PICTOIREL

For personalised photobook orders, damaged books, defects, cancellations, and customer-created design issues

1. Purpose of this Policy

This Refund and Reprint Policy explains how Pictoirel handles refund, reprint, cancellation, damage, defect, and design mistake requests for personalised photobook orders.

Pictoirel products are custom-made using photographs and content uploaded by the customer. Because each book is personalised and produced specifically for the customer, our refund and reprint process is different from ordinary ready-made retail products. Nothing in this policy is intended to limit any mandatory consumer rights that apply under UAE law.

2. Custom-Made Product Notice

Each Pictoirel photobook is made to order based on the photographs, layout preview, product size, cover option, and order details selected or approved at the time of order. Once the order moves into production or a print-ready file has been generated for the order, the book becomes a personalised product and cannot normally be cancelled, returned, exchanged, or refunded simply because the customer changed their mind.

3. Satisfaction Support Window

If you are unhappy with your order, please contact us within thirty (30) calendar days from the date you placed your order at support@pictoirel.com. Please include your order number, a clear description of the issue, and photographs or evidence where relevant.

The 30-day support window allows us to review the concern and decide the most appropriate resolution. It does not mean that every personalised order is automatically eligible for a refund. Depending on the issue, Pictoirel may offer a reprint, replacement, partial refund, store credit, discount code, or another reasonable remedy.

4. Damaged Books and Production Defects

If your book arrives damaged or contains a clear production defect, Pictoirel will review the issue and, where verified, arrange a free reprint, replacement, repair-related remedy, or refund where a reprint or replacement is not reasonably possible.

Examples of issues that may qualify as damage or production defects include:

·        book received with significant physical damage caused before delivery or during delivery;

·        missing, duplicated, or incorrectly bound pages caused by production error;

·        major print defects such as severe ink issues, blank pages, unreadable output, or material printing faults;

·        cover, spine, or binding defects that materially affect use or appearance of the book; or

·        any other issue Pictoirel reasonably confirms as a production or fulfilment fault.

To report a damaged or defective book, contact support@pictoirel.com within five (5) calendar days of delivery. Please include photographs of the book, outer packaging, shipping label, and the affected pages or defect. We may ask you to keep the original packaging until the review is complete.

5. Customer-Created Design or Upload Issues

Pictoirel cannot normally provide refunds or free reprints for issues caused by customer-submitted content, customer selections, or matters that were visible in the generated preview before the order was placed or produced.

Examples of non-refundable customer-created issues include:

·        low-resolution, blurry, dark, pixelated, cropped, filtered, or poor-quality photographs uploaded by the customer;

·        wrong images uploaded by the customer;

·        duplicate images uploaded or arranged by the customer;

·        spelling mistakes, names, dates, captions, messages, or titles entered incorrectly by the customer;

·        layout, crop, image order, cover choice, book size, or design selections shown in the preview and accepted at checkout;

·        colour differences caused by screen brightness, display settings, filters, compression, or normal print variation;

·        customer failure to review the preview, order summary, delivery address, or product details before confirming the order; or

·        changes requested after the order has entered production or after the print-ready PDF has been generated.

We ask all customers to carefully check their images, preview, spelling, cover option, product size, quantity, and delivery information before placing the order.

6. Cancellations Before Production

If you wish to cancel an order, contact us immediately at support@pictoirel.com with your order number. Pictoirel may accept a cancellation request only if the order has not yet entered production and the print-ready file has not yet been generated, sent for printing, or otherwise processed for fulfilment.

If cancellation is accepted before production starts, we may issue a refund to the original payment method. If the order has already entered production, cancellation will not normally be possible because the product is personalised and made specifically for you.

7. Incorrect Orders

If you receive the wrong book, another customer's book, the wrong size, wrong quantity, or an order that does not match your confirmed order due to Pictoirel, printer, courier, or fulfilment error, the issue will be handled under Pictoirel's Incorrect Order Policy.

Where the incorrect order is verified, Pictoirel may provide a replacement, refund, partial refund, or another reasonable remedy. If the item appears to contain another customer's photographs or personal information, please do not copy, share, upload, publish, or keep the contents. Contact Pictoirel immediately and follow our return, collection, or disposal instructions.

