Refund policy

Personalised products: no right of withdrawal

Our mats are printed individually, after your order, from the artwork you chose or composed. They are clearly personalised goods: under article L.221-28 3° of the French Consumer Code, they cannot be taken back, exchanged or refunded under the right of withdrawal.

An on-screen preview always differs slightly from a physical print. Check your artwork before confirming: that is the only moment it can be changed.

Collection mats

A mat ordered from the collection, without personalisation, may be returned within fourteen days of receipt, unused and in its original packaging. Return shipping is at your expense. The refund is issued within fourteen days of receiving the parcel.

Damaged, faulty or incorrect product

That is a different matter, and we take it back entirely. If your mat arrives damaged, has a printing defect or does not match your order, write to us within fourteen days of receipt, with your order number and a photo of the problem.

We reprint the mat at our expense or refund you in full, as you prefer. No return will be charged to you.

Studio credits

Unused credits are refundable within fourteen days of purchase, on request, in proportion to the remaining balance.

Credits already used are not refundable: the service was delivered, the image was generated. By purchasing credits, you accept immediate performance of the service and waive your right of withdrawal for credits used (article L.221-28 13°).

One exception: if a generation fails due to a technical problem on our side, the credit is automatically restored. If it is not, let us know and we will put it right.

You receive free credits when you sign up. A generation relies on an automated model: the result may not match what you had in mind, without this being a defect. Those free credits are there for exactly that, they let you run it again or refine it without paying more. Expect several attempts: that is how the tool normally works.

How to reach us

Write to us from the contact page with your order number. We reply within 24 business hours.