Refund policy

Every PECHENEYES eye is painted by hand for one person, from the photo you send. This policy explains when you can cancel, return or have a piece remade.

Made-to-order and engraved pieces

You can cancel with a full refund until you approve the macro photo. Before the resin dome is sealed, Kristina sends you a macro photo of your painted iris. Until you approve it, you can ask for changes or cancel your order for a full refund.

Once you approve the macro photo and the iris is set and sealed in metal and resin, the piece is made to your specifications and personalised. It can then no longer be cancelled or returned because you changed your mind or the style is not what you expected. Under EU consumer law, personalised goods are excluded from the 14-day right of withdrawal (Directive 2011/83/EU, Article 16(c)). Engraved pieces are personalised too and follow the same rule.

Accessories without personalisation

Chains and other accessories that are not engraved or made to order can be returned within 14 days of delivery, unworn. Write to us first at atelier@pecheneyes.com with your order number. You pay for the return shipping. We refund the price of the item within 14 days of receiving it back. Customers in the EU and the UK who return a whole order also get the original standard delivery charge back.

Faulty or damaged on arrival

If your piece arrives damaged or has a manufacturing fault, tell us within 7 calendar days of delivery at atelier@pecheneyes.com, with photos or a short video of the problem. If the parcel itself is damaged, please also tell the courier at delivery.

Once we confirm the fault, we remake your piece free of charge as a priority, or refund it in full, and we pay for the return shipping.

Warranty

Every piece comes with our 1-Year Limited Craftsmanship Warranty, described in our Terms of Service.

How refunds are paid

Refunds go back to your original payment method (card or PayPal). Payments and refunds are handled by our official payments and US fulfillment partner SKLADUSA, so a refund appears under that name on your statement.

Your statutory rights

Nothing in this policy limits your statutory rights. If you live in the EU or the UK, you keep your legal rights for goods that are faulty or not as described.