Conditions générales de vente
CONDITIONS OF SALE
Last updated: August 21, 2026
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SELLER INFORMATION
The website https://illuko.com is operated by:
Bruno Loustau EI, trading under the name illuko
94 Avenue Denfert Rochereau
75014 Paris, France
SIREN: 792 591 034
SIRET: 792 591 034 00030
Email: contact@illuko.com
VAT is not applicable pursuant to Article 293 B of the French General Tax Code.
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SCOPE
These Conditions of Sale apply to orders placed by consumers on illuko.com.
By confirming an order, the customer acknowledges having read and accepted these Conditions of Sale, the Refund Policy, the Shipping Policy and the Privacy Policy.
The applicable Conditions of Sale are those available on the website when the order is placed.
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PRODUCTS
illuko sells art prints, posters, framed prints and related wall-art products.
Products are printed on demand after an order is confirmed. The main characteristics, dimensions, materials and available options are presented on each product page.
Customers must check the selected artwork, size, paper and frame options before confirming an order.
We make reasonable efforts to display colours and products accurately. However, colours may vary slightly depending on screen settings and minor variations may occur during printing or manufacturing.
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PRICES
Prices are displayed in the currency applicable to the customer’s selected country or market.
For orders placed within the European Union, displayed prices include applicable taxes unless otherwise indicated.
Shipping costs and any other applicable charges are displayed before the customer confirms the order.
For deliveries outside the European Union, customs duties, import taxes or handling charges may be imposed by the destination country. Where these amounts are not collected during checkout, they may remain the responsibility of the recipient.
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ORDERS
The customer selects the products and options, checks the contents of the cart, provides the required delivery and payment information and confirms the order by clicking the button indicating an obligation to pay.
Before confirmation, the customer can identify and correct input errors.
An order confirmation is sent electronically after the order has been placed.
We may refuse or cancel an order for a legitimate reason, including payment failure, suspected fraud, an obvious pricing error, product unavailability or an inability to deliver to the requested destination. Any corresponding payment already collected will be refunded.
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PAYMENT
Available payment methods are displayed during checkout.
Payment is due when the order is confirmed. The customer confirms that they are authorised to use the selected payment method.
Payment transactions may be processed by Shopify Payments or another payment provider displayed during checkout.
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PRODUCTION, CHANGES AND CANCELLATIONS
Products are printed on demand and may enter production shortly after order confirmation.
Customers who wish to change or cancel an order must contact contact@illuko.com immediately. We will make reasonable efforts to process the request, but a change or cancellation cannot be guaranteed once production has started.
This provision does not restrict any mandatory right of withdrawal available under applicable consumer law.
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DELIVERY
Orders are delivered to the address supplied by the customer.
Production generally takes between 1 and 4 working days. Production time is separate from delivery time. Estimated delivery information is displayed during checkout or provided with the order information.
Products in the same order may be manufactured at different facilities and delivered in separate parcels.
For consumers, responsibility for loss of or damage to the product passes when the customer, or a person designated by the customer other than the carrier, physically receives the product.
If delivery does not occur within the announced period, the customer benefits from the remedies provided by applicable consumer law.
Further information is available in our Shipping Policy:
https://illuko.com/policies/shipping-policy
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INCORRECT DELIVERY ADDRESS
The customer must ensure that the delivery address is complete and correct.
If an address needs to be changed, the customer must contact us immediately. We will try to update it, but changes cannot be guaranteed after processing or dispatch.
Additional production or delivery costs caused by an incorrect or incomplete address may be charged to the customer where permitted by law.
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RIGHT OF WITHDRAWAL
Consumers have 14 days from the day after receiving the product to exercise their right of withdrawal without providing a reason.
To exercise this right, the customer must send an unambiguous statement or the withdrawal form provided at the end of these Conditions to:
The customer must then return the product no later than 14 days after notifying illuko of the withdrawal.
The product must be returned to the address provided by illuko after the request has been accepted. Products must never be returned to the printing facility address shown on the shipping label without prior authorisation.
The customer bears the direct cost of returning a product under the right of withdrawal, except where applicable law provides otherwise.
The customer may handle the product only to the extent necessary to establish its nature, characteristics and proper functioning. The customer may be responsible for diminished value resulting from handling beyond what is necessary.
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REFUNDS FOLLOWING WITHDRAWAL
When the right of withdrawal is validly exercised, illuko will refund the payments received for the returned product, including the cost of standard outbound delivery where required by law.
