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COMPREHENSIVE TERMS & CONDITIONS — MULTI-REGIONAL FRAMEWORK

European Union, United States, Gulf Cooperation Council, and Asia-Pacific

PREAMBLE: BINDING LEGAL NOTICE & ACCEPTANCE REQUIREMENT

This document constitutes the complete, legally binding Terms and Conditions of Sale (hereinafter "T&Cs") for all customers placing orders with Première Peau for delivery to addresses in the European Union, United States, Gulf Cooperation Council (GCC) nations, and Asia-Pacific regions. These T&Cs are published on our website, were presented to you during checkout, and your completion of the checkout process constitutes your unconditional, irrevocable acceptance of every term, condition, limitation, disclaimer, and enforcement protocol contained herein, including all region-specific provisions that apply to your delivery address.

Première Peau is a two-person, artisan perfume house based in Paris, France, that works with disabled craftspeople in production. These T&Cs are designed to establish clear expectations, allocate risk appropriately, prevent disputes, and protect Première Peau's operations across multiple jurisdictions and time zones.

ACCEPTANCE OF THESE T&Cs IS A CONDITION OF PURCHASE. IF YOU DO NOT ACCEPT THESE T&Cs IN THEIR ENTIRETY, DO NOT PLACE AN ORDER.

SECTION 1: UNIVERSAL TERMS (ALL REGIONS)

1.1 Access and Account

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state, province, or country of residence, and you have given us your consent to allow any of your minor dependents to use the Services on devices you own, purchase, or manage. You are solely responsible for maintaining the security of your account credentials and for all of your account activity. You may not transfer, sell, assign, or license your account to any other person.

1.2 Our Products

Première Peau has made every effort to provide accurate representations of products and services in our online stores. However, colors or product appearance may differ from how they appear on your screen due to device type, settings, and configuration. Première Peau does not warrant that the appearance or quality of any products will meet your expectations or be the same as depicted in our online stores. All product descriptions are subject to change at any time without notice at Première Peau's sole discretion. Première Peau reserves the right to discontinue any product at any time and may limit quantities of any products offered to any person, geographic region, or jurisdiction on a case-by-case basis.

1.3 Orders

When you place an order, you are making an offer to purchase. Première Peau reserves the right to accept or decline your order for any reason at its discretion. Your order is not accepted until Première Peau confirms acceptance. Payment must be received and processed before your order is accepted. Première Peau may be unable to accommodate cancellation requests after an order is accepted. Your purchases are subject to return or exchange solely in accordance with the region-specific Refund Policy applicable to your delivery address. You represent and warrant that your purchases are for your own personal or household use and not for commercial resale or export.

1.4 Prices and Billing

Prices, discounts, and promotions are subject to change without notice. The price charged will be the price in effect at the time the order is placed and will be set out in your order confirmation email. Unless otherwise expressly stated, posted prices do not include taxes, shipping, handling, customs, or import charges. You agree to provide current, complete, and accurate purchase, payment, and account information for all purchases. You represent and warrant that all credit card information you provide is true, correct, and complete, that you are duly authorized to use such credit card, that charges will be honored by your credit card company, and that you will pay all charges at the posted prices, including shipping, handling, and all applicable taxes.

1.5 Intellectual Property

All content on Première Peau's website, including text, images, graphics, logos, product descriptions, and the design, selection, and arrangement thereof, are owned by Première Peau or its licensors and are protected by patent, copyright, and other intellectual property laws. These Terms permit you to use the Services for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works, publicly display, publicly perform, republish, download, store, or transmit any material without Première Peau's prior written consent. Unauthorized use may violate federal and state intellectual property laws. All rights not expressly granted are reserved by Première Peau. Première Peau's names, logos, product and service names, designs, and slogans are trademarks of Première Peau or its affiliates. You must not use such trademarks without prior written permission of Première Peau.

