Terms of service
Terms of sale
These terms govern the sale of personalised pet portraits, by the seller identified in the legal notice, to consumers. They are accepted when an order is placed.
What these terms cover
These terms apply to every order placed on this site by a consumer -- an individual acting for purposes outside their trade or profession.
The seller, their address, their registration number and their contact details are in the legal notice, which forms part of these terms.
The seller delivers to France. An order placed from another country may be refused.
Placing an order means accepting these terms as published on that date.
The products
The seller makes pet portraits from a photo supplied by the customer and prints them as an unframed print, a framed print, a canvas or a metallic print, in the sizes offered on the product page.
The portrait is generated by an artificial-intelligence model from the customer's photo. It is not a hand-painted picture and the seller does not present it as one.
Every portrait is made to order from the photo and the customer's choices: style, size, material, background colour and, where chosen, the pet's name. Nothing is held in stock.
The example portraits on the site show the styles available. The result depends on the photo supplied and cannot be identical to an example.
Prices
Prices are shown in euros, all taxes included. Shipping is free: nothing is added at checkout.
Tax statement applying to the seller: TVA non applicable, article 293 B du CGI
The price that applies is the one shown when the order is confirmed. The seller may change prices at any time, with no effect on orders already confirmed.
Ordering and the preview
The customer sends a photo of their pet, picks a style and a size, and gets a free preview of the portrait. The preview needs no account and no card.
The customer approves the preview before paying. The order is made on the basis of the approved preview, and that preview is the reference if there is a complaint.
The order is concluded when payment is accepted. The seller then sends a confirmation email setting out the order.
The seller may refuse an order whose photo cannot produce an acceptable result, or whose content breaks these terms. Payment is then refunded in full.
Languages. The contract may be concluded in French, Spanish or English; French is always available.
Steps and corrections. Ordering takes four steps: photo, preview, cart, payment. Before paying, the customer can check and correct their order and their details in the cart and on the payment page.
Archiving. These terms can be printed or saved. For any order of at least 120 euros, the seller keeps the contract from its conclusion until ten years after delivery, and the customer can get a copy at any time by writing to the contact address (articles L213-1, D213-1 and D213-2 of the French consumer code).
The photo the customer supplies
By sending a photo, the customer confirms that they hold the rights to it or are allowed to use it for this purpose.
If a person is visible in the photo, the customer confirms that they have agreed to this use. The seller accepts no photo showing a child.
The seller may refuse a photo that is unlawful, violent, or infringes someone else's rights.
The photo remains the customer's. What the seller does with it, where it is kept and when it is deleted are set out in the privacy policy.
Right of withdrawal
The portraits are made to the customer's specifications and clearly personalised. Under article L221-28, 3° of the French consumer code, the fourteen-day right of withdrawal does not apply to these orders.
This is stated before the order, next to the add-to-cart button, as article L221-5, I, 10° of the French consumer code requires.
What stands in place of withdrawal here is the preview: it is free, it is seen before paying, and nothing is printed until the customer has approved it.
Having no right of withdrawal takes away none of the customer's legal guarantees. The guarantees below apply in full.
Digital file. The high-resolution file is supplied by download, without a physical medium, in JPEG (sRGB) format, readable on any device that can display this type of image. The delivery contains two files: the portrait at the print resolution of the size ordered, and a 1290 × 2796 pixel crop for a phone wallpaper.
For the digital file, the customer expressly asks for performance of the contract to begin before the fourteen-day withdrawal period ends and acknowledges that they will lose their right of withdrawal as a result (article L221-28, 13° of the French consumer code). The seller confirms this agreement to them by email.
Commercial guarantee contract (contrat de garantie commerciale)
Guarantor: the seller identified in the legal notice (name, postal address, telephone number and email address).
Content: if the printed portrait does not match the preview the customer approved, the seller reprints it or refunds it, whichever the customer prefers. If the parcel arrives damaged, the seller replaces it. A photo of what arrived is enough; the customer sends nothing back at their own cost.
Implementation, price, duration and territory: the customer writes to the contact address in the legal notice, quoting their order number, within 30 days of delivery. The guarantee is free; it lasts 30 days from delivery and applies in France.
Exclusions: normal wear, damage occurring after delivery, and the result obtained from a photo used despite a warning shown before the order. This commercial guarantee applies without prejudice to the customer's right to the legal guarantee of conformity and the guarantee against hidden defects (articles 1641 to 1649 of the French civil code). It applies in addition to the rights the customer has under the legal guarantee of conformity for as long as that legal guarantee lasts, and does not replace them.
Legal guarantees
The customer has the legal guarantee of conformity and the legal guarantee against hidden defects, on the terms set out below.
Reproduced word for word, in French, as the annex to article D. 211-2 of the French consumer code requires. It is not translated: it is a French statutory form, and a translation would not carry the same effect.
Le consommateur dispose d'un délai de deux ans à compter de la délivrance du bien pour obtenir la mise en œuvre de la garantie légale de conformité en cas d'apparition d'un défaut de conformité. Durant ce délai, le consommateur n'est tenu d'établir que l'existence du défaut de conformité et non la date d'apparition de celui-ci.
