Delivery and returns

Subject to product availability and validation of payment, orders are generally prepared and handed over to the carrier within 1 to 3 working days following their confirmation.

Orders placed at the weekend or on a public holiday in France are processed from the next working day.

This period covers only the preparation and dispatch of the order. It is not a delivery time.

During launch periods, periods of high activity or festive periods, preparation may take longer. In the event of a significant delay affecting the delivery of the order, the customer is informed as soon as possible.

BETENOIR delivers only to the destinations offered to the customer at checkout.

The available delivery methods, their prices and the applicable delivery date or time are given to the customer before the order is finally confirmed. Where applicable, this information is also set out in the order confirmation.

Unless a date or time has been expressly agreed, the order is delivered no later than thirty days after the conclusion of the contract, in accordance with the French Consumer Code (Code de la consommation).

Standard delivery is free:

• with no minimum purchase for orders delivered to metropolitan France;

• from 65 euros including VAT for orders delivered to the other European Union countries offered at checkout.

For orders below the applicable threshold, delivery costs are shown before the order is finally confirmed.

As perfumery products containing alcohol are subject to specific transport rules, some products, delivery methods or destinations may not be available. Only the options actually offered at checkout can be selected.

If, exceptionally, an order cannot be shipped because of a regulatory or transport restriction applying to the chosen destination, BETENOIR informs the customer and refunds the amounts collected for the products concerned.

Once the order has been handed over to the carrier, the customer receives a confirmation e-mail containing, where available, a tracking number or link.

Tracking information is provided by the carrier and may take several hours to be updated.

The customer must check that the delivery information provided when placing the order is accurate and complete, in particular:

• the recipient’s name;

• the full address;

• the apartment number, floor or access code;

• the postcode and city;

• the country;

• a telephone number allowing the carrier to arrange delivery.

Any request for a change must be sent as soon as possible to contact@betenoir.com.

BETENOIR will make its best efforts to take the request into account, but no change can be guaranteed once preparation has started or the order has been handed over to the carrier.

Where a delay, loss or delivery to a third party results from an inaccurate or incomplete address provided by the customer and not corrected in time, BETENOIR may be released from all or part of its liability, in accordance with article L. 221-15 of the French Consumer Code.

In the event of a delay, the customer is invited to check the parcel tracking and then contact contact@betenoir.com, stating their order number.

If the order is not delivered on the agreed date or within the agreed time or, failing any specific indication, within thirty days following the conclusion of the contract, the customer may ask BETENOIR to make the delivery within a reasonable additional period.

If delivery does not take place within this additional period, the customer may terminate the contract under the conditions laid down by the French Consumer Code.

The customer may also terminate the contract immediately where BETENOIR refuses to deliver, or where the delivery date was an essential condition of the contract and this condition had been brought to BETENOIR’s attention before the order.

Where the contract is duly terminated for non-delivery, BETENOIR refunds the sums due within the legal time limits.

BETENOIR remains responsible for the order until the customer, or a third party designated by the customer, takes physical possession of it, unless the customer chooses a carrier that was not offered by BETENOIR.

If a parcel is lost or its tracking stops abnormally, the customer must contact contact@betenoir.com. BETENOIR will carry out the necessary checks with the carrier and inform the customer of the action taken on the request.

If the tracking shows that the parcel has been delivered but you have not received it, first check your letterbox, with your neighbours, your caretaker or the collection point, then write to us as soon as possible at contact@betenoir.com, as carriers only open an investigation within a limited period. We open a claim with the carrier; to process it, we may ask you for a dated and signed declaration of non-receipt.

If the carrier cannot establish that the parcel was handed over to you, we send the order again or refund it, as you choose. If it provides proof of delivery, we forward it to you. If you dispute it, write to us: you keep all your rights.

Where a parcel is returned to BETENOIR because of an incomplete or manifestly incorrect address, failure to collect it within the time indicated by the carrier, an unjustified refusal or an inability to deliver attributable to the customer, BETENOIR contacts the customer after receiving and checking the parcel.

