Conditions d’utilisation
Terms of Service.
Last updated: September 16th, 2026 · Effective from: September 18th, 2026
- These terms
1.1 These Terms of Service ("Terms") govern your access to and use of store.altrum.com (the "Store") and your purchase of any product from it. Please read them before placing an order.
1.2 By using the Store, creating an account, or placing an order, you confirm that you accept these Terms and agree to be bound by them. If you do not accept them, please do not use the Store.
1.3 If you are ordering on behalf of a company, partnership or other organisation, you confirm that you have authority to bind that organisation, and "you" in these Terms means that organisation.
1.4 These Terms apply to the Store only. Custom and bespoke projects arranged directly with our team, and purchases made through other Altrum sales channels, are governed by the terms applicable to those channels.
1.5 Where these Terms distinguish between a "Consumer" and a "Business Customer", those terms have the meanings given in clause 3.
1.6 If you are a Consumer and mandatory consumer-protection law applies to your order, including the Quebec Consumer Protection Act where applicable, these Terms are subject to those mandatory rights and remedies. Nothing in these Terms excludes, restricts or waives a right that cannot lawfully be excluded, restricted or waived.
2. Who we are
2.1 The Store is operated by Altrum Group Inc., trading as ALTRUM® ("Altrum", "we", "us", "our"), a company incorporated in Quebec, Canada with its registered office at 38 Avenue du Pont, Saint-Martin, Quebec G0M 1B0, Canada and business number [1182525163].
2.2 You can contact us at solutions@altrum.com or +1 (418) 382-3930. Order and delivery enquiries go to solutions@altrum.com; enquiries about bespoke projects go to sales@altrum.com. Where these Terms require notice in writing, email to the relevant address is sufficient.
3. Definitions
3.1 "Consumer" means an individual purchasing wholly or mainly outside their trade, business, craft or profession.
3.2 "Business Customer" means any other purchaser, including a company, firm or public body, or an individual purchasing for business purposes.
3.3 "Personalised Product" means any product produced using content you supply or a design you configure — including commemorative awards, deal commemoratives and trophies incorporating your text, artwork, logos or transaction details.
3.4 "Customer Content" means any text, image, logo, trademark, artwork, file or other material you supply to us, or incorporate into a Design, in connection with an order.
3.5 "Design" means the configuration and artwork you submit through the Store's design tool when placing an order, as shown to you before checkout.
3.6 "Print-Ready" means Customer Content that meets the file requirements in clause 8.4 and can be reproduced without further preparation by us.
4. Using the Store
4.1 We grant you a limited, non-exclusive, revocable licence to access and use the Store for the purpose of browsing, configuring designs and purchasing products.
4.2 You must be 18 years of age or older to place an order. If you are under 18, you may use the Store only with the involvement of a parent or guardian, who must place the order and who accepts these Terms on your behalf.
4.3 The Store is a general-audience service and is not directed to children. We do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, contact privacy@altrum.com and we will delete it.
4.4 We may modify, suspend or withdraw all or part of the Store at any time without notice.
5. Accounts
5.1 You may create an account to place orders, save designs and track deliveries. You must provide accurate information and keep it up to date.
5.2 You are responsible for keeping your account credentials confidential and for all activity under your account, including designs saved to it and orders placed from it. Tell us immediately if you believe your account has been used without your authorisation.
5.3 Where your account is held by an organisation and shared among colleagues, that organisation is responsible for the acts of everyone it gives access to.
5.4 We may suspend or close an account we reasonably believe has been used in breach of these Terms.
6. Products and descriptions
6.1 We take care to describe and picture products accurately, but images and on-screen previews are illustrative. Colour, finish, grain, optical clarity and exact dimensions may vary — particularly in crystal, glass, acrylic, wood and metal, where minor variation is inherent to the material and to the manufacturing process, and is not a defect.
