RETURN AND REFUND POLICY

Last updated: 02/11/2026

1. SEALED PRODUCTS — RIGHT OF WITHDRAWAL

In accordance with applicable consumer protection law, the perfumes and cosmetic products sold on planetebeauty.com are hygiene products delivered under their original seal (cellophane film or security label affixed by the manufacturer).

Once the original seal has been broken after delivery, the right of withdrawal can no longer be exercised. NO product that has been opened, unsealed, tested or handled will be taken back, without exception.

Only products whose original seal is perfectly intact, in their complete and undamaged original packaging, are eligible for return.

2. RETURN CONDITIONS

You have 30 days after receipt to request a return, provided that ALL of the following conditions are met:

• The product is in its original packaging, complete and undamaged.
• The original seal (cellophane or security label) is intact and unbroken.
• The product has not been opened, used, tested, sprayed or handled in any way whatsoever.
• The request was submitted by email to info@planetebeauty.com and a return authorization number has been issued.
• Any complimentary samples are returned in their original condition.

Any return shipped without prior authorization will be refused and sent back to the sender at their own expense.

Refund timeframes and terms

Period	Terms
Days 1 to 14	Refund to the original payment method
Days 15 to 30	Store credit only
After 30 days	No return accepted

Return fee: 10€ systematically deducted from the amount refunded or credited.
Missing samples: 9€ deducted per complimentary sample not returned.

Non-returnable products

• Any product whose seal has been broken, opened or handled
• Any product tested, sprayed or used, even partially
  
• Samples and Try Me formats (2ml)
• Personalized gift sets

3. RECEIPT — CUSTOMER OBLIGATIONS

3.1. Inspection BEFORE signing

Upon receipt of your parcel, you MUST check its exterior condition BEFORE signing the delivery slip or collecting the parcel at a pickup point:

• If the parcel shows signs of opening, deterioration, repackaging, traces of added tape, or any sign of tampering: REFUSE the parcel from the carrier or pickup point.
• Write a detailed handwritten note on the delivery slip stating the reason for refusal.
• Notify us immediately at info@planetebeauty.com.

3.1 bis. Photo of the security pouch before opening

Your perfume travels in a security pouch. Before opening it, we ask you to photograph both sides and to keep these photos until you have checked the contents. If a product is missing, these photos help us confirm that the pouch arrived intact and handle your case faster. Without a photo, your claim is reviewed on the available evidence. This request does not reduce any of your statutory rights.

3.2. Acceptance = acceptance as is

Signing the delivery slip or collecting the parcel at a pickup point without a written reservation constitutes acceptance of the parcel as is. No claim regarding the exterior condition of the parcel will be admissible after acceptance without reservation.

3.3. Damage discovered AFTER opening

If the parcel showed no exterior sign of damage but a product is damaged inside, you must provide the FULL SET of the following evidence within 48 business hours (Monday to Friday, excluding public holidays):

MANDATORY evidence (all required, without exception):

1. Photos of the closed parcel: a minimum of 4 photos (top, bottom, both sides) showing the condition of the exterior packaging BEFORE opening.
2. Unboxing video: a CONTINUOUS, UNCUT video filming the opening of the parcel from start to finish, clearly showing the condition of each product at the moment it is removed.
3. Photos of the damaged product: next to the delivery slip, with a visible dated element (the day's newspaper, a screen displaying the date).
4. Photo of the lot/batch number visible on the product or its packaging.

Technical requirements:

• The files must be ORIGINAL (not retouched, not cropped, not filtered).
• The metadata (EXIF) must be present and intact (date, time, device used).
• Any file whose metadata has been removed or altered will be refused.
• We systematically carry out an authenticity analysis. Any evidence suspected of having been generated or altered by artificial intelligence or retouching software will be considered fraudulent.

Any claim that is incomplete, out of time (after 48 business hours), or non-compliant will be definitively refused.

3.4. Mandatory return of the defective product

In the event of a product declared damaged, returning the product is MANDATORY. No refund or store credit will be granted without receipt and inspection of the product. The customer must return the product (including if broken) in its original packaging with all components. The prepaid label is provided after validation of the evidence. Shipment of the return is then subject to the timeframe set out in article 3.7 b).

3.5. Claim for a missing product in a parcel received intact

If you find a product missing from a parcel whose exterior appears intact, contact us at info@planetebeauty.com as soon as possible, ideally within 48 business hours (Monday to Friday, excluding public holidays) of receipt. To speed up the handling of your case, we invite you to send us, where possible:

• a continuous unboxing video of the parcel if you have one,
• a photo of the carrier delivery slip with the tracking number legible,
• one or more photos of the inside of the parcel and the protective materials.

On our side, PlanèteBeauty carries out an internal review of the case: weight of the parcel recorded by the carrier at the time of collection, preparation photographs and video, weighing slip. These elements are compared against the expected weight of the order in order to assess the consistency of the shipment. Each case is examined individually. The absence of supporting evidence provided by the customer does not result in automatic refusal of the claim, but may lengthen the processing time while the internal checks are completed.

