January 24, 2023
Effective for all UK Orders
This Refund & Return Policy is issued and operated by Picadex Limited.
Throughout this Policy, “Picadex”, “we”, “us”, “our”, and “the Company” refer exclusively to Picadex Limited, the legal entity responsible for processing orders, customer support, returns, exchanges, and refunds for purchases made through www.picadex.com.
This Policy governs all purchases made through www.picadex.com and outlines the conditions for delivery, returns, exchanges, and refunds. By placing an order with Picadex Limited, the customer agrees to the terms stated herein.
1. Shipping & Delivery Terms
1.1 Delivery Timeframes
All orders are dispatched with an estimated delivery timeframe of 6–10 working days.
“Working days” exclude weekends, bank holidays, and officially recognized courier processing breaks.
This delivery timeframe is an estimate only and is not guaranteed.
Picadex Limited shall not be liable for delivery delays resulting from:
- Courier operational issues
- Severe weather conditions
- Peak season congestion
- Customs or security inspections
- Incorrect or incomplete shipping information provided by the customer
- Circumstances beyond the reasonable control of Picadex Limited
1.2 Delivery Confirmation
Where the courier tracking confirms the parcel as Delivered, the order shall be deemed fulfilled.
If a customer disputes delivery, they must provide:
- A signed loss declaration;
- Any supporting documentation reasonably requested;
- Full cooperation with any courier investigation.
Refunds or replacements cannot be approved until the courier confirms the parcel has been lost or misdelivered.
For high-value orders, Picadex Limited may request a police lost-property reference number where appropriate.
1.3 Failed Delivery / Customer Unavailability
Where delivery cannot be completed due to customer inaction, including but not limited to failure to collect the parcel, reschedule delivery, or provide adequate access, the parcel may be returned.
In such circumstances:
- The return will be treated as a Customer Error Return.
- A reshipment fee may apply.
- Any refund may be reduced by return shipping costs, administrative costs, and any loss in product value where applicable.
2. Return Eligibility & Requirements
2.1 Return Window
Returns are accepted within 31 days of the delivery date.
Orders placed between 15 December and 2 January benefit from an extended return period of 35 days.
2.2 Condition Requirements
Returned goods must be:
- New or only lightly used;
- Clean and free from stains, odors, damage, or misuse;
- Returned with all accessories, manuals, tags, and original packaging whenever reasonably possible.
Items failing inspection may:
- Be refused; or
- Receive a reduced refund reflecting any loss in resale value.
2.3 Return Authorization
All returns require prior authorization from Picadex Limited.
Unauthorized or unidentified returns may be refused or held until sufficient proof of ownership is provided.
2.4 Return Method
Approved returns must be shipped using the return instructions and shipping label provided by Picadex Limited, where applicable.
3. Case-Specific Policies
Each claim is reviewed individually and must satisfy the evidence requirements described below.
3.1 Late Delivery
Definition
Delivery completed more than 10 working days after dispatch.
Required Evidence
- Tracking history
- Customer cooperation during courier investigation
Resolution
If the shipment remains in transit, no refund will be issued while the courier investigation is ongoing.
Where the courier confirms the parcel is lost, Picadex Limited will first offer a replacement.
Refunds will only be issued where:
- A replacement cannot be supplied;
- A replacement cannot successfully be delivered; or
- A replacement is otherwise impossible.
Once a replacement has been successfully delivered, the matter is considered resolved.
Refusing delivery solely because it arrived later than expected is treated as a Change of Mind Return, not a delivery failure.
3.2 Wrong Size or Colour Received
Required Evidence
- Clear photographs of the item received;
- Photograph of the size or colour label;
- Photograph of the packaging and shipping label.
Resolution
Where the error is attributable to Picadex Limited, a replacement will be provided at no additional cost.
Where the customer ordered the incorrect size or colour but received exactly what was ordered, the request will be treated as a Change of Mind Return, and return shipping costs remain the customer’s responsibility.
3.3 Defective or Damaged Product
Definition
A manufacturing defect or transit damage existing prior to delivery.
Required Evidence
Customers must provide clear photographs and/or videos showing:
- The defect or damage;
- The complete product;
- The internal and external packaging;
- The shipping label.
Claims submitted without sufficient supporting evidence may be declined.
Resolution
Where the defect is confirmed:
- A replacement will normally be provided.
Where the defect is minor and does not materially affect functionality, Picadex Limited may offer an appropriate partial refund or store credit instead of a replacement.
Refunds will only be issued where replacement is not reasonably possible.
Damage caused by misuse, accidental damage, improper installation, or unauthorized repairs is not covered.