6.2 Screen colour reproduction varies between devices. The on-screen preview of your Design is a representation, not an exact colour match to the finished product.
6.3 Dimensions are approximate. Polishing and other artisanal processes can result in slight variations of approximately ±1/8 inch (3.175 mm). Weights are approximate.
6.4 Some red, green and blue (RGB) and Pantone colours cannot be reproduced exactly in cyan, magenta, yellow and black (CMYK), so slight variations are normal. Screen brightness, device settings, printing method and material characteristics all affect final appearance.
6.5 Where a Design is applied to a product of different proportions, the layout may be adjusted to fit. The preview shown at the point of order reflects the applied layout.
6.6 All products are subject to availability. Before we have accepted your order under clause 7.1, we may tell you that a product is unavailable and offer an alternative or refund any amount paid. After a contract has been formed, your rights and our obligations are subject to applicable law, including any mandatory Consumer remedies.
7. How an order is formed
7.1 Your order is an offer to buy. It is not accepted until we send an order confirmation.
7.2 An automated acknowledgement that we have received your order does not amount to acceptance.
7.3 We review submitted Customer Content for print-readiness before production. If a file cannot be produced as submitted, we will contact you; production does not begin, and the estimated production time does not start to run, until the issue is resolved.
7.4 Before we have accepted your order under clause 7.1, we may decline it — including where the product is unavailable, where there is an error in the price or description, where we cannot obtain payment authorisation, where the Customer Content breaches clause 9, or where we reasonably suspect fraud. If we decline before acceptance, we will refund any amount paid in full. Nothing in this clause gives us a right to cancel a contract after it has been formed where applicable law does not permit that cancellation.
7.5 There is no minimum order quantity; single units may be ordered.
7.6 If you are a Consumer and the Quebec Consumer Protection Act applies to your order, before the distance contract is concluded we will present the information required by applicable law prominently and in a comprehensible manner, including our identity and contact details, a detailed description of the products, itemized prices and charges, the total amount payable, any reasonably indeterminable third-party charges, payment terms and currency, delivery information, and applicable cancellation, return, exchange and refund conditions.
7.7 Before you complete a Quebec Consumer order, you will be given an express opportunity to review the proposal, correct errors, and accept or decline it. We will send you a written copy of the contract or order confirmation containing the information required by applicable law within the required period and in a form that you can easily retain and print.
7.8 Nothing in clauses 7, 13 or 14 limits any statutory right of a Consumer to cancel or resolve a distance contract, obtain a refund or request a chargeback where the conditions provided by applicable law are met.
8. Your Design and artwork files
8.1 You are responsible for the content of your Design — including all spelling, names, dates, transaction values, figures, logos and layout. Please check it carefully before you place your order.
8.2 The Design shown to you at the point of order is what we produce. We do not proofread, correct or alter your content, and our print-readiness review under clause 7.3 is a technical check of file quality only — it is not a check of accuracy.
8.3 We are not responsible for errors present in the Design you submitted, and orders produced correctly to that Design are not returnable or refundable (see clause 14).
8.4 Artwork should be supplied in a vector format — Scalable Vector Graphics (SVG), Encapsulated PostScript (EPS), Adobe Illustrator (AI) or vector Portable Document Format
(PDF) — or, if raster, at a minimum of 300 dots per inch (DPI) at final printed size. Images taken from websites, screenshots and email signatures are generally not suitable.
8.5 The Store price includes artwork preparation, setup, printing or engraving, finishing, quality control, packaging and support. There is no separate setup or artwork fee.
8.6 Production takes 5 to 10 business days for most Store products, beginning once your artwork is confirmed as Print-Ready. Production and delivery times are estimates and are not guaranteed unless we have confirmed a firm date in writing under clause 12.2.
9. Rights in your content
9.1 You retain ownership of your Customer Content.
9.2 You grant us a non-exclusive, royalty-free licence to store, reproduce, adapt and use the Customer Content for the purpose of preparing and producing your order, providing support in relation to it, and enabling you to reuse saved designs.
