Returns & Refunds

This policy does not restrict rights that cannot legally be excluded. If you are a consumer in the European Union or another jurisdiction with mandatory consumer protections, those protections apply in addition to this policy.

For a standard, non-personalised product bought online, eligible consumers may tell us they are withdrawing within 14 days after the day they, or a person they nominate, receive the goods. You do not need to give a reason.

Email info@pigmentia.co or use our contact form with an unambiguous statement, your name, order number, the product, delivery date, and the date of your request. Sending the model form below is optional.

The statutory change-of-mind withdrawal right may not apply to goods made to your individual specifications or clearly personalised—for example, artwork created from your photograph, custom text, or a genuinely bespoke dimension. We identify this before purchase. Producing a standard catalogue design after an order is placed does not, by itself, make it personalised.

This exception never removes your rights if the product is faulty, damaged, incorrect, or not as described.

After notifying us, return the goods without undue delay and normally within 14 days. Wait for return instructions before shipping. Goods should be protected adequately; you may handle them only as needed to establish their nature, characteristics, and functioning.

For a change-of-mind withdrawal, you pay the direct return cost unless we agree otherwise or failed to tell you in advance. Large framed works may not be returnable by ordinary post; ask us for an estimated carrier cost before ordering if this is material to your decision.

We refund eligible payments, including the least expensive standard outbound delivery option we offered, within the period required by applicable law. We may withhold the refund until the goods are returned or you provide evidence of dispatch, whichever occurs first. Refunds go to the original payment method unless you expressly agree otherwise, and we do not charge a refund fee.

A lawful deduction may be made for diminished value caused by handling beyond what would be permitted in a physical shop.

Contact us as soon as reasonably possible with the order number and a description of the problem. Photos are helpful for a fast carrier or production investigation, but are not a condition that overrides statutory rights.

Where consumer guarantee law applies, you may be entitled to repair, replacement, price reduction, or refund. Consumers covered by EU rules generally have at least a two-year legal guarantee for goods that are faulty or not as advertised. We pay reasonable return costs for an accepted faulty or incorrect item.

Ask us immediately. If production has not begun, we will try to cancel and refund the order. If a personalised product has entered production, cancellation may no longer be possible where the law permits. Statutory withdrawal rights for eligible standard products remain unaffected.

Start every return through info@pigmentia.co or our contact form so we can provide the correct reference and handling instructions. The designated returns address is rr. Idriz Gjilani H7 nr. 81, 10000 Prishtinë, Kosovë. Do not dispatch a parcel until we confirm the return.