Returns

Made to order

Every PERMANES piece is made individually, by hand, after your order is confirmed. Because each piece is produced specifically for you — custom to your order, hand-cast, numbered — it falls under the EU Consumer Rights Directive exception for goods made to a consumer's specifications.

This means the standard 14-day right of withdrawal does not apply. By confirming your order, you acknowledge that the piece is being made for you and cannot be returned on the basis of a change of mind.

Damaged on arrival

If your piece arrives damaged, we will replace it or refund you in full. To report damage, write to studio@permanes.com within 48 hours of receiving your order. Include your name, order reference, and photographs of the damage and the packaging.

We will respond within two working days and arrange collection of the damaged piece at our cost.

Lost in transit

If your order does not arrive within the estimated delivery window, contact us at studio@permanes.com. We will investigate with the carrier and, if the piece cannot be located, either remake it or refund you in full.

Cancellations

Orders may be cancelled before production begins — typically within 24 hours of payment confirmation. Once the piece is in production, cancellation is not possible as materials have been committed and work has begun.

To cancel, write to studio@permanes.com as soon as possible. We will confirm whether production has started and advise accordingly.

Natural variation

Concrete is an honest material. Each cast produces a slightly different result — small surface marks, minor colour variation, and subtle texture differences are inherent to the process and are not considered defects. These characteristics are documented in the piece description and are part of what makes each piece unique.

Returns will not be accepted on the basis of natural material variation.

Payment

Payment is made by bank transfer (IBAN/NIB) against a pro-forma invoice issued prior to production. Full payment is required before the piece enters production.

Contact

For any questions about an order, write to studio@permanes.com. We respond within two working days.