Refund policy

Contents

1. Right of withdrawal for standard products
2. Genuinely customised products
3. Exercising the right of withdrawal
4. Returning the product
5. Refund
6. Product damaged in transit
7. Defective or non-conforming product
8. Statutory guarantees
9. Modification or cancellation before production
10. After-sales service contact
11. Model withdrawal form

1. Right of withdrawal for standard products

For photo prints offered in the standard AluArtMountains catalogue, the customer has 14 calendar days to inform AluArtMountains of the decision to withdraw, without having to give a reason.

The period begins on the day after the product is received by the customer or by a third party designated by the customer, other than the carrier.

If the same order includes several products delivered separately, the period begins on the day after receipt of the final product. Where the period expires on a Saturday, Sunday or public holiday, it is extended until the next working day.

Standard products include in particular:

• a photograph already offered in the catalogue;
• a size selected from the list available on the product page;
• a finish offered in the standard range;
• a hanging solution offered in the standard range.

The fact that a photo print is manufactured or printed after the order is placed is not, by itself, sufficient to remove the right of withdrawal where the customer only chooses from the standard catalogue options.

2. Genuinely customised products

The right of withdrawal does not apply to products made to the customer’s specific requirements or which are clearly personalised.

This exclusion may in particular concern:

• a specially created size not included in the standard catalogue;
• a photograph supplied by the customer;
• the addition of text, a logo, a date or a personal element;
• retouching or a composition created specifically for the customer;
• a specific crop designed and approved solely for the customer’s project;
• a professional creation produced to a particular specification;
• a finish or display system specially produced outside the standard range.

Where this exclusion applies, it is clearly indicated to the customer before the order or quotation is confirmed.

The exclusion from the right of withdrawal does not limit the customer’s rights in the event of a defect, damage, error or non-conformity.

3. Exercising the right of withdrawal

To exercise the right, the customer must inform AluArtMountains of the decision before the 14-day period expires.

The declaration must state clearly and unambiguously the intention to withdraw. It may be sent by email to:

info@aluartmountains.com

The request should preferably state:

• the customer’s name and contact details;
• the order number;
• the product concerned;
• the date of receipt;
• the explicit decision to withdraw.

The customer may use the model form at the end of this policy, but use of the form is not mandatory.

Merely returning the product or refusing the parcel without a prior declaration is not sufficient to validly express the intention to withdraw.

4. Returning the product after withdrawal

After communicating the decision to withdraw, the customer has 14 calendar days to return the product.

To avoid sending it to a production site or an unsuitable address, the customer is advised to contact AluArtMountains before shipping. AluArtMountains will provide the written instructions and return address corresponding to the product concerned.

Requesting these instructions is an organisational measure for the return. It is not a request for authorisation and does not limit exercise of the right of withdrawal.

The product must not be sent directly to the manufacturer, production partner or any address appearing on the shipping label unless AluArtMountains has given written instructions to do so.

The direct cost of returning a product following a change of mind remains payable by the customer.

Because of the size, value and fragility of the photo prints, it is strongly recommended to use:

• the original packaging where it can be reused;
• the supplied inner protective materials;
• a tracked shipping service;
• insurance covering the value of the product.

The customer remains responsible for the product during return transport until it is received at the return address provided.

Condition of the returned product

The customer may open and examine the photo print to the extent necessary to check its nature, appearance, characteristics and size.

The product must be returned with:

• the accessories supplied;
• any hanging components included;
• the protective materials still available;
• its original packaging where it can reasonably be reused.

The customer may be held responsible for any diminished value resulting from handling beyond what is necessary to examine the product.

This may in particular concern a photo print that has been:

• installed, glued, drilled or fixed to a wall;
• scratched, stained or modified;
• damaged through improper handling;
• exposed to conditions that caused deterioration;
• returned without sufficient protection.

5. Refund following withdrawal

Where the right of withdrawal has been validly exercised, AluArtMountains refunds:

• the price of the returned product;
• the initial delivery charges corresponding to the least expensive standard delivery method offered when the order was placed.

Additional costs resulting from the customer’s voluntary choice of a more expensive delivery method, in particular express delivery, are not refunded beyond the cost of standard delivery.

