Refund policy

Nothing in this policy limits any non-excludable consumer rights, statutory guarantees, legal warranties, cancellation rights, chargeback rights, or remedies that apply in your country, state, province, or territory.

1. Your right of withdrawal (EU, EEA and UK consumers)

If you are a consumer in the EU, EEA or UK, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you (or a third party named by you, other than the carrier) take physical possession of the goods. For an order of multiple goods delivered separately, the period runs from possession of the last item.

To exercise the right of withdrawal, you must inform us by a clear statement (e.g. a letter or email) of your decision to withdraw from this contract:

PirmaPinas · Kerstin Roy
Am Waldesrand 1, 03054 Cottbus, Germany
Email: returns@pirmapinas.com

You may also exercise your right of withdrawal online at https://account.pirmapinas.com. If you use this online option, we will send you confirmation of receipt of your withdrawal on a durable medium (e.g. by email) without undue delay, stating the content of the withdrawal declaration and the date and time it was received.

You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient to send your communication before the 14-day period expires.

Consequences of withdrawal

If you withdraw, we will reimburse all payments received from you, including standard delivery costs (but excluding any extra costs arising from your choice of a delivery type other than the cheapest standard delivery we offer), without undue delay and within 14 days of being informed of your decision. We use the same means of payment you used for the original transaction unless expressly agreed otherwise; you will not incur any fees for the reimbursement.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.

You must send back the goods without undue delay and no later than 14 days from the day you communicate your withdrawal. You bear the direct cost of returning the goods to our headquarters in Germany. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Exceptions

The right of withdrawal does not apply to:

goods made to the consumer’s specifications or clearly personalised, for example items printed with customer-provided names, text, images, artwork or other personalised design choices; and
sealed goods which are not suitable for return for reasons of health protection or hygiene, if they were unsealed after delivery, for example drinkware or water bottles.

For clarity, standard catalogue products, standard size or colour choices, and products printed only after an order is placed are excluded from withdrawal only where applicable law treats them as made to the consumer’s specifications or clearly personalised.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To PirmaPinas · Kerstin Roy, Am Waldesrand 1, 03054 Cottbus, Germany, returns@pirmapinas.com:
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ():
— 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: __
(*) Delete as appropriate.

2. Voluntary returns & exchanges (all customers)

Beyond any statutory right above, we accept returns of unworn, unwashed items in original condition with tags within 7 days of delivery. Personalised, customer-configured or customer-artwork items are not eligible for voluntary change-of-mind returns unless faulty, damaged, incorrect, not as described, or otherwise protected by mandatory law.

How to start a return: email returns@pirmapinas.com with your order number and reason. We'll send return instructions.
Where to send it: approved returns must be sent to our headquarters at Am Waldesrand 1, 03054 Cottbus, Germany. You bear the cost of return shipping; we do not refund or cover return postage. Do not return items to the manufacturer or the sender address on the parcel (see Section 5).
Refund method: original payment method, processed within 14 days of us receiving the item (or proof of return).
Sale items / promotions: Final-sale, discounted, and promotional items are excluded from our voluntary change-of-mind returns policy only. This does not affect statutory rights, including EU/EEA/UK withdrawal rights where applicable, or rights for faulty, damaged, incorrect, not-as-described, unsafe, undelivered, or otherwise non-compliant goods.

3. Region-specific notes

EU / EEA / UK: The statutory 14-day withdrawal right in Section 1 applies where required by law and takes priority over our voluntary returns policy. Certain exceptions may apply, including for goods made to your specifications or clearly personalised, but only where applicable law allows that exception.
United States: For ordinary change-of-mind returns, our voluntary return policy applies unless mandatory federal or state law gives you additional rights. We will comply with applicable rules on shipping delays, non-delivery, refund-policy disclosure, warranties, defective goods and payment disputes.
Canada: Consumer protection laws vary by province and territory. This policy is subject to any mandatory rights that apply where you live, including rights relating to required online-sale disclosures, delivery delays, non-delivery, defective or misdescribed goods, cancellation rights, refunds and chargebacks.
Australia: Our goods come with guarantees under the Australian Consumer Law that cannot be excluded. If a product has a major problem, you may be entitled to choose a refund or replacement. If the problem is minor, we will provide the remedy required by law. Nothing in this policy limits your rights for goods that are faulty, not as described, or otherwise fail to meet applicable consumer guarantees.

4. Faulty, damaged, incorrect or undelivered items

If your item arrives faulty, damaged or incorrect, contact us within 14 days of delivery with your order number and photos if available. We will arrange a free replacement or full refund including return shipping. This does not affect your statutory rights.

If your order does not arrive, please contact us as soon as possible and no later than 28 days after the estimated delivery date so we can investigate with the carrier and arrange a replacement or refund. Reports made after this period may not be eligible.

5. Return shipping & address

All returns must be sent to our headquarters at Am Waldesrand 1, 03054 Cottbus, Germany. We confirm this address with your return authorisation. Because we use print-on-demand fulfilment, the parcel you received may have been produced elsewhere — do not return items to the manufacturer or to the sender address on the parcel. Returns sent without authorisation, or to any address other than our Germany headquarters, may not be processed. You bear the cost of return shipping.

6. Refund timing

Once your return is received and inspected, we notify you of approval. Approved refunds are issued to your original payment method within 14 days; your bank/card provider may take additional days to post it.