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Returns & Out of Stock

Returns & Out of Stock

 

Order Changes & Cancellation After Payment Made

Please review and double check your order carefully before submitting it to us.

After the payment has been made, order changes should be emailed to us as soon as possible, and no later than 24 hours after the order was placed. Some orders may be processed the same day of receipt, so we're unable to guarantee that changes or cancellations may be made prior to shipment.

Order Cancellation & Returns

Customers located in the European Union are entitled to a 7 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 7 working days; starting from the day after the goods are received.  We will refund the order providing it is in its original condition and "un-opened".

You are responsible for the cost of returning the goods to us.  We will only provide the refund once we have received the goods, therefore it is advisable to return the goods with a "proof of shipment" to us. 

Returns Due to Damaged or Wrong Item Delivered

Where goods have been received damaged, a replacement application will only be acknowledged if the goods are returned to us together with their original packaging within 14 calendar days of the receiving your order.  We will not accept any returned goods should the customer not follow the return procedure as follows:

- Customer must email us to notify their intention to Return the goods due to damaged or wrong item sent.

- The Customer is entitled to a replacement once the goods are received by us "un-opened" with tamper seal intact, where applicable.

NOTE: For Order Cancellation, Change & Returns, we recommend you use a postal service that insures you for the value of the goods you are returning along with the "proof of shipment".

Out of Stock product

When products are out of stock they can not be purchased from our website.  However, it is posssible that some products may go out of stock if many orders have been simultanously placed for the same product. 

- Out of Stock sample Size Pigments = we would email customer to advise us for the "replacement".  If we do not hear from them after 3 working days we will automatically choose a colour within the same range (e.g. green)

- Out of Stock Bulk (e.g. 25g, etc) = we would provide refund for the out of stock product