1.6 Third-Party Links and Tools

The Services may contain hyperlinks to websites provided or operated by third parties. Première Peau is not responsible for examining or evaluating third-party content or accuracy. If you access third-party materials or websites, you do so at your own risk. Première Peau is not liable for any harm or damages related to your access to any third-party websites or your purchase or use of any products, services, resources, or content on third-party websites. You may be provided with access to customer tools offered by third parties as part of the Services, which Première Peau neither monitors nor controls. Such tools are provided "as is" and "as available" without any warranties, representations, or conditions of any kind and without any endorsement. Première Peau shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

1.7 Privacy Policy

All personal information collected through the Services is subject to Première Peau's Privacy Policy. By using the Services, you acknowledge that you have read the Privacy Policy. Because the Services are hosted by Shopify, Shopify collects and processes personal information about your access to and use of the Services. Information you submit will be transmitted to and shared with Shopify as well as third parties that may be located in other countries in order to provide services to you.

1.8 Feedback

If you submit, upload, post, email, or otherwise transmit any ideas, suggestions, feedback, reviews, proposals, plans, or other content (collectively, "Feedback"), you grant Première Peau a perpetual, worldwide, sublicensable, royalty-free license to use, reproduce, modify, publish, distribute, and display such Feedback in any medium for any purpose, including for commercial use. You represent and warrant that you own or have all necessary rights to all Feedback and that your Feedback will comply with these Terms. Première Peau may, but has no obligation to, monitor, edit, or remove Feedback that it determines in its sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party's intellectual property or these Terms.

1.9 Errors, Inaccuracies and Omissions

Occasionally there may be information on or in the Services that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times, and availability. Première Peau reserves the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice (including after you have submitted your order).

1.10 Warranty Disclaimers & Limitation of Liability

EXCEPT AS EXPRESSLY PROVIDED IN THESE T&Cs, PREMIÈRE PEAU MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. PRODUCTS ARE PROVIDED "AS IS" AND "AS AVAILABLE." PREMIÈRE PEAU DOES NOT WARRANT THAT PRODUCTS WILL MEET CUSTOMER EXPECTATIONS, WILL BE ERROR-FREE, OR WILL PERFORM IN ANY PARTICULAR MANNER.

IN NO EVENT SHALL PREMIÈRE PEAU BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOST PROFITS, LOST REVENUE, LOST DATA, BUSINESS INTERRUPTION, OR REPUTATIONAL HARM, EVEN IF PREMIÈRE PEAU HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS LIMITATION APPLIES REGARDLESS OF THE LEGAL THEORY (CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE) AND EVEN IF ANY REMEDY FAILS OF ITS ESSENTIAL PURPOSE.

PREMIÈRE PEAU'S TOTAL LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO THESE T&Cs OR THE PURCHASE OF PRODUCTS SHALL NOT EXCEED THE AMOUNT PAID BY THE CUSTOMER FOR THE PRODUCT IN QUESTION. IF NO AMOUNT WAS PAID, LIABILITY SHALL BE CAPPED AT ONE EURO (€1).

1.11 Indemnification

The customer agrees to indemnify, defend, and hold harmless Première Peau, its officers, directors, employees, agents, and representatives from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or relating to: (1) the customer's use of the products; (2) the customer's violation of these T&Cs; (3) the customer's violation of any applicable law or regulation; (4) the customer's infringement of any third-party intellectual property right; or (5) any defamatory, harassing, or abusive conduct by the customer.

1.12 Severability & Entire Agreement

If any provision of these T&Cs is found to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or if such modification is not possible, that provision shall be severed. The remaining provisions shall remain in full force and effect. These T&Cs, together with any other documents expressly incorporated by reference, constitute the entire agreement between the parties regarding the purchase of products and supersede all prior negotiations, understandings, and agreements, whether written or oral. Première Peau reserves the right to amend these T&Cs at any time. Changes will be effective upon posting to the website. The customer's continued use of the website or placement of an order after amendments constitutes acceptance of the amended T&Cs.

1.13 Contact & Notices

For any questions, disputes, or notices, customers must contact Première Peau exclusively in writing at contact@premierepeau.com. Notices sent to this address are deemed received upon Première Peau's reading of the email. Première Peau's failure to enforce any provision of these T&Cs does not constitute a waiver of that provision or any other provision.

