Returns, Refunds & Replacement
Personalized products require a different review process because they are produced from customer-provided files and selections.
These terms do not limit mandatory consumer rights that apply in the customer’s country.
Personalized Items
Change-of-mind returns are not accepted for goods made specifically to the customer’s design where applicable law permits.
Damage or Incorrect Product — 15 Days
Report a damaged, defective or incorrect product within 15 calendar days after delivery. Keep the item and packaging and provide the order number plus clear photographs of the full item, affected area and packaging.
Review & Refund Initiation — 15 Days
Once a claim is approved, PICTAVA will initiate the approved refund through the original payment provider within 15 calendar days. The bank or payment provider may need additional time to post the credit.
Return Shipping
Return shipping costs are the customer’s responsibility unless mandatory law requires otherwise or PICTAVA confirms a different arrangement in writing. Do not send an item before support approves the return and provides instructions.
Return Address
Turkiye Atolye, Hasanpasa Mah. Fatih Bulvari No 37, Sultanbeyli, Istanbul, Turkey 34920
Cancellation — First 24 Hours
A cancellation request must be submitted within 24 hours after the order is placed and before production begins. Contact support immediately; submitting a request does not guarantee cancellation if production has already started.
After Production Starts
Because the item is personalized, the product price is not refundable once production has started, except for an eligible damage, defect, incorrect-product claim or a mandatory legal right. If shipping has not yet been purchased or incurred, the unspent shipping charge will be refunded. No cancellation fee is charged separately.
Claim Process
- Open Contact and choose Damage or replacement.
- Include the order number and checkout email.
- Describe the issue and attach or retain photographic evidence.
- Wait for written return approval before shipping the item.