Refund policy
The short version
Unopened jars can come back within 30 days if you change your mind. Opened pigment cannot, for hygiene reasons. Anything faulty, damaged or not as described is always our problem to fix.
Change of mind
You have 30 days from delivery to request a return on any item that is:
- unopened, with its seal intact
- unused
- in its original packaging and in resalable condition
Return postage for a change of mind is paid by you, and we recommend using a tracked service, since we can only refund items that reach us. Once your return arrives and we have checked it, we will refund the cost of the items to your original payment method. The original shipping you paid is not refunded.
Why we cannot take back opened pigment
Once a jar is opened we have no way of knowing what has gone into it, what it has been decanted with, or how it has been stored. Loose pigment picks up moisture, dust and stray colour very easily, and we will not resell a contaminated jar to somebody else. So opened pigments cannot be returned for change of mind.
If you are not sure whether a colour is right for you, buy the smallest size first. That is exactly what the small sizes are for.
Colour variation is not a fault
Pigments are photographed as accurately as we can manage, but every screen renders colour differently, and the effect you get depends on your base coat, your binder, how thickly you apply it and what light you are looking at it under. Multichromes and colourshifts in particular look completely different over black than over white.
There is also natural batch to batch variation in these materials. Small differences in shade or sparkle between batches are normal and are not a defect.
None of this is a fault, so it is not covered by change of mind on an opened jar. If a colour is genuinely nothing like what was described or photographed, talk to us, because that is a different thing entirely and we will sort it out.
Faulty, damaged or wrong items
Under the Australian Consumer Law you are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
In plain terms: if your order arrives damaged, is missing something, is the wrong item, or is not what we described, we will make it right with a replacement or a refund, and we will cover the postage. Nothing in this policy takes those rights away from you.
Please contact us within 7 days of delivery with your order number and a few photos, so we can see what happened and raise it with the courier where relevant.
How to start a return
Email hello@thepigmentwarehouse.com.au with:
- your order number
- which items you want to return, and why
- photos, if anything is damaged or incorrect
Please do not post anything back before you hear from us, because we will send you the return address and let you know what to include. Returns that arrive unannounced are much harder for us to match to an order.
Refund timing
Once we have received and checked your return, we will process the refund within 3 business days. Your bank or card provider then takes its own time, usually another 3 to 10 business days, before it shows in your account.
If more than 15 business days have passed since we confirmed your refund and you still cannot see it, email us at hello@thepigmentwarehouse.com.au.
Cancelling an order
If you need to cancel, email us as soon as you can. If your order has not been packed yet we will cancel and refund it in full. Once it has been posted, it falls under the change of mind terms above.
Sale items and samples
Sale items are covered by exactly the same policy as everything else. Free samples included with an order are not refundable on their own, but your consumer rights still apply if one arrives damaged.