Legal
REFUND POLICY
Translated for convenience. The French version is the reference text.
Purpose
This Refund Policy sets out the conditions under which Jouvence Care handles refund requests relating to product orders and, where relevant, to services or bookings offered through the site. It supplements the General Terms and Conditions of Sale and does not limit any mandatory consumer right.
Order cancelled by Jouvence Care
Where a paid order cannot be fulfilled and is cancelled by Jouvence Care, the sums due for the items not supplied are refunded in accordance with applicable regulations.
Product not received, lost or damaged
In the event of a parcel confirmed as lost, a product damaged in transit or an order showing an anomaly, Jouvence Care reviews the situation and offers, depending on the case and applicable rights, a priority replacement, a reshipment, a refund or any other appropriate solution. The customer is asked to contact hello@jouvencecare.com promptly with their order number and, where damage is visible, photographs allowing the request to be handled efficiently.
Incorrect or non-conforming product
Where a product received does not match the order or has a defect covered by the applicable statutory guarantees, the customer must contact customer service. Jouvence Care arranges the appropriate solution in accordance with the customer's rights, and this policy cannot reduce those statutory guarantees.
Withdrawal and returned products
Where a consumer has a statutory right of withdrawal, the refund is made in accordance with the time limits and arrangements imposed by applicable regulations once that right has been validly exercised. Products that are intact, unopened and sealed may be returned under the conditions set out in the Returns / Exchanges Policy. Opened or unsealed products may be excluded from return where a statutory exception applies, in particular for certain goods that cannot be returned for reasons of health protection or hygiene once unsealed.
Return costs
As part of its service policy, Jouvence Care may cover the return costs of eligible products. The practical arrangements and the return label or procedure are provided by customer service. Where the law requires Jouvence Care to bear certain costs, the statutory provisions prevail.
Method of refund
A refund is in principle made using the payment method used for the transaction, unless a different arrangement is permitted or this is technically impossible. Electronic payments may be processed by Frame; the time taken for the refund to appear on the customer's account may then depend on their bank or payment provider.
Time limits
Jouvence Care processes refunds as promptly as possible and, where a mandatory statutory time limit applies, within that limit. A reasonable check of the order, the return or the incident may be necessary before a refund is approved.
La Cure and appointments
The refund rules applying to a booking with an independent professional through La Cure may depend on the conditions communicated at the time of booking, in particular in the event of cancellation or a missed appointment. Jouvence Care acts as an intermediary putting people in contact; the professional's specific conditions must be brought to the customer's attention where they apply. No cancellation condition may remove a mandatory right enjoyed by the consumer.
No guarantee of results
A refund cannot be based solely on the absence of an expected medical, physiological, aesthetic, sporting or wellbeing result where the product or service was correctly supplied and no guarantee of results had been legally given. This rule does not limit rights relating to a defect, a lack of conformity or any other statutory guarantee.
Fraud prevention
Jouvence Care may request the information reasonably necessary to verify a request and prevent fraudulent refunds, without imposing disproportionate formalities or obstructing the customer's statutory rights.
Contact
JOUVENCE CARE
64 avenue Daumesnil, 75012 Paris, France
+33 7 66 77 37 05