Refund policy

Returns of Customised Products

Many of the paints sold by Pigment & Co are not held in stock as finished products. We produce them for your order: the brands' official tinting machines dispense the pigments for the colour you chose into a base with the finish you chose, in the quantity required for the tin size you chose. The tin is then sealed and shaken. The result is custom-made paint, produced specifically for you.

Some finishes are made to order at the manufacturer's factory, in the colour and size you choose. These are also custom-made paint and the same rules apply.

Production may begin as soon as payment is received. Once an order for custom-made paint has been paid, it can no longer be cancelled or changed.

For this reason:

Custom-made paint cannot be returned or exchanged because you change your mind, order too much, select the wrong colour or finish, decide that the colour is not suitable for your project, or no longer require the product.

This also applies to:

primers and undercoats produced in a chosen colour;
archive colours and other colours produced on request;
custom colour mixes;
products prepared in a specific colour or finish at the customer's request; and
other products expressly identified as custom-made or personalised.

Products supplied exactly as they come from the manufacturer, without being produced for your order, are standard products and are covered by the next section.

The legal basis for this exclusion is Article 17(1)(c) of Portuguese Decree-Law No. 24/2014 of 14 February, which excludes from the statutory right of withdrawal the supply of goods made to the consumer's specifications or clearly personalised. This corresponds to Article 16(c) of Directive 2011/83/EU on consumer rights. In Spain, the same exception is set out in Article 103(c) of the consolidated text of the General Law for the Defence of Consumers and Users (Royal Legislative Decree 1/2007).

Please therefore check the colour, finish, size and quantity carefully before placing your order.

Colours displayed on a computer or phone screen are indicative only and may vary according to the device, screen settings, lighting and surrounding colours. We recommend testing a paint sample before ordering larger quantities.

The exclusion from change-of-mind returns does not affect your statutory rights if a product is genuinely defective, incorrectly supplied or otherwise not in conformity with the contract.

Returns of Standard, Non-Customised Products

For standard, non-customised goods purchased at a distance, consumers have 14 days from receipt of the goods to exercise their statutory right of withdrawal without giving a reason.

Standard products include, for example, wallpaper, tools and accessories, factory-sealed paint sample pots, and any paint, primer or undercoat supplied as manufactured rather than produced for the order.

To exercise this right, please email hello@pigmentco.com within the applicable period, stating:

your order number;
the item or items you wish to return; and
that you wish to exercise your right of withdrawal.

You may use the model withdrawal form below, but it is not obligatory. Any clear statement setting out your decision to withdraw is sufficient.

We will then provide the appropriate return instructions.

The goods must be returned without undue delay, and in any event no later than 14 days after you have informed us of your decision to withdraw, properly protected for transport.

Where the original packaging is reasonably necessary to protect the product during transport, it should be retained and used for the return wherever possible.

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Proposta de Charme, Lda. (Pigment & Co), Avenida São Miguel das Encostas 249, Office 13, 2775-750 Carcavelos, Portugal — hello@pigmentco.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.

Return Transport Costs

For change-of-mind returns of eligible products, the direct cost of returning the goods is paid by the customer.

The customer arranges the return using a suitable carrier of their choice, pays the carrier directly and is responsible for ensuring that the goods reach us safely. Before sending, please check that the carrier accepts paint and other liquids, as not all carriers do.

The customer does not bear the return costs where Pigment & Co is legally responsible for them, including where an incorrect product has been supplied or where a recognised lack of conformity requires the return to be made at our expense.

Responsibility for Returned Products

Products being returned must be adequately packaged and protected against damage during transport.

We strongly recommend using a tracked transport service and retaining proof of dispatch until the return and refund process has been completed.

The customer is responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Where damage occurs during a customer-arranged return because the goods were inadequately packaged or protected, this may be taken into account when determining the amount to be refunded, to the extent permitted by law.

Refunds

Submitting a return request does not in itself trigger an immediate refund.

Where a refund is due following the exercise of the statutory right of withdrawal, it is made within 14 days of the day on which we are informed of your decision to withdraw. The refund covers all payments received for the returned goods.

Pigment & Co may, however, withhold the refund until:

the returned goods have been received by us; or
the customer provides adequate evidence that the goods have been returned,

whichever occurs first.

This is in accordance with Article 12(1) and (4) of Portuguese Decree-Law No. 24/2014 and, for consumers in Spain, with Article 107 of Royal Legislative Decree 1/2007.

