Refund and Returns Policy

Refund and Returns Policy

At PIC-CONTROL Pte. Ltd., we want our clients to have a clear understanding of how refunds, returns, exchanges, cancellations, and project-related payments are handled.

This Refund and Returns Policy applies to products, services, custom electronic solutions, engineering work, consultation, design projects, prototypes, hardware, software, firmware, PCB-related work, and other items or services purchased or engaged through www.PIC-CONTROL.com.

Because many of our services involve custom engineering work, design time, sourcing, prototyping, programming, testing, documentation, and small-volume production, please read this policy carefully before confirming your order or project.

1. General Return Eligibility

We accept return requests only for eligible standard items that:

  • were purchased directly from PIC-CONTROL Pte. Ltd.;
  • are unused, unmodified, and in original condition;
  • are returned in their original packaging with all included parts, accessories, cables, manuals, and documents where applicable;
  • are not custom-made, customised, programmed, modified, specially sourced, or made-to-order items; and
  • are requested within 7 days of delivery or collection.

Returns that do not meet the above conditions may be declined.

2. Non-Returnable / Non-Refundable Items

The following items and services are generally not eligible for return, exchange, cancellation, or refund unless they are proven to be defective, incorrect, or otherwise agreed in writing:

  • Custom electronic hardware
  • Custom PCB design, schematic design, Gerber files, PCB production, and assembled circuit boards
  • Firmware, software, programming, configuration, or system integration work
  • Prototype units, development boards, test fixtures, jigs, and engineering samples
  • Consultation, troubleshooting, diagnostic, design review, and engineering service fees
  • Special-order components, specially sourced items, or items purchased specifically for a client project
  • Items that have been installed, powered up, programmed, modified, soldered, repaired, altered, damaged, or used
  • Clearance, discounted, or sale items
  • Items damaged due to misuse, incorrect installation, improper handling, unsuitable power supply, environmental damage, wear and tear, or customer transport/storage after delivery or collection

For custom engineering projects, all customisation-related orders should be treated as final once work has started, materials have been purchased, or supplier commitments have been made, unless otherwise agreed in writing.

3. Damaged, Defective, or Wrong Items

If you receive an item that is:

  • damaged during delivery,
  • defective on arrival, or
  • different from what was confirmed in your order, quotation, invoice, or written agreement,

please contact us within 48 hours of receiving the item.

When contacting us, please provide:

  • your order number, invoice number, quotation number, or project reference;
  • your name and company name, if applicable;
  • clear photos or videos of the item;
  • clear photos of the packaging, if delivery damage is involved;
  • a description of the issue; and
  • details of how the item was connected, powered, installed, or used, if relevant.

We may, at our discretion, offer one of the following remedies:

  • inspection and troubleshooting;
  • repair or rectification;
  • replacement of the item;
  • exchange for the correct item;
  • store credit;
  • partial refund; or
  • full refund, where appropriate.

We may ask you to return the item for inspection before processing any remedy.

4. Change-of-Mind Returns

We do not generally accept returns or refunds for change of mind, wrong selection, wrong specification, project cancellation, size mismatch, compatibility issues, or “no longer needed” purchases.

Customers are responsible for checking product specifications, power requirements, signal requirements, interface compatibility, environmental suitability, installation constraints, dimensions, and intended use before confirming an order.

If we choose to accept a change-of-mind return in exceptional cases, the following may apply:

  • prior written approval is required;
  • the item must be unused and in brand new condition;
  • original shipping, delivery, and handling fees are non-refundable;
  • return shipping or transport costs are the customer’s responsibility;
  • inspection or testing fees may apply; and
  • a restocking or administrative fee may be deducted from the refund.

5. Custom Projects, Engineering Services, and Special-Order Work

Many PIC-CONTROL projects involve custom engineering, design, prototyping, sourcing, programming, testing, documentation, or production preparation.

For such orders:

  • payment or deposit may be required in advance;
  • work may begin after quotation, invoice, purchase order, written confirmation, or payment is received;
  • cancellations may not be possible once work has started;
  • deposits, design fees, consultation fees, programming fees, diagnostic fees, and customisation charges are generally non-refundable;
  • any work already performed will be chargeable;
  • materials, components, PCBs, tooling, third-party services, or supplier commitments already arranged will be chargeable; and
  • completed design files, documents, drawings, source code, firmware, software, or project deliverables may be subject to the terms agreed in the quotation or written agreement.

For custom design and development projects, refunds are not based solely on whether the final project proceeds to mass production or commercial use. Charges may apply for engineering time, research, design effort, testing, documentation, and resources already used.

6. Consultation, Troubleshooting, and Diagnostic Services

Fees for consultation, troubleshooting, diagnostic work, site visits, technical review, remote support, or engineering analysis are generally non-refundable once the service has been provided or work has started.

Such services involve professional time and technical effort, even if the final recommendation is not to proceed with repair, modification, redesign, or production.

