Returns Policy

1. The short version

The essentials first. Detail follows.

2. Who can withdraw

The 14-day right of withdrawal belongs to consumers: those buying outside a business or professional activity. Not-for-profit associations buying outside their activity also have it.

A business buying the System to work with it has no statutory right of withdrawal. If you still want to return it, write to us: we may reach a commercial arrangement, but that is a courtesy on our part and not a right.

3. Deadline and how it is counted

You have 14 calendar days to withdraw. Time runs from the day you physically receive the equipment, or the last item where an order arrives in several deliveries.

It is enough to tell us your decision within that period. You then have a further 14 calendar days to return the equipment to us.

4. How to tell us

Email hello@pictiax.com saying you are withdrawing, with your order number. Any unequivocal statement will do; no particular format is required.

If you prefer, you can use this model:

We will acknowledge receipt without delay.

5. The PICTICOINS you have already spent

This is the point most worth understanding before buying, which is why we explain it with numbers.

To use the System during those first 14 days, the licence and the PICTICOIN balance have to be activated. Checkout asks you to confirm this in a separate box, which is not pre-ticked, reading:

If you do not tick that box, the balance is not activated until the 14 days have passed and you can withdraw from everything without any deduction on this account.

A worked example

Suppose you buy the System for 2.490 € and that, on your order, each portrait works out at 0,10 €. You run one event and use 120 portraits. The next day you decide to return it.

• You are refunded the equipment, the bases and the licence.
• The 120 portraits consumed are deducted at the same unit price you paid for them, as shown on your order: in this example, 120 × 0,10 € = 12,00 €.
• The 380 unused portraits are not deducted.
• Any loss of value through use is deducted where applicable (section 6).
• You pay for return shipping (section 7).

On withdrawal the licence is revoked, the Portal account is deactivated and any remaining balance is set to zero. From that point you may no longer use the software.

6. What condition it must come back in

You may unpack the equipment and try it, just as you would in a shop: that is what is needed to establish its nature and how it works. That does not reduce your refund.

What does reduce it is using it beyond that, for example taking it to an event and working with it for a day. In that case we may deduct for loss of value, using this published scale, so that it does not depend on our judgement:

Used consumables, such as pens and pen holders, are not refunded.

7. Who pays for return shipping

On withdrawal, the direct costs of return are borne by the buyer. Given its weight and volume, the System cannot be returned by ordinary post: it needs pallet freight or specialist courier, in its original packaging or equivalent.

How it works in practice

1. You tell us you are withdrawing.
2. We give you, in writing and before you return anything, an exact quote for return transport from your address, with its timescale.
3. You choose: arrange it yourself, or have us arrange it and deduct that amount from the refund.

The equipment must travel properly packed and insured. If it is damaged on the return journey because of inadequate packaging, that damage is deducted from the refund under section 6. Where we arrange the transport, the risk of the journey is ours.

If the equipment arrived damaged, if we sent the wrong item, or if it fails under warranty, we pay for shipping.

8. When and how you get your money back

We refund within a maximum of 14 calendar days from receiving your withdrawal notice, using the same means of payment you used, at no additional cost.

We may withhold the refund until we receive the equipment or until you provide proof that you have sent it, whichever happens first.

The refund includes the original delivery costs. If you chose a more expensive delivery option than our standard one, the difference is not refunded.

9. Returns that are not withdrawal

9.1 The equipment arrived damaged

Tell us within 48 hours of delivery, with photographs of the packaging and the equipment. We handle everything and you choose between repair, replacement or a full refund.

9.2 We sent you the wrong thing

That is our mistake: we collect it, pay the shipping and send the right item or refund you.

9.3 The equipment fails

That is not a return, it is warranty, and the period is three years. Write to us with the invoice and the serial number. Details are in section 10 of the Terms and Conditions.

10. Buying from outside the European Union

The 14-day right of withdrawal is European Union law. If you buy from outside it, we extend it to you as a commercial policy, with these particulars:

• International return transport is at your cost.
• Import duties and taxes you paid at destination are not refunded by us, because we never collected them. You can reclaim them from your customs authority.
• The equipment must arrive with the correct export documentation. We tell you how.

11. Contact

For any return, email hello@pictiax.com with your order number. We reply within one working day.

TWO MILLIONS DREAMS, S.L. · Tax ID B13744396 · Calle Correa de Araujo 2, 41702 Dos Hermanas (Seville), Spain.