Refund policy

30-day return window from date of delivery  ·  Worldwide

01 — Claims & Returns

Distinction between claims and returns

Two distinct procedures apply under this policy. Fault-based claims address goods that are damaged, defective, or incomplete. Discretionary returns address goods returned for reasons unrelated to any fault. The conditions, procedures, and remedies differ accordingly.

02 — Fault-Based Claims

Damage, defects, and incomplete orders

If goods are delivered in a damaged condition, exhibit a manufacturer defect, or are incomplete relative to the confirmed order, Hormone Paris must be notified at customercare@hormoneparis.com within 30 days of the date of delivery. Notification must include the order reference and a description of the issue. Hormone Paris will acknowledge receipt and communicate its determination within 2 business days. This notification period is an internal procedural requirement and does not affect or limit any mandatory statutory guarantee rights available under applicable law.

Remedy

Subject to verification of the claim, Hormone Paris will dispatch a replacement at no charge. The handling of the original item — whether it is to be retained or returned to Hormone Paris — is determined on a case-by-case basis following assessment. Hormone Paris reserves the right to request return of the original item where it considers this necessary for quality control, carrier proceedings, or verification purposes. Where such a return is required, Hormone Paris will issue written instructions and a prepaid return label.

Evidence required

All claims require documentary evidence before a replacement can be issued. The following forms are accepted:

• Clear photographic evidence of the item and its packaging, sufficient to demonstrate the alleged damage or defect
• Photographic evidence of the outer shipping carton and carrier label, required for all transit damage claims
• Photographic evidence of the complete order contents as received, set out in a single image, required for all incomplete order claims
• Video documentation where the nature of the defect cannot be adequately demonstrated by still imagery (e.g. a malfunctioning atomiser or mechanical component)

03 — Discretionary Returns

Conditions for return

Hormone Paris accepts returns of goods that are unopened, unused, and in their original condition, with all factory seals intact, all original components present, and in their original packaging. Returns must be requested within 30 days of the date of delivery.

Return shipping costs are borne by the customer. Hormone Paris does not issue prepaid return labels for discretionary returns.

Prior authorisation required

All returns require prior written authorisation from Hormone Paris before any item is dispatched. Contact customercare@hormoneparis.com with the order reference and reason for return. Hormone Paris will issue written authorisation and the designated return address upon approval. Goods returned without prior authorisation, or dispatched to an address other than the one specified by Hormone Paris, will not be accepted and will be returned to the sender at the sender's expense.

04 — Summary of Situations and Remedies

Situation	Resolution
Shipping damage Goods arrive in damaged condition attributable to transit.	Fault-based claim — Replacement Replacement dispatched subject to evidence review. Handling of the original item determined by Hormone Paris following assessment.
Manufacturer defect Goods exhibit a production fault upon receipt (e.g. defective atomiser, compromised seal).	Fault-based claim — Replacement Replacement dispatched subject to evidence review. Handling of the original item determined by Hormone Paris following assessment.
Incomplete order One or more items confirmed in the order are absent from the parcel upon delivery.	Fault-based claim — Replacement Missing item or full replacement dispatched subject to evidence review and Hormone Paris's assessment.
Discretionary return Goods are unopened, unused, all seals intact, within 30 days of delivery.	Return — Refund upon receipt Return shipping at customer's expense. Refund issued upon receipt and satisfactory inspection.

05 — Exclusions from Discretionary Return

Non-returnable goods

The following goods are excluded from the discretionary return policy. This exclusion does not affect rights under the fault-based claims procedure, nor does it limit any mandatory statutory rights available under applicable law:

• Gift sets and bundled collections
• Gift cards and electronic vouchers
• Limited edition and numbered releases
• Goods purchased at a reduced, promotional, or sale price
• Goods that have been opened, used, or whose original factory seals have been broken

European Union — Statutory Right of Withdrawal

Orders delivered within the European Union carry the statutory right of withdrawal within 14 days of the date of delivery, for any reason and without justification, pursuant to EU Directive 2011/83/EU on consumer rights. To exercise this right, goods must be returned in their original, unopened condition with all seals intact. Under Article 16(e) of the same Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed by the consumer. Hormone Paris treats perfumery products with broken original seals as falling within this exception. Any questions regarding the application of this provision to a specific order should be directed to customercare@hormoneparis.com before unsealing the product. Return shipping costs are borne by the customer. Withdrawal requests must be initiated by contacting customercare@hormoneparis.com.

06 — Refunds

Refunds are applicable exclusively to approved discretionary returns and to eligible EU statutory withdrawal requests. Fault-based claims are resolved by replacement only; no monetary refund is issued for such claims.

Upon receipt and satisfactory inspection of a returned item, Hormone Paris will communicate its determination within 2 business days. Where a return is approved, the refund will be credited to the original payment method. Processing times of up to 10 business days may apply depending on the card issuer or payment provider. Original shipping charges are non-refundable, save where an error is attributable to Hormone Paris or where applicable mandatory law provides otherwise.

Where a refund has been approved and 15 or more business days have elapsed without the credit appearing, please contact customercare@hormoneparis.com.

07 — Contact

Orders, Returns & Complaints: customercare@hormoneparis.com
Press & Collaborations: press@hormoneparis.com
Trade & Distribution: trade@hormoneparis.com

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