Lorsque le contrat de vente du bien prévoit la fourniture d'un contenu numérique ou d'un service numérique de manière continue pendant une durée supérieure à deux ans, la garantie légale est applicable à ce contenu numérique ou ce service numérique tout au long de la période de fourniture prévue. Durant ce délai, le consommateur n'est tenu d'établir que l'existence du défaut de conformité affectant le contenu numérique ou le service numérique et non la date d'apparition de celui-ci.
La garantie légale de conformité emporte obligation pour le professionnel, le cas échéant, de fournir toutes les mises à jour nécessaires au maintien de la conformité du bien.
La garantie légale de conformité donne au consommateur droit à la réparation ou au remplacement du bien dans un délai de trente jours suivant sa demande, sans frais et sans inconvénient majeur pour lui.
Si le bien est réparé dans le cadre de la garantie légale de conformité, le consommateur bénéficie d'une extension de six mois de la garantie initiale.
Si le consommateur demande la réparation du bien, mais que le vendeur impose le remplacement, la garantie légale de conformité est renouvelée pour une période de deux ans à compter de la date de remplacement du bien.
Le consommateur peut obtenir une réduction du prix d'achat en conservant le bien ou mettre fin au contrat en se faisant rembourser intégralement contre restitution du bien, si :
1° Le professionnel refuse de réparer ou de remplacer le bien ;
2° La réparation ou le remplacement du bien intervient après un délai de trente jours ;
3° La réparation ou le remplacement du bien occasionne un inconvénient majeur pour le consommateur, notamment lorsque le consommateur supporte définitivement les frais de reprise ou d'enlèvement du bien non conforme, ou s'il supporte les frais d'installation du bien réparé ou de remplacement ;
4° La non-conformité du bien persiste en dépit de la tentative de mise en conformité du vendeur restée infructueuse.
Le consommateur a également droit à une réduction du prix du bien ou à la résolution du contrat lorsque le défaut de conformité est si grave qu'il justifie que la réduction du prix ou la résolution du contrat soit immédiate. Le consommateur n'est alors pas tenu de demander la réparation ou le remplacement du bien au préalable.
Le consommateur n'a pas droit à la résolution de la vente si le défaut de conformité est mineur.
Toute période d'immobilisation du bien en vue de sa réparation ou de son remplacement suspend la garantie qui restait à courir jusqu'à la délivrance du bien remis en état.
Les droits mentionnés ci-dessus résultent de l'application des articles L. 217-1 à L. 217-32 du code de la consommation.
Le vendeur qui fait obstacle de mauvaise foi à la mise en œuvre de la garantie légale de conformité encourt une amende civile d'un montant maximal de 300 000 euros, qui peut être porté jusqu'à 10 % du chiffre d'affaires moyen annuel (article L. 241-5 du code de la consommation).
Le consommateur bénéficie également de la garantie légale des vices cachés en application des articles 1641 à 1649 du code civil, pendant une durée de deux ans à compter de la découverte du défaut. Cette garantie donne droit à une réduction de prix si le bien est conservé ou à un remboursement intégral contre restitution du bien.
Delivery commitment
The seller delivers to France. Shipping is free.
Because every portrait is printed to order, production (one to two working days) is included in the delivery time below.
The seller commits to delivering the order within the following times at the latest, counted from the conclusion of the contract (payment accepted):
- France — Usually 2 to 8 days, 14 calendar days at most from payment, production included. Free shipping.
If the seller does not deliver within that time, the customer may notify the seller that payment is suspended or, after formal notice that goes unanswered within an additional reasonable period, terminate the contract, under article L216-6 of the French consumer code. These provisions do not limit the customer's other rights. The seller warns the customer of any foreseeable delay. Busy periods (the end-of-year holidays) are flagged on the site before ordering.
The customer gets an email with tracking as soon as the parcel leaves the printer.
If delivery fails, the carrier leaves a card or drops the parcel at a pickup point. If the parcel comes back to the seller because it was not collected, the seller contacts the customer to arrange another dispatch; a wrong address given by the customer may incur a reshipping charge.
Risk passes to the customer when the parcel is handed over.
Payment
Payment is made online when the order is placed, by the means offered on the checkout page. The seller never has access to card details.
An order is only processed once payment has been accepted.
The seller keeps ownership of the delivered portrait until the price has been paid in full.
Complaints and mediation
A complaint goes to the seller first, by email to the address in the legal notice, quoting the order number.
If the answer does not settle it, or if there is no answer within one (1) month, the customer may use a consumer mediator free of charge, under articles L612-1 and L616-1 of the French consumer code. The competent mediator is Société Médiation Professionnelle, whose site is https://www.mediateur-consommation-smp.fr and whose postal address is Alteritae, 5 rue Salvaing, 12000 Rodez. If a dispute could not be settled through a prior complaint made to the seller, the seller gives these contact details to the customer again.
Using mediation is optional and does not prevent going to court.
Governing law and disputes
These terms are governed by French law.
That choice does not deprive the consumer of the mandatory protective provisions of the law of their country of habitual residence. A consumer resident in Spain keeps, in particular, the benefit of any Spanish consumer-protection rules more favourable to them.
For customers resident in the United States, these terms apply on the same footing, without prejudice to the rights their state's law gives them.
In a dispute, the parties look for an amicable solution before taking any legal action.
The French version of these terms is the reference version. Where a translation differs from it, the reading more favourable to the consumer applies.