Return & Refund Policy

 

 

Last updated: 25/08/2026

This Return & Refund Policy explains the conditions applicable to returns and refunds for Products and Services supplied by MY PILOT COLLECTION (“MPC”).

It should be read together with the applicable B2C General Terms and Conditions of Sale or B2B General Terms and Conditions of Sale and, for transport matters, MPC’s Shipping Policy.

For Consumers, mandatory statutory rights always prevail over this Policy.

Unless expressly agreed otherwise, MPC does not provide a separate voluntary return or exchange right beyond the rights provided by applicable law.

1. Statutory Right of Withdrawal for Consumers

Where the statutory right of withdrawal applies, a Consumer has fourteen (14) days to withdraw from a distance or off-premises contract without giving any reason.

For the sale of a Product, the period generally runs from the day the Consumer, or a third party designated by the Consumer other than the carrier, receives the Product.

Where several Products forming the same Order are delivered separately, or a Product consists of several lots or parts delivered separately, the period runs from receipt of the last Product, lot or part.

For services, the period generally runs from conclusion of the contract.

For off-premises contracts, the Consumer may exercise the right of withdrawal from the date the contract is concluded.

If the last day falls on a Saturday, Sunday, public holiday or non-working day, the period is extended to the next working day.

The fact that a Product is an original artwork, unique piece, limited edition, collectible or handmade object does not, by itself, exclude the statutory right of withdrawal.

2. How to Exercise the Right of Withdrawal

The Consumer must notify MPC of the decision to withdraw before expiry of the applicable withdrawal period.

The Consumer may do so by:

MY PILOT COLLECTION
LĂ©a CRUSEL
38 rue Édouard Branly
81000 Albi
France

No justification is required.

Since 19 June 2026, distance contracts concluded through an online interface must provide a free, easily and directly accessible electronic withdrawal functionality. The functionality must allow confirmation of the withdrawal and the Consumer must receive an acknowledgement on a durable medium containing, in particular, the content, date and time of the declaration.

Exercising a statutory right of withdrawal is not subject to prior approval by MPC. Any subsequent communication from MPC concerns only the practical organisation of the return.

3. Returning the Product

After notifying MPC of the withdrawal, the Consumer must return or hand back the Product without undue delay and no later than fourteen (14) days after communicating the decision to withdraw, unless MPC offers to collect it.

Because MPC Products may be held or shipped directly from MPC, an artist’s studio, a Partner’s workshop or another location, the return address may differ from MPC’s business address.

MPC will therefore promptly provide the appropriate return address or collection instructions after receiving the withdrawal notice.

Products should not be returned to 38 rue Édouard Branly, Albi unless MPC specifically confirms that address for the return.

A statutory withdrawal remains valid even though the practical return address has not yet been communicated.

4. Condition of Returned Products

The Consumer may examine and handle a Product to the extent reasonably necessary to establish its nature, characteristics and functioning.

The right of withdrawal is not conditional on the Product being completely unused or on the original packaging being intact.

However, the Consumer may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the Product, where MPC has provided the legally required information concerning the right of withdrawal.

Because artworks and collectible objects may be fragile or valuable, the Consumer should return them with appropriate protection and, where reasonably possible, reuse the original protective packaging, crate, supports and accessories.

Any certificates, documentation, accessories or other elements supplied with the Product should also be returned where they form part of the Product.

The absence of original packaging does not, by itself, cancel a statutory right of withdrawal.

5. Return Costs and Specialist Art Transport

Where MPC has informed the Consumer accordingly before conclusion of the contract, the direct cost of returning a Product following a change-of-mind withdrawal is borne by the Consumer, unless MPC expressly agrees to bear that cost or applicable law provides otherwise.

For Products which, because of their size, weight, value or nature, cannot normally be returned by post, the applicable or estimated return cost is communicated before conclusion of the distance contract where required by law.

For valuable, fragile or large artworks, MPC may propose an appropriate specialist or insured return service. Where the return cost is legally borne by the Consumer, any service organised by MPC at the Consumer’s expense will be communicated before being charged.

For an off-premises contract where goods were delivered to the Consumer’s home at the time the contract was concluded and cannot normally be returned by post because of their nature, MPC will recover them at its own expense where required by law.

6. Refunds Following Withdrawal

When a valid statutory withdrawal is exercised, MPC refunds the sums due under applicable law, including the initial standard delivery costs where applicable, without undue delay and no later than fourteen (14) days after being informed of the decision to withdraw.