SECTION 2: EUROPEAN UNION (EU) — STANDARD TERMS

2.1 Scope

This Section 2 applies to all customers with delivery addresses in any member state of the European Union, including Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

2.2 Applicable Law & Dispute Resolution

These T&Cs are governed by and construed in accordance with the laws of France, without regard to its conflict of law principles. Any dispute, claim, or controversy arising out of or relating to these T&Cs or the purchase of products shall be resolved by binding arbitration administered by the International Chamber of Commerce (ICC) under its Rules of Arbitration. The arbitration shall be conducted in English, with one arbitrator, and shall take place in Paris, France. The arbitrator shall apply the substantive law of France.

2.3 Consumer Protection Rights

Customers in the EU are entitled to consumer protection rights under EU Directive 2011/83/EU (Consumer Rights Directive) and applicable national consumer protection laws. These T&Cs do not limit any non-waivable consumer rights you may have under applicable EU or national consumer law. If any provision of these T&Cs conflicts with mandatory consumer protection law, the mandatory provision shall prevail to the extent of the conflict.

2.4 Return Window (EU)

A return request may be initiated within fourteen (14) calendar days from the date of delivery as confirmed by carrier tracking records. This window is in accordance with EU consumer protection law. Any return request submitted after this fourteen-day period is automatically void. The customer bears the burden of tracking the delivery date and submitting a timely request.

2.5 Return Shipping Costs (EU)

Première Peau bears the cost of return shipping for returns initiated within the fourteen-day window, provided the product is in factory-sealed, unused condition and all original packaging and components are included. For returns initiated after the fourteen-day window or for products that have been opened, used, or damaged due to customer handling, the customer bears all return shipping costs.

2.6 Refund Processing (EU)

If a return is approved, refunds are issued exclusively to the original payment method used at checkout within fourteen (14) calendar days following written approval. Bank and payment processor timelines may extend beyond Première Peau's processing window. Such external processing delays do not constitute grounds for dispute, escalation, or additional compensation.

2.7 Shipping & Delivery (EU)

Première Peau is not liable for shipping and delivery delays. All delivery times are estimates only and are not guaranteed. Première Peau is not responsible for delays caused by shipping carriers, customs processing, or events outside its control. Once products are transferred to the carrier, title and risk of loss pass to the customer.

2.8 Customer Support (EU)

Première Peau provides customer support during published business hours (CET/CEST, excluding weekends and French public holidays). Première Peau aims to respond to support requests within seven (7) business days from receipt of a complete request. A "complete request" must include the order number, the email used at checkout, the shipping name/address as entered at checkout, and a brief description of the issue in one consolidated message.

2.9 Professional Communication Standards (EU)

Première Peau is committed to respectful communication. Première Peau will assist with legitimate order and product inquiries. However, Première Peau may decline to engage with communications that are abusive, harassing, threatening, discriminatory, coercive, manipulative, or otherwise inappropriate. Première Peau reserves the right to restrict communication to one channel (e.g., email only), require a single consolidated message, provide only minimal operational replies, or cease engagement entirely if communications become abusive or harassing.

SECTION 3: GULF COOPERATION COUNCIL (GCC) — STANDARD TERMS

3.1 Scope

This Section 3 applies to all customers with delivery addresses in any member state of the Gulf Cooperation Council, including Saudi Arabia, United Arab Emirates, Qatar, Bahrain, Kuwait, and Oman.

3.2 Applicable Law & Dispute Resolution

3.3 Return Window (GCC)

A return request may be initiated within ten (10) calendar days from the date of delivery as confirmed by carrier tracking records. This window is absolute and non-negotiable. Any return request submitted after this ten-day period is automatically void. The customer bears the burden of tracking the delivery date and submitting a timely request.

3.4 Return Shipping Costs (GCC)

The customer bears the full and exclusive responsibility for all costs associated with returning the product, including the choice of carrier, purchase of shipping label, insurance, and adequacy of packaging. Première Peau does not provide free return labels and will not reimburse any shipping fees, insurance charges, carrier surcharges, or any other third-party costs incurred in connection with the return shipment.

3.5 Refund Processing (GCC)

If a return is approved after inspection, refunds are issued exclusively to the original payment method used at checkout within ten (10) business days following written approval. Bank and payment processor timelines may extend beyond Première Peau's processing window. Such external processing delays do not constitute grounds for dispute, escalation, or additional compensation.

