FAQs: Back
What are the conditions for returning a product?
In France, you have 14 days from receipt of your order to exercise your right of withdrawal without having to justify it. To be accepted, the product must be:
- Unopened, unused, and unsealed.
- Returned in its original sealed packaging, with all accessories and documents.
For hygiene and safety reasons, opened or unsealed products cannot be accepted for return.
How do I initiate a return?
Contact our customer service via the contact form, providing your order number and your wish to return the product(s). Our team will send you a return label within 48 hours with all shipping instructions. No returns can be made without this prior label.
Are return shipping costs my responsibility?
As part of exercising your legal right of withdrawal, return shipping costs are your responsibility, in accordance with Article L.221-23 of the Consumer Code. The amount varies depending on the carrier chosen and the country of shipment. Our customer service will provide you with an estimate when issuing the return label.
In some cases, NOOĀNCE may cover return shipping costs as a commercial gesture; this decision is made on a case-by-case basis and does not constitute an acquired right.
However, if the return is due to an error on our part or a defect found under the legal warranty, return shipping costs are fully covered by NOOĀNCE.
When will I be refunded?
Once your return is received and inspected, NOOĀNCE will process the refund within 14 days using the same payment method used for your order. In the case of a full order return, the initial delivery fees (standard rate) will also be refunded. Fees for any express delivery option chosen by you are not refunded.
I received a defective or wrong product. What should I do?
Contact our customer service via the contact form by attaching photos of the received product and its packaging. In case of an error on our part or a proven defect, NOOĀNCE covers all return and reshipping costs. A return label will be sent to you by email.
My package arrived damaged or appears to have been opened. What should I do?
Report it immediately to our customer service via the contact form. Be sure to keep the package, packaging, padding materials, and all contents received — do not discard them while the case is being processed.
Photos of the package and its contents will be requested. For orders of €200 or more, an official complaint to the competent authorities may be required in case of a package declared lost, empty, or stolen.
I received a free product as part of a promotion. Do I have to return it?
If you exercise your right of withdrawal on a purchase that includes a free product and you no longer meet the offer conditions, the free product must be returned along with the main product. Otherwise, its value will be deducted from the refunded amount.
NOOĀNCE sent me a product for commercial reasons (gesture, replacement, exchange). Can I return it?
Shipments made by NOOĀNCE free of charge, whether as a goodwill gesture, replacement product, or reshipment within a customer service case, are exclusively part of fulfilling the original contract. They do not constitute a new sale and therefore do not trigger a new withdrawal period. These products are not refundable or returnable.