Additional costs resulting from the customer’s choice of a more expensive delivery method are not refundable.
The refund will be made using the original payment method, unless otherwise agreed.
We may withhold reimbursement until the product has been received or the customer provides proof of return, whichever occurs first.
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PERSONALISED PRODUCTS
The statutory right of withdrawal does not apply to products created according to the customer’s individual specifications or clearly personalised, including products containing a customer’s photograph, name, personal text or other custom element.
Choosing an existing design, size, paper type or frame option from the standard illuko catalogue is not considered personalisation under these Conditions.
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DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Customers should inspect their order upon delivery.
If a product arrives damaged, defective or incorrect, the customer should contact us as soon as possible at contact@illuko.com and provide:
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the order number;
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a photograph of the complete product;
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a close-up photograph of the damage or defect;
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a photograph of the packaging;
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a photograph of the shipping label.
The customer must not return or dispose of the product before receiving our instructions.
After verification, we will provide an appropriate solution, which may include replacement or reimbursement at no additional cost.
This procedure does not restrict the customer’s statutory guarantee rights.
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LEGAL GUARANTEE OF CONFORMITY
Consumers benefit from the legal guarantee of conformity under Articles L.217-1 to L.217-32 of the French Consumer Code.
The consumer has two years from delivery of the product to request application of the legal guarantee of conformity if a lack of conformity appears.
The consumer is entitled to have the product brought into conformity by repair or replacement, without charge and within the conditions and time limits provided by law.
Where repair or replacement is impossible, refused, excessively delayed or causes a major inconvenience, the consumer may be entitled to a price reduction or termination of the contract in accordance with applicable law.
The legal guarantee applies independently of any commercial guarantee or procedure offered by illuko or its printing partners.
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GUARANTEE AGAINST HIDDEN DEFECTS
The customer also benefits from the guarantee against hidden defects under Articles 1641 to 1649 of the French Civil Code.
A hidden defect is a defect that makes the product unfit for its intended use, or reduces that use to such an extent that the customer would not have purchased it, or would have paid a lower price, had the defect been known.
The customer may choose between returning the product for a refund or keeping it and obtaining a price reduction, subject to the applicable legal conditions.
The action must be brought within two years from discovery of the defect.
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INTELLECTUAL PROPERTY
The illustrations, designs, photographs, texts, graphics, logo and other content available on illuko.com are protected by intellectual property law.
Purchasing a physical product does not transfer copyright or any other intellectual property rights relating to the artwork.
No content may be reproduced, distributed, modified, published, sold or commercially exploited without prior written authorisation.
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PERSONAL DATA
Personal data is processed in accordance with our Privacy Policy:
https://illuko.com/policies/privacy-policy
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FORCE MAJEURE
We are not responsible for a failure or delay caused by an event outside our reasonable control.
Where such an event affects an order, we will inform the customer where reasonably possible and take appropriate measures in accordance with applicable law.
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CUSTOMER SERVICE AND COMPLAINTS
For any question or complaint, customers may contact:
illuko
Email: contact@illuko.com
Postal address: 94 Avenue Denfert Rochereau, 75014 Paris, France
We will attempt to resolve complaints amicably.
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CONSUMER MEDIATION
After first submitting a written complaint to illuko and if the dispute cannot be resolved directly, the consumer may refer the matter free of charge to:
CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice
49 Rue de Ponthieu
75008 Paris, France
Telephone: +33 1 89 47 00 14
Website: https://www.cm2c.net
Consumer mediation is free of charge for the consumer.
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GOVERNING LAW AND JURISDICTION
These Conditions of Sale are governed by French law.
Consumers residing in another country continue to benefit from any mandatory protections granted by the law of their country of residence.
If no amicable solution or mediation is reached, the consumer may bring proceedings before any court having jurisdiction under applicable consumer law.
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SEVERABILITY
If any provision of these Conditions is declared invalid or unenforceable, the remaining provisions will continue to apply.
WITHDRAWAL FORM
Complete and send this form only if you wish to withdraw from the contract.
To:
illuko
94 Avenue Denfert Rochereau
75014 Paris, France
Email: contact@illuko.com
I hereby notify you of my withdrawal from the contract relating to the following product or products:
Order number:
Product or products:
Order date:
Delivery date:
Customer’s name:
Customer’s address:
Customer’s email address:
Date:
Signature, required only if this form is sent on paper: