Refund policy

Return and Refund Policy

Updated on 25 September 2026. This policy forms an integral part of the General Terms and Conditions of Sale, which apply to any matter not addressed herein.

1. Right of withdrawal

In accordance with Article L. 221-18 of the French Consumer Code, the Customer has a period of fourteen (14) days from receipt of the order to exercise their right of withdrawal, without having to give any reason or bear any costs other than those provided for in Articles L. 221-23 to L. 221-25 of the same Code.

This period begins at the start of the first hour of the first day and ends at the end of the last hour of the last day. If it expires on a Saturday, a Sunday, a public holiday or a non-working day, it is extended until the next working day.

Important: exception applicable to sealed Products

In accordance with Article L. 221-28, 4° of the French Consumer Code, the right of withdrawal cannot be exercised for Products that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection.

The Products sold by HEDONIST LABS — food supplements, plant extracts, cosmetics and personal care products — are all shipped sealed. Once the seal has been broken, the Product can no longer be returned or refunded under the right of withdrawal.

Products whose seal has remained intact remain fully covered by the right of withdrawal.

This exception does not deprive the Customer of any of their rights under the statutory warranties described in Section 3 below: a non-conforming or defective Product remains eligible for a refund or replacement, whether or not it has been opened.

How to withdraw

The Customer informs HEDONIST LABS of their decision by means of the form set out below, or by any other unambiguous statement, sent:

  • by email to support@hedonistlabs.com;
  • or by post to HEDONIST LABS, 10 rue de la Paix, 75002 PARIS.

The Customer then returns the Products, no later than fourteen (14) days after communicating their decision, to the following address:

HEDONIST LABS — Customer Returns Department 25 rue des Bluets 75011 PARIS France

The direct cost of returning the Products is borne by the Customer. We recommend using a tracked postal service; HEDONIST LABS cannot be held liable if the parcel is lost in the post.

In accordance with Article L. 221-23 of the French Consumer Code, the Customer is only liable for any diminished value of the Products resulting from handling other than what is necessary to establish their nature, characteristics and proper functioning.

Refund after withdrawal

HEDONIST LABS refunds the Customer all sums paid, including standard delivery costs, no later than fourteen (14) days after the date on which it is informed of the decision to withdraw.

HEDONIST LABS may, however, withhold the refund until it has received the Products back or until the Customer has supplied evidence of having sent them, whichever occurs first.

If the Customer has chosen a delivery method more expensive than the standard method offered, the additional costs are not refunded.

Withdrawal form

For the attention of HEDONIST LABS, 10 rue de la Paix, 75002 PARIS, France — support@hedonistlabs.com

I hereby give notice that I withdraw from the contract of sale of the following Products:

– Product(s) ordered: ............................................ – Ordered on: ............ / Received on: ............ – Order number: ............................................ – Customer's name: ............................................ – Customer's address: ............................................ – Date: ............................................ – Customer's signature (only if this form is notified on paper):

2. Order not received, Product unavailable

Order not received. If the order is not received within the time frames stated in our Shipping Policy, for any reason other than force majeure or the Customer's own actions, the sale may be cancelled at the Customer's request under the conditions provided for in Article L. 216-6 of the French Consumer Code. The sums paid are then refunded to the Customer no later than fourteen (14) days after the date on which the contract is terminated, in accordance with Article L. 216-7 of the same Code. This refund does not preclude the Customer from being awarded damages.

Product unavailable. When an ordered Product is unavailable or out of stock, the Customer may, at their option, obtain a refund of the Product or a store credit of an equivalent amount that can be used for a subsequent order. The refund is made no later than fourteen (14) days after the Customer's request.

Pre-order Products. For Products marked "pre-order", the estimated delivery date is stated on the product page. The Customer retains all the rights provided for in Articles L. 216-1 et seq. of the French Consumer Code.

3. Non-conforming or defective Product: statutory warranties

Information notice required under Article D. 211-2 of the French Consumer Code

The consumer has a period of two years from delivery of the goods to obtain the implementation of the statutory warranty of conformity in the event of a lack of conformity. During this period, the consumer is only required to establish the existence of the lack of conformity and not the date on which it appeared.