7. Return Process

To request a return, refund, exchange, repair, or inspection, please contact us first for approval.

Contact channel: Email, WhatsApp, or the Contact Us page on PIC-CONTROL.com.

Please do not return any item without prior approval.

If your return is approved, we will provide instructions on how and where to return or arrange the item. Items sent back without approval may not be accepted.

8. Delivery, Shipping, and Return Transport Costs

Original delivery, shipping, courier, and handling charges are non-refundable unless the return is due to our error, a defective item, or a wrong item sent.

For approved returns:

  • customers are responsible for return shipping, courier, or transport charges unless otherwise stated;
  • items should be packed properly to prevent damage during return transit;
  • PIC-CONTROL Pte. Ltd. is not responsible for items lost or damaged during return transit unless we arranged the return transport; and
  • additional handling, testing, inspection, or transport charges may apply for bulky, fragile, sensitive, or electronic equipment.

9. Inspection and Approval

All returned items are subject to inspection, testing, and approval upon receipt.

We reserve the right to reject a return, reduce the refund amount, or charge additional fees if the returned item:

  • is not in original condition;
  • has missing parts, packaging, accessories, cables, manuals, or documents;
  • shows signs of use, installation, soldering, modification, programming, tampering, damage, or improper handling;
  • has been connected to an incorrect power supply or unsuitable operating environment;
  • does not match the original return request; or
  • cannot be verified as defective due to insufficient information, incorrect use, or changed conditions.

10. Refunds

If your refund is approved, it will be processed using the original payment method where possible.

Please allow 7 to 14 business days after approval for the refund to be processed, depending on your payment provider or bank.

Refunds may be reduced by:

  • original delivery, shipping, courier, or handling fees;
  • return transport costs;
  • inspection, testing, troubleshooting, or administrative charges;
  • restocking charges;
  • payment processing fees that are non-recoverable;
  • customisation, programming, design, or engineering charges;
  • special-order materials, components, PCBs, or third-party service costs; and
  • any damage, missing components, or incomplete return condition.

11. Exchanges

We may offer exchanges for eligible standard items, subject to stock availability and item condition.

If the replacement item has a different price, you may need to pay the price difference, or we may refund the difference where applicable.

Custom-made, programmed, modified, special-order, prototype, project-based, or engineering-service-related items are generally not exchangeable.

12. Cancellations

Orders may only be cancelled before they are processed, prepared, customised, sourced, programmed, produced, or dispatched.

Once an order or project has been:

  • confirmed for engineering work;
  • started by our team;
  • submitted to suppliers;
  • prepared for PCB production, assembly, sourcing, or programming;
  • customised or configured;
  • prepared for delivery or collection; or
  • shipped,

cancellation may no longer be possible, or cancellation charges may apply.

13. Collection / Appointment Orders

For self-collection or appointment-based pickup:

  • customers should inspect items at the time of collection where possible;
  • once the item has been collected, any claim for visible damage or wrong item should be raised as soon as possible;
  • PIC-CONTROL Pte. Ltd. is not responsible for damage caused after handover; and
  • customers are responsible for proper transport, storage, handling, installation, and usage after collection.

14. Overseas Orders

For overseas orders:

  • customers are responsible for checking import rules, taxes, duties, certifications, voltage/power requirements, product compliance, and local restrictions;
  • return shipping costs are the customer’s responsibility unless the item is defective or incorrect;
  • original shipping charges, customs duties, taxes, clearance fees, and bank charges are non-refundable;
  • additional costs may apply for international return shipping, inspection, repair, replacement, or re-delivery; and
  • PIC-CONTROL Pte. Ltd. is not responsible for delays, losses, restrictions, or charges imposed by customs, courier companies, or overseas authorities.

15. Warranty and Support

Warranty coverage, if applicable, depends on the product, project, quotation, invoice, or written agreement.

Warranty does not generally cover:

  • misuse, abuse, neglect, accident, or improper handling;
  • incorrect installation, wiring, polarity, voltage, current, signal connection, or power supply;
  • unauthorised modification, repair, programming, or tampering;
  • damage caused by moisture, corrosion, lightning, surge, heat, vibration, dust, chemical exposure, or unsuitable operating environment;
  • normal wear and tear;
  • third-party equipment, software, components, or systems not supplied or controlled by PIC-CONTROL Pte. Ltd.; and
  • issues caused by changes in customer requirements, operating conditions, or external systems after delivery.

Where warranty support is applicable, we may repair, replace, troubleshoot, or provide other suitable remedies at our discretion.

16. Contact Us

For all refund, return, exchange, warranty, cancellation, or order-related issues, please contact us through the Contact Us page, WhatsApp, or email.

PIC-CONTROL Pte. Ltd.
Website: www.PIC-CONTROL.com
Email: sales@pic-control.com

This policy may be updated from time to time without prior notice. The latest version published on this page shall apply.