9.3 You warrant that you own or are licensed to use the Customer Content, including any trademarks, logos or brand assets belonging to third parties, and that our use of it in accordance with your order will not infringe anyone's rights.
9.4 We are not obliged to check whether you hold those rights, and we may decline or halt an order at any point if we believe the Customer Content infringes a third party's rights or is unlawful, offensive or otherwise unsuitable.
9.5 We retain your artwork files, saved designs and order records so that we can fulfil repeat and replacement orders, unless you ask us in writing to delete them. Retention is otherwise governed by our Privacy Policy.
9.6 We may photograph finished products and display them as examples of our work. If you do not want your order used in this way, tell us in writing before production and we will not do so.
10. Prices, currency and taxes
10.1 Prices are those shown on the Store at the time you place your order and are exclusive of taxes, duties and delivery unless stated otherwise.
10.2 Applicable sales taxes are calculated and shown at checkout based on the delivery address.
10.3 Delivery charges are calculated from the size and weight of your order, the destination and the service level selected, and are shown before you complete your order.
10.4 Orders delivered outside Canada may attract customs duties, import taxes and brokerage fees on arrival. These are not included in our prices and are your responsibility.
10.5 Where a United States tariff surcharge applies, it is included in the taxable subtotal shown at checkout. If the final amount payable is lower than the amount charged, we refund the difference.
10.6 The Store displays prices in Canadian dollars (CAD$) and United States dollars (USD$). The currency shown at checkout is the currency of your contract with us and the currency in which any refund is made. Prices are set separately for each market and are not a live conversion of one another, so the price in one currency will not always correspond to the prevailing exchange rate against the other. Any conversion cost or exchange-rate difference applied by your bank or card issuer is yours to bear.
10.7 Before we have accepted your order under clause 7.1, if a price is obviously wrong and you could reasonably have recognised it as an error, we may decline the order and refund any amount paid. Once a contract has been formed, any right to correct a pricing error, cancel the contract or change the price is subject to applicable law.
11. Payment
11.1 Payment is due in full at the time of order.
11.2 We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. Payments are processed by our payment providers; we do not store full card details.
11.3 The Store does not currently offer invoicing, purchase-order billing or credit terms. Business Customers who need those arrangements should contact sales@altrum.com about a bespoke project.
11.4 Altrum Corporate Gift Cards may be redeemed as store credit at checkout, subject to their own terms.
11.5 You may not withhold or set off any amount without our written agreement, unless you are a Consumer, in which case your statutory rights are unaffected.
12. Delivery, title and risk
12.1 Products are manufactured at our Canadian facility and shipped from Canada. We deliver to the address you give us at checkout. Please check it carefully — we are not responsible for delays, additional shipping charges or lost packages resulting from incorrect or incomplete addresses you supplied, and re-delivery may be chargeable.
12.2 Delivery dates are estimates. Where you need a firm date — an award ceremony, a closing dinner — tell us before you order and we will confirm in writing whether we can meet it. Rush options are available for some products and destinations; please contact us before ordering to confirm.
12.3 A tracking number is emailed to you once your order ships. Carrier tracking information may take time to update.
12.4 Risk in the products passes to you on delivery. Title passes on our receipt of payment in full.
12.5 Please inspect your delivery on arrival. We ask that visible shipping damage or shortage be reported within 7 days of delivery, with your order number, photographs of the product and its packaging, and a description of the issue, so that we can pursue a carrier claim promptly. This 7-day request is not a limitation period and does not reduce any legal warranty, statutory remedy or other right you may have as a Consumer.
12.6 We are not responsible for delays caused solely by third-party shipping providers or customs processing to the extent permitted by law. This clause does not exclude or restrict any responsibility or Consumer remedy that applicable law requires us to bear.
