SOMETIMES, EVEN GREAT PRINTS SUFFER
Returns & Exchange Policy for Prints
Pigmento Coolectivo Returns Policy
Pigmento values customer satisfaction and is committed to ensuring that all products are printed and packaged with the utmost care and quality. However, we understand that situations may arise in which customers wish to request a return or exchange. This returns policy has been created to clarify the criteria and procedures to be followed in such cases, while also offering strong protection against misuse and unfair practices.
GENERAL DEFINITIONS
I. Nature of Products and Services
Pigmento Coolectivo specialises in the production of fine art (giclée) prints and other professional printing services, carried out in a personalised manner according to the client’s specifications.
Each print is produced individually, based on files provided or approved by the client, as well as their choices of paper, format, and finishing options.
II. Exclusion of the Right of Withdrawal
According to Article 17(c) of Decree-Law No. 24/2014, which transposes Directive 2011/83/EU into Portuguese law, there is no right of withdrawal (return without reason) for contracts concerning:
“The supply of goods made to the consumer’s specifications or clearly personalised.“
Therefore, we do not accept returns or exchanges of prints that have been correctly produced in accordance with the provided specifications.
PROCESSING AND TERMS FOR RETURNS OR EXCHANGES
1. General Criteria for Returns or Exchanges
1.1. Products Damaged During Transport
Orders that arrive damaged due to transport, with visible damage to the packaging at the time of delivery, should not be accepted by the customer. Refusal of acceptance must be accompanied by a brief note on the delivery receipt explaining the reason for refusal (e.g., damaged packaging). This procedure enables the carrier to be held responsible for the damage.
1.2 Products Damaged During Transport (Packaging Apparently Intact)
Products that show internal damage, only discovered after opening the packaging, may result from:
I) prior damage before packaging;
II) improper transport;
III) incorrect handling of the package by the customer.
In the first two cases (I and II), the products may be eligible for return or exchange. However, the customer will be required to follow the established procedures for verifying such damages or defects (see sections 2 and 3).
1.3 Defective Products (Production Defects)
Products exhibiting production defects may be eligible for return or exchange. However, the customer will be required to follow the established procedures for verifying such defects (see sections 2 and 3).
1.4 Production Errors
Pigmento Coolectivo is committed to quality control, ensuring that each print is checked before shipment. If a production error occurs—such as incorrect cropping, clearly misaligned colours, or other technical issues—we will conduct a thorough analysis of the reported error and, if confirmed, proceed with a replacement of the piece.
1.5 Cancellations and Buyer’s Remorse
We do not accept returns based solely on changes of mind, remorse, or cancellation by the customer, due to the personalised nature of our prints and products. By approving the final specifications and artwork, the customer assumes responsibility for the order as described and approved.
2. Return or Exchange Request Process
2.1 Deadlines for Requests
Return or exchange requests must be submitted in writing (via email) within 48 hours of receiving the product, with receipt defined by the date and time recorded by the carrier upon delivery. Requests made after this deadline will not be considered.
2.2 Required Documentation
In order to validate the request, the customer must provide:
- High-quality photographs of the product, showing details of the print and any alleged damages;
- Photograph of the original packaging, including internal and external protective materials;
- A detailed description of the issue, including specific references to any deviations from the specifications in the order. The absence of any of these elements may result in automatic rejection of the return request.
2.3 Internal Technical Analysis
Upon receipt of the documentation, we will thoroughly review the request, comparing the evidence with the agreed specifications and internal production records. If there are any doubts, a physical sample may be requested for further verification.
3. Conditions for Approval of Returns or Exchanges
3.1 Transport Damage
In the event of damage caused during transport, Pigmento Coolectivo will be responsible for replacing the product, provided the customer complies with the deadlines and documentation stipulated above. The customer is also required to file a formal claim with the carrier and provide proof of submission to Pigmento. Pigmento will monitor the entire process. This protocol prevents false claims (unfortunately existing) of transport damage as a mere change of mind regarding the purchase. In the event of a false claim by the customer, Pigmento will report the case to the competent authorities, which will handle it according to the full extent of the law. Therefore, no refund will be issued due to transport damage claims. The remedy process consists of replacing the prints.
3.2 Prints with Production Defects
The internal technical analysis will determine whether the product has production defects by comparing it with the digital file approved by the customer. Production defects may include issues with colouring, incorrect cropping, or misalignments that differ from the approved design. If confirmed, Pigmento Coolectivo will replace the product or issue a refund, as applicable.
3.3 Colour and Texture Reproductions
Pigmento Coolectivo works with calibrated colour profiles and high-quality papers. However, exact reproduction of colours and textures may vary depending on the customer’s monitor. Consequently, minor variations will not be considered production defects unless the discrepancy is significant and non-compliant with the digital file and the colour profile for the paper approved by the customer.
4. Exclusions from the Returns Policy
4.1 Errors in Files Provided by the Customer
Pigmento Coolectivo shall not be held responsible for errors present in files provided by the customer, such as spelling mistakes, low resolution, or other visual errors, provided these are present in the original approved file.
4.2 Improper Handling by the Customer
Returns will not be accepted for products damaged due to improper handling after delivery, including but not limited to exposure to moisture, direct sunlight, or other external factors compromising the product’s integrity.
4.3 Subtle Colour and Paper Variations
Minor variations in colour and texture, due to the natural properties of the materials used or calibration differences between the customer’s monitor and the printing machines, are not grounds for return or exchange.
5. Procedures for Approved Returns
5.1 Return Instructions
Upon approval of the return request, the customer will receive detailed instructions for sending the product back to Pigmento Coolectivo. The customer is responsible for properly packaging the product to avoid further damage during the return shipment.
5.2 Shipping Costs
In cases of returns justified by production defects or transport damage, Pigmento Coolectivo will cover the return shipping costs. If the request is deemed unjustified, shipping costs will be borne by the customer.
5.3 Timeframe for Refund or Replacement
Once the returned item has been received and inspected, the customer will be notified of the refund or replacement status within 14 working days. If approved, the refund will be processed using the original payment method, or a replacement product will be shipped, as agreed.
6. Provisions for Abuse Prevention
6.1 Repetitive or Abusive Requests
Pigmento Coolectivo reserves the right to refuse return requests that are repetitive and/or deemed abusive, submitted more than once per quarter by the same customer, except in cases of proven defects.
6.2 Document Fraud
If any attempt at falsification of documentation, images, or information provided to justify a return is identified, Pigmento Coolectivo reserves the right to terminate all commercial relations with the customer, formally notifying them of this decision and referring the case to the competent authorities.
7. Right to Amend
Pigmento Coolectivo reserves the right to amend this returns policy without prior notice, always in compliance with applicable legal regulations. The version in effect at the time of the order will always apply in case of disputes.
This returns policy has been developed to ensure the integrity of our products and to protect both our company and our customers against unfair practices, guaranteeing a high-quality experience for all Pigmento Coolectivo clients.