Once returned goods are received, they may be inspected to confirm:

that the correct goods have been returned;
their condition;
whether they are eligible for return; and
whether any reduction in value has occurred as a result of handling beyond what is legally permitted.

Refunds are made using the same payment method used for the original purchase, unless another method is expressly agreed and does not result in additional costs for the customer.

Incorrect, Defective or Non-Conforming Products

A return resulting from an incorrect product, defect or other lack of conformity is different from a change-of-mind return.

If we have supplied the wrong product, or if you believe that a product is defective or otherwise not in conformity with the contract, please contact hello@pigmentco.com and provide:

your order number;
a description of the issue;
clear photographs of the product;
photographs of the packaging where relevant; and
any other information reasonably necessary to assess the issue.

Please retain the product and relevant packaging while the matter is being assessed.

Custom-made and personalised products remain fully covered by statutory conformity rights. The fact that a custom-made product is excluded from the right of withdrawal does not remove the customer's rights where an actual lack of conformity exists.

Consumers benefit from the statutory guarantee of conformity, which is three years from delivery both in Portugal (Decree-Law No. 84/2021 of 18 October) and in Spain (Royal Legislative Decree 1/2007).

Transport Damage and Cosmetic Damage to Packaging

Paint is transported in sealed metal tins and protected with appropriate shipping packaging. Despite these precautions, minor dents, scuffs, scratches or other cosmetic deformation to the outer packaging or to a paint tin may occasionally occur during transport.

Pigment & Co distinguishes between cosmetic transport damage to the packaging or container and damage that affects the conformity, integrity or usability of the product.

We treat a dent, scuff, scratch or similar mark on a tin or on the outer packaging as purely cosmetic where:

the tin remains sealed and watertight;
there is no paint leakage or loss of product;
there is no evidence of contamination;
the lid and closure remain secure and functional;
the tin can be safely handled, stored, opened and closed as intended; and
there is no indication that the quality, quantity, properties or performance of the paint have been affected.

In these cases the paint remains functionally intact. As a rule, a purely cosmetic imperfection of this kind is not treated as transport damage justifying a replacement, refund or cancellation. We assess each case individually and, where appropriate, will propose a suitable solution.

This distinction is particularly relevant to custom-made paint, which is produced specifically for the order and cannot be returned because of a change of mind.

Nothing in this policy excludes or limits your statutory rights where there is a lack of conformity.

Reporting Transport Damage

If you believe that your order has suffered more than cosmetic transport damage, please contact hello@pigmentco.com as soon as possible after delivery, preferably within 48 hours.

Please provide:

your order number;
photographs of the unopened external parcel, where possible;
photographs of the internal packaging;
clear photographs of the affected tin or product;
photographs showing the seal, lid and any area of deformation or leakage; and
a brief description of the issue.

Please retain the product, shipping box and all internal protective packaging while the matter is being assessed. They may be required for inspection, collection or a claim with the carrier.

Please do not dispose of, open unnecessarily, use or alter a product that you believe has been materially damaged before receiving our instructions, except where reasonably necessary to inspect it.

Prompt notification enables us to investigate transport incidents effectively with the carrier. The recommended 48-hour reporting period does not restrict your statutory rights.

Where there is evidence that the seal has been compromised, paint has leaked, the container is no longer safe or functional, the contents may have been contaminated, the quantity has been affected, or the condition or performance of the paint may otherwise have been compromised, the matter will be treated as a potential lack of conformity and handled in accordance with applicable consumer law.

Showroom Purchases and Business Customers

The 14-day right of withdrawal described above applies to purchases made by consumers at a distance — through our online store or by email, telephone or other remote means — and to contracts concluded away from our business premises.

It does not apply to purchases made in person at our showroom. In our showroom, paint is produced in front of the customer, in the colour, finish and size the customer selects, after the customer has had the opportunity to see the colour, the finish and the product.

Custom-made paint purchased in person at our showroom cannot be returned or exchanged because of a change of mind.

As a goodwill gesture, standard, non-customised products purchased at our showroom may be returned within 14 days of purchase for a refund or an exchange, provided that they are unused, undamaged, in their original packaging and accompanied by proof of purchase. Refunds are made using the same payment method used for the purchase.

The 14-day right of withdrawal also does not apply to customers purchasing goods for purposes relating to their trade, business, craft or profession. Unless otherwise agreed in writing with Pigment & Co, business customers are not entitled to return or cancel an order because of a change of mind.

In all cases, the rights provided by law in the event of a defect or other lack of conformity remain unaffected.

Shipping and delivery information: see our Shipping Policy.