Last Updated: December 6th, 2024

1. Introduction

At Neural Artistry, customer satisfaction is our priority. This Refund Policy outlines the conditions and procedures for requesting a refund for both physical and digital products purchased from our website https://www.neural-artistry.com. By placing an order, you agree to the terms outlined below.

2. Refunds for Digital Products

Due to the nature of digital goods, refunds for digital products are subject to specific conditions:

a. Non-Refundable Digital Products

• Once a digital product (e.g., downloadable artwork) has been downloaded or accessed, it is non-refundable in accordance with Article L221-28 of the French Consumer Code.
• By completing your purchase, you expressly waive your right to a refund for digital content once the download link is provided.

b. Refund Exceptions

• Refunds may be considered if:
  • The file provided is corrupted or inaccessible, and the issue cannot be resolved.
  • The product delivered does not match the description on the product page.
• In such cases, customers must contact us within 14 days of purchase via the contact form, providing proof of the issue (e.g., screenshots or error messages).

3. Refunds for Physical Products

Refunds for physical products (e.g., printed posters) are handled under the following conditions:

a. Conditions for Requesting a Refund

• Refund requests are accepted for:
  • Products that arrive damaged or defective.
  • Orders that do not match the specifications or personalization validated by the customer.
• Refunds are not available for:
  • Personalized products if the preview was approved by the customer before production.
  • Products returned without prior authorization.

b. How to Request a Refund

To request a refund, customers must:

1. Notify us via the contact form within 48 hours of receiving the product.
2. Provide:
   • The order number.
   • Photos of the damaged or defective product, as well as the packaging.
3. Return the product in its original condition, if requested.

c. Return Shipping Costs

• If the product is confirmed to be damaged or defective, Neural Artistry will cover the return shipping costs.
• For all other cases (e.g., change of mind), return shipping costs are the responsibility of the customer.

4. Refund Processing

Once a refund request is approved:

• Refunds will be processed within 14 business days from the date the returned product is received or the issue with a digital product is confirmed.
• Refunds will be issued to the original payment method used at the time of purchase.

5. Important Notes

• Refunds are not available for promotional or discounted items unless the product is defective or does not match its description.
• If an order includes both physical and digital products, each item will be assessed independently for refund eligibility.

6. Contact Us

If you have questions about our Refund Policy or need assistance with a refund request, please contact us via the contact form.