Refunds and returns

Here is how returns, cancellations and refunds work at Picsme. Read this alongside our Terms and conditions. Nothing here limits your statutory consumer rights.

Who pays return postage?

You pay return postage for an eligible change-of-mind return. We cover reasonable return costs if your product is faulty, damaged on arrival or not as described. We also pay where the law requires us to because of our error or breach of contract.

Faulty, damaged or misdescribed products

Email hi@picsme.co.uk with your order number and a description of the problem. Photographs can help us assess the issue, but they are not a condition of your statutory rights. We will explain the appropriate remedy and any return or collection arrangements.

Your remedy may be a refund, repair or replacement, depending on the circumstances and your legal rights. These rights apply to personalised goods too.

Personalised products and design changes

Personalised goods are made to your specification, so the statutory change-of-mind cancellation right does not apply. Please check photographs, cropping, spelling, dates and page order before paying. If you notice an error afterwards, contact us immediately. Changes cannot be guaranteed once an order is placed.

This does not prevent you claiming a remedy for faulty or misdescribed goods, non-delivery or another breach of contract.

Non-personalised products: changing your mind

For eligible non-personalised goods, tell us you wish to cancel within 14 days after the day you receive them. You then have a further 14 days after notifying us to send the goods back. Email hi@picsme.co.uk for return instructions and keep evidence of posting.

You pay the direct return postage. Contacting us for a label does not mean the return is free. You can inspect goods as you would in a shop; a deduction may apply for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

What will be refunded?

For an eligible change-of-mind cancellation, we refund the product price and standard outbound delivery where required by law. If you chose a more expensive delivery service, the extra cost above our least expensive standard option need not be refunded. These change-of-mind deductions do not remove your rights for faulty or misdescribed goods.

When will the refund be made?

For an eligible change-of-mind return, we refund without undue delay and within 14 days after receiving the goods back or evidence you sent them, whichever is earlier. For a statutory rejection of faulty goods, we refund without undue delay and within 14 days after agreeing that you are entitled to a refund.

We use your original payment method unless you expressly agree otherwise. We do not charge a refund fee.

Help with a return

Email hi@picsme.co.uk before posting an item so we can confirm the appropriate return address and arrangements. Picsme is a trading name of ESP Colour Limited, Millbuck Close, Elgin Drive, Swindon, Wiltshire, SN2 8XU.