Verified: 5 April 2026 02:00 am CET
Industry: Alcoholic Beverages & Spirits
Jurisdiction: France
Primary Regulator: Médiateur de la FEVAD (Mediation)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target users with “spoofed” phone calls pretending to be brand support to steal payment details. Pernod Ricard staff will never ask for your account password or ask you to read your full credit card number over the phone.
Level 1: Customer Support (Service Consommateur)
- How to complain: Your first legal step is to establish a paper trail regarding the product defect, missing e-commerce delivery, or refund request. You can email them directly at contact@ricard.com, log your complaint through their official contact forms, or call their dedicated, free customer service line at 0 800 25 98 60.
- Availability: The telephone hotline generally operates Monday to Friday from 9:00 AM to 6:00 PM (CET).
- Timeline: The service team generally provides a personalized response within a few business days, but legally they have up to 14 days to process a standard e-commerce withdrawal or return.
- Source Verification: Conditions Générales de Vente - Pernod Ricard France
Level 2: Formal Written Complaint & Mise en Demeure
- Who to contact: If the Service Consommateur ignores your claim or refuses a legitimate refund, you must formally escalate it by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR).
- Address: You must address your formal legal notice to the actual operational headquarters in the south of France, not the global holding company in Paris: Pernod Ricard France SAS, Les Docks, 10 Place de la Joliette, 13002 MARSEILLE, France.
- Timeline: The legal expectation for the company to provide a substantive, final response to a formal written notice in France is generally 15 to 30 days.
- Source Verification: Annuaire des Entreprises - PERNOD RICARD FRANCE
Level 3: Regulatory Authority / ADR (Médiation)
- E-Commerce & Consumer Disputes: For unresolved commercial disputes regarding refused returns, e-commerce delivery failures, or defective products, Pernod Ricard France is affiliated with the national e-commerce ombudsman. You must file your dispute directly with Le Médiateur du e-commerce de la FEVAD.
- Systemic Fraud / Health Reporting: Do not use SignalConso for an individual refund dispute. Only use SignalConso if reporting massive, systemic commercial fraud or widespread safety hazards.
- Timeline: You can open a mediation case only after you have received a negative written response from the Marseille headquarters, or if the 30-day statutory deadline has passed with no response. You can file online at
mediateurfevad.fror mail your dossier to: Médiateur du e-commerce de la FEVAD, 60 rue La Boétie, 75008 PARIS. - Source Verification: FEVAD - Le Médiateur
Level 4: Legal Action
- Pre-Litigation: You must have proof of your written complaints (LRAR to Pernod Ricard France) and proof that you attempted mediation (FEVAD) before a French judge will hear a small claims civil case.
- Filing the Lawsuit: For direct disputes with Pernod Ricard under €10,000, private consumers can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité). Claims under €5,000 can be initiated via a simple declaration (Requête) without needing a lawyer.
- Source Verification: Justice.fr - Saisir le tribunal judiciaire
Community Action: Is the customer service team refusing to refund a missing online order, or are you looking for the correct legal templates to draft a Mise en Demeure to the Marseille headquarters? Reply below (do not share your passwords, bank details, or your precise receipt numbers), and our consumer advocacy community will point you to the right resources!