Refund policy
Returns and refund policy
We offer a 30-day return policy. You have 30 days from the day you receive your order to let us know that you wish to return it. This applies to every country we ship to, and it is longer than the statutory cancellation period in the European Union and the United Kingdom.
Return conditions
To be eligible for a return, the item must be in its original condition, unused, complete (with every element of the set) and in its original packaging. Proof of purchase may be requested.
How to request a return
To start a return, contact us at info@maisonartsen.fr.
Returns must be sent to the following address:
ASENG SAS
39 RUE DE CHATEAUDUN
75009 PARIS
France
Please contact us before sending anything back, so that we can give you the return instructions.
Return shipping costs
Return shipping costs are borne by the customer. We recommend a tracked service, so that your parcel can be followed until it reaches us.
Damaged, faulty or incorrect items
Please inspect your order as soon as you receive it and contact us straight away if an item is faulty, damaged, or if you have received the wrong item, so that we can put things right. In these cases, the return shipping is on us.
Exceptions / non-returnable items
Some items cannot be returned when they fall under the legal exceptions, in particular:
- personalised or made-to-order items (for example, a personal photo turned into a paint by numbers canvas),
- gift cards.
If you have a question about a specific item, please contact us.
Right of cancellation
Wherever your order is delivered, you have the right to cancel your order within 30 days of receiving it, without giving any reason. The return conditions above apply.
Model cancellation form
To: Maison Artsen / Aseng – info@maisonartsen.fr
I hereby give notice that I cancel my contract of sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:
Signature (only if this form is sent on paper):
Refunds
We will let you know as soon as we have received and inspected your return. If the refund is approved, you will be refunded to your original payment method, in the currency you paid in, as soon as we receive the return or proof that it has been sent. Your bank may then take a few days to show the refund on your statement.