Membership
RETURNS / EXCHANGES
Translated for convenience. The French version is the reference text.
Our approach
Jouvence Care aims to offer a simple, premium experience. Where a return is eligible, our customer service team guides the customer through the process so that no unnecessary steps are required. This policy supplements the General Terms and Conditions of Sale and the applicable statutory rights.
Eligible products
Subject to applicable mandatory rights, products returned under our commercial policy must be intact, unused, unopened, in their original packaging and, where a seal is present, with that seal unbroken.
Opened or unsealed products
Opened or unsealed products are not accepted back where their return is excluded by law, in particular where an exception relating to the protection of health or hygiene applies once the seal is broken. This restriction does not apply so as to deprive the customer of statutory guarantees where a product is defective, damaged, non-conforming or incorrect.
Requesting a return
Before sending anything back, the customer is asked to contact hello@jouvencecare.com stating the order number, the product concerned and the reason for the request. Jouvence Care then provides return instructions and, where a return is covered, the shipping arrangements.
Return costs
For eligible returns accepted under the Jouvence Care commercial policy, return costs may be borne by Jouvence Care in accordance with the instructions given by customer service. The customer should not incur unagreed transport costs on the assumption that they will automatically be reimbursed, except where the law confers that right.
Exchanges
Where an exchange is possible, Jouvence Care may offer a replacement with the same product or, with the customer's agreement, another appropriate solution. Product availability, the delivery territory and any regulatory restrictions may affect whether an exchange is possible.
Product damaged on arrival
If a parcel or product arrives damaged, the customer is asked to keep the packaging and promptly send photographs of the parcel, the shipping label and the product. Jouvence Care handles the matter directly with the carrier where that is its responsibility and proposes the appropriate solution.
Picking error
If the customer receives a product other than the one ordered, they must contact Jouvence Care before opening or using it. Jouvence Care arranges, where necessary, the return at its own cost and the dispatch of the correct product or a refund in accordance with applicable rights.
International returns
For returns from a country other than the country of dispatch, the customer must follow the instructions given by Jouvence Care in order to avoid customs charges or a logistical hold. Mandatory consumer rights continue to apply.
Inspection of the return
On receipt, Jouvence Care may verify the condition and eligibility of the returned product. A diminution in value resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of goods may be dealt with in accordance with applicable regulations. Exclusions relating to unsealed products are applied only where they are legally applicable.
Refund after a return
Where a refund is due after a return, it is made in accordance with the Refund Policy and the applicable statutory time limits. Jouvence Care favours a fast and transparent resolution of requests.
Contact
JOUVENCE CARE
64 avenue Daumesnil, 75012 Paris, France
+33 7 66 77 37 05