Returns / Refunds
Returns & Refunds Policy
AYREY LIMITED trading as PiksyPiks ("we", "us") wants every order to arrive right. This policy explains how to request a return, exchange or refund for home customers and for business/trade customers.
1. How to make a request
Email sales@piksypiks.com or message us on WhatsApp with:
- Your order number
- The item(s) concerned and quantity
- The reason for your request
- Photos, if items are damaged, faulty or incorrect
We will reply within 2 working days with next steps. Please do not send items back without contacting us first, as unannounced returns may not be accepted.
2. Damaged, faulty or incorrect items (all customers)
If your order arrives damaged, leaking, faulty, short or incorrect, please tell us within 48 hours of delivery with photos of the item and packaging. We will offer a replacement or a full refund, including any delivery charge, and we will cover the cost of returning the item where a return is needed.
This does not affect your statutory rights. Home customers keep their rights under the Consumer Rights Act 2015.
3. Changed your mind (home customers)
If you bought as a consumer, you can cancel your order within 14 days of receiving it under the Consumer Contracts Regulations.
- Items must be unused, unopened and in their original sealed packaging.
- For health, hygiene and safety reasons, we cannot accept returns of cleaning chemicals or hygiene products once the seal has been broken.
- You are responsible for the cost of returning the items unless they were faulty or sent in error.
- Liquids and chemicals must be packed securely so they cannot leak in transit.
4. Business and trade customers
Orders placed for business purposes are not covered by consumer cancellation rights. We are still happy to help:
- Unwanted items may be returned within 14 days of delivery if they are unopened, unused, in original packaging and in resaleable condition, by prior agreement with us.
- Return delivery costs are paid by the customer unless the items were faulty or sent in error.
- We may apply a restocking charge to non-faulty returns of bulk or large orders. We will confirm any charge before you send the items back.
- Bulk, special-order or made-to-order items cannot be returned unless faulty.
5. Refunds
Once we receive and inspect returned items, we will confirm by email. Approved refunds are made to your original payment method within 14 days. For change-of-mind cancellations by consumers, we refund the original standard delivery charge but not the cost of returning the goods.
6. Items we cannot accept back
- Opened or used cleaning chemicals, liquids and hygiene products, unless faulty
- Items not in a resaleable condition, unless faulty
- Items returned without prior agreement
7. Contact
AYREY LIMITED trading as PiksyPiks
60 Tottenham Court Road, Suite 3026a, Fitzrovia, London, W1T 2EW
Email: sales@piksypiks.com