8. Delivery Problems and Non-Delivery

If an order is confirmed as lost before delivery due to courier, fulfilment, or operational fault, Pictoirel may arrange a replacement or refund after reasonable investigation. If the non-delivery was caused by incorrect or incomplete customer-provided delivery details, additional delivery, reprint, or handling charges may apply where permitted by law.

9. How to Request a Refund, Reprint, or Review

To request support, email support@pictoirel.com and include:

·        your order number;

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

·        a clear explanation of the issue;

·        photographs or videos showing the issue, including packaging where relevant;

·        whether you are requesting a reprint, replacement, refund, or another form of support; and

·        any other information reasonably requested by Pictoirel to verify the issue.

We may be unable to approve a refund, reprint, or replacement if the issue cannot be verified, if the item has been altered or damaged after delivery, or if the customer does not provide reasonable evidence or cooperation.

10. Resolution Options

After reviewing the request, Pictoirel may offer one or more of the following remedies depending on the nature of the issue:

11. Refund Method and Processing Time

Approved refunds will normally be issued to the original payment method used for the order, 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, payment gateway, or payment provider.

Shipping, delivery, cash-on-delivery, payment processing, or handling charges may be non-refundable where permitted by applicable law, except where the refund is due to a verified Pictoirel, printer, courier, fulfilment, or production fault affecting the order.

12. Return or Disposal of Damaged or Incorrect Items

In some cases, Pictoirel may ask you to return, make available for collection, or securely dispose of a damaged, defective, or incorrect item. This may be required for quality review, courier claims, printer claims, privacy protection, or verification.

If Pictoirel requires a return for a verified Pictoirel-related issue, we will provide reasonable instructions and, where applicable, cover reasonable return shipping costs. If a return or collection is required but not completed within thirty (30) calendar days of our instructions, the refund, reprint, or replacement may be delayed, reduced, or cancelled where permitted by applicable law.

13. Abuse, Fraud, and Repeated Claims

Pictoirel may refuse, limit, or investigate refund, reprint, or replacement requests where there is evidence of misuse, fraud, repeated unsupported claims, altered evidence, intentional damage, chargeback abuse, or attempts to obtain duplicate products without a valid issue. This does not affect any mandatory rights available to customers under applicable UAE law.

14. Relationship with UAE Consumer Rights

This policy is intended to be applied consistently with applicable UAE consumer protection requirements. Where a mandatory consumer protection right applies, that mandatory right will take priority over any conflicting part of this policy.

Pictoirel may update this policy from time to time to reflect operational changes, courier or fulfilment arrangements, payment provider requirements, customer support processes, or legal and regulatory updates.

15. 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.

 

Suggested Website Version

The following shorter version can be used on the website if you want a cleaner customer-facing page, while keeping the detailed policy above as the master version.

Refunds, Reprints and Cancellations

1.        Every Pictoirel book is personalised and made to order using the photos and preview approved by the customer. Because of this, we cannot normally accept refunds, returns, exchanges, or cancellations once an order has entered production or the print-ready file has been generated.

2.        If your book arrives damaged, defective, incorrect, or materially different from your confirmed order due to a production or fulfilment error, please contact support@pictoirel.com within 5 calendar days of delivery. Include your order number and clear photos of the issue. Once verified, we may arrange a free reprint, replacement, partial refund, full refund, or another suitable remedy.

3.        We cannot offer refunds or free reprints for customer-created issues such as low-quality uploaded photos, wrong images, spelling mistakes, incorrect names or dates, layout choices, cropping, colour differences caused by screen settings, or any other issue that was visible in the preview before ordering.

4.        If you are unhappy with your order for another reason, contact us within 30 calendar days of placing your order. We will review the request and may offer support at our discretion, but a refund is not guaranteed for personalised products unless required by applicable UAE law.

5.        Pictoirel is an online brand operated by AymSecure Consulting, a UAE free zone company licensed in Ajman NuVentures Free Zone with e-commerce activity.

 

Internal Compliance Notes

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