Returns

Change of mind

You have 7 days from delivery to ask us to take back an item you no longer want. The window runs from delivery, not from the order: delivery is when the parcel is in your hands.

We would rather honour a short window than announce a long one we cannot keep. This window is what a team our size can actually handle.

On a change of mind, opened consumables — started pigments, unsealed needles — cannot be taken back. They are intended for use on skin and their lot traceability ends when the seal is broken. A faulty item, on the other hand, is always taken back (see below).

This change-of-mind window is a commercial commitment of ours. It adds to your rights for faulty items and to the legal warranty described below, and limits neither. The conditions in this section (an unstarted consumable, its seal intact) apply only to a change of mind.

Faulty or wrong item: every product

If the item you receive is faulty, or is not what you ordered, you may refuse it at the door, or send it back to us in its original packaging within four (4) working days of delivery, telling us why. Return costs are ours. We then deliver the right item, repair it, exchange it or refund you within fifteen (15) days. This applies even if you opened the packaging to find the fault. (Law no. 18-05 of 10 May 2018 on e-commerce, article 23.)

Working days are those of our delivery calendar: Friday, Saturday and public holidays do not count.

Legal warranty: appliances, instruments and tools

The appliances, instruments and tools we sell carry the legal warranty by right (Law no. 09-03 of 25 February 2009 on consumer protection and fraud prevention, article 13; Executive Decree no. 13-327 of 26 September 2013). Its length is shown on each product's page: at least six (6) months, and twelve (12) months for the categories the regulations set at twelve months, such as measuring devices, portable electric tools, and batteries and accumulators. It runs from delivery. If a fault appears during that period, we repair the item, replace it or refund you at no cost to you: transport both ways is ours. We carry out the warranty within thirty (30) days of your report. After a repair, the warranty is extended by at least thirty (30) days. Within ten (10) days, and at our cost, we may propose that we examine the fault together. No clause can reduce or remove this warranty.

In our catalogue this covers the ruler and caliper set (12 months, a measuring instrument), the battery pigment mixer (12 months, a portable electric appliance), the manual blade holder and the practice head (6 months). Pigments, aftercare, the other consumables and single-use instruments fall under the section above.

How to report a problem

Within 7 days of delivery, make your request from your order's tracking page (reason "faulty"), or from your account. After that, and for as long as the warranty runs, write to us from the Contact page, or by WhatsApp, by phone or by email, with your order number: a report in writing, or made by any other means, is valid. Keep the item and, if you can, send us a photo of the fault. We arrange collection and return delivery, at our cost.

Every request is reviewed by a person. Since payment was made in cash, a refund is a payment we make by hand: we agree the method with you when the decision is made.

Before and after delivery

We call you to confirm every order before we ship it: that is the moment to ask us about a reference.

You may open the parcel in front of the courier and check its contents before paying. If it is not right, you may refuse it and pay nothing.

A faulty or wrong item is taken back at our cost, and appliances, instruments and tools are covered by the legal warranty, transport both ways included.