This Returns & Refunds Policy explains when and how you can return Products purchased on https://eu.icolorpmu.com and obtain a refund or replacement.

It applies to physical products (pigments, devices, consumables, care products, etc.).

Rules for Courses and digital content are described separately in our Digital Content & Courses Terms.

This Policy forms part of our Terms & Conditions.

SIA iColor
Palasta 5–1, Rīga, LV-1050, Latvia

VAT ID: LV40103470230

Phone: +371 29187350

E-mail: eu@icolorpmu.com

1.1. We follow applicable EU consumer protection rules. Nothing in this Policy is intended to limit your statutory rights as a consumer.

1.2. Because our Products are used on skin and lips and are closely related to health and hygiene, there are specific restrictions on what can be returned, especially after packaging has been opened.

1.3. Please check your order carefully upon delivery and contact us as soon as possible if you notice any problem.

2.1. If you are an EU consumer, you generally have the right to withdraw from a distance contract within 14 days without giving any reason.

2.2. The 14-day withdrawal period starts from the day:

• you receive the Products, or
• a third party indicated by you (other than the carrier) receives the Products.


2.3. Due to hygiene and safety considerations, for most of our Products this right of withdrawal applies only where the Products are:

• unopened,
• unused,
• in their original, sealed packaging.


If you open or use pigments, consumables or PMU cosmetics after delivery, your right to withdraw may be lost for these items under applicable laws.

2.4. To exercise your right of withdrawal (“change of mind”), you must:
1. Inform us in writing within 14 days of receiving the Products, for example by e-mail to eu@icolorpmu.com, stating:

• your name,
• order number,
• which Products you wish to return.


2. Send the Products back to us without undue delay, preferably within 14 days from the date you notified us.


2.5. For change-of-mind returns:

• You are responsible for the cost of return shipping.
• The Products must be sent to our return address:
• SIA iColor
• Palasta 5–1, Rīga, LV-1050, Latvia
• Once we receive and inspect the returned Products, we will refund the Product price (excluding the original shipping cost) within 5 business days, using the same payment method you used for the purchase, unless we agree otherwise.

2.6. Refusal to pay customs duties / refusal of customs clearance
If you order to a country/territory where customs clearance and import duties apply (e.g. Switzerland, Liechtenstein or certain European islands) and you refuse to provide data or to pay duties/taxes/fees, and the parcel is returned, we treat it as a “change of mind” return:

• refund only product price,
• no refund of original shipping,
• we may deduct extra carrier charges (return shipping, storage, customs handling).
If the parcel is not returned (destroyed/abandoned by carrier/customs), we cannot refund.

2.7. We may reduce the refund amount if the value of the Products has been diminished due to handling beyond what is necessary to check their nature and characteristics (for example, damaged packaging, signs of use).

2.8. Where mandatory consumer law in your country requires us to refund standard delivery costs as part of a withdrawal, we will comply with such requirements.

3.1. For health protection and hygiene reasons, we cannot accept returns in the following cases, unless the Product is defective or incorrectly delivered:

• opened or unsealed pigments,
• opened consumables (needles, cartridges, etc.),
• opened or used cosmetic and care products,
• any Product that has been used, tested on skin, or whose safety seal/packaging has been broken.


3.2. If you are not sure whether a Product can be returned, please contact us before opening the packaging.

4.1. If you receive:

• a defective or faulty Product,
• a Product that was damaged during shipping,
• a Product that you did not order (wrong item), please contact us as soon as possible and no later than 14 days after delivery.

4.2. When contacting us, please include:

• your name and order number,
• a description of the issue,
• clear photos (if relevant) of:

1. the Product, and
2. the outer packaging (especially if it is damaged).


4.3. After reviewing your request, we will offer a suitable solution, which may include:

• sending a replacement Product,
• providing a partial or full refund,
• another remedy agreed with you.


4.4. In some cases, we may ask you to return the defective/incorrect Product for inspection. If the issue is confirmed, we will cover or reimburse reasonable return shipping costs or may decide that return is not required.

5.1. If your order appears to be lost (for example, the tracking status does not change for an extended period), please contact us:

• WhatsApp: +371 29187350
• E-mail: eu@icolorpmu.com


5.2. Our manager will review your case within 1–2 business days and initiate an investigation with the carrier as needed.

5.3. After we confirm that the parcel is lost or cannot be delivered, we will:

• either send a replacement shipment,

or

• provide a refund, within 5 business days from the decision date.

To start a return, please:

1. Send an e-mail to eu@icolorpmu.com with:

• your full name,
• order number,
• list of Products you wish to return,
• the reason for return (change of mind, defective, damaged, wrong item, etc.),
• photos (if applicable).


2. Wait for our reply with:

• confirmation of eligibility,
• the return address (if any changes),
• any specific instructions (e.g. how to pack the Products for return).


Please do not ship Products back before receiving our confirmation, as this may delay processing.

7.1. We inspect all returned Products as soon as they arrive.

7.2. If your return is approved, we will process the refund within 5 business days:

• usually to the same payment method you used for the original purchase,
• unless we agree on another method with you.


7.3. Please note that your bank or payment provider may require additional time to post the refund to your account.

7.4. In some cases (e.g. confirmed loss of a parcel without returning items), we may process the refund or reshipment based on the carrier’s investigation and our internal checks.

8.1. This Policy covers physical Products. Rules for:

• online Courses (pre-recorded),
• live webinars,
• hybrid trainings (online theory + offline practice), are described separately in our Digital Content & Courses Terms.

8.2. As a general rule, Course fees can be refunded only before the Course starts and before access to digital materials is granted. After access is provided, no refunds are made, except where required by law and as described in the Digital Content & Courses Terms.