Refund policy

🧴 Refund Policy – Jouvessence

At Jouvessence, we care about quality and our customers' satisfaction. Every order is carefully prepared and checked before it ships. However, if you are not completely satisfied with your purchase, you have a legal period of 14 days from the date you receive your package to exercise your right of withdrawal, in accordance with Article L221-18 of the French Consumer Code.

🚫 Products Not Eligible for a Refund

For hygiene and safety reasons, cosmetic products cannot be returned, exchanged or refunded once they have been opened, used or unsealed (Article L221-28 of the French Consumer Code). This includes, in particular, serums, creams, masks, exfoliants, and any other product whose bottle, tube or jar has been unsealed.

Only products that are intact, unopened and in their original packaging can be returned and refunded.

💬 Return Procedure

Before returning anything, please contact us through the form: https://jouvessence.com/en/pages/contact. Our team will tell you how to proceed and will confirm whether the return is approved.

- Return within 14 days of receiving your package,
- Products in their original condition, unopened and undamaged,
- Order number or proof of purchase to be included.

🚚 Return Shipping Costs

Return shipping costs are the customer's responsibility, except in the case of an order-preparation error or a product that is defective on arrival. In those specific cases, Jouvessence will cover the costs (subject to approval and photo proof).

💳 Refund

Once the products have been received and inspected, the refund is issued within 7 to 10 business days to the same payment method used for the purchase.

We cannot refund:
- Opened, used or damaged products,
- Incomplete promotional sets,
- Samples or free gifts.

❗ Defective Product or Order Error

If you receive a damaged or incorrect item, please contact us within 48 hours of receiving it through the form: https://jouvessence.com/en/pages/contact.

Please include:
- A photo of the product concerned,
- The order number,
- A description of the problem.
Our customer service team will offer you an exchange, a store credit or a refund, depending on the case.

📍 Return Address

Jouvessence – Service Retours, 176 avenue Charles de Gaulle, 92200 Neuilly-sur-Seine, France

Legal information: 14-day right of withdrawal (Art. L221-18 of the French Consumer Code). Exceptions for sealed goods that cannot be taken back for hygiene/health protection reasons if they have been unsealed (Art. L221-28). This policy does not affect your statutory rights.