3.6 Shipping & Delivery (GCC)

3.7 Customer Support (GCC)

Première Peau provides customer support during published business hours (CET/CEST, excluding weekends and French public holidays). Première Peau aims to respond to support requests within ten (10) business days from receipt of a complete request. A "complete request" must include the order number, the email used at checkout, the shipping name/address as entered at checkout, and a brief description of the issue in one consolidated message.

3.8 Professional Communication Standards (GCC)

Première Peau is committed to respectful communication. Première Peau will assist with legitimate order and product inquiries. However, Première Peau may decline to engage with communications that are abusive, harassing, threatening, discriminatory, coercive, manipulative, or otherwise inappropriate. Première Peau reserves the right to restrict communication to one channel, require a single consolidated message, provide only minimal operational replies, or cease engagement entirely if communications become abusive or harassing.

SECTION 4: ASIA-PACIFIC — STANDARD TERMS

4.1 Scope

This Section 4 applies to all customers with delivery addresses in Asia-Pacific regions, including but not limited to Japan, South Korea, China, Taiwan, Hong Kong, Singapore, Malaysia, Thailand, Vietnam, Indonesia, Philippines, Australia, and New Zealand.

4.2 Applicable Law & Dispute Resolution

4.3 Return Window (Asia-Pacific)

4.4 Return Shipping Costs (Asia-Pacific)

4.5 Refund Processing (Asia-Pacific)

4.6 Shipping & Delivery (Asia-Pacific)

4.7 Customer Support (Asia-Pacific)

Première Peau provides customer support during published business hours (CET/CEST, excluding weekends and French public holidays). Première Peau aims to respond to support requests within twelve (12) business days from receipt of a complete request, accounting for significant time zone differences. A "complete request" must include the order number, the email used at checkout, the shipping name/address as entered at checkout, and a brief description of the issue in one consolidated message.

4.8 Professional Communication Standards (Asia-Pacific)

Première Peau is committed to respectful communication. Première Peau will assist with legitimate order and product inquiries. However, Première Peau may decline to engage with communications that are abusive, harassing, threatening, discriminatory, coercive, manipulative, or otherwise inappropriate. Première Peau reserves the right to restrict communication to one channel, require a single consolidated message, provide only minimal operational replies, or cease engagement entirely if communications become abusive or harassing.

SECTION 5: UNITED STATES — COMPREHENSIVE ENFORCEMENT FRAMEWORK

THIS SECTION CONTAINS EXTENSIVE, DETAILED PROVISIONS SPECIFIC TO UNITED STATES CUSTOMERS. READ CAREFULLY.

5.1 SCOPE & APPLICABILITY

This Section 5 applies to all customers with delivery addresses in any of the fifty (50) United States, the District of Columbia, and all U.S. territories. The provisions in this Section 5 override any conflicting provisions in Sections 2, 3, or 4 for customers with U.S. delivery addresses. United States customers are subject to the most comprehensive and detailed enforcement protocols in this document due to documented patterns of customer abuse, systematic chargeback fraud, social media harassment campaigns, and third-party interference specific to the U.S. market.

5.2 EXPLICIT REJECTION OF FTC MAIL ORDER RULE COMPLIANCE

Première Peau is a French-based company shipping internationally from France to the United States. The FTC Mail Order Rule (16 CFR Part 435) imposes a 30-day shipping requirement for domestic U.S. sellers. This rule does not apply to international sellers shipping from outside the United States. Première Peau explicitly does not commit to the 30-day delivery standard, as international logistics from France to the U.S. involve customs clearance, carrier networks, and third-party processing that are beyond Première Peau's direct control and cannot be guaranteed within 30 days. International shipping typically requires 7-21 business days for transit, plus additional time for customs processing, which may extend total delivery time to 30-60+ days depending on carrier, customs volume, and destination. Customers acknowledge and accept this reality by placing an order.

5.3 INCOTERM DAP (DELIVERED AT PLACE) — INCOTERMS® 2020

All orders shipped to the United States are governed exclusively by the Incoterm DAP (Delivered At Place, Incoterms® 2020). Under DAP, Première Peau (the seller) is responsible for all costs and risks associated with transporting the goods to the named place of destination in the United States, excluding import duties, taxes, and customs clearance obligations. Upon delivery of the goods to the carrier at the U.S. port of entry or designated delivery point, all risk of loss, damage, or delay transfers irrevocably to the buyer (customer). From that moment forward, the customer assumes full responsibility for the goods, including all customs clearance, duty payment, and any subsequent handling.

