Refund policy
RETURN AND REFUND POLICY
At PorcelainMuse, every artwork is prepared with care and attention before shipment.
RIGHT OF WITHDRAWAL
You have 14 days from the date you receive your order to notify us that you wish to exercise your right of withdrawal, without having to provide a reason.
To exercise this right, contact us at:
Please include your name, order number and a clear statement confirming that you wish to withdraw from the purchase.
After notifying us, you must return the artwork within 14 days. We will provide the return instructions and return address by email.
RETURN CONDITIONS
Returned artworks must be carefully protected and sent back in their original condition.
You may inspect the artwork as you would in a physical shop. However, you may be held responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and condition of the artwork.
We strongly recommend reusing the original protective packaging whenever possible and choosing a tracked and insured shipping service.
RETURN SHIPPING COSTS
Return shipping costs are the responsibility of the customer when exercising the right of withdrawal.
If an artwork is defective, damaged during delivery or does not correspond to the order, PorcelainMuse will cover the appropriate return or replacement costs.
REFUNDS
Once we have received and inspected the returned artwork, we will issue the refund using the original payment method.
The refund includes the price paid for the artwork and the cost of the least expensive standard delivery method offered when the order was placed. Additional costs resulting from an express or premium delivery option are not refundable.
The refund will be processed within 14 days of receiving your withdrawal request. However, we may withhold the refund until we have received the returned artwork or until you provide proof that it has been shipped, whichever occurs first.
Your bank or payment provider may require additional time to display the refund.
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged, defective or incorrect, please contact us as soon as possible at:
Please provide:
• your name and order number
• photographs of the artwork
• photographs of the outer and inner packaging
• a photograph of the shipping label
• a brief description of the problem
We will review the situation and offer an appropriate solution, such as a replacement, repair, price reduction or refund, in accordance with applicable consumer law.
Reporting visible transport damage within 48 hours helps us process a carrier claim quickly. This recommended timeframe does not limit your statutory consumer rights.
PERSONALISED OR COMMISSIONED ARTWORKS
The right of withdrawal does not apply to artworks that have been made to the customer’s individual specifications, substantially personalised or specially commissioned.
Selecting a standard size, format or framing option offered on a regular product page does not, by itself, make an artwork personalised.
CANCELLATIONS
If you wish to cancel an order before shipment, contact us as soon as possible at maison64editions@outlook.fr.
We will do our best to accommodate the request. If production or preparation has already begun for a genuinely personalised or specially commissioned artwork, cancellation may no longer be possible.
LEGAL GUARANTEE
Your rights under this policy are in addition to the mandatory legal guarantees applicable to defective or non-conforming goods. Nothing in this policy limits your statutory consumer rights.
MODEL WITHDRAWAL FORM
Please complete and send this statement only if you wish to withdraw from your purchase:
To PorcelainMuse / Frédéric FONT
Email: maison64editions@outlook.fr
I hereby notify you that I wish to withdraw from the contract relating to the following order:
Order number:
Artwork ordered:
Date ordered:
Date received:
Customer’s name:
Customer’s address:
Date: