Refunds & returns

Every Picalu gift is made to order with your photo, design or message, so we can't resell it. That's why our policy focuses on putting things right when something goes wrong.

When we'll put it right

We'll remake or repair your item, or refund you, if:

• it arrives damaged or doesn't light up;
• it's different from the design proof you approved (wrong photo, name, spelling or design on our side);
• it has a production defect.

How to report a problem

1. Contact us within 24 hours of collection or delivery. WhatsApp us for the quickest reply, or email info@picalu.co.ke.
2. Send clear photos (and a short video if it's about the lights) of the item as you received it, with your order number (it starts with PC-).
3. Keep the item and its packaging until we've agreed the solution with you.

We review every report and reply as quickly as we can. If we agree it's on our side, we remake or repair it at no cost to you (including delivery), or refund you to the M-Pesa number you paid with.

What we can't refund

• A change of mind once your design has been approved and production has started.
• Mistakes in a design you approved (for example a spelling you sent us), or a low-quality photo you chose after we advised against it.
• Damage reported more than 24 hours after collection or delivery, or without photos of the item as received.
• Damage from misuse, water, dropping or using the wrong power adapter.

Cancelling an order

You can cancel before we start designing and get your payment back in full. Once design or production has started, the order is being made just for you and can't be cancelled for a refund.