The refund is made without undue delay and no later than 14 days after the date on which AluArtMountains was informed of the decision to withdraw.

However, AluArtMountains may defer the refund until:

• the returned product has been recovered;
• or proof of its dispatch by the customer has been received.

The date of the first of these events is used.

The refund is made using the same payment method as that used for the order, unless the customer expressly agrees to another method that does not result in any additional charge.

The direct costs of the return following withdrawal remain payable by the customer.

Wrong size or change of mind

An error in selecting a standard photograph, size or finish falls within the right of withdrawal when the time limits and conditions above are met.

AluArtMountains does not systematically operate direct exchanges. The customer may return the product under the right of withdrawal and then place a new order corresponding to the new choice.

6. Product damaged in transit

Where delivery is carried out by a carrier offered by AluArtMountains, AluArtMountains remains the customer’s point of contact for proper performance of the order.

If the parcel or photo print shows visible damage, the customer may refuse delivery or enter precise reservations on the document presented by the carrier.

If the damage is discovered after delivery, the customer must contact AluArtMountains as soon as possible. Reporting it within 48 hours helps with processing the case, without this period limiting the customer’s statutory guarantees.

Where possible, the request should include:

• the order number;
• a full photograph of the photo print;
• several detailed photographs of the damage;
• photographs of the outer packaging;
• photographs of the inner protective packaging;
• a photograph of the shipping label.

The customer must retain the photo print, packaging and protective materials until the case is closed.

After reviewing the information provided, AluArtMountains arranges the appropriate solution, including replacement of the product where justified.

7. Defective, incomplete or non-conforming product

This includes in particular:

• a printing or manufacturing defect;
• a mark, scratch or alteration present on delivery;
• the wrong photograph or size;
• an incomplete product;
• a missing hanging system where one was expressly included;
• any difference between the product received and the agreed characteristics.

The customer must contact AluArtMountains and state:

• the order number;
• a precise description of the problem;
• a full photograph of the product;
• several photographs identifying the defect.

AluArtMountains reviews the request in its capacity as seller and may, where necessary, open a case with its production partner. The customer does not have to deal directly with the manufacturer.

Where the conditions of the statutory conformity guarantee are met, the customer may request repair or replacement unless the chosen remedy would entail a manifestly disproportionate cost.

Given the nature of the photo prints, bringing the product into conformity will generally take the form of a new conforming print produced at no cost to the customer.

8. Statutory guarantees

Products sold by AluArtMountains benefit from:

• the statutory guarantee of conformity;
• the statutory guarantee against hidden defects.

Statutory guarantee of conformity

The consumer may bring a claim under the statutory guarantee of conformity for two years from delivery of the product.

The product is brought into conformity at no cost to the consumer, without major inconvenience and within a maximum period of 30 days following the request.

The consumer may obtain a price reduction or termination of the sale in particular where:

• AluArtMountains refuses to bring the product into conformity;
• bringing the product into conformity is impossible;
• bringing the product into conformity exceeds the statutory period;
• the defect is sufficiently serious to justify it.

Guarantee against hidden defects

The guarantee against hidden defects applies to defects that were hidden and existed before the sale and that make the product unfit for its intended use or substantially reduce its usefulness.

Proceedings must be brought within two years from discovery of the defect.

The commercial procedures described in this policy neither limit nor replace statutory guarantees.

9. Modification or cancellation before production

Orders may enter production quickly after payment has been confirmed.

A customer wishing to modify or cancel an order must contact AluArtMountains immediately.

Where the order has not yet entered production, AluArtMountains will do its best to modify or cancel it. However, modification or cancellation before production cannot be guaranteed.

This provision does not limit the right of withdrawal applicable to standard products after receipt.

10. After-sales service contact

AluArtMountains
Pierre Thiaville — Sole trader
Email: info@aluartmountains.com
Telephone: 06 27 07 55 18
Administrative address: 7 rue Aristide Briand, 69003 Lyon, France

The administrative address above is not necessarily the address to use to return a product. The appropriate return address is provided in writing after contact has been made.

11. Model withdrawal form

This form should be completed and sent only if you wish to exercise your right of withdrawal. Its use is not mandatory.