12.7 Full delivery options, lead times and costs are set out in our Shipping Policy, which forms part of these Terms.
13. Changes and cancellation
13.1 Tell us as soon as possible if you need to change or cancel an order — solutions@altrum.com.
13.2 A cancellation or change can be accepted only if production has not yet started. Once production begins, an order cannot be changed or cancelled, and any amount paid is non-refundable, because a Personalised Product cannot be resold. This does not affect your rights where a product is defective or does not match your Design.
13.3 We may decline an order before acceptance under clause 7.1 for the reasons described in clause 7.4. After acceptance, we may cancel or terminate an order only where these Terms and applicable law permit us to do so, including where Customer Content is unlawful or infringes clause 9, or where required payment fails. If we cancel, we will refund amounts that must be refunded by law, without limiting any additional statutory remedy.
13.4 Nothing in this clause removes or limits a Consumer's statutory rights. In particular, if the Quebec Consumer Protection Act applies, the personalised or made-to-order nature of a product does not remove any non-waivable cancellation, resolution, refund or chargeback right that arises because the statutory requirements for a distance contract have not been met or because another statutory ground for cancellation or resolution applies.
14. Returns, refunds and defects
14.1 Because our products are produced specifically for each order and cannot be resold, we do not accept returns or exchanges for items that have been correctly produced according to the submitted Design.
14.2 We will refund or replace where a product arrives damaged, has a manufacturing defect, differs materially from the Design you submitted, or is affected by an error in our production.
14.3 We ask that you contact us promptly, and preferably within 7 days of delivery for visible damage or production issues, at support@altrum.com with your order number, photographs and a description of the issue. We will review and, where clause 14.2 applies, repair, remake or refund. The 7-day request helps us investigate and pursue carrier claims; it is not a limitation period and does not reduce a Consumer's legal warranties or statutory remedies.
14.4 Where we accept a claim under 14.2, we decide whether the product needs to come back to us, and we will tell you which of the following applies:
• We ask you to return it. We arrange and pay for return shipping. Please keep the original packaging where you can.
• We ask you to dispose of it, or to keep it. No return is needed and you pay nothing. We may ask for photographic evidence of disposal.
14.5 Your remedy under 14.2 is not conditional on returning the product. We will repair, remake or refund on the same terms either way.
14.6 If we have not asked for the product back and you would still prefer to return it, tell us. We may decline, or we may accept the return at your cost, unless you are exercising a statutory right that requires us to accept the return or bear reasonable return costs. This does not affect any remedy already agreed under 14.2 or any mandatory Consumer right.
14.7 Subject to a Consumer's statutory rights, we do not accept returns merely for variation in colour, finish or dimension within the tolerances described in clause 6, for errors present in the Design you submitted, or for damage caused after delivery by misuse, accident, or unsuitable display or storage. This clause does not apply where the product fails an applicable legal warranty or does not conform to a representation that is binding on us by law.
14.8 Refunds are made to the original payment method in the currency of the original transaction. Please allow additional processing time for your financial institution to complete the transaction.
14.9 Nothing in this clause affects a Consumer's legal warranties or other statutory rights. Where Quebec law applies, goods are subject to the warranties provided by law, including that they conform to the contract and applicable representations, are fit for the use for which goods of that kind are normally intended, have a reasonable lifetime having regard to their price, contract and conditions of use, and are free from qualifying hidden defects. Any remedy available under applicable law remains available notwithstanding the return procedures in this clause.
14.10 Our full Cancellation, Returns and Refund Policy is published on the Store and forms part of these Terms.
15. Our intellectual property
15.1 The Store and all its content — including product designs, photography, text, graphics, the ALTRUM® name and logo, and software — belong to us or our licensors and are protected by intellectual property law.
15.2 You may not copy, reproduce, republish, sell, data-mine or otherwise exploit any part of the Store or our product designs without our written permission, other than to view and use it for the purpose of placing an order.