Subject to the condition of the products, the customer may request:

• a new shipment, after payment of the new delivery costs; or

• a refund of the refundable amounts in accordance with the applicable regulations.

Where the law allows, additional costs directly caused by incorrect information provided by the customer or by failure to collect the parcel may remain payable by the customer, provided that they are real, justified and brought to the customer’s attention.

This provision does not apply where the failed delivery is attributable to BETENOIR or to the carrier chosen by BETENOIR.

If you refuse an intact parcel, write to us to say whether you would like a new shipment or a refund. In the event of a refund, the return costs charged by the carrier remain payable by you and are deducted from the refund, as for any return. A visibly damaged parcel may be refused at no cost: let us know.

The customer is invited to check the external condition of the parcel on receipt and, where possible, to report any irregularity to the carrier immediately.

In the event of a damaged parcel, a missing product or a non-conforming product, the customer must contact contact@betenoir.com as soon as possible, providing:

• their order number;

• a description of the problem;

• photographs of the parcel, the shipping label and the products received.

The absence of photographs or of reservations made to the carrier does not automatically deprive the consumer of their legal rights. BETENOIR may nevertheless request the information reasonably necessary to examine the claim.

These arrangements do not limit the consumer’s rights under the seller’s liability and the statutory guarantees.

BETENOIR delivers only to the European Union countries offered at checkout. For delivery within the customs and VAT territory of the European Union, no customs duties are payable and the prices displayed include all taxes. A few areas with a special regime are excluded (in particular Livigno, Campione d’Italia, Büsingen, Heligoland, Mount Athos and the Åland Islands): write to us before ordering.

A customer who is a consumer has 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to justify their decision. They may do so online, in particular, from the “Withdrawal” page of the site.

A 37 ml or 73 ml bottle whose sealed packaging has been opened cannot be returned under the right of withdrawal, in accordance with article L. 221-28, 5° of the French Consumer Code. Unless the product is defective, damaged or non-conforming, return costs are borne by the customer.

The terms of return and refund are set out in the refund policy.

Withdraw from contract here

For any question about the shipping or delivery of an order:

contact@betenoir.com

In accordance with the French Consumer Code (Code de la consommation), a customer who is a consumer has a period of 14 calendar days from receipt of their order to notify their decision to withdraw, without having to justify that decision.

Where several products in the same order are delivered separately, this period runs from receipt of the last product.

To exercise this right, the customer notifies, before the period expires, a clear statement expressing their wish to withdraw:

• online, on the “Withdrawal” page of the site (betenoir.com/en/pages/retractation): button “Withdraw from contract here”, then “Confirm withdrawal”;

• from their customer account, under “Orders”, for an order placed with that account;

• by e-mail to contact@betenoir.com; or

• by post to ROCNE, Boutique L’ENTROPISTE, 59 rue des Francs Bourgeois, 75004 Paris, France.

Withdraw from contract here

The customer may use the withdrawal form set out at the end of this policy, although this is not mandatory.

BETENOIR sends the customer, without delay and by e-mail, an acknowledgment of receipt of their withdrawal, setting out its content and the date and time it was received.

Our 37 ml and 73 ml bottles are delivered in sealed packaging. Once this packaging has been opened, the bottle can no longer be returned, exchanged or refunded.

In accordance with article L. 221-28, 5° of the French Consumer Code (Code de la consommation), the right of withdrawal cannot be exercised for sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the customer after delivery.

So that you can discover the fragrance before opening the bottle, every order of a bottle includes a free 1.5 ml miniature of the same fragrance. Smell the miniature first: if the fragrance does not suit you, the bottle, as long as its packaging remains sealed, can be returned under the terms of this policy.

As long as its packaging remains sealed, a bottle can also be exchanged for another fragrance or size, on request to contact@betenoir.com within 14 days of delivery. Return and reshipping costs are borne by the customer; any price difference is refunded or paid before the new shipment.

This rule does not apply to products received damaged, defective or non-conforming (see article 6).

After notifying their decision, the customer has a further 14 calendar days to return the products to the address that will be provided by our customer service.

