Pikelio ("Pikelio", "we", "us", or "our") operates www.pikelio.com and the Pikelio mobile and web ordering experience (together, the "Service"), through which customers can order custom 3D printed figurines, personalized gifts, LED lamps, bobbleheads, lithophanes, wedding figurines, and corporate gifts. This Privacy Policy explains what personal information we collect, how we use and protect it, and the choices you have. By using the Service, you agree to the collection and use of information in accordance with this Policy.

1. Information We Collect

We collect information in the following categories so that we can manufacture, personalize, and deliver your order correctly.

Account Information

When you create a Pikelio account or check out as a guest, we collect your name, email address, phone number, delivery address(es), and a securely hashed password (we never store your password in plain text). If you sign in using a third-party service, we receive the basic profile information that service shares with us.

Uploaded Photos & Customization Details

To create your custom figurine, bobblehead, lithophane, or personalized gift, you may upload reference photographs and provide customization instructions (poses, text, engravings, colour choices, sizing, etc.). These uploads are stored securely with our image-hosting provider and are used solely to manufacture your order and to provide customer support related to it. We do not use your uploaded photos for any purpose other than fulfilling your order, quality checks, and — only with your explicit, separate consent — for marketing or portfolio purposes (for example, showcasing finished work on Instagram).

Payment Information

All payments are processed through our payment gateway partner (Razorpay). Pikelio does not collect, view, or store your full card number, CVV, UPI PIN, or net-banking credentials on our own servers — these are handled entirely within Razorpay's PCI-DSS-compliant systems. We retain only the transaction reference, payment status, and amount necessary for order records, invoicing, and accounting under Indian law.

Order & Communication Information

We keep a record of the products you order, customization details, delivery status, invoices, and any correspondence you have with our support team (email, WhatsApp, or in-app messages) so we can assist you effectively.

2. How We Use Your Information

• To process, personalize, manufacture, and ship your order.
• To communicate order confirmations, shipping updates, and invoices.
• To respond to customer support requests and resolve disputes.
• To detect and prevent fraud, abuse, or unauthorized transactions.
• To improve our products, website, and customer experience.
• To comply with applicable tax, accounting, and legal obligations in India.

3. Cookies & Analytics

We use cookies and similar technologies (such as local storage) to keep you signed in, remember items in your cart, and understand how visitors use our Service so we can improve it. We may use privacy-respecting analytics tools to measure aggregate site traffic and behaviour — this data is used in aggregate and is not sold to third parties. You can control or disable cookies through your browser settings; note that some parts of the Service (such as staying logged in or maintaining your cart) may not function correctly if cookies are disabled.

4. Marketing Emails

With your consent (for example, by subscribing through our newsletter form or checking a marketing opt-in at checkout), we may send you promotional emails about new products, offers, and updates. Every marketing email includes an unsubscribe link, and you can opt out at any time without affecting your ability to place or track orders. Transactional emails — such as order confirmations, shipping updates, and invoices — are sent regardless of marketing preferences, as they are necessary to fulfil your order.

5. Third-Party Services

We work with carefully selected third-party service providers to operate the Service, including:

• Razorpay — payment processing and payment method storage (tokenized, not held by Pikelio).
• Cloudinary — secure hosting and delivery of product images and customer-uploaded reference photos.
• Email delivery providers — sending order confirmations, invoices, and (where you've opted in) marketing emails.
• Cloud hosting & database providers — securely storing account, order, and product data.

These providers only receive the information necessary to perform their specific function for us and are contractually required to protect your data. We do not sell your personal information to third parties for their own marketing purposes.

6. Data Protection & Retention

We use industry-standard technical and organizational measures — including encrypted data transmission (HTTPS/TLS), hashed passwords, and access-controlled databases — to protect your information against unauthorized access, alteration, disclosure, or destruction. We retain personal and order information for as long as your account is active, and thereafter for as long as necessary to comply with tax, accounting, and legal record-keeping requirements under Indian law, or to resolve disputes.

7. Your Rights

Subject to applicable Indian data protection law, you have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your account and associated personal data, subject to our legal obligation to retain certain order and tax records.
• Withdraw consent for marketing communications at any time.
• Ask us questions about how your data is processed.

To exercise any of these rights, please contact us using the details below.

8. Children's Privacy

The Service is not directed at children under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can delete it.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons. The "Last updated" date at the top of this page indicates when this Policy was last revised. Continued use of the Service after any changes constitutes acceptance of the updated Policy.

These Terms & Conditions ("Terms") govern your access to and use of www.pikelio.com and the Pikelio ordering Service, operated out of Bengaluru, India. By browsing our website, creating an account, or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use the Service.

1. Website Usage

You may use the Service only for lawful purposes and in accordance with these Terms. You agree not to: use the Service in any way that violates applicable law; attempt to gain unauthorized access to our systems, other users' accounts, or non-public areas of the Service; upload malicious code; or use automated means (bots, scrapers) to access the Service without our written permission.

2. Product Customization

Many Pikelio products are custom-manufactured based on photographs, text, and instructions you provide. By submitting customization details, you confirm that:

• You own the rights to, or have permission to use, any photograph or image you upload.
• The content you upload does not infringe any third party's intellectual property, privacy, or other rights, and is not unlawful, obscene, or offensive.
• You have carefully reviewed all customization details (pose, text, spelling, colours, sizing) before confirming your order, as production begins shortly after payment and errors in customer-supplied details cannot always be corrected once production has started.

Because every custom item is produced specifically for you, minor variations in colour, texture, or finish compared to on-screen previews may occur due to the nature of 3D printing and photographic reproduction — this is normal and does not constitute a defect.

