Returns, Exchanges and 7-Day Satisfaction Guarantee
11. Returns, exchanges and the 7-Day Satisfaction Guarantee
11.1 Nothing in this clause affects your statutory rights, including your rights under the Sale of Goods Ordinance (Cap. 26).
11.2 Faulty, damaged or incorrect items. If a Product is defective, damaged on arrival, or is not what you ordered, notify us within 7 days of delivery. We will, at your election, replace the item or refund the price paid together with any delivery charge, and we will bear the cost of return where a return is required.
11.3 7-Day Satisfaction Guarantee. In addition to your statutory rights, and although individual responses to the Products vary, we offer a 7-Day Satisfaction Guarantee. If within 7 days of receiving a Product you are not satisfied with it, you may apply for a full refund by contacting onlinestore@picer.com with the Product name, your Order number and date of purchase, and a reasonable explanation of the reason for your dissatisfaction. To keep the process simple, once customer service has confirmed your application, you will receive a refund without needing to return the Product. We may ask you to provide photographs for verification. Approval of any refund under this guarantee is at our sole discretion, exercised reasonably, and we reserve the right to request additional information to verify the application.
11.4 Good faith condition. By applying for and accepting a refund without return, you agree to dispose of or destroy the Product yourself, and to ensure that it is not used further or resold. This guarantee is an additional customer benefit offered on the basis of trust. It is not, and must not be represented as, a guarantee of the performance or efficacy of any Product.
11.5 Exclusions. The 7-Day Satisfaction Guarantee does not apply to: Products that have been fully consumed; free samples and gifts supplied with an Order; services and digital materials that have been activated or delivered; personalised or made-to-order items; and, for hygiene reasons, intimate care and oral care Products where a seal has been broken. These exclusions do not apply where the Product is faulty.
11.6 Abuse. We may suspend, decline, or terminate the 7-Day Satisfaction Guarantee in respect of any account or Order where we reasonably consider that it is being abused, including (without limitation) repeated or bulk refund requests, requests connected with resale, or requests where the customer has previously made excessive claims. Where we reasonably conclude that an account or customer has abused this policy, we reserve the right to reject future orders from that account or customer, or to require that future orders be prepaid without eligibility for this guarantee.
11.7 Approved refunds are made to the original payment method within 14 business days of approval. The time taken for funds to appear depends on your payment provider.
