Refund policy
Everything you need to know about returns and refunds
At PATRICE FRANSEZ, we want you to be able to order with confidence. Perfume is personal, and a fragrance should truly suit you. That is why we make returns simple and give you the opportunity to carefully try a perfume.
14-DAY COOLING-OFF PERIOD
As a consumer, you have the right to withdraw from your online order within 14 days after receiving it, without giving any reason.
After informing us that you wish to exercise your right of withdrawal, you have a further 14 days to return the products.
You can easily register your return using our online return form. Once we have received your request, we will send you further return instructions.
You may also notify us of your withdrawal using the statutory model withdrawal form. Use of this model form is not mandatory.
TRY YOUR PERFUME WITH CONFIDENCE
A fragrance should suit you. That is why you may carefully open a perfume and briefly test it to assess the fragrance.
Not the right fragrance for you after all? A perfume that has only been opened and used to a limited extent to test the fragrance may be registered for return within the applicable return period.
We ask you to handle the product carefully. A perfume that has clearly been used beyond what is reasonably necessary to assess the fragrance may be subject to a reduction in value. Any reduction in value will be assessed individually and reasonably for each return.
Where reasonably possible, please return the product complete, including its original packaging and any accompanying parts.
OTHER COSMETIC AND HYGIENE PRODUCTS
For products that are not suitable for return for health protection or hygiene reasons, the right of withdrawal may legally be excluded if a seal provided on the product has been broken after delivery.
Not sure whether your product can be returned? Please contact us before returning it at info@patricefransez.com.
FREE RETURNS IN 5 COUNTRIES
We offer free returns for orders with a delivery address in:
Belgium • Netherlands • Germany • France • Luxembourg
To use our free return service, the return must be registered within the applicable return period using our online return form.
Once your request has been processed, we will provide the correct return instructions and, where applicable, the return method or return label.
Free returns are only available using the return method specified by PATRICE FRANSEZ. Therefore, please do not send a parcel back on your own initiative using a shipping method of your choice. Shipping costs incurred independently will not automatically be reimbursed.
RETURNS FROM OTHER COUNTRIES
For returns from countries other than Belgium, the Netherlands, Germany, France and Luxembourg, the direct return costs for an ordinary withdrawal are borne by the customer.
We recommend sending returns with Track & Trace and keeping proof of shipment until the return has been fully processed.
WRONG, DAMAGED OR DEFECTIVE PRODUCT
Have you received the wrong product, or a damaged or defective product? Please report this as soon as possible using our online return form. Include your order number, provide a clear description of the problem and, where possible, attach photographs.
If we are responsible for the problem, we will provide an appropriate solution. In that case, the necessary return costs will not be at your expense, regardless of the country from which the order is returned.
REFUNDS
When you validly exercise your right of withdrawal, we will refund the payments we received from you for the returned products.
If the entire order is withdrawn, we will also refund the cost of our cheapest standard delivery option for that order.
If you deliberately chose a more expensive delivery method for the original order than our cheapest standard delivery option, we are not required to refund the difference between these delivery methods.
The refund will be made without undue delay and no later than 14 days after we have been informed of your decision to withdraw from the contract.
We may withhold the refund until we have received the products or until you have provided evidence that the products have been returned, whichever occurs first.
The refund will be made using the same payment method used for the original order, unless expressly agreed otherwise with you. We do not charge any additional fees for the refund.
DIMINISHED VALUE
You are only liable for any diminished value resulting from handling or use of the product beyond what is necessary to establish its nature, characteristics and functioning.
For perfume, we take into account that the product must be briefly tested in order to assess the fragrance. Normal and limited testing therefore does not automatically result in refusal of the return.
In cases of clearly excessive use, damage, missing parts or any other reduction in value caused by the customer, we reserve the right to apply a reasonable deduction for diminished value.
FREE GIFT PRODUCTS
Does your order include a free gift linked to a promotion or minimum order value? If the conditions of that promotion are no longer met as a result of the return, the gift must also be returned.
Free perfume samples do not need to be returned.
RETURN ADDRESSES
Do not send your return before registering your return request and receiving our return instructions.
Belgium
PATRICE FRANSEZ
Koolmijnlaan 146/1
3550 Heusden-Zolder
Belgium
Netherlands
PATRICE FRANSEZ
Zwartjanstraat 57A
3035 AL Rotterdam
Netherlands
REGISTER A RETURN
Would you like to return an order? Simply register your return using our online return form. This allows us to process your request more quickly and provide you with the correct return instructions.
Do you have a question first? Contact us at info@patricefransez.com or visit our contact page.
More information about your rights and our terms can be found in our Terms and Conditions.