Cancellation policy
Cancellation Policy
pernoire AG | Hochbergerstrasse 158, 4057 Basel, Switzerland
Last updated: March 2026
Order Cancellations
If you wish to cancel an order, please contact us at info@pernoire.com immediately, including your order number and full name.
Please note that submitting a cancellation request does not guarantee that the order can be cancelled. All cancellation requests are reviewed on a case-by-case basis and are subject to approval by pernoire at our sole discretion.
Orders are processed and forwarded to our fulfilment centre shortly after placement. Once an order has entered the fulfilment process — including picking, packing, or handover to a carrier — it can no longer be cancelled, even if it has not yet left the warehouse. Due to the speed of our fulfilment operations, this may occur within a very short time after the order is placed.
- If cancellation is approved: A refund will be issued to your original payment method. pernoire reserves the right to deduct any fulfilment, handling, or processing costs already incurred at the time of cancellation.
- If cancellation is not possible: The order will be shipped as normal. You may request a return once the order has been delivered, in accordance with our Return & Refund Policy.
pernoire is under no obligation to accept any cancellation request. We strongly encourage you to review your order carefully before completing your purchase.
Pre-Orders
If you place a pre-order for a product not yet available:
- You may cancel a pre-order at any time before the product ships by contacting us at info@pernoire.com.
- Once a pre-order has been dispatched, it can no longer be cancelled and will be subject to our standard Return & Refund Policy.
- pernoire reserves the right to cancel a pre-order at any time if the product becomes unavailable, is discontinued, or cannot be delivered as originally described. In such cases, a full refund will be issued to your original payment method.
- Estimated availability dates for pre-orders are provided in good faith but are not guaranteed. Delays do not entitle you to compensation beyond a full refund if you choose to cancel.
Refund Processing for Cancellations
Refunds for cancelled orders will be issued to the original payment method within 10 business days of the cancellation being confirmed. Please allow additional time for your bank or credit card provider to process the refund.
If payment was made via a voucher or gift card, the corresponding value will be reissued as a new voucher code.
Contact
To cancel an order, subscription, or pre-order, please contact us at:
Email: info@pernoire.com
Please include your order number and full name in all cancellation requests.
By placing an order on pernoire.com, you confirm that you have read, understood, and agree to this Cancellation Policy.