At Picadex, we truly value every customer and want you to enjoy your shopping experience.
We understand that on rare occasions, an issue may arise, and our team is here to help resolve it fairly and efficiently. If you have a question not listed, please let us know by contacting us at: contact@picadex.com
Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective, or not as described, please contact us within 7 days of delivery at contact@picadex.com
with:
- Your order number
- Clear photos or a short video showing the problem.
Once verified, we will provide either:
- A free replacement (our preferred and fastest option)
- A refund if a replacement is unavailable or unsuitable.
In certain cases, where a return is not necessary or practical, our team may offer a goodwill partial refund or discount to resolve the issue quickly and fairly.
There is no charge to you for this process.
Change of Mind (Cooling-Off Period)
If you wish to cancel or return an unused item within 14 days, please email our support team.
Approval is required before sending anything back.
All returns must be:
- Unopened
- Unused
- In its original packaging.
Return Approval Process
All returns must be pre-approved by our customer support team.
Unauthorized or unapproved returns cannot be accepted or refunded.
Please wait for our confirmation email with the correct return address before shipping any items.
Refund Processing
Once your return is received and inspected, we’ll notify you of the outcome.
If approved, your refund will be issued to your original payment method within 5–10 business days.
Non-Refundable & Excluded Items
The following items are not eligible for refund or return:
- Orders reported more than 7 days after delivery (for damage/fault claims)
- Items damaged by misuse, neglect, or normal wear
- Clearance, promotional, or discounted items
- Orders placed with coupon codes or bundle offers
- Items returned without prior approval
- Customized or special-order products
Missing or Lost Deliveries
If your parcel is marked as “Delivered” by the courier but you have not received it, please contact us within 7 days of that update.
We will assist in filing an inquiry with the carrier.
Disputes and Resolution
We always aim to resolve matters quickly and fairly.
Please contact us before raising a dispute through Klarna, PayPal, or your card provider, this ensures the fastest solution and avoids unnecessary delays.
Our team will always prioritise replacements or refunds when genuinely warranted.
Legal Notice:
Picadex operates as an online retailer, and our policies are designed to align with UK consumer protection standards.
Where local regulations (such as the UK Consumer Contracts Regulations 2013) grant additional rights, we will honour those as required by law.
NOTE: If your order was not purchased through www.picadex.com, the return policy applied is that of the store where you purchased the product.