3.4 Wrong Product Received
Required Evidence
- Images of the product received;
- Images of the packaging and barcode/SKU;
- Shipping label.
Resolution
Where the incorrect product was supplied due to an error by Picadex Limited, a replacement will be provided free of charge.
Unless otherwise agreed, the incorrect item must first be returned before the replacement is dispatched.
Failure to return the incorrect item may result in additional charges.
3.5 Quality Complaint
Definition
A customer believes the product differs from expectations, including colour, finish, material, or texture.
Minor variations caused by photography, lighting, monitor settings, or manufacturing batches do not constitute defects.
Resolution
Where the product substantially matches its description and images, the request will be treated as a Change of Mind Return.
Where the product materially differs from its advertised description, Picadex Limited will offer a replacement.
Refunds will only be considered if a replacement cannot reasonably be supplied.
3.6 Change of Mind
Definition
The customer no longer wishes to keep the product for reasons unrelated to defect or error.
Requirements
The returned product must satisfy all return condition requirements.
The customer is responsible for return shipping costs unless otherwise required by law.
Resolution
Following inspection, an eligible refund may be issued.
Shipping costs, administrative costs, and any reduction in value resulting from customer handling may be deducted where legally permitted.
3.7 Refund Requests
Refunds may be approved where:
- A defective product cannot reasonably be replaced;
- A wrongly supplied product cannot reasonably be replaced;
- The courier confirms permanent loss and replacement is unavailable;
- A Change of Mind Return satisfies all eligibility requirements.
Refunds will generally not be approved where:
- Required evidence has not been provided;
- Returned products are heavily used, damaged, or incomplete;
- Returns were unauthorized;
- Delivery was refused without valid legal grounds;
- Tracking confirms successful delivery unless contrary evidence is established;
- The customer fails to cooperate with courier investigations.
Processing Times
- Inspection: 3–5 business days
- Approved refunds: 3–7 business days after inspection
Picadex Limited reserves the right to reduce refunds where the returned goods have diminished in value due to handling beyond what is reasonably necessary to inspect them.
4. Fraud Prevention & Security Measures
4.1 Evidence Requirement
Customers must provide all reasonably requested photographic or video evidence supporting their claim.
Claims lacking sufficient documentation may be declined.
4.2 Repeated or Suspicious Claims
Picadex Limited reserves the right to:
- Request additional documentation;
- Require signed declarations;
- Suspend customer accounts pending investigation;
- Decline future transactions where abuse or fraud is reasonably suspected.
This includes repeated claims involving:
- Non-delivery;
- Damage;
- Manufacturing defects;
- Wrong products.
4.3 Chargeback Abuse
Where a customer initiates a chargeback while an active resolution is underway, Picadex Limited may submit available evidence, including:
- Tracking records;
- Shipping documentation;
- Customer communications;
- Transaction records;
- IP logs where lawfully retained.
Where fraudulent or abusive chargeback activity is reasonably identified, future purchases may be restricted.
4.4 Delivered but Not Received Claims
Where tracking confirms delivery:
The customer must cooperate fully with any courier investigation and provide any requested declarations.
High-value orders may require a police lost-property reference number where appropriate.
Until the courier investigation concludes, no refund or replacement will normally be issued.
5. Exchanges
Exchange requests follow the same process as returns.
Where the error is attributable to Picadex Limited
Replacement shipping is provided at no additional cost.
Customer Preference Exchanges
Customers are responsible for return shipping costs.
Replacement products are dispatched after the returned item has successfully passed inspection.
6. Non-Returnable Items
Unless faulty or where otherwise required by law, the following items cannot be returned:
- Underwear
- Swimwear
- Products with broken hygiene seals
- Personalized or custom-made goods
- Digital products
7. Contact for Returns & Claims
All return and refund requests must be submitted to:
Email: contact@picadex.com
Please include:
- Order number;
- Description of the issue;
- All required photographs or videos.
Picadex Limited aims to respond within 1–3 business days.
Legal Notice
This Refund & Return Policy is issued by Picadex Limited and applies exclusively to purchases made through www.picadex.com.
Nothing in this Policy limits or excludes any statutory rights available to consumers under applicable law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
Where mandatory consumer protection legislation grants consumers additional rights, Picadex Limited will honour those rights.
Purchases Made Through Other Stores
This Policy applies only to purchases made directly through www.picadex.com, operated by Picadex Limited.
If your order was placed through another website, marketplace, retailer, or authorized reseller, the return and refund policy of that seller will apply.
Picadex Limited
Website: www.picadex.com
Customer Support: contact@picadex.com
Throughout this Policy, any reference to “Picadex”, “we”, “us”, “our”, or “the Company” means Picadex Limited.