The products must be properly protected and, as far as possible, returned in their original packaging. The 1.5 ml miniatures given free with a bottle do not have to be sent back.

The customer is liable for any diminution in the value of the product resulting from handling other than what is necessary to establish the nature, characteristics and proper functioning of the product.

Where a product that can still be returned has been used beyond this handling, for example sprayed, the resulting diminution in value, which may be as much as the value of the product, is deducted from the refund.

A bottle whose sealed packaging has been opened cannot be returned (see article 2).

Unless the product is defective, damaged or non-conforming:

• the costs of return are borne by the customer, regardless of the country of dispatch.

The customer must keep proof of dispatch showing a tracking number. BETENOIR cannot be held liable for a return parcel that is lost before it is received.

Returns sent on a cash-on-delivery basis are not accepted. Always put your order number in the parcel: without it, we cannot identify you.

In the event of a valid withdrawal, BETENOIR refunds:

• the price of the products returned;

• the initial delivery costs corresponding to the least expensive standard delivery method offered at the time of the order.

The additional amount paid for an express or more expensive delivery method is not refunded.

The refund is made within a maximum of 14 days from notification of the withdrawal. BETENOIR may, however, defer the refund until the products have been recovered or until proof of dispatch has been received, the date taken being that of whichever of these events occurs first.

The refund is made using the same means of payment as that used for the order, unless the customer expressly agrees otherwise.

If a product is received damaged, if it leaks, if its spray does not work or if it does not conform to the order, write to us at contact@betenoir.com stating your order number and the problem, with photographs of the product, its batch number, its packaging and the parcel.

Keep the product and its packaging until your request has been dealt with: we may ask you to send it back to us for examination, at our expense.

You may choose between replacement of the product and, where possible, its repair. If your choice is impossible or disproportionately costly, we give you the reason in writing and carry out the other solution; if neither is possible, you may obtain a price reduction or a refund, under the conditions set out in article 10 of the Terms of Sale. The costs of return and of reshipment are borne by us.

These provisions apply without prejudice to the statutory guarantee of conformity (garantie légale de conformité) and the guarantee against hidden defects (garantie des vices cachés).

The 1.5 ml miniatures given free with a bottle remain the customer’s to keep, even when they withdraw from the purchase of that bottle: they do not have to be returned and their value is not deducted from the refund.

La Découverte voucher

Each La Découverte set purchased entitles the customer to a 37 euro voucher, to be used on a 37 ml or 73 ml bottle. Only one voucher can be used per order, however many bottles it includes. This voucher cannot be exchanged for cash.

Once a voucher has been used, the corresponding set can no longer be refunded. In the event of withdrawal or cancellation by the customer, the amount of the voucher used (37 euros) is deducted from the refund for La Découverte, up to the price paid for it: no amount is therefore refunded for La Découverte.

If the bottle bought with the voucher is also withdrawn from, the amount deducted is given back: the customer is then refunded in full for the sums paid for La Découverte and for that bottle.

If the voucher has not yet been used, it is deactivated when La Découverte is withdrawn from.

Where the order includes several La Découverte sets, each voucher corresponds to one set. A returned set is refunded as long as the customer keeps at least as many sets as vouchers used; beyond that, the amount of the vouchers used is deducted as set out above. Unused vouchers from returned sets are deactivated. These rules do not apply where La Découverte is received damaged, defective or non-conforming (article 6), nor where the order is cancelled by BETENOIR.

BETENOIR sells its products only on the betenoir.com website. A product purchased elsewhere is subject to the return policy and statutory guarantees of the seller from which it was purchased. BETENOIR cannot guarantee the authenticity or condition of a product purchased from another seller, in particular on a resale platform. If in doubt, write to us at contact@betenoir.com with a photograph of the bottle and its batch number. These provisions are without prejudice to liability for defective products.

For the attention of:

ROCNE
Boutique L’ENTROPISTE, 59 rue des Francs Bourgeois, 75004 Paris, France
contact@betenoir.com

I hereby notify you of my withdrawal from the contract for the sale of the following product(s):

Product(s):
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Date:
Signature, only if sent on paper: