the pre-order arrangement below, pernoire is not obliged to accept a voluntary cancellation. Please check your order carefully before completing your purchase.

Pre-Orders

• You may cancel a pre-order at any time before dispatch by emailing info@pernoire.com.
• After dispatch, the applicable statutory withdrawal rules and our voluntary return conditions apply.
• We may cancel a pre-order if the product becomes unavailable, is discontinued or cannot be supplied as described. In that case, we refund the full payment through the original payment method.
• Estimated availability dates are given in good faith. If there is a delay and you choose to cancel before dispatch, you receive a full refund. Any further mandatory rights for delay remain unaffected.

Refund Processing

Refunds for approved voluntary cancellations are issued through the original payment method within 10 business days of confirmation. Your bank or card provider may need additional processing time. Where a statutory right of withdrawal applies, its statutory time limit and reimbursement rules take priority.

If you paid partly or wholly with a gift card, that portion is restored to a gift card or equivalent credit. A promotional discount is not a cash payment and is not paid out in cash. Any amount actually paid through another payment method is refunded to that method. This does not limit mandatory reimbursement rights.

Contact

Email info@pernoire.com with your order number and full name. For a statutory withdrawal, you can also use the online withdrawal form.

Read this policy alongside our Return & Refund Policy and Terms of Service. The statutory withdrawal rules take priority over conflicting voluntary cancellation terms.