Refund policy

Right of Withdrawal and Returns Policy

Right of withdrawal for EU consumers

In accordance with European consumer protection rules and Articles L.221-18 et seq. of the French Consumer Code, consumers have 14 calendar days to withdraw from a distance purchase without giving any reason or paying any penalty.

For an order containing a single item, the withdrawal period begins on the day after the item is received.

When several items from the same order are delivered separately, the period begins on the day after the final item is received.

This statutory right applies only to consumers purchasing for purposes outside their trade, business, craft or profession. It does not normally apply to business customers, except where mandatory legislation provides otherwise.

How to exercise your right of withdrawal

You may exercise your right of withdrawal by:

using the online withdrawal function available on the Foliove website or in your customer account;
sending an unambiguous withdrawal statement to [marie@foliove.com](mailto:marie@foliove.com);
sending the model withdrawal form provided at the end of this policy.

Your notification must be sent before the 14-day withdrawal period expires.

You do not need to give a reason for your decision.

The mere return of the goods, without a clear statement informing us of your decision to withdraw, is not sufficient. Please notify us before sending the goods back or include your withdrawal statement with the returned parcel.

After notifying us of your withdrawal, you must return the goods within 14 calendar days.

Return address

Returns must be sent to:

FOLIOVE

19 rue Claude Monet

66740 Saint-Génis-des-Fontaines

France

Email: marie@foliove.com

Telephone: +33 7 83 67 32 37

Conditions of return

Returned products must be handled only to the extent necessary to establish their nature, characteristics and condition.

Posters and other paper products must be returned unframed, unmounted, unmarked and protected against creases, moisture and damage.

Where possible, please use the original protective packaging. If this is no longer available, suitable equivalent packaging must be used.

The absence of the original packaging does not automatically cancel your right of withdrawal. However, you may be held responsible for any reduction in value caused by handling beyond what would normally be permitted when examining the product in a shop.

Return costs

The direct cost of returning goods following a change of mind is borne by the customer, provided that the customer was informed of this obligation before placing the order.

Foliove will cover reasonable return and replacement delivery costs when:

the product is defective;
the product was damaged before delivery;
the wrong product was sent;
the product does not conform to the order.

We recommend using a tracked shipping service and keeping proof of dispatch.

Refunds

We will reimburse all payments covered by the withdrawal, including the cost of our least expensive standard delivery method, no later than 14 days after being informed of your decision to withdraw.

If you selected a more expensive delivery method, such as express delivery, the additional delivery cost will not be refunded.

For sales of goods, we may withhold the refund until:

we have received the returned goods; or
you have provided evidence that the goods have been sent back,

whichever occurs first.

The refund will be issued using the same payment method used for the original transaction, unless you expressly agree to another method. You will not incur any fees as a result of the refund.

Once the return has been received and inspected, we will inform you if any reduction in value has been identified.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to goods that have been:

made according to the customer’s individual specifications;
clearly personalised at the customer’s request;
altered or produced using wording, dimensions, colours or other features specifically supplied by the customer and not forming part of Foliove’s standard range.

The exception must relate to genuine personalisation. A product is not automatically excluded merely because it is printed after the order is placed, produced in a small quantity, signed, numbered or supplied as a limited edition.

Standard posters in the 70 × 100 cm and 100 × 140 cm formats therefore remain covered by the statutory right of withdrawal unless they have been genuinely personalised according to the customer’s individual instructions.

Promotional, discounted or sale items are also covered by the statutory right of withdrawal when purchased online.

Unused gift cards remain subject to any applicable statutory withdrawal rights. A gift card that has already been used, even partially, cannot be refunded for the amount already redeemed.

These exceptions do not affect your statutory rights if a product is defective, damaged or does not conform to the order.

Damaged, defective or incorrect products

Please inspect your order after delivery.

Contact us as soon as possible at marie@foliove.com if an item is defective, damaged or different from the product ordered. Please include:

your order number;
a description of the issue;
clear photographs of the product and packaging.

We will examine the issue and provide an appropriate solution.

Where the product is defective or does not conform to the contract, you benefit from the applicable statutory guarantees, including the French legal guarantee of conformity under Articles L.217-3 et seq. of the French Consumer Code and the guarantee against hidden defects under Articles 1641 et seq. of the French Civil Code.

These legal rights are separate from the 14-day right of withdrawal.

Exchanges

We do not process direct exchanges.

The quickest way to obtain another product or format is to return the original item in accordance with this policy. Once the return has been accepted, you may place a separate order for the new item.