At PICOGRAB, we want to ensure that you are completely satisfied with your purchase. However, if for any reason you are not satisfied, we offer a returns and refunds policy in accordance with the current European Union regulations.
1. Right of Withdrawal
In accordance with Directive 2011/83/EU of the European Parliament and of the Council, you have the right to withdraw from your purchase within 14 calendar days without providing any reason. This withdrawal period will expire 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquired physical possession of the last of those goods.
2. Conditions for Returns
To exercise the right of withdrawal, the product must meet the following conditions:
- The product must be unused and in the same condition as when you received it.
- It must be in its original packaging, along with all tags and included manuals.
- The corresponding proof of purchase or invoice must be included.
3. Return Procedure
To make a return, follow these steps:
Contact our customer service team via email at info@picograb.com within the 14-day period from receiving the order, indicating your desire to withdraw from the purchase and providing the details (order number, name, etc.).
We will provide you with instructions on how to proceed with returning the product. The customer is responsible for arranging the shipment of the product to our return address:
ATELEI ENGINEERING
Lamisingo Iturria 1, OF108
20305 Irun, Spain
Return shipping costs will be borne by the customer.
4. Refund
Once we receive the returned product and verify that it meets the return conditions, we will proceed with the refund of the total amount paid, excluding return shipping costs, within 14 calendar days from the receipt of the returned product.
The refund will be made using the same payment method you used for the initial transaction, unless expressly agreed otherwise. In any case, you will not incur any fees as a result of the refund, apart from the direct costs of the return.
5. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to products that:
- Have been personalized or made to order according to customer specifications.
- Cannot be returned for hygiene or health protection reasons and have been unsealed after delivery.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately via email at info@picograb.com. We will provide you with an appropriate solution, which may include replacing the product at no additional cost or issuing a full refund, including shipping costs.
7. Contact
If you have any questions or need more information about our returns and refunds policy, please do not hesitate to contact us via:
Email: info@picograb.com