Return and Refund Policy

Effective date: [18.9.2025]

At Pic n Pair, we want you to be fully satisfied with your purchase. Because our products are customised, certain restrictions apply. Please read the following carefully.

1. Definitions

• Customised Products: Items made or altered according to buyer’s specifications (photo frames with personal photos, names, dates, etc.).
• Non-Customised Products: Standard items sold in their regular form without modifications.
• Buyer / Customer: The person who purchases or orders the product.
• Return: Request by the customer to send the product back to us.
• Refund: Reimbursement of money paid by the customer, partial or full.

2. Eligibility for Returns & Refunds

Because we deal in customised products, returns/refunds are subject to stricter conditions than for standard (non-custom) goods:

• Non-Customised Products: Eligible for return/refund if in original condition (unused, undamaged, with packaging) within 7 days of delivery, unless otherwise specified.
• Customised Products: Generally not eligible for returns or refunds simply because the customer changes their mind. However, exceptions are made in the following cases:
  1. If the product is damaged or defective, or if there was an error on our part (e.g. incorrect photo printed, spelling mistake, wrong dimensions).
  2. If you receive the wrong item (not as per the product ordered).
  3. If the customisation does not match the proof/preview provided (if we provided one).

3. Timeframes

• For non-customised returns: you must request a return within 7 days from date of delivery.
• For custom/defective problem reports: notify us within 48 hours of receiving the product (photographic evidence required).
• After inspection, refunds/replacements will be processed within 7-14 business days.

4. How to Request a Return / Refund

1. Contact our Customer Support at:
   Email: picnpair@gmail.com
   Phone: +91 63803 84292
   Provide your order number, photos of the product (including defects or issue), and description of the issue.
2. Our team will review the request and respond within 2 business days, with instructions on whether we will accept the return, replacement, or offer refund.
3. If return is accepted:
   • We will tell you where to send the item.
   • The product must be sent back in its original packaging and in unused condition, with all accessories/tags.
4. For replacements or re-printing (for custom items), once we agree the defect/error is our responsibility, we will send a corrected item free of charge.

5. Who Bears Return Shipping Costs

• If the return is due to our error (defective, wrong item, misprint), we will bear the shipping costs.
• If the return is due to customer’s change of mind (for non-customised items), the customer will bear the return shipping.

6. Refund Processing

• Refunds will be made via the original payment method (credit card, bank transfer, cash on delivery refund to bank account, etc.).
• Once we receive and inspect the returned item, we will notify you of refund approval.
• It may take 5-10 business days (after approval) for it to appear in your account depending on banking/payment provider.
• If only part of a purchase is returned (e.g. one item among multiple), the refund will only be for that part, and any shipping costs originally paid may be prorated or deducted if applicable.

7. Exceptions / Non-returnable Items

The following are not eligible for return or refund:

• Customised gifts made exactly as per your instructions (unless defective or wrong).
• Items that have been used, washed, damaged by customer.
• Items with missing parts (unless due to our error).
• Products purchased on sale / clearance (if clearly stated “no return” on those items).
• Gift cards / vouchers.

8. Replacement or Exchange

• If you receive a defective or incorrect item, you may choose to get a replacement or exchange of equivalent value.
• Exchanges are subject to product availability.
• If replacement costs more (e.g. upgraded version), the difference will be charged. If less, refund the difference.

9. Cancellation Policy

• Orders for customised products can be cancelled only before production/printing starts. Once production begins, cancellation will not be possible.
• For non-customised orders, cancellations are possible within 24 hours of placing the order; after that, we may treat it as shipped and cancellation will involve restocking/delivery charges or may not be possible.

10. Dispute Resolution

• If there is any dispute, we encourage customers to contact us first via email or phone; many issues can be resolved amicably.
• If unresolved, we will follow applicable Indian laws, including consumer protection laws under the Consumer Protection Act, 2019.

11. Changes to the Policy

Pic n Pair reserves the right to revise or update this Return & Refund Policy at any time. Any changes will be effective from the date posted on the website. Your continued purchase after changes implies acceptance.