Returns & Refunds

No returns for a change of mind

Every magnet is made from your own photos. As with any personalised product, the 14-day right of withdrawal does not apply (article L221-28 3° of the French Consumer Code): an order cannot be taken back, exchanged or refunded because you changed your mind. You are informed of this before paying, in our terms and conditions of sale.

However, if your order arrives defective, incomplete or damaged, we put it right: that is what this page is about.

Problems covered

• Printing defect: colours clearly different from the preview, streaks, stains, print shifted from the framing you approved.
• Defective magnet: magnet broken, peeling or not sticking.
• Order error: missing photo, extra photo or photo from another order, number of magnets different from your pack.
• Lost, damaged or incomplete parcel: the procedure is described in our shipping policy; the remedy is the same as below.

Reporting a problem

Write to contact@cherlyprints.com within 14 days of receiving your parcel, with:

• your order number;
• the magnets concerned and the problem you found;
• photos showing the defect.

We reply within 5 working days.

These 14 days are the time limit of our fast-track procedure. After that, you are still protected by the legal guarantees (see "Legal guarantees and disputes" below).

No need to send the magnets back

In most cases your photos are enough: you have nothing to send back and you can keep the defective magnets. If we need to examine them, we will ask you, and the return is at our expense.

Remedy: a free reprint

We reprint the magnets concerned free of charge, and only those, then send them to you with no shipping costs within 2 working days of our agreement, with the same delivery method and to the same address. You can ask us for another address or another pickup point in the same country.

Your photos are deleted from our servers 30 days after delivery (see our privacy policy). For a reprint requested after that, we will ask you to send them to us again.

A refund is only made in the cases provided for by law:

• the reprint is impossible;
• it has not been made within 30 days of your request;
• the defect persists after the reprint;
• the defect is too serious to justify a reprint (articles L217-14 and L217-16 of the French Consumer Code).

The guarantee against hidden defects also leaves you the choice of cancelling the sale (article 1644 of the French Civil Code).

Refunds and cancellation

When a refund is due (cases provided for by law above, or cancellation below):

• it covers the magnets concerned, in proportion to the price of the pack you actually paid, discount included;
• shipping costs are only refunded if the whole order is concerned;
• it is made to the payment method used for the order, free of charge, within 14 days of our agreement. Your bank then usually takes 5 to 10 days to show it on your account.

Cancelling an order: production starts as soon as you pay, and orders paid before 3 pm are shipped the same day. If you want to cancel, write to us as soon as possible: if printing has not started yet, we cancel the order and refund it in full. We cannot guarantee this: an order that has already been printed can no longer be cancelled.

What is not covered

• The quality of the original photo: blurry, dark or low-resolution photo. The editor warns you about photos of insufficient quality before you order.
• The framing you chose and approved in the preview.
• A slight colour difference between your screen and the print: every screen displays colours in its own way.
• Wear caused by misuse: exposure to a heat source, dishwasher, bending.
• A wrong address or a parcel not collected from the pickup point: see our shipping policy.

Legal guarantees and disputes

This procedure comes on top of the legal guarantees and does not replace them:

• the legal guarantee of conformity, for 2 years from delivery (articles L217-3 et seq. of the French Consumer Code);
• the guarantee against hidden defects, for 2 years from the discovery of the defect (articles 1641 et seq. of the French Civil Code).

Their details, and free recourse to a consumer mediator in case of disagreement, are set out in our terms and conditions of sale.