Refund policy

How Standard Returns Work

We want you to be completely satisfied with your materials. If you need to make a return, you have 30 days from the day your order arrives to reach out to us. Just make sure the item is unused, in its original packaging, and that you have your receipt or proof of purchase. Please note that all standard returns are issued strictly as store credit.

To get the process started, shoot us an email at shop@newyorkpigment.com. We will guide you through the next steps. Keep in mind that you are responsible for covering the return shipping costs, and we cannot accept any items sent back to us without prior approval.

Approved returns should be mailed to:

New York Pigment Co.
247 West 29th Street
New York, NY 10001

Damages and Order Issues

Please double-check your order as soon as it arrives. If something is defective, damaged, or just the wrong item entirely, let us know right away. Damage claims must be reported within 7 days of delivery so we can quickly evaluate the issue and make it right for you.

Exchanges

If you need a different item, the fastest route is to return your original purchase for store credit and place a completely new, separate order for the item you want.

Non-Returnable Items

For safety and quality reasons, there are a few things we simply cannot take back. These include:

  • Gold-leaf and custom paints
  • Hazardous materials, flammable liquids, and gases
  • Gift cards
  • Any product explicitly labeled as "non-refundable"

If you are ever unsure whether your specific item qualifies for a return, just ask!

Backorders and Processing Times

While standard returns are for store credit, canceled backorders are the one exception. If you decide to cancel a backordered item, we will gladly refund your original payment method. Those refunds are processed automatically within 10 business days. It can take a little extra time for your bank or credit card company to post the funds, but if it has been more than 15 business days since we approved your cancellation, please email us so we can look into it.