Delivery & Refund Policy

Primepixel currently sells digital graphic-design and UI/UX services. These service orders do not include a physical product and are not shipped by post or courier.

Completed deliverables are sent electronically by email, secure download link, shared workspace or another digital method stated during the project. The delivery fee for digital service orders is €0.

The estimated turnaround for each service is displayed on its product page. The customer is responsible for providing a working email address and for downloading and securely retaining delivered files.

The project turnaround begins only after Primepixel has received successful payment, a complete project brief and all files or information reasonably required to begin. The turnaround shown on the service page does not begin from the moment an incomplete order is placed.

Turnaround times shown on service pages are estimates in business days. They do not include weekends, French public holidays, customer review time or delays caused by missing content, changed instructions, inaccessible systems or third parties.

If the customer does not respond or provide required material, the project may be paused. A substantially delayed project may need to be rescheduled according to current availability.

Each service page states the included number of revision rounds. Revision requests should be consolidated, clear and consistent with the original brief.

New concepts, changed objectives, extra deliverables or work requested after approval may be quoted separately. Primepixel will obtain approval before carrying out chargeable out-of-scope work.

The customer should inspect delivered files promptly and report missing, inaccessible or technically incorrect files as soon as reasonably possible. Where Primepixel has not delivered the agreed service correctly, Primepixel will provide an appropriate correction or other remedy required by applicable law.

To request a cancellation or refund, email support@primepixel.fr and include the customer name, order number, service ordered and reason for the request.

If Primepixel approves a cancellation before design work has started, the amount paid for the cancelled service will be refunded to the original payment method.

If work has already started, refund eligibility and the refundable amount will be assessed according to the work completed, concepts or files already supplied, resources committed, the customer’s instructions and any mandatory consumer rights. Additional revision requests or a change of preference are not automatically treated as a defective service.

If Primepixel cannot provide the purchased service, or if the delivered service does not materially match the agreed package and cannot be corrected within a reasonable period, the customer will receive the appropriate correction, price reduction or refund required by applicable law.

Primepixel will issue an approved refund within 14 days after confirming eligibility. The refund is sent to the original payment method where possible. The customer’s bank or payment provider may require additional processing time before the funds appear.

A consumer entering a distance contract for services generally has fourteen days from the date of the contract to notify Primepixel of a decision to withdraw, unless a lawful exception applies.

If the consumer expressly asks for the service to begin during the withdrawal period and then withdraws before full performance, the consumer may be required to pay a proportionate amount for work already performed, where permitted by law.

If the service has been fully performed following the consumer’s express prior request and acknowledgement that the right will be lost after full performance, the withdrawal right may no longer be available.

To submit a withdrawal request, email support@primepixel.fr before the applicable deadline. Include the customer name, order number, service ordered, order date and a clear statement confirming the decision to withdraw.