5.4 REALISTIC DELIVERY TIMEFRAMES (U.S.)

Première Peau estimates delivery timeframes as follows, provided as estimates only and not as binding guarantees. Standard International Shipping involves 7-21 business days for transit from France to U.S. port of entry, plus 5-30 additional business days for customs clearance and final delivery, resulting in a total estimated delivery window of 12-51 business days. Expedited Shipping (if offered) involves 3-7 business days for transit, plus 5-30 business days for customs clearance, resulting in an estimated total of 8-37 business days. These timeframes are estimates based on historical carrier performance and are not guarantees. Actual delivery times depend on factors entirely outside Première Peau's control, including but not limited to carrier schedules, customs processing volume, weather, port congestion, and government inspections.

5.5 IMPORTER OF RECORD STATUS (U.S.)

Première Peau ships U.S. orders strictly under Incoterm DAP (Delivered At Place, Incoterms® 2020). The recipient (customer) is the importer of record for purposes of U.S. customs clearance unless otherwise explicitly stated in writing by Première Peau at checkout. As the importer of record, the customer is solely responsible for ensuring compliance with all U.S. import regulations, providing required documentation, and paying all duties and taxes.

5.6 DEFINITION OF "DUTIES & TAXES" (U.S.)

"Duties & Taxes" includes, without limitation: import duties, customs taxes, state or local assessments where applicable, brokerage/entry fees, disbursement/advancement fees, storage fees, carrier processing fees, and any administrative charges imposed by customs authorities, brokers, or carriers. These charges are not collected by Première Peau, cannot be predicted with certainty, and are not subject to waiver, reduction, reimbursement, or refund by Première Peau.

5.7 CUSTOMER OBLIGATIONS & COOPERATION (U.S.)

The customer is required to monitor tracking information continuously, cooperate fully and promptly with the carrier and customs/brokerage requests, pay Duties & Taxes immediately upon request, provide any required documentation and/or identification, coordinate delivery scheduling, signature, or pickup, and comply with access-point deadlines and storage limits. Any failure to perform any of these obligations constitutes customer rejection and results in forfeiture of the order with no refund, no replacement, no reshipment, no store credit, and no exception.

5.8 SEVEN-DAY RETURN REQUEST WINDOW (U.S.) — STRICT

A return request may be initiated only within a strict seven (7) calendar-day period commencing from the date of delivery as confirmed by carrier tracking records. This window is absolute and non-negotiable. Any return request submitted after this seven-day period is automatically void, with no possibility of appeal, exception, or reconsideration. The customer bears the burden of tracking the delivery date and submitting a timely request.

5.9 MANDATORY WRITTEN AUTHORIZATION (U.S.)

To request a return, the customer must send a written request exclusively to contact@premierepeau.com, including the order number and a brief description of the reason for the return. No return is valid without prior written authorization from Première Peau. Sending a package back without authorization constitutes abandonment of the goods, and Première Peau has no obligation to process a refund, accept the return, or provide any compensation.

5.10 PRODUCT ELIGIBILITY & CONDITION REQUIREMENTS (U.S.)

Fragrances and scented products are personal care goods subject to strict hygiene and safety regulations. Any product that has been opened, unsealed, sprayed, tested, used, or tampered with in any manner is categorically and irrevocably non-returnable and non-refundable. This applies regardless of whether the item was "only tried once," whether the packaging appears intact, the reason for opening, or how long ago the product was opened. Once a seal is broken, the product is permanently ineligible for return.

To be eligible for return, a product must be in pristine, factory-sealed, and unused condition, suitable for immediate resale without any remediation. The seal must be intact and unbroken. Any evidence of opening, including broken seals, removed caps, punctured bottles, or altered packaging, renders the product non-returnable.

The returned product must include all original components and packaging in their original condition, including the outer carton, all inserts, protective elements, documentation, and any accessories originally included. Missing components, damaged packaging, or incomplete returns will be refused, and no refund will be issued.

