Refund policy
Last updated: September 1, 2026
1. Right of Withdrawal
In accordance with Articles L221-18 et seq. of the French Consumer Code, the Customer has a period of 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to provide any justification.
To exercise this right, the Customer must send their request by email to:
Every request must include:
- first and last name;
- order number;
- product(s) concerned;
- reason for return (optional).
2. Return Conditions
To be accepted, the return must comply with the following conditions:
- prior request validated by email by our customer service team;
- unopened product;
- unused product;
- product whose seal or protective system has not been removed;
- product returned in its original packaging;
- product in perfect resale condition.
No return should be made without prior written approval from Noïla.
The return address is provided only after validation of the request by our customer service team.
Any parcel returned without prior authorization may be refused or sent back to the sender.
3. Exceptions – Non-Refundable Products
In accordance with Article L221-28 of the French Consumer Code, certain products cannot be returned or refunded.
Due to their nature, the following products are neither taken back nor refunded:
- opened cosmetic products;
- unsealed products;
- used or tested products;
- products damaged after receipt;
- products whose hygiene seal has been removed.
This restriction applies for hygiene and health protection reasons.
4. Return Costs
Except in the case of an error attributable to Noïla or a defective product, return costs are borne by the Customer.
Initial delivery costs are non-refundable unless otherwise required by law.
5. Defective Products or Order Errors
In the event of:
- a defective product;
- a product damaged on receipt;
- a preparation error;
- a missing or non-conforming product,
the Customer must contact Noïla as soon as possible at:
including:
- order number;
- description of the issue;
- clear photographs of the product and/or parcel.
After verification, Noïla may offer, depending on the case:
- replacement;
- refund;
- credit note.
Return or reshipment costs related to an error attributable to Noïla are covered by Noïla.
6. Refunds
After receipt and verification of a compliant return, the refund is made within a maximum of 14 days.
The refund is made using the same payment method used for the order, unless otherwise agreed.
Noïla reserves the right to defer the refund until:
- actual receipt of the returned product; or
- receipt of proof of shipment.
Whichever of these events occurs first will be the date used.
7. Uncollected Parcels / Carrier Returns
In the event of a parcel that is:
- unclaimed;
- refused;
- returned to sender due to an incorrect or incomplete address,
reshipment costs remain the responsibility of the Customer.
If the Customer requests a refund, it may be issued excluding the initial delivery costs and any return costs incurred.
8. Governing Law
These return and refund terms are governed by French law.
However, Customers residing in another country may benefit from the mandatory, more protective provisions applicable in their country of residence.
9. Contact
For any request relating to a return or refund:
Noïla
1 rue Marguerin – 75014 Paris
Email: contact@noila.fr