Where the contract of sale of the goods provides for the continuous supply of digital content or a digital service for a period exceeding two years, the statutory warranty applies to that digital content or digital service throughout the planned supply period. During this period, the consumer is only required to establish the existence of the lack of conformity affecting the digital content or digital service and not the date on which it appeared.

The statutory warranty of conformity obliges the trader, where applicable, to provide all updates necessary to maintain the conformity of the goods.

The statutory warranty of conformity entitles the consumer to have the goods repaired or replaced within thirty days of their request, free of charge and without any major inconvenience to them.

If the goods are repaired under the statutory warranty of conformity, the consumer benefits from a six-month extension of the initial warranty.

If the consumer asks for the goods to be repaired but the seller imposes replacement, the statutory warranty of conformity is renewed for a period of two years from the date on which the goods are replaced.

The consumer may obtain a reduction of the purchase price while keeping the goods, or terminate the contract and obtain a full refund in exchange for returning the goods, if:

(1) the trader refuses to repair or replace the goods;

(2) the repair or replacement of the goods takes place after a period of thirty days;

(3) the repair or replacement of the goods causes a major inconvenience to the consumer, in particular where the consumer ultimately bears the cost of taking back or removing the non-conforming goods, or bears the cost of installing the repaired or replacement goods;

(4) the non-conformity of the goods persists despite the seller's unsuccessful attempt to bring them into conformity.

The consumer is also entitled to a reduction of the price of the goods or to termination of the contract where the lack of conformity is so serious that it justifies an immediate price reduction or termination of the contract. In that case, the consumer is not required to first request the repair or replacement of the goods.

The consumer is not entitled to terminate the sale if the lack of conformity is minor.

Any period during which the goods are unavailable for the purposes of repair or replacement suspends the remaining warranty period until the repaired goods are delivered.

The rights set out above result from the application of Articles L. 217-1 to L. 217-32 of the French Consumer Code.

A seller who obstructs in bad faith the implementation of the statutory warranty of conformity is liable to a civil fine of up to 300,000 euros, which may be increased to 10% of average annual turnover (Article L. 241-5 of the French Consumer Code).

The consumer also benefits from the statutory warranty against hidden defects under Articles 1641 to 1649 of the French Civil Code, for a period of two years from the discovery of the defect. This warranty entitles the consumer to a price reduction if the goods are kept, or to a full refund in exchange for returning the goods.

Given the nature of the Products, which are consumable goods, bringing them into conformity in practice takes the form of a replacement or, if the Customer prefers or if replacement is impossible, a refund.

To claim under these warranties, the Customer contacts HEDONIST LABS at support@hedonistlabs.com. Shipping costs are refunded on the basis of the rate invoiced, and return costs are refunded on presentation of supporting documents — unlike under the right of withdrawal, where they remain the Customer's responsibility.

Refunds are made as soon as possible and no later than fourteen (14) days after HEDONIST LABS has established the lack of conformity or the hidden defect.

4. Refund arrangements

The refund is made using the same means of payment as the one used by the Customer for the order, unless the Customer expressly agrees to a different means, and at no cost to the Customer.

HEDONIST LABS reserves the right to cancel and refund any order placed by a business, as the Products are offered for sale on the Website for strictly personal use.

5. Complaints and mediation

In the event of a problem, the Customer should first contact HEDONIST LABS at support@hedonistlabs.com.

If no amicable solution can be found, the Customer may refer the matter free of charge to the consumer mediator appointed by HEDONIST LABS:

MÉDIATION CONSOMMATION DÉVELOPPEMENT Centre d'Affaires Stéphanois — Immeuble l'Horizon Esplanade de France, 3 rue J. Constant Milleret — 42000 SAINT-ÉTIENNE Online submission: https://www.medconsodev.eu/mediation-consommation-demande.php

Mediation may only be initiated after a prior written complaint has been sent to HEDONIST LABS. Mediation is conducted within a maximum of ninety (90) days from the date on which the parties are notified of the referral.

HEDONIST LABS — SAS (simplified joint-stock company) with a share capital of 11 875 €, registered with the Paris Trade and Companies Register (RCS) under No. 884 875 295 10 rue de la Paix, 75002 PARIS — Intra-Community VAT No. FR28884875295 support@hedonistlabs.com — 01 82 28 67 47