Première Peau reserves the sole and final right to inspect all returned items and to determine, acting reasonably and in good faith, whether an item meets the eligibility conditions. If the condition is inconsistent with resale due to customer handling, missing parts, inadequate return packaging, or any other non-compliance, the return will be refused and no refund will be issued.

5.11 RETURN SHIPPING COSTS (U.S.)

Unless a return is expressly approved due solely to a confirmed error by Première Peau (e.g., wrong item shipped) or documented damage upon arrival (as determined by Première Peau's review of required evidence), the customer bears the full and exclusive responsibility for all costs associated with returning the product. This includes the choice of carrier, purchase of shipping label, insurance, and adequacy of packaging.

Première Peau does not provide free return labels and will not reimburse any shipping fees, insurance charges, carrier surcharges, or any other third-party costs incurred in connection with the return shipment. All such costs are the customer's sole responsibility.

All governmental or third-party charges associated with international shipping are strictly non-refundable by Première Peau. This includes, without limitation: import duties, customs taxes, state or local assessments, brokerage fees, entry fees, carrier processing fees, disbursement fees, storage fees, and any administrative charges imposed by customs authorities, brokers, or carriers. These charges are not collected by Première Peau and are imposed by governments and carriers. Any request for reimbursement of such charges must be directed by the customer to the relevant authority, broker, or carrier.

If a return parcel is lost, delayed, held, damaged, or misrouted in transit when shipped by the customer or the customer's chosen carrier, such risk and liability remain entirely with the customer. Première Peau assumes no responsibility for return shipments and has no obligation to replace, reship, or refund if a return parcel does not arrive or arrives damaged.

5.12 PROCESSING FEES & INSPECTION (U.S.)

Where a return is approved and the returned merchandise is received and inspected, Première Peau may apply a fixed, non-negotiable processing and handling fee of twenty-five euros (€25). This fee offsets the operational costs associated with managing returns, including intake, inspection, verification, administrative processing, and, where applicable, secure destruction of units that cannot legally or hygienically be reintroduced into inventory. This fee is not a penalty or restocking charge; it is an operational charge linked to the return process and may be deducted from any refund issued.

All returned items are subject to a rigorous inspection upon arrival at Première Peau's warehouse. Receipt of the return parcel does not constitute approval. No refund is due unless and until Première Peau confirms approval after inspection in writing.

Première Peau reserves the sole and final right to determine whether an item is eligible for refund based on its condition, completeness, and compliance with these T&Cs. Première Peau may reduce any refund amount if the item shows evidence of missing parts, damaged packaging, transit damage caused by insufficient return packaging, or any other non-compliance attributable to customer handling.

If a return is refused following inspection due to ineligibility, misuse, evidence of opening, missing components, abnormal condition, or policy breach, the item may either be returned to the sender at the customer's expense upon request and prepayment of reshipment costs, or be retained and disposed of where return is not feasible or where legal, safety, or hygiene constraints apply. In either case, no refund is owed.

5.13 REFUND TIMING & FINALITY (U.S.)

If, and only if, a return is approved after inspection, refunds are issued exclusively to the original payment method used at checkout and only for the eligible refundable product value as determined under these T&Cs. Refunds are typically processed within ten (10) business days following written approval. However, bank and payment processor timelines vary and may extend beyond Première Peau's processing window. Such external processing delays do not constitute grounds for dispute, escalation, or additional compensation.

Any shipping fees paid at checkout, as well as any third-party charges such as duties, taxes, brokerage, carrier processing/disbursement fees, storage fees, and similar import-related costs, are not refundable by Première Peau because these amounts are not collected for Première Peau's benefit and are imposed by governments and carriers. Any attempt to recover such amounts must be pursued by the customer directly with the relevant third party.

Once a refund determination has been issued and the case has been closed, repeated requests that do not present new, material information will not receive further response. Première Peau reserves the right to treat the matter as final to protect operational capacity and ensure consistent treatment across customers.