15.3 Where we create or adapt a layout or artwork for you, we retain the rights in that work unless we agree otherwise in writing, and grant you the right to use the finished product for the purpose for which it was ordered.
16. Acceptable use
16.1 You must not use the Store unlawfully, fraudulently, or in a way that interferes with its operation or another user's use of it.
16.2 You must not attempt to gain unauthorised access to the Store, its servers or any connected system; introduce malicious code; or scrape, harvest or systematically extract data from it.
16.3 You must not submit Customer Content that is unlawful, defamatory, obscene, hateful, or infringes anyone's rights.
16.4 We may suspend or refuse service to anyone who breaches this clause, and report serious breaches to the relevant authorities.
17. Privacy
17.1 We handle personal information in accordance with our Privacy Policy at altrum.com/privacy-policy and applicable privacy law, including, where applicable, Quebec's Act respecting the protection of personal information in the private sector as amended by Law 25. Our Privacy Policy explains the categories of personal information we collect, the purposes for which we collect and use it, how it may be communicated, how long it is retained, and the rights available to individuals.
17.2 Our use of cookies and similar technologies is described in our Cookie Policy at altrum.com/cookie-policy. Where applicable law requires consent or user activation for a technology or function, we will provide the required information and choice before activating it.
17.3 When we collect personal information from you, we will provide the information required by applicable law at or before collection, including the purposes of the collection and, where required, information about relevant service providers, communications outside Quebec, and technologies that include functions used to identify, locate or profile an individual.
17.4 Where consent is required, we will request consent in clear and simple terms for the specific purposes concerned and separately from other information where applicable law requires. You may withdraw consent subject to applicable legal or contractual restrictions and reasonable notice.
17.5 Before communicating personal information outside Quebec, we will carry out the assessment and put in place the contractual or other safeguards required by applicable Quebec privacy law. We remain responsible for personal information handled on our behalf by service providers to the extent required by law.
17.6 Subject to applicable law, you may request access to or correction of your personal information and, where the statutory conditions are met, request portability or exercise other privacy rights. Privacy questions, complaints and rights requests may be sent to our Privacy Officer at privacy@altrum.com.
17.7 If we make a decision concerning you based exclusively on automated processing of personal information, we will provide the notice, information and opportunity for human review required by applicable law.
18. Third-party services and links
18.1 The Store runs on Shopify and uses third-party services for payment, delivery, analytics and communications. Their handling of your information is governed by their own terms.
18.2 Links to third-party sites are provided for convenience. We do not control and are not responsible for their content.
19. Availability of the Store
19.1 We aim to keep the Store available but do not guarantee uninterrupted access. We may suspend it for maintenance, upgrades or repairs.
19.2 The Store is provided "as is" and "as available". To the extent permitted by law, we exclude all warranties in relation to the Store itself that are not expressly set out in these Terms.
20. Limitation of liability
20.1 Nothing in these Terms limits or excludes liability, legal warranties, remedies or other rights where applicable law prohibits that limitation or exclusion. This includes non-waivable Consumer rights under the Quebec Consumer Protection Act and other applicable consumer legislation, and any rule that prohibits a merchant from excluding the consequences of its own act or that of its representative.
20.2 If you are a Business Customer, and subject to clause 20.1, our total liability to you in connection with an order, whether in contract, extra-contractual liability, negligence or otherwise, is limited to the amount you paid for that order. For Consumers, any limitation of liability applies only to the extent permitted by applicable law.
20.3 If you are a Business Customer, and subject to clause 20.1, we are not liable for loss of profit, loss of business, loss of goodwill, loss of anticipated savings, or any indirect or consequential loss. For Consumers, exclusions of loss apply only to the extent permitted by applicable law.
20.4 If you are a Business Customer, and subject to clause 20.1, we are not liable for losses arising from a delivery arriving after an event, ceremony or deadline unless we confirmed that date in writing under clause 12.2 — in which case our liability remains subject to clause 20.2. A Consumer's rights in relation to late delivery are governed by applicable law and are not limited by this clause.
