Refund policy

PictureThisPasadena offers the following return policy:

Purchases made online are eligible for returns (excludes mystery boxes and custom orders). Returned products must be complete (no missing parts) and in its original packaging.

If you are not satisfied with your order for any reason, you can return the product (s) in new condition for an exchange or a refund within 30 days of your purchase date. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.  All shipping on returns is paid for by the purchaser.

To be eligible for a return, your item must be unused and in new condition with the original box, packaging and accessories, if included. Please contact me by email at: Liza@picturethispasadena.com for instructions on how to proceed. 

We cannot cancel/refund your purchase when:

  • Original complete packaging and parts are missing
  • Complications from order cancellation
  • LOST, STOLEN or MISDELIVERED PACKAGES*

*PictureThisPasadena is not responsible for lost, stolen or misdelivered packages once an order has been marked as delivered by the shipping carrier.

If your package is missing, we recommend first checking with household members, neighbors, or your local carrier office. If you are still unable to locate the package, please contact us so we can assist in filing a claim with the shipping carrier (if eligible).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days. 

If the original form of payment is unavailable, store credit may be issued at our discretion. 

Exchanges:

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Liza@PictureThisPasadena.com to get authorization and return postage. 

Return Shipping:

After obtaining authorization, you may return your product via mail to this address:

612 S Flower St, Apt 601

Los Angeles, CA 90017

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.