PICRAFT LTD

RETURNS AND REFUND POLICY

Last updated: June 2026

1. Return Period

   Customers may return eligible items within 30 days of receiving their order.

2. Return Authorisation

   Before returning any item, customers must contact us at:

   contact@picraft.co.uk

   Returns sent without prior authorisation may experience delays in processing.

3. Condition of Returned Items

   Returned items must be:

   • Unused
   • In their original condition
   • Complete with original packaging where possible

4. Non-Returnable Items

   We do not accept returns for:

   • Used products
   • Personalised or custom-made products
   • Products altered by the customer
   • Products returned outside the return period

5. Return Shipping Costs

   If the customer changes their mind:

   • The customer is responsible for return shipping costs.

   If the item is:

   • Faulty
   • Damaged in transit
   • Incorrectly supplied

   PICRAFT LTD will cover reasonable return costs or provide an alternative solution.

6. Large and Bulky Items

   Large or bulky items, including garden furniture, may be returned within the applicable return period.

   However, unless the item is faulty, damaged or incorrectly supplied:

   • The customer is responsible for arranging and paying for return transport.

   Return shipping costs for bulky goods may be significantly higher than standard parcel rates.

7. Refunds

   Refunds will be issued after:

   • The returned goods have been received
   • The returned goods have been inspected

   Refunds will be made using the original payment method where possible.

8. Faulty Goods

   Customers have rights under the Consumer Rights Act 2015.

   If goods are faulty, damaged or not as described, please contact us as soon as possible.

9. Returns Address

   PICRAFT LTD Returns
   Costwise Group
   Merrivale Road
   Exeter Road Industrial Estate
   Okehampton
   EX20 1UD
   United Kingdom

10. Contact

    For all return enquiries:

    contact@picraft.co.uk