Refund policy
At Picot & Moss, we want you to be completely satisfied with your purchase. While we take great care to ensure that every item meets our quality standards, we understand that issues can sometimes arise.
This policy explains how returns, exchanges, and refunds work for both online and in-store purchases. Please read it carefully. For full legal details, kindly refer to our Terms and Conditions of Sale, which apply to all transactions and form an integral part of this policy.
Online Purchases
Incorrect, Damaged or Faulty Items
If you receive the wrong product, or if your order arrives damaged or faulty, please contact us within 24 hours of receiving your delivery. The item must be returned within 5 business days of notifying us, in its original packaging and with proof of purchase. We will arrange courier collection and insurance — we cannot accept responsibility for returns that have not been arranged through our offices. Where possible, we will replace the product. If replacement is not possible, we will issue a refund once the item has been received and inspected.
Exchanges
You may bring your purchase to one of our boutiques within 14 days of delivery to exchange it for another item. A 15% handling fee may apply to certain returns.
In-Store Purchases
Exchanges
We allow exchanges within 14 days of purchase. Items must be unused, in their original condition and packaging, and accompanied by the receipt. Exchanges can only be made at one of our boutiques. If the item you want is unavailable, we can issue a credit note for later use.
Refunds
Refunds are only issued if the product is defective, in accordance with section 56 of the Consumer Protection Act 68 of 2008. Refund claims must be lodged within 6 months of the original purchase date.
Important Notes
All returns are subject to inspection. We reserve the right to apply a handling fee where applicable. This policy should be read together with our Terms and Conditions of Sale, which take precedence in the event of any dispute.
Contact: | +27 11 669 0500
