Politique de remboursement

RETURN AND REFUND POLICY

1. Made to Order Policy

All MONUMENTA products are exclusively made to order according to your specifications. Due to the personalized nature of each creation, we cannot accept returns, exchanges, or offer refunds under normal circumstances.

2. Exceptions

Refunds or replacements are only possible in the following cases:

- Product damaged during transport
- Manifest error in the order received (wrong item, wrong specifications)

3. Legal Framework

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to goods made according to consumer specifications or clearly personalized.

As our artworks are custom-made to order, they fall under this exception.

4. Claims Procedure

If you receive a damaged product or an incorrect order:

STEP 1 - Immediate inspection
Inspect your package upon delivery. If you notice any damage to the packaging, open it in the presence of the delivery person.

STEP 2 - Documentation (within 48 hours)
You must notify us within 48 hours of delivery by email at contact@monumenta.art with:
- Order number
- Dated photos of the packaging
- Dated photos clearly showing the damage or error
- Detailed description of the issue

STEP 3 - Assessment
Our team will review your claim within 2-3 business days and determine the appropriate solution (replacement or refund).

5. Important Handling Instructions

CRITICAL: Our resin statues are delicate and require careful handling.

When unpacking:
- DO NOT use knives, cutters, or sharp objects near the artwork
- Open packaging away from the resin surface
- Resin scratches and marks easily - any damage from sharp objects during unpacking is not covered

Damage caused by improper unpacking (knife marks, scratches from tools) cannot be claimed as transport damage.

6. Refund Processing

If your claim is approved:

- Replacement: A new piece will be manufactured and shipped at no additional cost
- Refund: Full refund processed within 14 days to your original payment method

7. Customer Responsibility

Please note that you are responsible for:
- Proper unpacking following our instructions
- Providing photographic evidence within 48 hours
- Accurate description of damage or error

We reserve the right to refuse claims that do not meet these criteria or are submitted after the 48-hour deadline.

8. Contact

For any questions regarding returns or refunds, please contact us at:
contact@monumenta.art

We are committed to ensuring your complete satisfaction while respecting the custom-made nature of our products.