Refund policy

REFUND POLICY

Last updated: 18 October 2026

1. Right of withdrawal

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 must send, before the period expires, a clear statement expressing their wish to withdraw:

by e-mail to contact@betenoir.com; or
by post to ROCNE, Boutique L’ENTROPISTE, 59 rue des Francs Bourgeois, 75004 Paris, France.

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

2. Return of products

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, together with their accessories and any associated promotional gifts.

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.

For sealed products that cannot be returned for health protection or hygiene reasons, the right of withdrawal may be excluded where the protective seal has been removed after delivery, in accordance with the applicable regulations.

3. Return costs

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 without prior request or on a cash-on-delivery basis may be refused.

4. Refund

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.

5. Damaged, defective or non-conforming products

If a product is received damaged, defective or not in conformity with the order, the customer must contact contact@betenoir.com as soon as possible and provide:

their order number;
a description of the problem;
photographs of the product, its packaging and the parcel.

After verification, BETENOIR will offer, depending on the situation, a replacement, a repair where this is possible, or a refund. The costs of return and of reshipment will be borne by BETENOIR.

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).

6. Gifts and promotional products

Where a gift or promotional product was conditional on the purchase of a product that is returned, it must also be returned.

If it is not returned, its value may be deducted from the refund where the terms of the offer clearly provided for this.

7. Products purchased from a retailer

Products purchased from a perfumery, a department store or any other partner retailer must be returned directly to that retailer and are subject to its own return policy.