Returns and refund policy
- Returns: not accepted (digital product)
- Refund: only if the file is defective or not delivered
- Contact: contact@maskeo.com · +33 6 09 72 15 69
Digital products, no returns possible
Maskeo only sells downloadable PDF templates. Nothing is shipped, so there is nothing to return, and a downloaded file cannot be “given back”. Orders are not exchanged.
No right of withdrawal after download
Article L221-28 13° of the French Consumer Code (article 16(m) of Directive 2011/83/EU) provides that the 14-day right of withdrawal does not apply to digital content not supplied on a tangible medium once performance has begun with the consumer’s prior express consent and acknowledgement that they lose this right.
Before paying, the customer is informed, next to the buy buttons and on the payment page, that by confirming payment they request immediate access to the PDF template and waive their right of withdrawal. This consent is confirmed in the delivery email.
When will you get a refund or a fix?
You are entitled to a replacement (new file or new link) or, if that is impossible, a full refund in the following cases:
- File not delivered: you received neither the link on the confirmation page nor the email, and resending the links does not solve the problem.
- Defective file: the PDF does not open, is corrupted, incomplete or unreadable.
- File not as described: the template does not match the product page (wrong mask, missing pages).
- Double payment: the same template was paid for twice by mistake.
These rights also follow from the legal guarantees set out in the terms of sale, which apply in all cases.
Not refunded: a change of mind after download, choosing the wrong model, a different look due to the printer or paper used, or difficulty assembling the mask. In the last two cases, please write to us anyway: we will gladly help.
How to make a request
- Write to contact@maskeo.com within [30 days] of your purchase (this period does not reduce the 2-year legal guarantees).
- Give the email address used for the order, the order date and the name of the mask.
- Describe the problem and, if possible, attach a screenshot of the error message.
Processing times
- Reply to your request: within [2 working days].
- Replacement: a new file or link is sent as soon as the problem is confirmed.
- Refund: made no later than 14 days after Maskeo’s agreement, to the payment method used for the order, free of charge. Depending on your bank, the credit may appear a few days later.
Contact
POITOUT & CO (Maskeo), 312 rue Jules Guesde, 59650 Villeneuve-d’Ascq, France · contact@maskeo.com · +33 6 09 72 15 69. See also the contact page.