Refund policy
Last updated: 14 June 2026
This Returns & Refunds Policy applies to orders placed on moranelle.com, including physical print orders and, where applicable, digital download products currently available on the website.
For any question, contact us at contact@moranelle.com.
1. Physical Products
1.1 Standard Prints
Standard prints purchased in the sizes and options listed on the product page may be returned under the statutory withdrawal right within 14 days of receipt, in accordance with applicable consumer law.
Returned prints must be unused, unframed, undamaged, and returned in their original protective sleeve and packaging, or in equivalent protective packaging.
For standard withdrawal returns, return shipping costs are the customer’s responsibility. This does not apply when the return is due to an error, defect, damage, or another situation for which Moranelle is legally responsible.
We do not provide prepaid return labels for standard withdrawal returns. Customers are responsible for arranging and paying for the return shipment, except where the return is due to an error, defect, damage, or another situation for which Moranelle is legally responsible.
No restocking fee is charged for eligible returns.
We do not offer exchanges. If you wish to order a different item, size, or print, you may place a new order after your eligible return has been processed.
1.2 Custom or Personalized Prints
Custom or personalized prints are not eligible for return under the statutory withdrawal right, in accordance with Article L221-28, 3° of the French Consumer Code.
This includes prints made according to the customer’s specific request, such as custom sizes, custom shapes, custom crops, special layout adjustments, personalized changes, or paper options not normally offered on the product page.
1.3 Damaged, Defective, Incorrect or Missing Orders
Please contact us if:
- the print arrives damaged,
- the print shows a manufacturing defect,
- the wrong item was delivered,
- the order is confirmed as lost in transit,
- the parcel is marked as delivered by the carrier but has not been received by the customer.
Depending on the situation, we may offer a replacement, a refund, or another appropriate solution.
1.3.1 Parcels Marked as Delivered
If tracking shows the parcel as delivered but the customer reports not having received it, the customer must contact us promptly. We may ask the customer to verify with neighbors, household members, concierge, or any safe place, and we may open an investigation with the carrier before providing a final solution.
1.4 When Returns May Not Be Accepted
Returns may not be accepted if:
- the print has been framed, altered, damaged, or handled improperly after delivery,
- the print is returned without suitable protective packaging,
- the return request concerns a custom or personalized print,
- the return request is made outside the applicable return or withdrawal period.
For standard prints, slight color differences caused by screen settings are not considered a defect if the print otherwise matches the product description.
For custom or personalized prints, we cannot accept returns based on incorrect size requested by the customer, dislike of the item when it matches the approved request or product description, or slight color differences caused by screen calibration.
Orders sent to an incorrect address provided by the customer cannot always be refunded or replaced once dispatched, but we will review the situation where possible.
1.5 Order Cancellation Before Production or Fulfillment
Customers may request the cancellation of an order before it has entered production or fulfillment.
Because our physical prints are produced after an order is placed, cancellation requests cannot always be accepted once production has started, including once the print has been prepared, printed, packed, or otherwise processed for fulfillment.
If a cancellation request is accepted before production or fulfillment has started, the order will be cancelled and refunded.
If production or fulfillment has already started, the cancellation request may be refused. This does not affect any statutory withdrawal right that may apply after delivery for eligible standard prints.
1.6 How to Request a Return, Replacement, Refund, or Cancellation
You may log in to your customer account using the same email address used for your order: https://account.moranelle.com
Once logged in, select the order concerned and follow the available request instructions.
For cancellation requests, please contact us as soon as possible after placing your order. Cancellation requests can only be considered before the order has entered production or fulfillment.
You may also contact us at contact@moranelle.com within a reasonable time after delivery for any issue involving damage, defect, incorrect item, missing item, or delivery problem.
Please include, where applicable:
- Your order number.
- The reason for your request.
- Clear photos of the damaged or defective item, where applicable.
- Photos of the packaging if the parcel arrived damaged.
1.7 Statutory Right of Withdrawal for EU Customers (Eligible Standard Prints Only)
For customers based in the European Union, eligible standard prints may be returned under the statutory right of withdrawal within 14 days of receiving the order, without giving any reason.
This right applies only to eligible standard prints. It does not apply to custom, personalized, or otherwise customized products.
To exercise your withdrawal right, you may use the electronic withdrawal function clearly displayed on our store.
This function allows you to submit your withdrawal request online by providing the information needed to identify your order, such as your name, order reference, and email address. After submitting the request, you will receive a confirmation via email.
You may also contact us at contact@moranelle.com within 14 days of receiving your order to notify us of your decision to withdraw.
For withdrawal returns, the print must be sent back within 14 days after notifying us of your decision to withdraw. Refunds will be processed within 14 days after we receive the returned item or after valid proof of return shipment has been provided, in accordance with applicable law.
Return shipping costs for standard withdrawal returns are the customer’s responsibility, unless the return is due to an error, defect, damage, or another situation for which Moranelle is legally responsible.
2. Digital Products
2.1 No Withdrawal After Download Begins
Under Article L221-28, 13° of the French Consumer Code, the statutory withdrawal right may no longer apply once the supply of digital content without a physical medium has begun, where the applicable legal conditions are met.
2.2 When a Refund May Be Granted
A refund may be issued only if:
- the file is technically defective and cannot be replaced,
- the wrong file was delivered, or
- we grant an exceptional goodwill refund.
To request assistance, please contact us at contact@moranelle.com with your order number and a description of the issue.
3. Exceptions
This Policy applies without prejudice to the statutory rights afforded to consumers under the French Consumer Code and relevant EU consumer law.