Politique de remboursement

RETURN & REFUND POLICY

This Returns & Refunds Policy applies to any purchase made from Atelier du Cristal ("we", "our", "us").

By validating an order on our site, the customer ("you", "your") acknowledges having read, understood and accepted without reservation the entirety of the provisions below.

Nature of the product — No right of withdrawal

The items sold by Atelier du Cristal include:

custom sculpture lamps made of epoxy resin and solid wood;
associated personalization elements (embedded figurine, serial number engraved by hand on the edge of the wood, edition certificate, gift box).

Due to their nature, the items are not taken back, exchanged or refunded after the order is placed, except as provided in § 5.

In accordance with applicable regulations:

– Products made to the customer's order or clearly personalized (serial number engraved by hand on the edge of the wood) are excluded from the right of withdrawal under consumer protection law applicable to goods made to consumer specifications. – Sculpture lamps in epoxy resin and solid wood, fragile by nature and likely to be altered by handling, are not eligible for return for reasons of product preservation and integrity.

Consequently, no cancellation, return or refund can be granted after purchase, except under the specific conditions below.

Order confirmation

As soon as payment is validated, the order is considered accepted and automatically transmitted to our workshop for preparation and personalization.

Any cancellation request after payment cannot be guaranteed.

No guarantee of results

The product constitutes a personalized decorative creation with emotional and sentimental value.

The recipient's experience (emotion, surprise, attachment, aesthetic perception) varies from person to person.

No subjective emotional or aesthetic result is guaranteed.

The absence of perceived effect, subjective dissatisfaction or personal expectations never constitute grounds for a refund.

Order marked as "paid" or "delivered" but not received

Once payment is confirmed, the order is deemed accepted in full.

Once the carrier indicates that the parcel is "delivered", the order is considered fulfilled.

The customer acknowledges being responsible for collecting the parcel at the address provided. No refund may be granted if the customer claims not to have received the parcel while tracking marks it as delivered.

It is up to the customer to carry out the appropriate checks:

– neighbors, – concierge / reception, – local post office, – secure drop-off locations.

Defective or damaged product

Only if the product shows an obvious defect or damage attributable to transport may the customer submit a request.

Mandatory conditions:

– request within 7 calendar days following delivery; – photographic evidence of the defect, internal/external packaging and shipping label; – order number + identity.

After analysis and at our sole discretion, we may offer:

– a replacement, or – a full or partial refund.

Any request submitted after the deadline, without sufficient evidence, or related to mishandling / poor storage will be refused.

Incorrect or incomplete address, or impossibility of delivery

The customer is solely responsible for the accuracy of the address provided.

In the event of an address error, an unclaimed parcel or impossibility of delivery, no refund will be due.

Reshipment may be offered at the customer's expense if the parcel is returned to us.

Parcel refusal

Voluntary refusal of the parcel by the customer does not give rise to any compensation or refund.

Delays and force majeure

Delivery times are indicative.

Delays due to the carrier, customs, or events beyond our control (strikes, weather, health crises, force majeure…) never constitute grounds for a refund.

Use and responsibility after delivery

The customer is responsible for the handling, display and preservation of the product.

No coverage will apply in case of deterioration caused by:

– direct and prolonged exposure to sunlight, – contact with humidity or liquid, – a fall or impact, – rough handling, – inappropriate USB-C power connection, – normal wear and tear.

Unauthorized returns

Any product return without prior written authorization will be refused and will not give rise to any refund.

Fraud, abuse and suspicious behavior

We reserve the right to suspend or cancel any order in case of:

– suspicion of fraud, – abusive disputes, – suspicious inconsistencies, – identity theft, – abnormal or doubtful behavior.

Supporting documents may be required.

No refund may be claimed before the verifications are closed.

Claim process

Any request must be sent to:

📧 contact@atelierducristal.com

The request must imperatively include:

– first and last name, – order number, – detailed description, – evidence (photos, videos, etc.).

Incomplete requests may be rejected.

Processing time: up to 7 business days.

Refund (if approved)

If a request is accepted, the refund will be made via the same payment method.

A banking delay of 5 to 15 business days may apply.

General exclusions

No return, exchange or refund in the following cases:

– personal dissatisfaction, – absence of perceived emotional reaction, – lamp unboxed, engraved or personalized, – mishandling or poor storage, – parcel marked "delivered", – unclaimed parcel, – incorrect address, – parcel refusal, – request submitted after the deadline, – lack of sufficient evidence, – suspicion of fraud.

Policy changes

We reserve the right to modify this policy at any time.

The version in force is the one published on the site on the date of the order.