At Pebeo Sales, we understand that artists need to be completely satisfied with their materials to create their best work. If any of our premium art supplies don’t meet your expectations, we offer a straightforward returns process for your convenience.
Eligibility for Returns
You may return most unused art materials in their original packaging within 15 days of delivery. For the protection of all our customers, we cannot accept returns of:
- Opened acrylic painting mediums and additives (due to potential contamination)
- Used brushes (for hygiene reasons)
- Custom pigment mixes (as these are prepared specifically for your order)
- Opened varnishes
Artist’s Note: For health and safety reasons, we cannot accept returns on any products that have been opened or used, with the exception of defective items.
Return Process
- Initiate Your Return: Email our Artist Support team at [email protected] within 15 days of receiving your order. Use the subject line “Return Request – [Your Order Number]”.
- Provide Details: Include in your email:
- Order number
- Item(s) you wish to return
- Reason for return
- Whether you prefer an exchange or refund
- Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and return instructions within 1 business day.
- Package Securely: Please repackage items in their original packaging with all protective materials. Include the RMA number clearly on the outside of the package.
- Ship Your Return: Send the package to our studio address (provided in your RMA email) using a trackable shipping method.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For international returns, we recommend using the original shipping method (DHL/FedEx for standard, EMS for free shipping).
Refund Processing
Once we receive and inspect your return:
- Timing: Refunds are processed within 3-5 business days after we receive your return.
- Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Notification: You’ll receive an email confirmation when your refund has been issued.
Please note it may take additional time for your bank or credit card company to process and post the refund to your account.
Exchanges
If you need a different size, color, or product:
- Follow the standard return process above
- Clearly state in your email that you’d like an exchange and specify the replacement item
- We’ll process your exchange once we receive the original item
For expedited exchanges, you may place a new order and we’ll refund the original purchase once we receive the return.
Defective or Damaged Items
If you receive damaged canvases, leaking paint tubes, or defective brushes:
- Contact us immediately at [email protected] with photos of the damage
- We’ll arrange for a replacement to be shipped at no additional cost
- You may be asked to return the damaged item for quality control purposes
Return Request Template
Subject: Return Request – [Your Order Number]
Email Body:
Dear Pebeo Sales Artist Support,
I would like to request a return/exchange for my recent order #_______.
Items to return:
– [Product Name] [Quantity]
– [Product Name] [Quantity]
Reason for return: [Please specify: wrong item, defective, changed mind, etc.]
Preferred resolution: [Refund / Exchange for (specify item)]
Shipping Method Used: [Standard (DHL/FedEx) / Free (EMS)]
Please send the RMA number and return instructions at your earliest convenience.
Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]
Contact Our Studio
For any questions about our returns policy or your specific situation:
Email: [email protected]
Post: Pebeo Sales, 85 The Square, Winchester, GB CH8C 1SM
We aim to respond to all return inquiries within 1 business day.
For Our International Artists: Please note that customs fees for returns are the responsibility of the sender. We recommend declaring the package as “Returned Goods” with your country’s required documentation.