3.6. Keeping packaging during the review

In the event of a claim for a damaged or missing product, we strongly recommend that you keep the entire parcel, the inner packaging and the protective materials until the case is fully closed. These physical elements are essential to the proper handling of your request: their premature destruction may prevent the material verification of the facts and compromise the favorable resolution of your claim.

3.7. Customer response times and automatic closure of the case

Any claim falling under this article 3 (damaged or missing product) is subject to the following response times, intended to ensure the diligent handling of the case and to preserve the physical integrity of the products.

The claim period is 48 business hours (Monday to Friday, excluding public holidays): 48 business hours from receipt of the parcel to report the problem to us, then 48 business hours from our request to send us the items we ask for.

• a) Submission of requested items — 48 business hours. When PlanèteBeauty requests additional items from the customer (photographs, continuous unboxing video, lot number or any other supporting document), these must be submitted in full within 48 business hours (Monday to Friday, excluding public holidays) of the request. Failing complete receipt within this timeframe, the claim is closed automatically and definitively.
• b) Shipment of the return — 72 business hours. When a return is accepted and a prepaid label is made available (article 3.4), the customer must proceed with the actual shipment of the product within 72 business hours (Monday to Friday, excluding public holidays) from the moment the label is made available, the first collection by the carrier being authoritative. Failing shipment within this timeframe, the claim is closed and the return label is cancelled, the case being deemed abandoned.

These timeframes apply solely to claims under this article 3, without prejudice to the right of withdrawal (article 1) and the return conditions (article 2), which remain governed by their own provisions and timeframes.

4. INSPECTION OF RETURNS

Every returned product undergoes a thorough inspection:

• Weighing: compared against the weight recorded at the time of shipment.
• Lot/batch number: verified and compared against the lot shipped.
• Condition of the seal: checked visually. Any trace of repackaging or re-gluing will be detected.
• Contents: the liquid level, color and scent are checked to detect any use or substitution.

In the event of non-compliance, the product is sent back to the customer at their expense. No refund or store credit will be granted. Inspection timeframe: 14 business days, from the moment our teams collect the return parcel at the pickup point.

5. CANCELLATION

Cancellation is possible by email to info@planetebeauty.com before shipment. Full refund within 14 days. After shipment: handled as a return (section 2).

6. EXCHANGES

Exchanges are not offered. Only refunds or store credits are possible under the conditions above.

7. UNCOLLECTED PARCEL

If you do not collect your parcel within the carrier's holding period, it is automatically returned to us. As soon as it arrives at our premises, the refund is triggered automatically, with nothing for you to do: you are refunded the amount paid, less a €10 return-handling fee, within 14 business days.

8. FRAUD PREVENTION

PlanèteBeauty implements traceability measures for every order: video recording of preparation, weighing before/after packing, photographic documentation, recording of lot numbers, security seal, tracking with signature. These elements constitute admissible evidence in the event of a dispute.

Any proven attempt at fraud — false declaration of non-receipt, fictitious damage, falsified or AI-generated evidence, product substitution, abusive payment dispute — automatically results in:

1. The definitive refusal of any refund or store credit.
2. A permanent ban from ordering on planetebeauty.com.
3. Reporting to anti-fraud services and payment platforms.
4. The filing of a complaint for attempted fraud (fraud is a criminal offense punishable by imprisonment and a substantial fine).

Carrier weight as physical evidence: among the verification elements relied upon in the event of a dispute, the weight of the parcel recorded by the carrier at the time of collection constitutes an objective piece of physical evidence. It is compared against the expected weight of the order in order to assess the consistency of the shipment. Its evidentiary value is assessed on a case-by-case basis, together with the other elements of the file (preparation video, internal weighing slip, lot numbers).

Retention of shipping evidence: 24 months.

9. MANDATORY PRIOR COMPLAINT PROCEDURE

Before any payment dispute, chargeback with your bank, or claim with PayPal, Klarna, Scalapay or any other payment provider, the customer undertakes to contact PlanèteBeauty at info@planetebeauty.com to attempt to resolve the dispute amicably.

This prior complaint procedure is mandatory. PlanèteBeauty undertakes to respond within 24 business hours and to propose a solution within 7 business days.

Any payment dispute or claim initiated without prior contact with our customer service will be deemed abusive, in accordance with the terms of use of the Visa, Mastercard and PayPal payment networks, which require the cardholder to attempt a direct resolution with the seller before any dispute procedure.

In the event of a chargeback or PayPal claim found to be abusive after verification of our evidence:

• A handling fee of 50€ will be charged to the customer.
• The customer account will be permanently closed.
• A debt recovery procedure will be initiated for the amount of the order plus the handling fee.
• A report will be made to fraud prevention organizations.
• PlanèteBeauty reserves the right to file a complaint for fraud (fraud is a criminal offense).

Important: A chargeback is not a statutory consumer right but a contractual service offered by the payment networks (Visa, Mastercard). Its abusive use — in particular when the seller has delivered the conforming product and the customer has not attempted to resolve the dispute — constitutes fraud subject to prosecution.

10. CONTACT

info@planetebeauty.com — Response within 24 business hours.
PLANETEBEAUTY.COM — BHTC SARL