Shipping & Returns Policy

Shipping

Order preparation: 1–2 business days. Times below refer to transit after dispatch. You will receive a tracking email once your order ships.

Portugal (Mainland)

  • Transit time: 1–3 business days
  • Cost: calculated at checkout

Islands (Madeira & Azores)

  • Transit time: 3–7 business days (air/sea)
  • Cost: calculated at checkout

European Union

  • Transit time: 3–7 business days
  • Cost: calculated at checkout

Outside the EU

We currently do not ship outside the European Union.

Failed delivery & incorrect address

If delivery fails due to absence or an incorrect/incomplete address, a new attempt or pickup may be arranged. Re-shipping fees may apply.

Transit damage (48h)

If the parcel or product arrives damaged, photograph it upon receipt and contact hello@pigmentco.com within 48 hours with your order number and photos. We will arrange a replacement or refund after assessment.

Returns & Refunds

Right of withdrawal (EU)

You have 14 days from delivery to withdraw from the contract without giving any reason (Portuguese Decree-Law 24/2014). This right does not apply to customised goods.

Conditions

  • Items must be unused, undamaged, and in their original packaging
  • Returns should be securely packed (preferably with tracking)
  • No returns for customised paint, except in case of defect

How to return

  1. Email hello@pigmentco.com with your order number and the items you wish to return
  2. Wait for confirmation and return instructions
  3. Once received and inspected, we will process your refund

Refunds

  • Processed within 14 days after receipt/inspection
  • Same payment method as the original purchase
  • Original shipping costs refunded only if the entire order is returned
  • Return shipping costs are borne by the customer, except in case of our error or defective items