Refund policy
Returns and refunds
1. A frame made for you
Each Memora frame is made from the drawing you send us. Only one copy exists and it cannot be offered to anyone else.
For this reason, and in accordance with Article L.221-28 3° of the French Consumer Code, your order does not benefit from the 14-day right of withdrawal: this right does not apply to goods made to the consumer's specifications or clearly personalised.
You expressly accept this exclusion when you confirm your order, having been informed of it on this page and at the time of payment. Once manufacturing has started, the order can no longer be cancelled.
2. Before manufacturing begins
Your photo is checked automatically as soon as the order is placed.
If it does not allow a proper frame to be made — drawing too faint, blurred photo, incomplete framing —, we cancel the order and refund you in full, without you having to take any action. You receive an email explaining why, and you are free to order again with another photo.
As long as you have not received confirmation that manufacturing has started, write to us: if nothing has been started yet, we will cancel and refund.
3. If the frame arrives damaged or does not match your order
The exclusion of the right of withdrawal in no way affects your statutory guarantees. They apply in full.
We will replace or refund the frame, at our expense, in the following cases:
- Breakage or damage occurring during transport.
- Manufacturing defect: badly formed relief, cracked panel, defective finish.
- Non-conformity with your order: wrong size, wrong frame colour, a drawing that is not yours.
Write to us as soon as possible at contact@memoracadres.com, with your order number and one or two photos of the problem. We will reply with the steps to follow. If a return is necessary, it is at our expense: you do not pay anything upfront.
A difference in shade between the screen and the frame received, or between the original drawing and its colouring, does not constitute a defect: colour reproduction is faithful but not identical. This is stated on the product page.
4. Your statutory guarantees
The legal guarantee of conformity applies for 2 years from delivery. During this period, you only need to establish the existence of the defect, not when it appeared.
The guarantee against latent defects (Article 1641 of the French Civil Code) applies for 2 years from the discovery of the defect. You may then choose between cancellation of the sale and a reduction in the price.
These guarantees are free of charge and independent of any commercial gesture on our part.
Damage resulting from abnormal use, an impact after receipt or prolonged exposure to humidity or heat is excluded.
5. Refunds
Any refund is made to the payment method used for the order, no later than 14 days after our approval. Depending on your bank, a few additional days may pass before the amount appears in your account.
6. A problem?
Write to us first: most situations are resolved in a few messages. We undertake to seek an amicable solution with you. If the disagreement persists, your remedies are set out in Article 11 of our terms and conditions of sale.