Returns & Claims

La Maison du Parfum ℅ Niche Distribution LLC

Purpose of this policy

The purpose of this policy is to explain clearly:

  • the conditions for returning products,
  • the procedures for exercising the right of withdrawal ,
  • the management of defective products , preparation errors and damaged packages ,
  • the handling of complaints related to orders placed on the La Maison du Parfum website.

It applies to all orders placed by consumers via the website.

Right of withdrawal (online orders)

In accordance with the applicable regulations for distance selling, the customer has a period of 14 days from receipt of their order to exercise their right of withdrawal, without having to give a reason.

This period begins from:

  • upon receipt of the package, or
  • from the receipt of the last package in the case of delivery in several shipments.
Conditions for accepting returns under the right of withdrawal

For hygiene and safety reasons, only the following products can be returned :

  • unopened products,
  • unused products
  • products in perfect condition
  • products in their original intact and sealed packaging (cellophane, case, cap, etc.).

Any product that has been opened, tested, sprayed, damaged, or is unsuitable for resale, will not be eligible for a refund.

Return procedure
Prior request

Before returning any item, the customer is asked to contact customer service (via the website contact form or the address indicated in the legal notices/terms and conditions), specifying:

  • the order number ,
  • the name of the product in question,
  • the reason for the return (withdrawal, defective product, preparation error, damaged package, etc.),
  • and, if necessary, photos (product, packaging, parcel).

Customer service will indicate:

  • if a return is possible,
  • the return address ,
  • and, where applicable, the references to be mentioned on or inside the package.
Return shipment

Subject to validation by customer service:

  • The product must be carefully repackaged in suitable packaging.
  • The original packaging must be protected (no label should be stuck directly onto it).
  • The package must be sent to the address provided by La Maison du Parfum.

Unless there is a preparation error or a defective product for which the seller is responsible, the return costs remain the responsibility of the customer.

Refund

Subject to compliance with the above conditions and after receipt and verification of the returned products:

  • The refund is processed within a reasonable timeframe , generally between 14 and 30 days .
  • The refund will be issued via the same payment method used for the order, unless otherwise agreed.

Within the framework of the right of withdrawal covering the entire order, and in accordance with applicable regulations, the amount refunded includes:

  • the price of returned products,
  • as well as, where applicable, the initial standard delivery charges (excluding specific express or premium delivery options).

Return shipping costs are the responsibility of the customer, except in the case of an error attributable to La Maison du Parfum (product error, defective product, etc.).

Defective products, preparation error and damaged package
Defective product or preparation error

If, despite quality control, a delivered product has a defect or does not correspond to the order (incorrect reference, incorrect quantity, etc.), the customer is asked to contact customer service as soon as possible after receipt, providing:

  • the order number,
  • a description of the problem,
  • photos of the product and/or the package.

After analysis, La Maison du Parfum may propose, depending on the case:

  • a product replacement (subject to availability),
  • a refund ,
  • or any other suitable solution (credit note, goodwill gesture, etc.).

When the seller is at fault, return shipping costs are covered or a prepaid return label can be provided, according to the terms specified by customer service.

Package damaged upon delivery

If the package is visibly damaged upon delivery, it is strongly recommended to:

  • refuse the package or,
  • to make specific and detailed reservations on the delivery note (damaged or open package, missing or broken product, etc.).

The customer is then asked to contact La Maison du Parfum's customer service department promptly, providing the following information:

  • the order number,
  • photos of the package and its contents,
  • a copy of the reservations made to the carrier, if applicable.

These elements allow us to open an investigation with the carrier and to propose a solution (replacement, refund, etc.).

Deadlines for filing a complaint

To ensure efficient processing of cases, it is advisable to submit any complaint :

  • within 48 to 72 hours after delivery in case of damaged package or missing product,
  • within a reasonable time after a defect or non-conformity has been identified.

Any claim must be accompanied by concrete elements (order number, description, photos, etc.) in order to be studied.

Cases not eligible for reimbursement

In addition to the cases mentioned above, the following are not eligible for a refund:

  • Products that have been opened, sprayed, tested, or clearly used ,
  • products without original packaging or with packaging damaged in such a way as to prevent their resale,
  • products returned without prior validation by customer service
  • products returned outside the applicable withdrawal period.
Contact – Customer Service

For any questions relating to a return, a claim or the application of this policy, the customer can contact La Maison du Parfum customer service :

  • via the contact form available on the website,
  • or via the contact details provided in the legal notices and general terms and conditions of sale .