20.5 We are not liable for any loss arising from Customer Content or a Design you supplied, including errors in it or your lack of rights in it.
21. Indemnity
21.1 If you are a Business Customer, you agree to indemnify us against any claim, loss, damage, cost or expense we incur arising from Customer Content or a Design you supplied, from your breach of the warranty in clause 9.3, or from your breach of these Terms.
21.2 This clause does not apply to Consumers.
22. Events beyond our control
22.1 We are not liable for delay or failure to perform caused by events beyond our reasonable control, including material shortages, supplier or carrier failure, industrial action, fire, flood, severe weather, epidemic, war, terrorism, civil unrest, sanctions or tariff measures, customs delay, power or network failure, or acts of government.
22.2 If such an event materially delays your order, we will tell you and may extend the delivery time. If the delay exceeds [PERIOD, e.g. 60 days], either of us may cancel the affected order, subject to applicable law. We will refund amounts required to be refunded by law. Nothing in this clause limits a Consumer's statutory cancellation, resolution or refund rights, including rights that may arise from late delivery of a distance purchase.
23. Governing law and disputes
23.1 These Terms and any dispute arising out of them are governed by the laws of the Province of Quebec and the federal laws of Canada applicable in it.
23.2 Any dispute must be brought before the courts of the Province of Quebec, sitting in the judicial district of Montreal, except to the extent applicable law gives a Consumer the right to bring proceedings in another court or prohibits a contractual restriction on that right. Nothing in this clause restricts a Consumer's non-waivable right to bring proceedings in a court permitted by law.
23.3 If you have a complaint, please contact us first at solutions@altrum.com or +1 (418) 382-3930. Most issues are resolved quickly and directly.
24. Language
24.1 These Terms are available in French and English. Where the Charter of the French language applies to a contract of adhesion, the applicable standard clauses in French will be
provided or made available to the adhering party before that party is asked to express a wish to be bound by the English version.
24.2 After the French version has been provided or made available as required by law, you may expressly choose to contract in English. If you make that choice, you expressly request and agree to be bound by the English version, and related documents may be provided in English to the extent permitted by law.
24.3 We do not charge any additional amount for preparing or providing the French version of these Terms or related documents where the Charter of the French language prohibits such a charge.
24.4 Where required by Quebec law, Quebec-facing Store content and commercial documents — including product information, purchasing information, invoices, receipts and similar documents — will be available in French on conditions that comply with the Charter of the French language and its regulations.
24.5 If the French and English versions differ, nothing in these Terms limits any right an adhering party has under applicable law to rely on the version that the law permits that party to invoke
25. Changes to these terms
25.1 We may update these Terms from time to time. The version in force at the time you place your order is the one that applies to it.
25.2 The current version is always published on this page with the date it last changed.
26. General
26.1 Entire agreement. These Terms, together with your order confirmation, our Shipping Policy, our Cancellation, Returns and Refund Policy and our Privacy Policy, form the entire agreement between us in relation to Store orders. For Business Customers, any terms you put forward — including on a purchase order — do not apply unless we agree to them in writing.
26.2 Severability. If any provision is found to be unenforceable, the rest remains in force.
26.3 No waiver. If we do not enforce a right, that is not a waiver of it.
26.4 Assignment. We may transfer our rights and obligations under these Terms to another organisation, and will tell you if we do. You may not transfer yours without our written consent.
26.5 Third parties. These Terms are between you and us. No other person has a right to enforce them.
27. Contact us
27.1 Altrum Group Inc. · 38 Avenue du Pont, Saint-Martin, Quebec G0M 1B0, Canada
27.2 solutions@altrum.com · +1 (418) 382-3930 · store.altrum.com
27.3 Orders and delivery: solutions@altrum.com · Bespoke projects: sales@altrum.com · Privacy: privacy@altrum.com