Refund Policy

Last updated: September 2026

Buying a photograph online means trusting a screen. This policy exists so that trust does not have to be blind: if a print is not right for you, you can send it back.

Your 14-day right to change your mind

If you are a consumer in the European Union, the United Kingdom or the European Economic Area, you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving any reason.

This right applies to all standard prints in our shop, including limited editions, and it applies whichever size, paper or frame option you chose. Choosing from the sizes and finishes we offer does not make a print “custom-made”, so the made-to-order exemption in consumer law does not apply to our standard catalogue — even though every print is produced individually for you.

The withdrawal period runs for 14 days from the day you, or someone you nominate, takes physical possession of the print. If an order arrives in more than one parcel, the period starts on the day the last item arrives.

How to withdraw

Tell us before the 14 days are up. Any clear statement is enough — an email saying you want to return the print is fine. You can write to:

Sirilak Chaiyarat, Camino Charco Redondo, 25 Bajo 38627 Arona, Santra Cruz de Tenerife, Spain, Europe. Email: info@palepiece.com

You may also use the model withdrawal form at the end of this policy, but you are not obliged to. We will confirm receipt of your withdrawal by email.

Sending the print back

Return the print to us within 14 days of telling us you are withdrawing. Please repack it in the original packaging, or packaging of equivalent protection — a print returned rolled in a soft envelope will not survive the journey.

We will give you the return address when you notify us. Do not send anything back before we confirm it.

You pay the cost of returning the print. As a guide, a return within the European Union typically costs €60 – €120 depending on size and destination, and more for framed work. We recommend a tracked service: until the print reaches us, it is your responsibility, and we cannot refund a return we never received.

What you get back

We refund the full price you paid, within 14 days of whichever happens first: the print reaching us, or you sending us proof that it has been dispatched back.

The refund goes back via the same payment method you used. You will not be charged a fee for the refund.

Handling the print in the meantime

You may unpack a print and look at it, as you would in a gallery. You may not mount it, frame it, trim it, sign it, hang it with adhesive, or write on it. If the print comes back with handling damage or in a condition that means we can no longer sell it, we may deduct an amount reflecting the loss in value, and in the case of substantial damage that may be the full price. We will always explain any deduction before making it.

What the 14-day right does not cover

Commissioned and bespoke work — a print produced to your own specification

rather than from our catalogue: your own image, a custom crop or dimensions outside our standard range, or personalised text or mounting. Where this applies we will tell you clearly before you pay, and you will be asked to acknowledge that the withdrawal right does not apply.

Business purchases. The statutory withdrawal right protects consumers. If you

buy as a business we may still accept a return, but it is at our discretion.

Damaged, faulty or incorrect prints

Separate from the 14-day right, and never limited by it, you are entitled to receive a print that matches its description and is free of defects.

If your print arrives damaged, shows a printing fault, or is not what you ordered, photograph it and the packaging and email us within 14 days of delivery. We will replace it free of charge, or refund you in full if you prefer. You do not pay return postage in these cases, and you do not have to use the 14-day withdrawal route to get this put right.

If a defect appears later, contact us. Under Spanish and EU law you are entitled to a product that conforms to the contract for a period that reflects what you can reasonably expect from an archival print — for pigment and C-type prints on museum-grade paper, that is a long time. We will assess each case on its merits and we do not treat the invoice date as a cut-off.

A note on colour

Screens emit light; paper reflects it. A print will therefore never look exactly like your monitor, particularly in blacks, deep shadow and highly saturated blues. Every file is prepared and proofed for the specific paper it is printed on, and this is a normal characteristic of the medium rather than a fault.

This note is here to set expectations, not to remove your rights: if you are not happy with how a print looks in your own room, that is exactly what the 14-day withdrawal right is for, and we will not argue about the reason.

Cancelling before dispatch

If you change your mind before your order goes into production, email us immediately and we will cancel and refund in full. Once printing has started we cannot stop it — but your 14-day right still applies once the print arrives.

Orders we cannot fulfil

Occasionally a limited edition sells out between the moment you order and the moment the order is processed, or a price or specification is displayed incorrectly. If we cannot fulfil your order, or if we discover a manifest pricing error, we will contact you, offer you the alternative if there is one, and refund you in full if there is not. You are never obliged to accept a substitute.

Complaints

If you are unhappy with anything, please email info@palepiece.com first — we would much rather fix it ourselves. We aim to respond within 2 working days and to resolve complaints within 14 days. If we need longer, we will tell you when to expect an answer.

If we cannot resolve matters together, you may also always bring the matter before the competent court.

Payments and chargebacks

Payments are processed by Stripe. If you believe a charge is wrong, please contact us before starting a chargeback with your bank: we can almost always resolve it faster ourselves, and a chargeback freezes the order while it is investigated.

Model withdrawal form

*Complete and return this form only if you wish to withdraw from the contract. You do not have to use it — an email is equally valid.*

To: Sirilak Chaiyarat, — info@palepiece.com

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Product(s): ……………………………………………………….
Order number: ……………………………………………………..
Ordered on: ……………… / Received on: ………………
Name of consumer(s): ……………………………………………….
Address of consumer(s): …………………………………………….
Signature of consumer(s) (only if this form is notified on paper): ……..
Date: ………………

Nothing in this policy affects your statutory rights as a consumer.

Contact

Pale Piece, Sirilak Chaiyarat, Camino Charco Redondo, 25 Bajo 38627 Arona, Santa Cruz de Tenerife, Spain. Mail: info@palepiece.com – Telephone: +34 620 330 685

NIE number: X56785764J