Return & Refund Policy

Return & Refund Policy

At Souvence, your satisfaction is our priority. We are committed to delivering high-quality products and ensuring a seamless shopping experience. Please read through our return and refund policy for full transparency on how we handle any issues that may arise with your order.

Quality Guarantee

We take pride in the quality of our products. If you are not fully satisfied with the quality of your order, please contact us within 30 days of receiving the product. We will investigate the issue and work with you to find an appropriate solution. If our quality team confirms a defect, we will gladly provide a replacement at no additional cost.

Color Consistency

While we strive for color consistency, it's important to understand that slight variations can occur. Printing is a complex process, and factors such as machine settings, paper type, and environmental conditions like humidity may cause subtle differences in color. These variations are considered within an acceptable range and are not covered by our quality guarantee.

Defective or Damaged Products

If you or your customer receive a damaged or defective product, please reach out to us within 30 days. This applies to issues not caused by the design or content provided during the order. Examples include physical damage to the product, incorrect product or quantity delivered, and substandard product quality. In such cases, we will take full responsibility and send a replacement order promptly.

Personalized Products

Since each product at Souvence is made specifically for your order, we do not accept returns on personalized items unless there is a verified defect or error on our part. If you wish to place a new order, you will be responsible for the cost of the new item.

Lost or Missing Orders

For any packages lost in transit, please contact us within 30 days of the estimated delivery date. We will initiate an investigation and provide a replacement order at no extra cost if the package is confirmed lost.

Returned to Sender

In some cases, orders may be returned to us. If this happens, the most common reasons are incorrect address, rejected by recipient, or unclaimed package. If the address provided is deemed insufficient by the courier, the package will be returned and safely disposed of. In this case, a new order will need to be placed with the correct address, and you will be responsible for the cost of the new order. If the customer refuses the delivery, the product will be returned and safely disposed of. A new order can be placed, and you will be liable for the new order costs. If the package remains unclaimed at a pick-up location, it may be returned to us. In this case, a new order can be placed, but you will be responsible for the new shipping costs.

Refunds

All Souvence products are personalized and made to order based on the customer's selections. As such, these items cannot be restocked or resold once produced. For this reason, refunds are only granted in the event that the customer does not receive their order.

If the order has been delivered and the customer reports an issue (including, but not limited to, printing defects, production errors, or damage occurring during shipment), Souvence will, upon verification of the claim, issue a replacement album at no additional cost to the customer.

In these cases, refunds are not offered, as replacing the product is the appropriate remedy.

This policy also reflects our commitment to minimizing unnecessary waste: personalized products returned after production would be discarded, which is neither practical nor environmentally responsible.

Refunds, where applicable, will be processed within 14 calendar days of approval of the claim, in accordance with Article L221-24 of the French Consumer Code. They will be issued exclusively to the original method of payment used at the time of purchase. Under no circumstances can refunds be redirected to a different payment account or issued in cash.

Shipping fees are non-refundable, except where the error is attributable to Souvence.

EU Legal Guarantee of Conformity

Independently of this commercial policy, you benefit from the statutory guarantee of conformity of 2 years under EU law (Directive 2019/771 and Articles L217-3 and following of the French Consumer Code) from the date of delivery. If your album does not conform to what was ordered, you have the right to a free repair or replacement, and — where repair or replacement is impossible — a price reduction or refund. This legal right is not affected by our commercial policy and remains fully available to you.

Dispute Resolution

If we have been unable to resolve your issue together, you can turn to independent dispute resolution services:

You may refer your case to the mediator only after having first submitted a written complaint to us that has not been resolved within 2 months.

Contact Us

If you experience any issues with your order, please contact our support team. We are committed to resolving all inquiries within 48 hours.

We appreciate your trust in Souvence and look forward to serving you again.

Withdrawal Form / Formulaire de rétractation

In accordance with EU consumer protection regulations, you can download our withdrawal form below:

Please note: as our photo albums are custom-made products, the right of withdrawal cannot be exercised once printing has begun (Article L221-28 of the French Consumer Code / § 312g Abs. 2 Nr. 1 BGB).

Related legal documents: