Refund and Returns Policy

Last updated: 20 July 2026

Picks is operated by Awadsons Technologies in the United Arab Emirates.

This policy explains the conditions under which products purchased through picks.ae may be returned, replaced, exchanged, or refunded.

Nothing in this policy limits or excludes any mandatory rights available to consumers under applicable UAE law.

1. Standard product returns

For eligible standard products purchased from The Garage, you may request a return within 7 calendar days of delivery.

A return request must be submitted before sending the product back.

To qualify, the product must:

• Be unused, unopened, unmodified, and in the same condition in which it was delivered.
• Include all original manufacturer packaging, protective materials, accessories, inserts, certificates, labels, documents, and supplied components.
• Show no signs of display, handling damage, assembly, modification, repair, cleaning, odour, marks, fingerprints, missing parts, or packaging damage.
• Be accompanied by valid proof of purchase from Picks.

Approval is subject to inspection after the product is returned.

2. Change-of-mind exclusions

Picks does not accept change-of-mind returns where the product:

• Has been opened, removed from its original fixing or packaging, displayed, used, assembled, modified, cleaned, repaired, dismantled, or handled beyond what is reasonably necessary to inspect it.
• Has damaged, opened, torn, marked, creased, or missing manufacturer packaging.
• Has missing accessories, certificates, inserts, labels, serial information, presentation materials, or supplied components.
• Cannot reasonably be restored to the condition in which it was sold.
• Has suffered a material reduction in collectible or resale value after delivery.

A request will not normally be accepted solely because the customer:

• Changed their mind.
• Selected the wrong model, scale, colour, manufacturer, edition, specification, or quantity.
• Found the same product elsewhere at a different price.
• No longer wishes to keep the product.

These restrictions do not apply where the product is defective, damaged, incorrectly supplied, materially misdescribed, or otherwise entitled to a remedy under applicable law.

3. Custom Orders and personalised products

Custom Orders, personalised products, commissioned pieces, sourced-to-order products, modified models, engraved products, numbered products, and made-to-order items cannot normally be cancelled, returned, or exchanged once any of the following has begun:

• Sourcing or purchasing.
• Design development.
• Customer approval.
• Modification or production.
• Engraving or personalisation.
• Packaging prepared specifically for the customer.

A Custom Order remains eligible for an appropriate remedy where it:

• Arrives damaged.
• Contains a workmanship or manufacturing defect.
• Is materially different from the approved specification.
• Is not the product ordered.

Minor variations caused by handcrafted work, material characteristics, screen colour differences, scale-model manufacturing tolerances, or previously approved design decisions are not normally considered defects.

4. Pre-owned, opened, and condition-disclosed products

Some Garage products may be listed as:

• Pre-owned.
• Previously opened.
• Previously displayed.
• Supplied with packaging wear.
• Missing non-essential packaging components.
• Showing disclosed cosmetic or manufacturing imperfections.

Known material condition issues will be described or photographed on the product page where reasonably identifiable.

A product cannot be returned solely because of a condition point that was clearly disclosed before purchase and accepted as part of the sale.

Undisclosed material damage or a significant difference from the stated condition should be reported under Section 6.

5. Collectible packaging and product value

For collectible models, the packaging and associated materials may form part of the product’s commercial and collectible value.

This may include:

• Manufacturer boxes.
• Display bases.
• Acrylic covers.
• Certificates.
• Serial or edition information.
• Inserts and accessories.
• Protective materials.
• Picks presentation packaging.

Damage, loss, alteration, or removal of these items may make a change-of-mind return ineligible or may result in a reasonable deduction reflecting the reduction in value, subject to applicable law.

6. Damaged, defective, incorrect, or misdescribed products

Please inspect your order promptly after delivery.

Contact Picks as soon as reasonably possible if the product:

• Arrived damaged.
• Is defective.
• Is incomplete.
• Is missing a supplied component.
• Is materially different from its product description or approved specification.
• Is not the product ordered.
• Arrived in a materially different condition from what was disclosed before purchase.

Please provide:

• Your order number.
• A clear description of the issue.
• Photographs or video of the product.
• Photographs of the manufacturer packaging.
• Photographs of the shipping carton and delivery label.
• Photographs taken before discarding any packaging where transit damage is suspected.

Do not repair, modify, dismantle, clean, discard, or return the product before receiving instructions from Picks.

Where a defect, damage, incorrect supply, or material misdescription is established, Picks will provide an appropriate remedy in accordance with applicable UAE law. Depending on the circumstances, this may include:

• Repair.
• Replacement.
• Exchange.
• Partial refund.
• Full refund.
• Another remedy agreed with the customer.