For Products, MPC may defer the refund until:

  • the Product has been recovered; or
  • the Consumer provides evidence that the Product has been dispatched,

whichever occurs first.

Refunds are made using the same payment method used for the original transaction, unless the Consumer expressly agrees to another method and this does not result in additional costs.

Where the Consumer expressly selected a delivery method more expensive than MPC’s standard delivery option, MPC is not required to refund the additional delivery surcharge.

After MPC issues the refund, the time taken for it to appear on the Consumer’s account may depend on the relevant bank or payment provider.

7. Services Started During the Withdrawal Period

Where a Consumer expressly requests that a paid Service begins before expiry of the withdrawal period, the Consumer may remain liable, in the event of withdrawal, for an amount proportionate to the Service actually supplied before MPC was informed of the withdrawal, provided the statutory conditions have been satisfied.

Where a Service has been fully performed before expiry of the withdrawal period, the right of withdrawal may be lost where performance began with the Consumer’s prior express agreement and acknowledgement of the loss of that right once the Service had been fully performed.

This may be relevant, for example, to separately contracted creative, design, advisory or other Services supplied in connection with a project.

8. Products and Contracts Excluded from the Right of Withdrawal

The statutory right of withdrawal does not apply where an exclusion provided by law is applicable.

For MPC’s activities, this may notably concern:

Custom-made and personalised Products.

Products made according to the Consumer’s specifications or clearly personalised are excluded from the right of withdrawal. This may include, for example, commissioned artworks, personalised engravings, dimensions, colours, inscriptions, materials or other characteristics specifically selected or created for the Consumer. 

Important: a Product is not automatically excluded merely because it is manufactured or produced after the Order is placed. A standard made-to-order Product that is not made to the Consumer’s specifications or clearly personalised remains subject to the statutory rules applicable to the transaction.

Fully performed Services.

The right may be lost under the conditions described in section 7.

Digital content supplied without a physical medium.

The right may be lost once performance has begun before expiry of the withdrawal period where the Consumer has given the legally required express consent and acknowledgement and MPC has provided the required confirmation. 

Public auctions.

Contracts concluded at a public auction are excluded from the statutory right of withdrawal. 

Other statutory exclusions under Article L.221-28 of the French Consumer Code remain applicable where relevant.

Fairs, exhibitions and physical sales

Purchases concluded at a fair, trade show or qualifying commercial event generally do not benefit from the statutory fourteen-day withdrawal period applicable to distance sales. French law requires the Consumer to be informed of this before the contract is concluded.

Likewise, a purchase concluded at ordinary business premises is not automatically subject to the distance-selling right of withdrawal.

These rules do not affect any specific statutory exception or any voluntary right expressly granted by MPC.

9. Damaged, Incorrect or Non-Conforming Products

A return resulting from a damaged, incorrect or legally non-conforming Product is different from a change-of-mind withdrawal.

The fourteen-day withdrawal procedure does not limit the Consumer’s statutory guarantees or remedies.

If a Product arrives damaged, incomplete, incorrect or appears not to conform to the Order, the Customer should contact MPC as soon as reasonably possible at contact@mypilotcollection.com and provide the Order number and, where useful, photographs or other evidence.

The applicable statutory guarantees, remedies and seller obligations are described in the B2C General Terms and Conditions of Sale.

Where MPC is legally responsible for a defective or non-conforming Product, the Consumer is not required to bear costs that the law places on MPC.

Transport damage and receipt procedures are addressed separately in MPC’s Shipping Policy.

10. Exchanges

MPC does not offer a general contractual right to exchange Products unless expressly stated or agreed for the relevant Product or Order.

Where a Consumer wishes to purchase another Product after exercising a right of withdrawal, a new Order may be required.

This does not affect any statutory right to repair, replacement, price reduction or termination where a Product is legally non-conforming.

11. Professional Customers

Professional Customers do not benefit from a general fourteen-day right of withdrawal.

Returns, cancellations, acceptance, conformity and refunds relating to Professional Orders are governed by MPC’s B2B General Terms and Conditions of Sale, the applicable quotation, contract and any Special Terms.

This does not exclude any mandatory statutory right that may exceptionally apply.

In particular, certain protections applicable to Consumers, including the withdrawal provisions, are extended under Article L.221-3 of the French Consumer Code to an off-premises contract between professionals where the subject matter of the contract falls outside the principal activity of the professional approached and that professional employs no more than five employees.

 

12. Contact

For any question regarding a withdrawal, return or refund, please contact:

MY PILOT COLLECTION


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