Refund policy
At Aurema, each canvas is printed on demand after your order has been confirmed. This production method allows us to limit overproduction while paying particular attention to the creation of each artwork.
Aurema remains your seller and your point of contact for any questions relating to your order, a complaint, a return or a refund.
To contact us: support@aurema.co
1. Right of Withdrawal
In accordance with the regulations applicable to distance selling, you have 14 days from receipt of your order to exercise your right of withdrawal, without having to provide any reason for your decision.
Where several goods from the same order are delivered separately, the withdrawal period begins upon receipt of the last item concerned.
To exercise your right of withdrawal before the end of this period, you may use the online withdrawal feature made available on our website, where available, use the standard withdrawal form provided at the end of this policy, or send us any other unambiguous statement expressing your decision to withdraw.
You may contact us at:
Simply refusing delivery or returning the product without first making a clear statement expressing your decision to withdraw is not sufficient to exercise this right.
2. Returns Following Withdrawal
After informing us of your decision to withdraw, you have a maximum of 14 days to return the product.
Please contact us before making any return so that we can provide you with the return address and instructions applicable to your order.
Do not return your order directly to an address shown on the parcel without first receiving our return instructions.
The direct costs of returning the product when exercising the right of withdrawal are borne by the customer, unless otherwise provided by law or indicated by Aurema.
The product must be returned properly protected.
You may be held liable for any decrease in the value of the product resulting from handling other than what is necessary to establish its nature, characteristics and proper functioning.
3. Refund Following Withdrawal
Where the right of withdrawal has been validly exercised, Aurema will refund the amounts due in accordance with applicable regulations, including the standard delivery costs initially paid where these are legally required to be refunded.
If you expressly chose a delivery method that is more expensive than the standard delivery method offered by Aurema, the corresponding additional cost will not be refunded.
The refund will be made using the same payment method used for the original order, unless the consumer expressly agrees to another refund method, provided that this does not result in any additional costs.
Aurema will issue the refund within the applicable statutory time limits.
For the sale of goods, Aurema may withhold the refund until the product has been recovered or until the consumer provides proof that it has been dispatched, whichever occurs first.
4. Customized Products
In accordance with applicable regulations, the right of withdrawal may, in particular, not apply to goods made to the consumer's specifications or clearly personalized.
This exception does not automatically apply to a canvas that is simply printed on demand when it corresponds to a standard model and standard options offered in our catalogue.
Where an Aurema product is genuinely customized according to the customer's specifications and falls within a legal exception to the right of withdrawal, this information will be communicated to the customer before the order is confirmed.
5. Damaged or Defective Product
If your order arrives damaged or has a defect, please contact us as soon as possible at:
To help us process your request, please provide:
- your order number;
- a description of the problem;
- one or more photographs clearly showing the product and the defect or damage;
- where relevant, a photograph of the packaging and its condition upon receipt.
After reviewing your request, we will inform you of the solution applicable to your situation, including replacement, bringing the product into conformity, or a refund where the legal requirements are met.
The provisions of this policy do not limit the statutory warranties available to consumers.
6. Incorrect Product
If you receive an artwork, size or product different from the one shown on your order confirmation, please contact us at:
Please provide your order number and, where necessary, photographs of the product received.
After verification, we will arrange the appropriate solution at no cost to you where the error is attributable to Aurema or one of its partners involved in fulfilling the order.
This provision does not apply to an error made by the customer when placing the order, such as selecting the wrong size or artwork.
In this case, the statutory right of withdrawal remains applicable where it may legally be exercised.
7. Slight Color Differences
Aurema takes particular care in presenting its artworks so that the images displayed on the website are as faithful as possible to the printed product.
However, slight differences in color or appearance may occur between the image displayed on your screen and the printed canvas, particularly due to your device's brightness and color settings and the characteristics of the printing process.
A slight variation in appearance therefore does not necessarily constitute a lack of conformity.
However, this provision does not deprive consumers of their rights where a product actually presents a lack of conformity within the meaning of applicable regulations.
8. Lost or Undelivered Parcel
If your order has not been delivered within the estimated timeframe, first check the tracking information provided when it was shipped.
If the situation does not change, contact us at:
Please provide your order number.
Aurema will carry out the necessary checks with its production partner and/or the carrier.
If the parcel is confirmed as lost, Aurema will take the appropriate measures in accordance with the consumer's rights, including sending a replacement or issuing a refund where applicable.
Where a parcel is marked as delivered but you have not received it, an investigation may be carried out with the carrier before your claim is finally processed.
9. Incorrect Delivery Address
The customer must check that their delivery address is accurate and complete before confirming the order.
If you notice an error after placing your order, contact us as soon as possible at:
We will attempt to correct the address as long as the order has not been shipped, although we cannot guarantee that the change will be possible if the order is already being produced, prepared or dispatched.
Once the order has been shipped, it may no longer be possible to change the address.
Where additional costs arise directly from an incorrect or incomplete address provided by the customer, these costs may, where permitted by law, remain the customer's responsibility.
10. Cancelling or Modifying an Order
As orders are sent to production quickly, please contact us immediately if you wish to modify or cancel an order.
If production has not yet started, we will do our best to accommodate your request.
Once production has started, an operational modification or cancellation may no longer be possible.
This limitation related to the production process does not remove the consumer's statutory right of withdrawal where that right applies.
11. Statutory Warranties
Products sold by Aurema benefit from the statutory warranties applicable to consumers, including the legal guarantee of conformity provided for by Articles L.217-3 et seq. of the French Consumer Code and the warranty against hidden defects provided for by Articles 1641 et seq. of the French Civil Code.
These warranties apply independently of any commercial warranty that may be offered by Aurema.
The legal guarantee of conformity applies under the conditions provided for by the French Consumer Code. In particular, the seller is liable for defects in conformity existing at the time the goods are delivered and which become apparent within two years from delivery, in accordance with applicable legal provisions.
If a product is non-conforming, defective or has a hidden defect, contact us at:
We will review your request and apply the remedies provided for under applicable regulations.
12. Consumer Mediation
In the event of a complaint, we invite you to contact Aurema first in order to seek an amicable solution:
After submitting a written complaint to Aurema, if you do not receive a satisfactory response or no amicable agreement is reached, the consumer may use, free of charge, the consumer mediator to which Aurema belongs:
CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice
49 rue de Ponthieu
75008 Paris
France
Phone: 01 89 47 00 14
Email: litiges@cm2c.net
Submit a dispute to CM2C
Use of the mediator is free of charge for the consumer.
13. Contact Us
For any request concerning withdrawal, a return, a complaint or a refund:
Aurema
Email: support@aurema.co
Please provide your order number to help us process your request.
Standard Withdrawal Form
Please send us the following information by email.
To Aurema:
Email: support@aurema.co
I hereby give notice that I withdraw from the contract for the sale of the following goods:
Product(s):
............................................................
Order number:
............................................................
Ordered on:
............................................................
Received on:
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Consumer's name:
............................................................
Consumer's address:
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Date:
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