5.14 EVIDENCE REQUIREMENTS FOR DAMAGE CLAIMS (U.S.)

If an order arrives materially damaged, defective, or incorrect, the customer must contact Première Peau promptly at contact@premierepeau.com and provide the order number together with clear supporting evidence, including photos of the shipping label, photos of the outer packaging from multiple angles, photos and/or video of the internal packaging and the issue itself, and any additional documentation reasonably requested to assess the claim and to open a carrier file where relevant.

Claims that do not include the required evidence, claims submitted after an unreasonable delay, or claims where the packaging has been discarded before documentation may be impossible to verify and may therefore be refused. Première Peau is not obligated to accept claims lacking adequate photographic or documentary evidence.

Where an issue is confirmed to be attributable to Première Peau (wrong item shipped, verified manufacturing defect, or transit damage supported by evidence), Première Peau may, at its discretion and subject to legal requirements, offer an appropriate remedy, which may include replacement, reshipment, store credit, or refund. Première Peau will prioritize such cases.

Normal wear, subjective dissatisfaction, issues arising from customer mishandling, or damage occurring after delivery (including mishandling by building staff, theft after delivery, or improper storage conditions) do not constitute a defect attributable to Première Peau and do not create refund rights under these T&Cs.

5.15 CUSTOMS DELAYS & NON-PERFORMANCE SCENARIOS (U.S.)

Customs inspections, holds, delays, operational constraints, peak seasons, weather disruptions, and other carrier-network events are outside of Première Peau's control and do not create refund rights, reshipment rights, or any obligation for Première Peau to compensate the customer.

Non-performance includes, without limitation: non-payment of Duties & Taxes, non-response to carrier contact attempts, refusal of delivery due to fees, refusal of signature/ID verification, "return to sender" requests, missed pickup deadlines, address inaccuracies, or other customer-caused deliverability failures. Each of these constitutes customer rejection and results in forfeiture of the order.

If a parcel is returned, abandoned, destroyed, denied entry, seized, or otherwise rendered undeliverable as a result of customer inaction or refusal, the order is deemed non-recoverable and non-refundable. "Return to sender" does not equate to "refund," including where the parcel physically returns to Première Peau, because international returns may trigger re-import charges, penalties, handling fees, or disposal costs that render the return operationally and financially non-viable.

Even where a return is otherwise accepted under the general return policy, Duties & Taxes and carrier processing charges remain strictly non-refundable by Première Peau. Any recovery must be pursued by the customer with the relevant third party (customs authority, broker, or carrier).

Any request for reshipment following refusal, non-payment, missed pickup, or failure to clear customs requires a new purchase at full price with shipping paid again. Prior losses cannot be credited.

5.16 CHARGEBACK DEFENSE & EVIDENCE PRESERVATION (U.S.)

Chargebacks alleging non-delivery or merchant fault where carrier records show customs hold, attempted delivery, refusal, or customer inaction may be contested with evidence including tracking logs, carrier communications, brokerage records where available, and proof of the address/contact details entered at checkout. Première Peau reserves the right to provide this evidence to payment processors and to dispute any chargeback.

5.17 LIMITED CUSTOMER SUPPORT (U.S.) — CRITICAL PROVISION

Première Peau does not provide expedited (fast), real-time, or on-demand customer support for inquiries originating from the United States. This includes no "immediate response" expectations, no live chat guarantees, and no phone support. All service requests are handled in the order received. Première Peau aims to respond within fourteen (14) business days (CET/CEST; excluding weekends and French public holidays) from receipt of a complete request.

A "complete request" must include: (i) order number, (ii) the email used at checkout, (iii) the shipping name/address as entered at checkout, and (iv) a brief description of the issue (one consolidated message).

If the customer does not provide complete information, the request may be delayed or closed without resolution until the required information is provided.

5.18 PROFESSIONAL COMMUNICATION REQUIREMENTS (U.S.)

Première Peau is committed to respectful communication. Première Peau will assist with legitimate order and product inquiries. However, Première Peau may decline to engage with communications that are abusive, harassing, threatening, discriminatory, coercive, manipulative, or otherwise inappropriate. Messages that fall into any of the categories described in Section 5.19 may not receive a response, and Première Peau may limit communication to a single channel, require communications to be in writing only, require a single consolidated message, provide only minimal operational replies (e.g., resend tracking), or cease engagement entirely.