PICTOIREL

For wrong, incorrect, mixed-up, or misdelivered photobook orders

1. Purpose of this Policy

This Incorrect Order Policy explains what happens if a customer receives an order that is incorrect, mixed up, misdelivered, or does not match the confirmed order details. Because Pictoirel products are personalised photobooks containing customer-submitted photographs, incorrect delivery may also involve privacy and confidentiality considerations.

2. What Counts as an Incorrect Order

An order may be treated as incorrect where, after reasonable verification by Pictoirel, one or more of the following applies:

·        the customer receives another customer's photobook or printed material;

·        the customer receives the wrong product, book size, cover option, or quantity;

·        the printed book does not correspond to the order confirmation or approved/generated book preview due to a production or fulfilment error;

·        any other error that Pictoirel reasonably confirms as an incorrect order issue.

This policy does not cover ordinary dissatisfaction with design choices shown in the preview, low-resolution customer-uploaded images, spelling or caption errors submitted by the customer, or delivery delays. Those matters may be addressed under Pictoirel's separate Terms and Conditions, Refund Policy, or Delivery Policy.

3. Notification Timeframe

If you receive an incorrect order, you must notify Pictoirel within five (5) calendar days from the date the order is marked as delivered.

To report the issue, contact us at support@pictoirel.com and include:

·        your order number;

·        the full name and contact details used for the order;

·        a clear description of what is incorrect;

·        photographs of the parcel, shipping label, outer packaging, and received item where possible; and

·        confirmation of whether the received item appears to contain another customer's personal photographs or information.

We may be unable to verify or resolve incorrect order claims reported after this timeframe, especially where the item has already been used, shared, disposed of, altered, damaged, or transferred to another person.

4. Verification Process

After receiving your report, Pictoirel may review the order record, uploaded file history, generated PDF, production file, courier tracking information, packaging evidence, and any photographs or documents provided by you. We may request additional information where required to verify the issue.

Please do not return, destroy, publish, scan, copy, upload, or share the incorrect item unless Pictoirel has provided instructions. This is especially important if the item contains another customer's personal photographs or information.

5. Resolution Options

Once the issue is verified, Pictoirel will offer one or more of the following remedies, depending on the circumstances:

Any refund will normally be processed to the original payment method, unless another method is required or permitted by the payment provider or applicable law. Refund processing times may vary depending on the bank, card issuer, or payment gateway.

6. Return, Collection, or Disposal of Incorrect Items

Because Pictoirel orders may contain personal photographs and private customer memories, we may require the incorrect item to be returned, collected, securely disposed of, or otherwise handled in accordance with our instructions.

Where Pictoirel requires the incorrect item to be returned or collected, Pictoirel will provide reasonable return instructions and, where applicable, cover reasonable return shipping costs for the verified incorrect item.

If we ask you to return or make the incorrect item available for collection and you do not do so within thirty (30) calendar days of our instructions, we may delay, cancel, or reduce the replacement or refund where permitted by applicable law and where the failure prevents us from verifying or resolving the issue.

7. Privacy and Confidentiality Duties

If you receive an item that appears to contain another customer's photographs, names, personal messages, contact details, or other personal information, you must treat it as confidential.

You agree that you will not:

·        copy, scan, photograph, publish, post, upload, or share the contents of the incorrect item;

·        contact the other customer directly using any information found inside the order;

·        use the photographs or information for any personal, commercial, social media, or public purpose; or

·        keep the item after Pictoirel has instructed you to return or securely dispose of it.

You must notify Pictoirel immediately if you believe you have received another customer's personal information. Pictoirel will then provide instructions for safe handling, return, collection, or disposal.

8. Customer Cooperation

To help us resolve the matter quickly, you must cooperate reasonably with Pictoirel, the printer, courier partner, or fulfilment provider. This may include providing photographs, confirming delivery details, retaining the original packaging, and following reasonable return or disposal instructions.

9. Limitation of Liability

To the maximum extent permitted by applicable UAE law, Pictoirel's liability for a verified incorrect order is limited to replacement of the affected item, or refund of the affected item.

Pictoirel is not responsible for indirect, incidental, special, punitive, or consequential losses arising from an incorrect order, including loss of opportunity, emotional distress, reputational harm, or losses caused by a recipient copying, publishing, distributing, or misusing personal information after receiving an incorrect item, except where such exclusion is not permitted by applicable law.

10. Relationship with Other Policies

This policy should be read together with Pictoirel's Terms and Conditions, Privacy Policy, Refund Policy, and any product-specific terms displayed at checkout. If there is a conflict between this policy and a mandatory consumer protection right under applicable UAE law, the mandatory legal right will apply.

11. Business Operator and Legal Entity

Pictoirel is a customer-facing online brand and website. The business is operated by AymSecure Consulting, a UAE free zone company licensed in Ajman NuVentures Free Zone with e-commerce activity. References to "Pictoirel", "we", "us", or "our" in this policy refer to the Pictoirel brand as operated by AymSecure Consulting, unless the context requires otherwise.

For customer support and order-related queries, please contact: support@pictoirel.com.

 

Internal Compliance Notes

Not for website publication unless desired. These notes explain the drafting logic and should be reviewed with the final website policies.

Area	Drafting note
UAE consumer protection	The policy keeps replacement/refund remedies available and avoids a blanket no-refund position for verified incorrect orders.
Personal data	Photobooks contain identifiable images and possibly names, dates, locations, captions, or messages. The policy includes confidentiality and safe handling obligations for wrong deliveries.
E-commerce activity	The operator wording treats Pictoirel as a brand/website operated by AymSecure Consulting instead of presenting Pictoirel as a separate licensed legal entity.
Fulfilment flexibility	The wording works whether orders are packed by the business directly or by a printer/fulfilment partner, because it refers to printer, courier, and fulfilment provider generally.
Recommended addition	Before launch, confirm the exact legal name, licence number, registered address, support email, governing law clause, and whether the trade licence permits the exact proposed activities and brand usage.