Pigmento Coolectivo Return Policy
Pigmento Coolectivo 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 return policy has been drafted to clarify the applicable criteria and procedures, while simultaneously ensuring the protection of Pigmento Coolectivo against abuse and unfair practices.
GENERAL TERMS
I. Nature of products and services
Pigmento Coolectivo is dedicated to the production of fine art (giclée) prints and other professional printing services, carried out on a personalised basis according to the client’s specifications.
Each print is produced individually based on:
- the files provided or approved by the client;
- the paper, format, and finishing options defined by the client.
II. Exclusion of the right of withdrawal
In accordance with 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 stating a reason) for contracts whose subject matter is:
“the supply of goods made to the consumer’s specifications or clearly personalised.”
Accordingly, we do not accept returns or exchanges of prints that have been correctly produced and that comply with the specifications provided or approved by the client.
RETURN OR EXCHANGE PROCESSING AND TERMS
1.General criteria for “Return” or “Exchange”
1.1. Products damaged during transport (visibly damaged packaging)
Orders that are damaged due to transport, where such damage is externally visible at the time of delivery, should not be accepted by the client.
Refusal of delivery must be accompanied by a note on the transport document stating the reason for refusal (for example, “damaged packaging”). This procedure is essential for assigning liability to the carrier.
1.2. Products damaged during transport (apparently intact packaging)
Products in which damage is detected only after opening the packaging may result from:
I) damage occurring prior to packaging;
II) improper transport;
III) incorrect handling of the packaging by the client.
In cases I) and II), the products may be eligible for return or exchange, provided that the client fully complies with the verification procedures described in sections 2 and 3.
1.3. Defective products (production defect)
Products that present production defects may be eligible for return or exchange, subject to compliance with the verification procedures defined in sections 2 and 3.
1.4. Production errors
Pigmento Coolectivo is committed to high standards of quality control, with each print inspected prior to dispatch.
If a production error is identified — including, but not limited to, incorrect trimming, clearly incorrect colour rendering, or other relevant technical deviations — we will carry out a detailed assessment of the reported issue and, where applicable, replace the item.
1.5. Cancellations and change of mind
Returns based solely on a change of mind, regret, or cancellation by the client are not accepted, given the personalised nature of the prints and products.
By approving the final specifications and artwork, the client assumes responsibility for the order as described and approved.
2. Return or exchange request process
2.1. Deadlines for submitting a request
Requests for return or exchange must be submitted in writing (by email) within a maximum of 48 hours after receipt of the product, with the date and time of receipt being those recorded by the carrier.
Requests submitted after this deadline will not be considered.
2.2. Required documentation
For the purposes of validating the request, the client must provide:
- High-quality photographs of the product, clearly showing the print details and the alleged damage or defects;
- Photographs of the original packaging, including both internal and external protective materials;
- A detailed description of the issue, with a clear reference to any deviations from the agreed specifications.
The absence of any of these elements may result in the rejection of the request.
2.3. Internal technical assessment
After receipt of the documentation, the request will be technically assessed by comparing the evidence provided with:
- the agreed specifications;
- the internal production records.
Where necessary, the physical return of the product may be requested for further verification.
3. Conditions for approval of a “Return” or “Exchange”
3.1. Transport damage
In the event of damage caused during transport, Pigmento Coolectivo will replace the product, provided that the client complies with the established deadlines and documentation requirements.
The client must also submit a formal claim to the carrier and provide proof of that submission to Pigmento Coolectivo. Pigmento Coolectivo will monitor the entire process.
This protocol is intended to prevent unfounded claims of transport damage arising from a simple change of mind regarding the order.
In the event of false declarations, Pigmento Coolectivo reserves the right to act in accordance with applicable legal provisions.
In such cases, no refund will be issued; only replacement of the prints will be provided.
3.2. Prints with production defects
The internal technical assessment will determine whether production defects exist, through comparison with the digital file approved by the client.
Production defects are considered to be significant issues of colour, trimming, or alignment that do not correspond to the approved file. If confirmed, Pigmento Coolectivo will proceed with replacement of the product or, where applicable, with a refund.
3.3. Colour and texture reproduction
Pigmento Coolectivo works with calibrated colour profiles and high-quality papers. However, the perception of colours and textures may vary depending on the client’s monitor and viewing conditions.
Minor variations do not constitute a production defect, unless the discrepancy is clearly significant and not in accordance with the approved file and colour profile.
4. Exclusions from the Return Policy
4.1. Errors in files provided by the client
Pigmento Coolectivo is not responsible for errors present in files provided or approved by the client, including spelling mistakes, insufficient resolution, or other visual issues contained in the original file.
4.2. Improper handling after delivery
Returns are not accepted for products that show damage resulting from improper handling after delivery, including exposure to humidity, direct sunlight, or other external factors.
4.3. Subtle variations in colour and paper
Subtle variations arising from the natural properties of papers or from differences in calibration between monitors and printing systems do not constitute grounds for return or exchange.
5. Procedures for an “Approved Return”
5.1. Return instructions
Após aprovação do pedido, o(a) cliente receberá instruções detalhadas para a devolução do produto, sendo responsável pela correcta embalagem de forma a evitar danos adicionais.
5.2. Transport costs
In returns justified by production defects or transport damage, Pigmento Coolectivo will bear the return shipping costs.
In requests deemed unfounded, the costs will be borne by the client.
5.3. Refund or replacement timelines
After receipt and inspection of the returned product, the client will be notified within a maximum of 14 business days regarding the refund or dispatch of a replacement, as applicable.
6. Provisions for abuse prevention
6.1. Repeated requests
Pigmento Coolectivo reserves the right to refuse return requests deemed repetitive or abusive, submitted more than once per quarter by the same client, except in cases of proven defects.
6.2. Document fraud
Any attempt to falsify documentation, images, or information provided for the purposes of a return may result in termination of the commercial relationship and the adoption of appropriate legal measures.
7. Right to amendment
Pigmento Coolectivo reserves the right to amend this policy without prior notice, with the version in force at the date of the order always being applicable.
Last update: SEPTEMBER 5, 2024