UAE consumer-protection rules require providers to address defective or nonconforming goods and may give the consumer the choice of return, replacement, or repair in qualifying cases.

7. Requesting a return

To request a return, contact:

Email: customerservice@picks.ae
Website: picks.ae

Include:

• Your full name.
• Order number.
• Product name.
• Reason for the request.
• Supporting photographs or video where relevant.

Do not send a product to Picks, Awadsons Technologies, the manufacturer, or any other address without prior written return authorisation.

Unauthorised returns may be refused or returned to the sender.

8. Return authorisation

After reviewing the request, Picks may:

• Approve the return.
• Request further information.
• Offer an alternative remedy.
• Reject the request where it does not meet this policy or applicable legal requirements.

Return approval does not automatically confirm refund approval. The returned product must first be received and inspected.

9. Return shipping

For an approved change-of-mind return:

• The customer is responsible for return shipping costs.
• The original delivery charge is normally non-refundable.
• The product must be returned using a tracked and appropriately insured service.
• The customer remains responsible for the product until it is received by Picks.
• The product must be securely packed to prevent damage in transit.

Where the return results from an established defect, incorrect item, transit damage, or material listing error attributable to Picks, reasonable return shipping will be arranged or reimbursed as appropriate.

10. Inspection of returned products

Returned products may be checked against:

• Product photographs.
• Inspection records.
• Serial numbers.
• Packaging records.
• Condition reports.
• Product identifiers.
• Dispatch photographs.
• The condition recorded before shipment.

Picks may refuse a change-of-mind return where the returned product does not meet the eligibility requirements in this policy.

Where legally permitted, a reasonable deduction may be made for a reduction in value caused by unnecessary handling, damage, missing components, or altered packaging.

11. Refunds

Once the returned product has been received and inspected, Picks will notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method within 5–10 business days after approval.

The customer’s bank, card issuer, or payment provider may require additional processing time.

For approved change-of-mind returns:

• Original delivery charges are normally non-refundable.
• Return shipping costs are not refundable.
• Any lawful deduction for reduced value will be explained before the refund is completed.

Where the return is due to an established defect, damage, incorrect supply, or material misdescription, the refund will be handled in accordance with applicable consumer-protection requirements.

12. Exchanges

Exchanges are subject to stock availability.

For limited, rare, discontinued, pre-owned, modified, numbered, or one-off products, an identical replacement may not be available.

Where an identical replacement is unavailable, Picks may offer:

• A different product.
• Store credit, where accepted by the customer.
• A partial refund.
• A full refund.
• Another appropriate remedy.

13. Order cancellations

A standard order may be cancelled before dispatch, provided processing or fulfilment has not progressed beyond a point where cancellation is no longer reasonably possible.

Once dispatched, the order will be handled under this returns policy.

Custom Orders may become non-cancellable once sourcing, purchasing, design, approval, modification, engraving, personalisation, production, or custom packaging has begun.

Any non-refundable deposit or committed cost will be disclosed before the Custom Order proceeds.

14. Sale, promotional, and clearance products

Sale and promotional products remain eligible for remedies where they are defective, damaged, incorrectly supplied, or materially misdescribed.

Change-of-mind returns may be restricted for products clearly identified before purchase as:

• Clearance.
• Final sale.
• Condition-disclosed.
• One-off.
• Custom.
• Personalised.
• Modified.

Such restrictions do not remove mandatory consumer rights.

15. Manufacturer variations and tolerances

Diecast and scale models may contain minor manufacturer variations, including slight differences in:

• Paint finish.
• Panel alignment.
• Decal placement.
• Wheel alignment.
• Door or bonnet fit.
• Interior detailing.
• Packaging print.
• Colour appearance under different lighting.

Minor variations within reasonable manufacturing tolerances are not automatically defects.

A material issue that significantly affects the product’s appearance, function, value, or conformity with its description will be reviewed individually.

16. Product images and colour representation

Picks aims to display products accurately.

However, colours may vary slightly due to:

• Screen settings.
• Lighting conditions.
• Camera processing.
• Manufacturer production variation.

Such minor differences are not normally considered material misdescription unless the delivered product is substantially different from the listing.

17. Business information

Picks
Operated by Awadsons Technologies
United Arab Emirates

Website: picks.ae
Email: customerservice@picks.ae
Business address: [Dubai-UAE]

18. Applicable law

This policy is governed by the applicable laws of the United Arab Emirates.

Where any part of this policy conflicts with a mandatory consumer right, the mandatory legal requirement will apply.

The UAE Executive Regulations require e-commerce providers to clearly disclose return and exchange conditions and key product information. The official Arabic legislation prevails where there is any conflict with the English translation.