3. Pricing

All prices are listed in Indian Rupees (INR) and are inclusive of applicable GST unless stated otherwise. We reserve the right to change product prices, introduce new charges, or run promotional discounts at any time; the price applicable to your order is the price displayed and confirmed at the time of checkout. In the rare event a product is mispriced due to a technical error, we will contact you before processing the order and you may choose to proceed at the corrected price or cancel for a full refund.

4. Orders & Payments

Placing an order constitutes an offer to purchase, which we accept once payment is confirmed and the order status is updated accordingly. All payments are processed securely through our payment gateway partner (Razorpay); we accept the payment methods presented at checkout (cards, UPI, net banking, and wallets, subject to availability). We reserve the right to refuse or cancel any order, including in cases of suspected fraud, pricing errors, or if we are unable to fulfil the customization requested, in which case any amount paid will be refunded.

5. Shipping

Because our products are individually manufactured to order, production and delivery timelines will be communicated to you at checkout and/or via your order confirmation and are estimates, not guarantees. Risk of loss and title for products pass to you upon delivery to the shipping carrier. Delays caused by courier partners, customs, natural events, or other circumstances beyond our reasonable control are not our responsibility, though we will assist in tracking and resolving delivery issues wherever possible.

6. Intellectual Property

The Pikelio name, logo, website design, product photography, and original 3D designs are the property of Pikelio and are protected by applicable intellectual property laws. You may not copy, reproduce, or use our branding or original designs for commercial purposes without our prior written consent. Reference photographs and personal content you upload remain your property; by uploading them, you grant Pikelio a limited licence to use them solely to manufacture, quality-check, and fulfil your order (and, only with your separate explicit consent, for portfolio or marketing purposes).

7. User Responsibilities

• Provide accurate, complete, and current account, shipping, and payment information.
• Keep your account credentials confidential and notify us promptly of any unauthorized use.
• Ensure any content you upload complies with applicable law and does not infringe third-party rights.
• Review all order and customization details carefully before submitting payment.

8. Limitation of Liability

To the maximum extent permitted by applicable law, Pikelio shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with your use of the Service or any product purchased through it. Our total liability for any claim arising from an order shall not exceed the amount actually paid by you for that order. Nothing in these Terms limits any liability that cannot legally be limited under Indian consumer protection law.

9. Account Termination

You may stop using the Service or request deletion of your account at any time by contacting us. We reserve the right to suspend or terminate accounts that violate these Terms, engage in fraudulent activity, or misuse the Service, with or without prior notice, while preserving records required for legal, tax, or accounting purposes.

10. Governing Law

These Terms are governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the competent courts in Bengaluru, Karnataka, India.

11. Changes to These Terms

We may revise these Terms from time to time. The "Last updated" date above reflects the most recent revision. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

1. Overview

At Pikelio, every product is made especially for you. Because of this, our return and refund process works a little differently from a typical off-the-shelf retailer — please read this policy carefully before placing your order so you know exactly what to expect.

2. Custom & Personalized Products

Custom products are eligible for a replacement or refund only in the following situations:

• The item arrived physically damaged during transit.
• The item has a genuine manufacturing defect (see Section 6).
• You received the wrong product or the wrong customization entirely (see Section 5).

Requests must be raised within 48 hours of delivery, along with clear photographs/video of the product and its packaging, so our team can verify the issue. Once production has started, custom orders cannot be cancelled for a "change of mind" refund (see Section 8 for our cancellation window).

3. Standard Products

Non-personalized, ready-made standard products (where offered) may be eligible for return within 7 days of delivery, provided the item is unused, undamaged, and returned in its original packaging with all accessories and tags intact. Standard products showing signs of use, damage caused after delivery, or missing original packaging will not be eligible for a return.

4. Damaged Products

If your order arrives damaged in transit:

• Do not discard the product or its packaging until your claim is resolved.
• Contact our support team within 48 hours of delivery with clear photos of the damaged item, the inner packaging, and the shipping box.
• Once verified, we will arrange a free replacement or a full refund, at your preference.

5. Wrong Product Received

If you receive a product different from what you ordered (wrong item, wrong customization, or an order mix-up), please notify us within 48 hours of delivery with photos of the item received and your order number. We will arrange for the correct item to be reproduced and shipped to you at no additional cost, or issue a full refund if you prefer not to wait for a replacement.

6. Manufacturing Defects

A manufacturing defect refers to a flaw in the product arising from the printing, painting, or assembly process — for example, structural cracks, incomplete prints, non-functional LED components, or peeling paint present at the time of delivery. Manufacturing defects do not include: minor, expected variations in colour or texture inherent to 3D printing; differences that arise from the quality or lighting of the reference photo you supplied; or damage occurring after delivery due to mishandling, water exposure, or accidental drops. Genuine manufacturing defects reported within 7 days of delivery are eligible for a free replacement or refund.

7. Refund Eligibility

Once a return, damaged-item, wrong-item, or defect claim is approved by our support team, refunds are processed to the original payment method used at checkout via Razorpay, typically within 7–10 business days, depending on your bank or payment provider's processing time. Shipping charges (if any were paid) are refunded only when the return is due to our error (damage, defect, or wrong item) — they are not refunded for standard-product returns due to change of mind.

8. Cancellation Policy

Orders for custom/personalized products can be cancelled for a full refund only before production has started — typically within a few hours of order confirmation, as noted at checkout. Once our team has begun 3D printing, painting, or assembly for your customization, the order can no longer be cancelled, as materials and labour have already been committed to your specific design. Standard product orders can be cancelled any time before the item has been shipped.

9. Replacement Process

Where a replacement is approved (for damaged, defective, or incorrect items), our team will begin production of the corrected item as soon as your claim is verified. Replacement timelines follow the same production and shipping process as a new custom order, and we will keep you updated on progress via email/WhatsApp. You do not need to pay again for an approved replacement.