Refund policy

The short version. Past in Color is one person and a print partner. If your print arrives damaged, send us a photo and we replace it free; there is nothing to ship back. If you live in the European Union or the United Kingdom, you can also return any print within 14 days of delivery for a refund, at your own shipping cost. Elsewhere, a print is produced when you order it and sales are final, but write to us before you decide we are unreasonable. The formal terms below exist because every shop needs them. In practice we read every message and we would rather be fair than right.

In short: write to support@pastincolor.com first. One person reads it, usually the same day.

Last updated: 9 September 2026. This policy applies to every order placed on pastincolor.com. Past in Color is a trade name of CS Totaal, Bankastraat 3, 2612 AE Delft, the Netherlands, KvK 85866539. It forms part of our terms of service.

1. Damaged, defective or wrong prints

Every print is checked at the facility before it ships, and it ships in packaging built for the format. If it still arrives damaged, defective, misprinted, or not the print you ordered, we put it right at no cost to you.

1.1 What to do

Email support@pastincolor.com within 30 days of delivery.
Include your order number and clear photographs of the problem: the print itself, the packaging, and the shipping label if the box is damaged.
Tell us whether you would prefer a replacement or a refund.

1.2 What we do

We send a free replacement, produced from the same file, or refund you in full, whichever you prefer. You do not need to return the damaged print; it is yours to dispose of and it is not an edition print. The replacement takes its place, so the edition total never grows.

1.3 Why 30 days

Thirty days is the window within which our print partner accepts a claim for a misprinted, damaged or defective item. Reports inside that window are covered without discussion. If you find damage later, write to us anyway and we will look for a fair outcome, but we cannot promise the same result.

2. Prints lost in transit

If the tracking link shows no delivery within ten business days after the estimated delivery date, email us. Claims for lost parcels must reach us within 30 days of the estimated delivery date. We will investigate with the carrier and either reship the print or refund you in full; you choose.

3. Wrong address and unclaimed parcels

A parcel sent to an address the carrier considers insufficient, or a parcel that is not collected, returns to the production facility. We will contact you as soon as we know. Reshipping to a corrected address is at your cost. A returned parcel that is not reshipped within about 30 days cannot be recovered. Outside the EU and UK we cannot refund an order that was correctly produced and shipped to the address you gave us, though we will look for a fair outcome. If you are a consumer in the EU or the UK, your right of withdrawal in section 6 is unaffected; the cost of a parcel that came back because of an insufficient address is yours. Please check the address at checkout; you can change it until production starts (see section 5).

4. Color, and what is not covered

The color in every print is a restoration, informed by research and transferred onto the original archive scan. It is our best rendering of what stood before the camera, not a record of it. Screens differ from paper: minor differences between what you saw on your display and the printed color are inherent to printing and are not a defect. The following are not covered by section 1:

A size, format or frame you selected that turns out not to suit the wall.
Minor color or tone variation between screen and print, or between two prints of the same edition.
Damage after delivery, including handling, hanging and sunlight.
Prints altered, mounted or framed by you or a third party after delivery.

If you live in the EU or the UK, the right of withdrawal in section 6 applies to all of these.

5. Cancelling before production

Prints enter production quickly, usually within one business day. If you want to cancel, email support@pastincolor.com as soon as possible with your order number. If production has not started, we cancel and refund in full. Once production has started, section 6 or section 7 applies.

6. European Union and United Kingdom: your right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days without giving a reason, under Directive 2011/83/EU and, in the UK, the Consumer Contracts Regulations 2013. Our prints are produced on demand, but they are not made to your personal specifications, so the exemption for personalized goods does not apply and this right is yours in full.

6.1 The window

The withdrawal period ends 14 days after the day you, or a person you named, received the print. If an order ships in more than one parcel, it ends 14 days after the last parcel arrives.

6.2 How to withdraw

Tell us by an unequivocal statement before the period ends: an email to support@pastincolor.com is enough. You may use the model form at the end of this policy, but you do not have to. We confirm receipt by email without delay.

6.3 Returning the print

Send the print back within 14 days of telling us, to: Past in Color, Bankastraat 3, 2612 AE Delft, the Netherlands. Do not send it to the production facility; it cannot be received there.
You bear the direct cost of returning the print, and it depends on the format. As a guide: a poster in its tube travels by regular tracked post for about EUR 10 to 25 within Europe; a framed or canvas print up to about 60 cm on its longest side for about EUR 25 to 45; a larger framed or canvas print, which cannot normally go by regular post, for about EUR 45 to 90. These are estimates. Write to us before you ship and we will tell you the cheapest tracked option we know for your parcel and destination.
Pack it as it arrived if you can. You may handle the print to inspect it, as you would in a gallery. If its value is diminished by handling beyond that, for example a canvas that has been hung and marked, we may deduct the loss in value from your refund.

6.4 The refund

We refund every payment we received from you, including the standard delivery cost you paid, if any (for US and EU orders it is part of the price). We refund without undue delay and no later than 14 days after the day you told us you withdraw. We may hold the refund until we have the print back, or until you send proof that you have posted it, whichever comes first. The refund goes to the payment method you used, in the currency you paid.

6.5 What happens to a returned print

A returned print is not resold. The edition stays closed at the number stated on the product page, and the number that was yours is retired. We accept that cost as the price of the promise.

6.6 Defects are separate

Your rights under section 1 and your legal guarantee that a print conforms to its description are not affected by this section. Under EU and UK law that guarantee lasts at least two years from delivery.

7. United States and everywhere else: sales are final

Outside the European Union and the United Kingdom, every print is produced when you order it and sales are final. We do not accept returns for a change of mind, a size that did not suit, or color preference. Sections 1, 2 and 5 apply everywhere: damaged, defective, wrong or lost prints are replaced or refunded, and you can cancel before production starts. If something else has gone wrong, write to us; we look at every case on its own and we may go beyond this policy when that is the right thing to do. Nothing here limits rights you have under the law of your state.

8. Sold-out editions never reopen

When the last print of an edition sells, the edition closes and is never printed again. A replacement under section 1 replaces a damaged copy and does not add to the edition. A return under section 6 retires a number and does not reopen the edition. This is the whole of the promise you bought into, and we do not make exceptions to it.

9. How refunds are paid

Method: to the original payment method. We cannot refund to a different card or account.
Timing: we issue refunds within two business days of agreeing them (and within the 14-day limit in section 6). Your bank or card issuer then takes 5 to 10 business days to show it.
Currency: the currency you paid in. Exchange-rate differences between purchase and refund are set by your payment provider, not by us.

10. Chargebacks

If you are unhappy with an order, please write to us before asking your bank to reverse the payment. We answer, usually within two business days, and we resolve almost everything by email. A chargeback opened without contacting us first delays the outcome for both of us.

11. Changes to this policy

We may update this policy. The version in force is the one published on the day you order, and changes do not apply to orders already placed. The date at the top tells you when it last changed.

12. Contact

Email support@pastincolor.com or use the contact form. A person answers, usually the same day and normally within two business days. Postal address: Bankastraat 3, 2612 AE Delft, the Netherlands.

Model withdrawal form (EU and UK consumers)

Complete and return this only if you wish to withdraw from the contract. An email in your own words is just as valid.

To Past in Color, CS Totaal, Bankastraat 3, 2612 AE Delft, the Netherlands, support@pastincolor.com:
I hereby give notice that I withdraw from my contract of sale of the following goods: [print title and format]
Ordered on [date] / received on [date]
Name of consumer: [name]
Address of consumer: [address]
Order number: [number]
Date: [date]
Signature of consumer (only if this form is notified on paper)

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