Effective for all UK Orders
This Policy governs all purchases made through our website and outlines the conditions for delivery, returns, exchanges, and refunds. By placing an order, the customer agrees to all 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 any officially recognized courier processing breaks.
This timeframe is an estimate, not a guarantee. The Company is not liable for delays caused by:
- Courier operational issues
- Weather disruptions
- Peak season congestion
- Incomplete or incorrect customer shipping information
- Customs/security checks where applicable
1.2 Delivery Confirmation
Where tracking indicates “Delivered,” the order is considered fulfilled.
If the customer disputes delivery, they must provide:
- A signed loss declaration
- Any requested supporting documentation
- Cooperation with courier investigations
A refund cannot be issued until the courier confirms misdelivery. High-value claims may require a police lost-item reference.
1.3 Failed Delivery / Customer Unavailability
If delivery fails due to customer inaction (e.g., failure to reschedule, collect, or provide adequate access), the parcel may be returned to us.
In such cases:
- The order is treated as a Customer Error Return,
- A reshipment fee may apply, or
- A refund may be issued minus return shipping, administrative fees, and depreciation if applicable.
2. Return Eligibility & Requirements
2.1 Return Window
Returns are accepted within 31 days of delivery.
Holiday period extension: 35 days for orders placed 15 Dec – 2 Jan.
2.2 Condition Requirements
Returned goods must be:
- New or slightly used,
- Clean, undamaged, and free from odors, stains, or signs of misuse,
- Returned with all accessories, manuals, tags, and original packaging.
Items that fail inspection may:
- Be refused,
- Or be refunded at a reduced partial value to reflect loss of resale condition.
2.3 Return Authorization
All returns require prior approval. Unauthorized or unidentifiable returns may be rejected or held until the customer provides sufficient proof of ownership.
2.4 Return Method
All approved returns must be sent by post using the provided downloadable/printable label.
3. Case-Specific Policies
Each customer claim must meet strict evidence requirements to qualify for any remedy.
3.1 Late Delivery
Definition:
Delivery beyond 10 working days from dispatch.
Required Evidence:
- Confirmation from tracking history
- Customer cooperation with courier investigations
Resolutions:
- If shipment is still in transit: No refund until courier finishes its investigation.
- If courier confirms loss: Replacement is issued first.
- Refunds are only provided if replacement also fails or is impossible.
Customer refusal to accept a delayed delivery is treated as Change of Mind, not a service failure.
3.2 Wrong Size or Colour Received
Required Evidence:
- Photo of item received
- Photo of size/colour label
- Photo of packaging and shipping label
Resolutions:
- If Company error: Free replacement.
- If customer ordered the incorrect variant but received the correct product:
→ Processed as Change of Mind (customer pays return costs).
3.3 Defective or Damaged Product
Definition:
A manufacturing defect or damage occurring before delivery.
Evidence Requirements (mandatory):
Customer must provide clear photos/videos showing:
- The defect or damage
- The full product
- The packaging interior and exterior
- The shipping label
Claims without sufficient proof cannot be approved.
Resolutions:
- If defect confirmed: Replacement issued.
- If defect is minor or cosmetic and does not affect functionality:
→ Partial credit may be offered instead of replacement. - Refunds are granted only if replacement is not possible.
Damage caused by customer handling, misuse, unauthorized repairs, or improper installation is not eligible.
3.4 Wrong Product Received
Evidence Requirements:
- Clear images of the received item
- Packaging and barcode/SKU
- Shipping label
Resolutions:
- Company error: Free replacement.
- Customer must return incorrect item before replacement is dispatched (unless Company approves a different process).
- If item is not returned, customer is billed for the additional product.
3.5 Quality Complaint
Definition:
Customer perceives product as “not as expected,” including variations in colour, texture, or material.
Important Note:
Minor variations caused by lighting, screen display differences, or production batches do not constitute a defect.
Resolutions:
- If item matches product description and images:
→ Treated as Change of Mind. - If item materially deviates from description:
→ Replacement issued; refund only if replacement is unavailable.
3.6 Change of Mind
Definition:
Customer no longer wants the product for any non-defect reason.
Requirements:
- Item must meet condition standards.
- Customer covers return shipping.
Resolutions:
- Refund issued after inspection.
- Shipping, administrative costs, and depreciation deductions may apply.
3.7 Refund Requests
Refunds Are Only Granted If:
- A defective item cannot be replaced
- A wrong item cannot be replaced
- Courier confirms loss AND replacement cannot be supplied
- A Change-of-Mind return passes inspection
Refunds Will Not Be Granted For:
- Insufficient evidence claims
- Items returned damaged or heavily used
- Unauthorized returns
- Refusal to accept delivery without valid cause
- Items marked as delivered by courier unless proven otherwise
- Order with coupon code
- Customer failure to cooperate with investigations
Processing Times:
- Inspection: 3–5 business days
- Refund issuance: 3–7 business days after approval
The Company may refuse or reduce refunds where the item value has diminished due to customer handling.
4. Fraud Prevention & Security Measures
The Company employs strict fraud-prevention protocols.
4.1 Evidence Obligation
The customer must provide photographic/video evidence for all claims.
Claims without required documentation cannot proceed.
4.2 Repeated or Suspicious Claims
The Company reserves the right to:
- Request additional proof
- Require signed declarations
- Suspend account privileges
- Deny service in cases of abuse
This includes repeated claims of:
- Non-delivery
- Damage
- Defect
- Wrong product
4.3 Chargeback Abuse
If a customer initiates a chargeback while a resolution is in progress:
- The Company submits all evidence (tracking, photos, logs, IP records) to the payment provider
- The customer’s account may be restricted from future purchases
False chargebacks may lead to permanent account closure.
4.4 Delivered but Not Received Claims
If tracking shows “Delivered”:
- Customer must provide a sworn declaration and comply with courier verification
- High-value orders may require a police reference number
Until investigations conclude, no refund or replacement will be issued.
5. Exchanges
Exchanges follow the same process as returns.
Company Error Exchanges:
Free of charge.
Customer Preference Exchanges:
Customer covers return shipping; replacement is sent after inspection of the returned item.
6. Non-Returnable Items
For hygiene or legal reasons, the following are non-returnable unless defective:
- Underwear
- Swimwear
- Items with broken hygiene seals
- Personalized or custom-made items
- Digital products
7. Contact for Returns & Claims
All claims must be initiated through: contact@picadex.com
Customer must include:
- Order number
- Explanation of the issue
- Required photo/video evidence
The Company responds within 1–3 business days.
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.
